Welcome to the

KitaKreativ Help Centre

Here you’ll find answers to common questions about buying, selling, orders, payments, shipping, and platform policies. Whether you’re a Buyer discovering unique handmade creations or a Seller sharing your craft with the community, this guide helps you quickly find the information you need.

For Buyers

To help you navigate our marketplace with confidence, we’ve gathered everything you need to know about shipping, payments, and our authentic art guarantee.

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For Sellers

Learn how to grow your creative business with confidence. Find answers about shop setup, payout processes, and our artisan support system.

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Order & Shipping

This section explains how orders and shipping work, everything you need to know about our order process, courier choices, and delivery timelines.

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Policies & Safety

Understand the rules that keep the marketplace safe and fair for everyone. Learn more about our content guidelines, safety policies and secure marketplace protections.

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For Buyers

Answers to common questions about shopping on KitaKreativ, including how to place orders, payment options, shipping timelines, and what to do if something goes wrong with your purchase.

1. How do I place an order on KitaKreativ?

Browse the marketplace, select the item you like, choose any available options (such as size or add-ons), and proceed to checkout. Once payment is received, our Sellers will process the order.

2. What payment methods are accepted?

Currently, KitaKreativ accepts payments via our payment gateway, including debit cards, credit cards, and online banking methods available in Malaysia.

3. Can I cancel an order after placing it?

Orders cannot be cancelled once the Seller has started processing or shipping the item. If you need assistance, please contact the Seller immediately through the platform messaging system.

4. How long does shipping usually take?

Shipping time depends on the Seller’s processing time and the courier service used. Handmade items may require additional preparation time before shipment.

5. How can I track my order?

Once the Seller ships your order, a tracking number will be provided. You can track the shipment through the courier’s website or through your order dashboard.

6. How do I place a custom order?

For any custom orders, please message the Seller to share your ideas, preferred dimensions, and any reference images. The Seller will discuss the timeline and provide a personalized price. Once agreed, the artist will create a private custom listing for you to purchase through our secure checkout.

7. Do I need to pay a deposit for custom-made items?

To protect both our creators and collectors, KitaKreativ handles payments in full at the time of purchase. For custom orders, your payment is held securely by our platform’s Escrow system. The artisan will not receive the funds until 7 days after the item is delivered and you are satisfied. This acts as a ‘100% deposit’ that guarantees the artist’s time while ensuring your money is safe until the work is in your hands.

8. Can I return an item if I simply change my mind?

No. KitaKreativ generally does not support returns for change-of-mind purchases, especially for handmade products and custom orders.

9. Are handmade items exactly the same as the photos?

Handmade items may contain slight variations in color, texture, or finish. These natural differences are not considered defects and thus are non-returnable.

10. Are custom or personalized items refundable?

Custom-made or personalized items are non-refundable once production has begun, unless the item arrives damaged or significantly different from the agreed design.

11. Can I contact a Seller before placing an order?

Yes. We encourage you to use our platform messaging system to communicate with Sellers regarding product details, customization, or shipping information.

12. What happens if the Seller does not respond?

If the Seller fails to respond regarding an order or issue, you may contact platform support for assistance.

13. Can I request a gift wrapping service for my purchase?

Gift wrapping depends on the individual Seller’s offerings. We encourage you to check the ‘Shipping & Returns’ section on the product page or message the Seller directly before placing your order to see if they can accommodate a special presentation for your gift.

14. I am purchasing a high-value custom item. Can I split the payment into installments or pay the Seller in milestones?

Currently, KitaKreativ requires full payment upfront to secure your order and protect both parties. For high-value custom commissions, your payment is held securely by our platform and only released to the Seller 7 days after you confirm receipt of the finished masterpiece. This ensures your funds are protected until the work is delivered as promised.

15. I am buying a gift for a friend. Can it be delivered directly to them?

Yes, you can ship directly to your friend by entering their details as the ‘Shipping Address’ during checkout. However, please be aware that since you are not the one receiving the parcel, it may be harder to verify the condition of the item immediately upon arrival. We recommend informing your friend to expect a parcel so they can inspect it for any shipping damage right away.

16. Do you offer international shipping for handmade items outside of Malaysia?

Shipping availability and costs vary by Seller and destination. We advise you to contact the Seller for international shipping before placing orders. Please note that international orders may be subject to local customs duties and taxes, which are the responsibility of the buyer.

Can’t find what you’re looking for? Contact our Support Team.

For Sellers

Learn how selling on KitaKreativ works. This section covers seller registration, fees and commissions, payouts, shop responsibilities, and how to handle customer issues.

Account Opening & Registration

1. How do I become a Seller on KitaKreativ?

You can apply for a seller account through the “Become A Seller” page. Sellers must agree to the Seller Terms of Service and complete the required account information.

2. Do I need an SSM (Companies Commission of Malaysia) license before registering as a seller?

You can start selling as an individual creator without an SSM license. However, once your creative business grows and reaches a certain threshold of recurring income, we highly recommend registering with SSM to comply with Malaysian business regulations and enjoy more professional banking options

3. Can I open and manage a shop together with a friend?

Absolutely! You can co-manage a shop, but please note that one person must be the primary account holder responsible for identity verification and tax obligations. We recommend having a clear internal agreement with your partner regarding profit sharing.

4. I’ve been selling on Instagram/Xiaohongshu/Facebook. Can I move my business here?

Welcome! KitaKreativ is designed to be the professional home for social media sellers. By moving here, you get automated order management, secure payment gateways, and a dedicated storefront, saving you from the hassle of manual DMs and payment tracking

5. I am not a Malaysian citizen. Can I sell on this platform?

Currently, KitaKreativ primarily supports sellers residing in Malaysia with a local bank account for payouts. However, we are working hard to expand our artisan community. Please stay tuned to our newsletters for updates on international seller support!

6. I’m new to selling and just want to try it out. How do I start?

We love beginners! Start by registering as a seller and uploading just one item. Use our ‘Seller Education‘ blog to learn everything about growing your creative business. There’s no pressure—KitaKreativ is a community meant for growing at your own pace.

7. Am I allowed to close my shop if I decide to stop selling?

Yes, you have full control over your shop. If you need a break, you can use ‘Vacation Mode’ to temporarily hide your listings. If you wish to close your shop permanently, please ensure all pending orders are fulfilled and resolved before contacting our support team to deactivate your account.

Operating and Shop Responsibilities

8. Is there a minimum or maximum number of items I can list in my shop?

There is no minimum or maximum limit! Whether you have a single masterpiece or a collection of a hundred items, you are welcome to list them. We believe every piece of art deserves its own spotlight.

9. Can I sell Print-on-Demand (POD) items on KitaKreativ?

No. We currently do not allow products that are fully fulfilled and shipped by third-party automated services (like Printify). We prioritize “hands-on” creators who are involved in the physical production, finishing, or specialized assembly of their goods to ensure every purchase supports a real, local creator.

10. I have a one-of-a-kind item handmade by my grandmother years ago. Can I sell it?

Yes. We welcome Vintage Handmade items that are at least 20 years old. These items must be one-of-a-kind and reflect high craftsmanship. When listing, please share the story and origin (provenance) of the item to help buyers understand its unique heritage value.

11. What types of products can be sold on KitaKreativ?

KitaKreativ is a home for creators. You can sell handmade crafts, vintage handmade items, or digital or downloadable products. To maintain the authenticity of our marketplace, we require Substantial Transformation. This means the final product must significantly differ from its raw materials through your creative input or craftsmanship. Please refer to our Product Eligibility & Marketplace Standards Policy for more details.

12. Can I sell custom or made-to-order items?

Yes. You may offer customized or commissioned products, but you should clearly describe the customization process and production time in the listing. We encourage you to discuss and agree upon the timeline, item specifications, and delivery methods with your customers before placing orders, since made-to-order items are non-refundable in nature.

13. What should I do if I accidentally sent the wrong item to a customer?

Honesty and quick action are key! Message the buyer immediately to apologize. Then, offer a replacement or a return/refund via our messaging system. You will be responsible for the additional shipping costs incurred. However, handling mistakes gracefully often leads to loyal customers!

14. Can I delete a product listing after it has been published?

Yes, you can edit or delete your listings at any time through your Seller Dashboard. If an item is temporarily out of stock, we recommend setting the quantity to zero instead of deleting it to keep your SEO ranking.

Fees, Commission & Payout

15. How much is the platform commission, and how is it calculated?

KitaKreativ charges a 15% commission on each completed order. This fee is calculated only on the product price plus any additional services (after any discounts you provide) and excludes shipping fees.

16. When will I receive my payouts?

Payouts are processed once a month, typically between the 8th and 15th of each month for all completed orders from the previous month. Please note that a minimum payout threshold of RM 100 applies. If your balance is lower, it will simply roll over to the next month’s cycle.

17. What if my account balance is zero when a refund occurs?

If a refund happens and your balance is zero, your account will show a negative balance. This amount will be automatically offset/deducted from your next successful sale.

18. Can I use a non-Malaysian bank account for payouts?

Currently, we only support payouts to Malaysian local bank accounts that match your registered seller identity (IC or Business Registration). This ensures secure and timely transfers within the local banking system. We do not support Wise, PayPal, or foreign bank accounts at this stage.

19. Why is my payout delayed?

Payouts may be delayed if there are unresolved disputes, refund cases, verification checks, or operational reviews. As a reminder, you should complete the required identity verification (KYC) and provide a valid Malaysian bank account before requesting a payout.

20. What happens if I violate platform policies?

Policy violations may result in listing removal, payout suspension, or account termination. Please refer to our Fees, Commissions & Payout Policy for more details.

Still Have Questions?

Here’s the all-in-one resource for starting, managing, and growing your creative business.

VISIT SELLER HUB

Order & Shipping

Need help with deliveries, tracking, returns, or refunds? This section explains how orders are processed, how the return process works, and what to do if there are issues with shipping.

Order Processing & Tracking

1. How are shipping costs calculated for my order?

Shipping costs are determined by each individual Seller based on the item’s weight, dimensions, and the delivery destination. You can see the exact shipping fee for your location on the product page or at checkout before completing your purchase.

2. Can I combine shipping if I buy multiple items from the same Seller?

Most Sellers offer combined shipping to help you save on costs, however it depends on the handmade items nature. If it’s not automatically calculated at checkout, we recommend messaging the Seller before purchasing so they can create a custom bundle or adjust the shipping rate for you.

3. I bought items from different Sellers. Will they arrive in one parcel?

Since our Sellers ship directly from their own studios, items from different Sellers will arrive in separate parcels. You will receive a tracking number for each shipment to keep you updated on its progress. Because each masterpiece is coming from a different location, please note that separate shipping costs will apply to each seller in your order.

4. How do I track the status of my delivery?

Once the Seller dispatches your order, you will receive an email notification with a tracking number and a link to the courier’s website. You can also find this information by going to ‘My Orders’ in your account dashboard.

5. How long does it take for a Seller to ship out my handmade item?

Processing times vary depending on whether the item is ready-to-ship or made-to-order. We encourage you to message the Seller to get a confirmation date for shipment before placing orders. For custom commissions, the timeline will be agreed upon during your conversation with the Seller.

6. I entered the wrong address! Can I change it after placing an order?

Please contact the Seller immediately via our messaging system. If the item hasn’t been shipped, the Seller can update the label. However, if the parcel is already with the courier, we are unfortunately unable to change the destination, and redirected shipping costs may apply.

7. Do you offer a self-pickup option to save on shipping?

At this time, KitaKreativ is an online-only marketplace and does not officially support self-pickup to ensure all transactions are tracked and protected by our platform.

8. What should I do if my parcel is taking longer than expected to arrive?

While we strive for timely deliveries, delays can happen due to weather or courier peaks. We recommend first checking the tracking link for updates. If the status hasn’t changed for over 5 business days, please message the Seller to initiate an inquiry with the courier service.

9. If the parcel is taking too long to arrive, can I cancel my order and request a refund?

Cancellations due to shipping delays are handled on a case-by-case basis.
1. In-Transit: If the parcel is already with the courier, we cannot cancel the order or issue a refund until the delivery is confirmed as ‘Lost’ by the courier service.
2. Patience is Appreciated: Handmade items and international shipping may take longer than mass-produced goods. We recommend messaging the Seller first to initiate a trace on your parcel before requesting a formal cancellation.

10. What happens if no one is available to accept the parcel and it is returned to the Seller?

If a parcel is returned to the Seller because it was unclaimed or the address was incorrect, the Buyer will be responsible for the cost of reshipping the item to a valid address. Since handmade or custom items involve the artist’s time and materials, we do not offer refunds for ‘Return to Sender’ cases caused by buyer unavailability. We strongly recommend tracking your parcel closely and ensuring someone is available to receive it.

11. Do you offer a Cash on Delivery (COD) payment option?

To ensure the safety of our independent artisans and the security of every transaction, we do not offer Cash on Delivery (COD). All orders must be paid in full via our secure integrated payment gateways at checkout. This allows us to hold your funds in our Escrow system, protecting you until your handmade masterpiece arrives safely.

12. Can I request a specific courier service for my delivery?

Shipping partners are usually pre-selected by each individual Seller based on their location and the item’s fragility. If you have a strong preference for a particular courier (e.g., PosLaju, J&T, or DHL), please message the Seller before purchasing to see if they can accommodate your request. Note that choosing a non-standard courier may incur additional shipping fees.

Refund & Return

1. What can be refunded?

Damaged or defective items, or receiving a different product, size, or color than what was ordered, or the physical item differs drastically from the listing photos (e.g., different material, missing key artistic elements).

2.  What is the deadline to request a refund?

Buyers must initiate a refund request within 7 calendar days after the tracking status shows “Delivered.” Please note that Sellers cannot initiate the refund request.

3. How does the platform know when I received my item?

We use an integrated tracking system (linked with major Malaysian couriers like J&T, PosLaju, and NinjaVan). The 7-day refund window starts automatically from the date the courier’s official tracking system marks your parcel as “Delivered.”

4. What if the tracking says “Delivered” but I haven’t received it?

In the rare event of a tracking error, please contact the courier service immediately and notify KitaKreativ Support within 24 hours. We will assist in investigating the case and may temporarily freeze the 7-day window until the issue is resolved.

5. Does the 7-day refund window apply to items I haven’t “opened” yet?

Yes. The 7-day period starts from the date when the tracking status says “Delivered”, regardless of when the parcel is opened. We strongly encourage all buyers to inspect their handcrafted items immediately upon arrival to ensure they meet your expectations.

6. How does the return process work?

We operate under a strict Return First, Refund Later Principle. It starts when the Buyer initiates a refund request via the Platform. The Seller will then review the evidence and inform the Buyer by providing a return address. Buyer must ship the item back within 5 working days of approval and provide a tracking number. Once the Seller receives and inspects the item (confirming it is in the same condition as reported), the Platform will release the refund. Please refer to our Refund & Return Policy for more details.

7. What evidence is required for refund claims?

Buyers must submit ALL the required Three-Point Proof:
1. Unboxing photo or video
2. Shipping label photo
3. Defect close-up photos
To protect our artisans from fraudulent claims, refund requests with blurred photos, missing packaging shots, or those submitted after the 7-day window will be automatically rejected.

8. Who pays for return shipping?

If the item is damaged or incorrect, the Seller is responsible for the return shipping costs. Otherwise, the Buyer will be responsible for paying return shipping costs.

9. What happens if the Seller does not respond to a refund request?

If a Seller fails to respond within the required timeframe, the Platform may automatically proceed with the refund decision.

10. How long do refunds take to process?

Approved refunds are typically processed within 7–14 business days, depending on banking systems.

11. What if a returned item is damaged during return shipping?

Both parties may be required to provide shipping evidence. The Platform will review the case and determine the final resolution.

12. Can I return a customized or digital item?

Generally, no. Digital downloads and custom-made items (personalized crafts, tailor-made sizes) are non-returnable. We recommend communicating clearly with the seller before placing a custom order.

Policies & Safety

Understand the rules that keep the marketplace safe and fair for everyone. Here you can learn about our platform policies, intellectual property rules, account safety, and how to report issues.

1. Is my personal and payment information kept secure?

Your privacy is our priority. We use industry-standard encryption (SSL) to protect your data. Payment information is processed through secure, PCI-compliant gateways and is never stored on our servers. For more details on how we handle your information, please refer to our full Privacy Policy.

2. Can I pay a Seller directly via bank transfer or outside the website?

To remain protected by our Collector Guarantee, all transactions must be completed through the KitaKreativ checkout. Paying a Seller directly via external apps (like WhatsApp or private bank transfers) voids our Escrow protection. We cannot assist with refunds or disputes for any payments made outside our secure platform.

3. What items are strictly prohibited from being sold here?

While we celebrate artistic freedom, we prohibit the sale of mass-produced commercial goods, items that infringe IP and copyrights, dangerous materials, illegal substances, and content that promotes hate speech or extreme violence.

4. How do I report a listing or user that violates community guidelines?

We rely on our community to keep the marketplace safe. If you spot a listing that infringes on copyrights, contains prohibited items, or lacks proper age-labeling, please contact our safety team directly at support@kitakreativ.com. All reports are handled discretely and investigated promptly. You can refer to our Intellectual Property Complaint & Takedown Procedure for more details.

5. What is your policy on copyright and AI-generated art?

KitaKreativ is a home for human creativity. We strictly prohibit the unauthorized reselling of others’ work or the listing of AI-generated art without clear disclosure (if permitted by specific category rules). All listings must be your original creation or you must hold the commercial rights to sell them. We take intellectual property infringement very seriously.

6. Can accounts be suspended or banned?

Yes. KitaKreativ may suspend or terminate accounts that violate platform policies, engage in fraud, or abuse the marketplace.

7. What happens if a Seller and Buyer cannot reach an agreement?

If a conflict arises regarding an order, we encourage both parties to communicate respectfully via our messaging system first. If a resolution cannot be reached, you may escalate the issue to KitaKreativ Mediation. Our team will review the evidence (chat logs, tracking info, photos) and provide a fair, final decision based on our marketplace policies.

8. How can I contact support?

If you cannot find the answer you need, please contact our support team: support@kitakreativ.com
We’re happy to help!

Didn’t find what you were looking for?

Don’t worry! Whether it’s a tiny detail or a complex query, our support team is ready to assist you on your creative journey.

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