FAQ

Frequently Asked Questions

General | Product Information | Ordering | Shipping | Returns & Refunds


General

Q: What is the difference between getting a letter art done by Giddy Creations versus one done on my own?

A: Wall arts are meant to last forever, and when you trust us with producing your creation, we guarantee that we use the best materials available for your framing, and that the framing is professionally done, so that you can enjoy your wall art for years and years to come.  We enlist the services of a highly-experienced local professional framing store who has earned the renowned qualification of Guild Commended Framer (GCF) and are committed to Fine Art Trade Guild’s code of ethics.  

We also ensure an aesthetic feel to your creation by providing personalized consultation based on your needs, where applicable.  

Finally, of course, we make it simple for you by collecting the treasured photos of letters which we cherish and share them with you!  Our collection will keep expanding so your choices will seem endless!  All our framed wall arts are shipped ready to hang and in addition, we ship for free throughout Malaysia!

Q: How long does it take for you to reply email inquiries?

A: Emails are normally replied within a couple of hours. We try our best to respond immediately.

Q: Do you have a mailing list?

A: Yes!  If you would like to receive periodic updates, new product information, and special promotions exclusive to mailing list subscribers, please subscribe to our mailing list by entering your email in the subscription field on the right column of our homepage.

Product Information

Q: What are the details of the Products (framed word arts) you carry on your site?

A: Here are the details:

Frame options: We offer 3 types of Frame Options: White, Black and Brown.  Our frames are made from wood or eco-wood, which is an eco-friendly version of processed wood, that helps minimizes the number of trees that have to be cut down.

Frame size: The size of your the frame will depend on the number of letters you choose for your word art.  Approximate measurements below are taken width x height (in inches):

If you would like to create a word art with more than 9 letters, please contact us for a personalized quotation.

Matte details: We offer three options for our mattes: black, white, and beige. All mattes are standard, white-core, bevel-cut mat boards.

Pictures: We offer a choice of black & white or sepia photos. All photos are printed on Fujicolor Crystal Archive paper in Lustre, and the color quality is also inspected on every picture to ensure top-notch quality. All pictures are taken by us, mostly in Penang, Malaysia, and you will only find these pictures at Giddy Creations.

Picture sizes: All our pictures are 4″ x 6″ (4R) in size, and are organized in portrait orientation.  If you would like your customized word art to have pictures in a different size, please contact us and we will see how we can help you.

Facing: Our framed creations all use a Clear Glass facing.  However, if you would prefer to have the Non-reflective Facing for your framed word art, please email us and we will be more than happy to help.

Q: Do you have a workshop that frames the word arts?

A: We enlist the services of a local highly-experienced framing specialist store, who has earned the renowned qualification of Guild Commended Framer (GCF) and are committed to Fine Art Trade Guild’s code of ethics.

Q: Are your prices reasonable?

A: Yes, we believe they are!  Compared to other customized word art sites, our prices are actually quite a bargain for what you get.  All the framed word arts you order from our site will be delivered to you via courier ready to hang, and we guarantee that the quality will last a very long time.  In addition, and with reference to the question before this one, all our framings are professionally done and quality is therefore guaranteed.

Q: Do I need to install anything to hang my framed word art up?

A: Other than preparing the nail(s) on the wall, you don’t need to do anything else!  All our framed word arts are shipped ready to hang, with sturdy hooks on the back for ease of use.  If you prefer to rest them on your shelf, you can also do that.

Q: Would you be able to produce other types of Word Art?

A: If you would like the letters framed up individually in canvas prints, we would be happy to provide a quotation for you.  Just email us with your details.  Framed canvas prints last a whole lot longer (at least 75 years) and is an equally elegant piece of artwork to be placed in the home or simply as a gift.

Q: What other types of customization do you offer?

A: The options are endless!  With the letter photographs, you can customize your own greeting cards, wedding favors, birth announcements, etc.  Just email us with your requirements and we will see what we can do.

Q: Do you accept photograph submissions?

A: We take pride that we own the copyright to all the photos on this site, so we do not accept photograph submissions.

Q: Can I purchase just the photos?

A: No, all our photos will need to be purchased together with the framing option, and all your orders will be framed and shipped to you ready to be hung.  If you only check out the photos from our site, we’re afraid we will have to cancel the order and provide you with a refund.

Ordering

Q: Can I place an order by phone or email?

A: We strongly urge you to place an online order, however in the unlikely event that there are problems placing an online order, you may contact us via email (preferred) or phone (business hours only) and we will place the order for you.

Q: Can I have a letter art created and sent to another person?

A: Yes, this option is available during the check-out process, just change the shipping address to your recipient’s.

Q: Do you provide gift wrapping?

A: Yes we do!  Gift wrapping is available at MYR20.00 per item.  Please specify which items you would like to gift wrap, if you are ordering more than one item.  We will personally select a matching gift wrap for your framed wall art.

Q: If I make an order for a few items, can I choose to only gift-wrap some of them?

A: Yes.  There is a section for you to specify which items to be wrapped.  Please indicate clearly the item code & description to be wrapped.  Please note that gift wrapping is charged at MYR20.00 per item.

Q: How do I cancel my order?

A: If you would like to cancel your order, kindly contact us immediately at sales@giddycreations.com giving us your contact details and relevant Order Number. There will be a 25% cancellation fee imposed on cancellation requests for orders that have been paid and are being processed. Orders cannot be cancelled once they have been shipped.

Shipping

Q: How much do you charge for shipping?

A: Delivery within Malaysia is FREE for all orders. For international orders, the shipping rate differs based on the size and weight of your order.  Please contact us for a quotation.

Q: Do you make deliveries to a third party?

A: Yes. We do facilitate delivery directly to your loved ones or to a different address. Please provide the appropriate shipping information at checkout.  You may also choose to have your order gift wrapped at a minimal fee of MYR20.00 per item.

However, please note that we do not deliver to P.O Boxes and hotel addresses.

Q: When will my order arrive?

A: Because each order is individually crafted and framed to perfection, we require 8-10 business days for the order to be shipped out, from the date the order has been acknowledged and payment received.  For international orders, please allow for an additional 3-5 business days.

Q: Do you have an option for expedited shipping?

A: Yes, depending on material availability.  Please contact us for further information and a detailed quote.

Q: Do you ship internationally?

A: Yes, we do!  Payment can be made via Paypal, which is our secure online payment gateway.  We ship via Fedex, so you can be assured of the safety of your order.

All international orders shipped outside of Malaysia will include a complete customs declaration.  We will fill out all the relevant customs documentation and will declare the full value of all items shipped, in accordance with legal requirements.  Please note that we will not mark any order as a gift, and you will be responsible for all import duties and taxes incurred by your purchase from Giddy Creations, where applicable.

Q: Will I be charged any taxes or duties for shipments outside of Malaysia?

A: Your order may be subject to import duties and taxes which are levied once your package reaches your country. We deliver your package with duties and taxes unpaid and cannot predict what your particular charges may be. If you do incur these additional charges, they must be settled by you in order to clear customs. Please contact your local customs office for more information on import duties and taxes. Please note that we declare the full value of the order on all packages shipped to outside Malaysia in accordance with legal requirements.

Returns & Refunds

Q. What is your return policy?

A: Giddy Creations is committed to quality products and we want you to be happy and pleased with your order.

If for any reason you are not completely satisfied with your purchase, you may return it within 7 days of receipt and receive store credit towards a replacement or a full refund for the price of the product. Shipping charges will not be refunded.

Please bear in mind that there will be a handling & processing fee of 25% imposed on all refunds.  Kindly ensure that the item returned is in its original unopened packaging.  You are responsible for all shipping charges for returning the item for a refund.

When shipping your item back to us, we strongly encourage you to return your item via a trackable method.  Remember, without a physical item, we cannot  process your return request.  Please note that we will not be held responsible if the item you return is stolen, lost or damaged in transit.

Q: How is the refund sum calculated?

A: Refunds are calculated based on the gross order value excluding charges for gift wrapping service and delivery. The refund sum is 75% of this amount.

Q: How are refunds paid?

A: If you paid by credit card, we will make the refund through your credit card. However, if refunds are not accepted by your credit card issuer or if you paid by direct deposit, fund transfer or check, we will send you a check made out to the name appearing in the Billing Information. Refunds by credit card refunds and checks are denominated in Malaysian Ringgit (MYR).  If you paid via Paypal, we will issue you the refund through your Paypal account.

Q: How do I get a refund?

A: If you would like to request a refund, kindly contact us immediately at sales@giddycreations.com giving us your contact details and relevant Order Number for verification and further instructions. We will refund your order upon satisfactory return of the item you purchased. Requests for refunds must be made within 7 days from the receipt of delivery and the returned item must in new condition, unopened and in its original packaging.

Q: How do I return my order to you for a refund?

Please send the original item purchased by to us at:

Versanista Solutions
P.O. Box 25
11700 Gelugor
Penang, Malaysia

For your information, the Malaysian national courier, Poslaju ships to P.O. Boxes.  Alternatively, you could also choose have the item sent via registered post.  We recommend Poslaju for speed of delivery though.

You will be responsible for the shipping charges to return the item to us for a replacement or refund.  Please note that we will not be held responsible if the item you return is stolen, lost or damaged in transit.

Q: What do I do if my order arrives damaged?

A: If your item arrives damaged, please follow the following instructions and we will gladly replace your piece with your original specifications.

  1. Simply take one digital photo of the damaged item and one of the shipping container in which it arrived.
  2. Attach the images to an email and send to sales@giddycreations.com. Please include in the body of the email: your name, order number, the shipping ID, a brief description of the reason for the return.
  3. Your request processes within 48 hours and you will receive an email letting you know your replacement is in the works.  Do keep in mind that replacements are custom orders too.  So the timing may be the same as the orignial order, but we will do our best to speed up the process.


Comments are closed.