Seller Education Hub & Help Centre
Your all-in-one resource for starting, managing,
and growing your creative business on KitaKreativ.
This guide will walk you through setting up your artistic space, so you can start sharing your masterpieces with the world.
Our fee structure is designed to support our platform’s growth while ensuring you receive the lion’s share of your hard-earned creativity.
The way you fulfill an order and ship your creation defines the collector’s experience. Let’s make every delivery a moment of joy.
Our policies are designed to protect your hard work, respect intellectual property, and ensure a safe and professional experience for all.
Welcome to the KitaKreativ Family!
We are thrilled to have you here. This is a step-by-step guide to help you set up your artisan studio in KitaKreativ.
1. Crafting Your Identity
Your store profile is the first thing buyers see. It’s more than just a shop—it’s your brand and artisanal space to show to the buyers.
- The Story Behind the Art: Share your inspiration and creative journey in the “About” section. Buyers love connecting with the person behind the craft.
- Visual Branding: Upload a high-resolution profile picture (we recommend a photo of yourself or your workspace) and a banner that reflects your artistic style.
- Store Banner: Our recommended dimensions are 1650 (width) x 400 (height).
2. Listing Your First Masterpiece
Quality over quantity. A well-presented listing builds trust and increases sales.
- Title & Description: Use descriptive titles. Instead of “Blue Pot,” try “Hand-thrown Cobalt Blue Ceramic Vase – Minimalist Series.”
- Pricing Strategy: Remember to factor in your materials, labor, and the 15% platform commission.
- The Power of Photos: Use natural lighting. We recommend including at least 3 photos: one close-up for texture, one lifestyle shot, and one plain background shot.
3. Setting Up Your Payouts
To ensure you get paid on time (between the 8th and 15th of every month), please provide accurate bank details.
- Go to Settings > Payment in your Seller Dashboard.
- Ensure the bank account name matches your registered identity. Upload supporting documents to complete our KYC process.
- Please take note that all transactions on KitaKreativ are conducted exclusively in Malaysian Ringgit (RM) only.
Looking for more inspiration and growth tips?
Managing a successful shop is an evolving journey. For deep dives into marketing, photography, and advanced shop management, head over to our Seller Education articles. We’re here to help you grow!
Understand Your Earnings
We believe in a fair and sustainable marketplace
Our fee structure is designed to support our platform’s growth
while ensuring you receive the lion’s share of your hard-earned creativity.
Platform Commission
We charge a flat 15% commission on every successful transaction.
What it covers: This fee is reinvested into marketing your art, maintaining the website, processing payments securely, and providing 1-on-1 artisan support.
The Monthly Payout Cycle
To streamline our financial operations, payouts are processed once a month.
Payout Window: Between the 8th and 15th of every month.
A minimum payout threshold of RM100 applies.
The Payout Checklist
Before the 8th of the month, please ensure you’ve completed our KYC process.
Third-party bank accounts for payout purposes are not permitted.
* Active disputes or refund requests will temporarily hold your funds until the issue is resolved.
From Your Studio to Their Home
Selling your art is just the beginning.
The way you fulfill an order and ship your creation defines the collector’s experience. Let’s make every delivery a moment of joy.
01. Managing Your Orders
Every time a collector decided to buy your crafts, you will receive an Email Notification and a dashboard alert.
Action Required: Acknowledge the order within 24 hours to let the buyer know their piece is being prepared.
02. Ready Stock vs. Custom Orders
Process and mark as “Shipped” within 3-5 working days.
State “Production Time” clearly and keep buyers updated via messaging.
03. Packaging Matters A Lot!
Security First: Use sturdy cardboard or reinforced tubes. Double-boxing is highly recommended for fragile glass or ceramics.
The “Kita” Touch: We encourage adding a handwritten thank-you note or eco-friendly wrapping. These details turn buyers into lifelong collectors.
Weather Proofing: Malaysia’s tropical weather is unpredictable. Ensure moisture-protection (e.g., waterproof sleeves).
04. Shipping & Tracking
Use your preferred local couriers (PosLaju, J&T, NinjaVan). Set flat or weight-based rates in settings.
Tracking is Mandatory: Enter the Tracking Number once handed over. This triggers automated emails and starts your payout countdown.
05. Handling Issues
Delayed Shipments: Message the buyer immediately. Most collectors are understanding if they are kept in the loop.
Damaged Arrival: Depending on the situation, you may offer a replacement or a refund. All refund and return cases must be resolved in accordance with our Refund & Return Policy.
Always take a photo of the packed parcel before shipping. It serves as vital evidence for any shipping disputes.
Want to learn more about tips on handling orders and shipping?
EXPLORE SELLER EDUCATIONCultivating a Creative & Fair Community
At KitaKreativ, we pride ourselves on being a sanctuary for authentic artisans. Our policies are designed to protect your hard work, respect intellectual property, and ensure every collector enjoys a safe and professional experience.
Core Marketplace Rules
The Originality Mandate: We have a zero-tolerance policy for mass-produced commercial goods or middleman reselling.
- What is allowed: Handmade items, original art (paintings, digital prints), and artistically upcycled/modified goods.
- What is prohibited: Unmodified factory-made items, dropshipping from major platforms (e.g., Taobao/AliExpress/1688), and counterfeit goods.
- Verification: KitaKreativ reserves the right to request proof of the creative process (WIP photos/videos) at any time.
- You may check on our Product Eligibility & Marketplace Standards Policy for more details.
Communication Standards
Professionalism is key to building a loyal following.
- Response Time: Please aim to respond to buyer inquiries within 24-48 hours.
- Off-Platform Transactions: For your safety and ours, all payments must be processed through KitaKreativ. Redirecting buyers to personal bank transfers or external links violates our terms and will result in account suspension.
- We encourage:
- Communicate politely and professionally
- Avoid harassment, threats, or abusive language
- Refrain from discriminatory or hateful remarks
- Harassment or intimidation of any kind will not be tolerated.
- We encourage you to check our Community Guidelines to find out how we strive to cultivate a harmonious and secure marketplace for all creators and collectors.
Intellectual Property (IP) & Copyright
- Respecting Creators: You must own the rights to every design, image, and text you use. Infringing on third-party characters (e.g., unauthorized Disney/Anime fan-art for commercial sale) or using other artists’ photos is strictly prohibited.
- Platform Usage: By listing on KitaKreativ, you grant us the right to feature your product images in our marketing materials (social media, newsletters) to help promote your brand.
- Protecting Originality: To better understand your rights and responsibilities, please review our full Intellectual Property & Copyright Policy.
- Copyright Infringement: We take intellectual property protection seriously. If you believe your rights have been infringed upon, or if you wish to learn about how we handle copyright disputes, please refer to our Intellectual Property Complaint & Takedown Procedure.
Learn more about how we protect your original creations.
Read Policy →Our formal process for reporting and resolving IP disputes.
View Procedure →We know that sometimes things don’t go quite as planned. At KitaKreativ, we aim to make the resolution process as smooth and friendly as possible for both our artisans and collectors or buyers.
- The 7-Day Return Window Rule: All transactions are subject to a 7-day protection period. Buyers must initiate refund or return requests within 7 calendar days from the courier tracking status marked as “Delivered.” After the 7 days, any refund claims will not be entertained.
- Change of Mind: As most items are artisanal or custom-made, we do not mandate refunds for “change of mind” unless the individual Seller chooses to offer such a policy.
- If a buyer requests a return, don’t worry! We encourage a “conversation-first” approach. Most issues—for example, a slight misunderstanding of size or color- can be resolved with a friendly chat or a creative solution (like a replacement or a small discount on a future piece).
- While we hope it rarely happens, returns are generally accepted if:
- The item arrived damaged.
- The item is significantly different from your listing description.
- The wrong item was sent by mistake.
- Please refer to our Refund & Return Policy should you need any further details on this topic.
Account Conduct & Enforcement
KitaKreativ maintains the right to take action against accounts that:
- Repeatedly fail to ship orders on time.
- Misrepresent product quality or materials.
- Use offensive or unprofessional language with buyers or staff.
- Engage in fraudulent activities or create duplicate accounts.
How Disputes are Resolved
- We believe in open dialogue and handling disputes in a transparent way.
- Direct Resolution: We always encourage Sellers and Buyers to communicate first to reach a mutual agreement.
- Platform Mediation: If an agreement cannot be reached, either party may request KitaKreativ Mediation. Our team will review the evidence (chat history, photos, tracking) and make a final, binding decision.
