Frequently Asked Questions

How do I create an account?

Click on the Sign Up button located at the top right corner of the page and follow all the instructions.

How do I search for items in your website?

Type in the keyword of the products you want in the search bar, and then click the magnifying glass.

How do I add items to my shopping cart?

Select the item and/or packaging size you require and then click Add To Cart

What is a Wishlist?

A Wishlist is your custom list of things you like on our website. Just click on the Love icon and the item will be saved as your favourite. So whenever you want to reorder the same item, just look through your wishlist to buy.

How do I purchase items on your website?

Once you have finished selecting and adding all the items you require into your cart, you may click checkout and follow the payment instructions.

Can I place an order through Facebook or Whatsapp?

No, we only accept orders through our website. This helps us better assist each customer.

What are the payment methods you accept?

We have direct bank in to our CIMB Bank Account – you may bank in to CIMB from other banks via online banking.
We also have iPay88 / FPX which accepts online banking such as Maybank2U and credit cards.
We also have PayPal.

What are your bank details?

You can do a direct payment transfer to the following bank:
Bank : CIMB Bank Berhad
Account Holder Name : Craftiviti Sdn. Bhd.
Account Number : 8007381019
Remember to always email us a copy of your payment slip so that we can track your payment and process your order.

Do you have COD?

Unfortunately no as we do not personally deliver products

Which courier service do you use?

Our shipping partner is GDex.

Do you use any other courier services?

Not at the moment.

What are the shipping fees?

GDex Express
West Malaysia (Peninsular) – RM10.00 (for the 1st 1kg), additional RM2.50 (for the next 1kg)
East Malaysia* (Sabah/Sarawak) – RM14.00 (for the 1st 1kg), additional RM12.00 (for the next 1kg)
Singapore – RM48.00 (for the 1st 1kg), additional RM18.00 (for the next 1kg)

Do you ship outside of Malaysia and Singapore?

Yes we do!
You may either place an order through the store and then email us to update us on your shipping address for us to calculate the postage costs, or you could email us directly with your order. Our email is enquiry@craftiviti.com.

Is there free delivery for any amount purchased?

We only deliver through GDex and at the moment there is no free delivery available.

Do you provide discounts?

We do not provide discounts but we do provide bulk prices. Just email us the quantities you need and we will get back to you with a quote.

Do you have bulk pricing?

Yes we do, but these are depending on the product as well as stock availability.
Please drop us an email at enquiry@craftiviti.com for more information.

Does your products have GST?

All of our product pricing are inclusive of GST.

Do you reserve my products after I've placed the order?

We will only reserve products after the payment has been made.

What happens after I place and order and complete payment?

We will update your order status (our system is a little old, so we have to do this manually and only during working hours) We will then handpick the items in your order, wrap and package them with lots of love and care.
Seal the boxes and make sure they are packed well enough to survive the journey from us to you.
GDEX will then pick it up. After that, we will send you your tracking code.

What time does the orders usually get shipped out?

GDEX usually picks up from our store around 4:30pm during weekdays.

How can I check the status of my shipment?

You can key in the tracking number to this website: http://www.gdexpress.com/malaysia/e-tracking

What if there's a product that I want to purchase that is in your retail shop but not yet available on the website?

Do drop us an email at enquiry@craftiviti.com and we will do our best to assist you.

Can I select a delivery time?

Unfortunately Gdex does not offer such service. However, once you track your parcel to the Gdex branch closest to you, you can always try calling the branch to leave a notice. For branch details, you can visit Gdex’s website.

What if I urgently need my products?

We’d advise you to place an order for your products as least a week in advance before you need to use them.

If I place my order today, can I get it tomorrow?

As we can only pack your items quickly and ensure they are ready to go within the same day, we unfortunately cannot control the delivery schedules of GDEX teams. It usually takes between 3-5 days for your order to get to you.

Can I place an order on your website but pick it up myself?

Yes, you may select self pick-up and make payment. We will only reserve the items for you after you’ve made payment. You will need to provide your full name, telephone and IC number for pick-up purposes. If someone else is picking up on your behalf, you will need to email us the details of that person. During collection, the collector will need to show us the same identification as stated in your email. This procedure is upon advise from our payment gateway partners and the authorities to protect your goods.

What if there's a product that I want to purchase that is in your retail shop but not yet available on the website?

Do drop us an email at enquiry@craftiviti.com and we will do our best to assist you.

What if I am looking for an item that you do not carry?

Do drop us an email at enquiry@craftiviti.com and we will do our best to assist you. If you need the item in bulk, we will try to help you find what you need.

Why I cannot add products to the cart even it is showing in stock?

Try clearing the browser cache by pressing ctrl + shift + delete and checked the cache. After that click on the Clear Browsing Data and reopen the browser again.

Why I cannot add products to the cart?

You cannot add products to the cart if the products is out of stock. You can send us an email to enquiry@craftiviti.com to check on the products availability.

Can I visit your retail shop?

Yes please do! We are open daily from 10am to 6pm.
We are closed on certain public holidays.
Yes, we do close at 6pm sharp.

Is it possible to return an item I have purchased?

If there is a defect with the product or it is damaged, do bring the product back to the store and we will evaluate it.
Otherwise, we’re so sorry but we are not able to accept returns or refunds.

Is it possible to return a custom order item?

No, unfortunately once you have made the order and picked it up, we will not entertain returns or refunds. So before you buy in bulk or purchase a custom order, it is best to purchase in smaller batches first to see if the product is suitable for you.

We take our customers privacy seriously and we will only collect and use your personal information as outlined below.

Data protection is a matter of trust and your privacy is important to us. We shall therefore only use your name and other information, which relates to you in the manner set out in this Privacy Policy. We will only collect information where it is necessary for us to do so and we will only collect information if it is relevant to our dealings with you.

We will only keep your information for as long as we are either required to by law or as is relevant for the purposes for which it was collected.

You can visit the Site and browse without having to provide personal details. During your visit to the Site you remain anonymous and at no time can we identify you unless you have an account on the Site and log on with your user name and password.

If you have any comments or suggestions, we would be pleased to receive them at our address or by emailing us at enquiry@craftiviti.com.

 

Collection of Personal Information

CRAFTIVITI does not sell, share or trade customers’ personal information collected online with third parties.

Personal information collected online will only be disclosed within our company.

When you create a CRAFTIVITI account, the personal information we collect may include your:

  – Name
  – Delivery Address
  – Email Address
  – Telephone Number
  – Mobile Number
  – Date of Birth

The personal information we collect from you will be used in some or all of the following ways:

  • To deliver the products you have purchased from CRAFTIVITI
  • To update you on the delivery of the product and for customer support purposes
  • To provide you with relevant product information
  • To process your orders and to provide you with the services and information offered through our website and which you request
  • Further, we will use the information you provide to administer your account with us; verify and carry out financial transactions in relation to payments you make online; audit the downloading of data from our website; improve the layout and/or content of the pages of our website and customise them for users; identify visitors on our website; carry out research on our users’ demographics; send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you have not objected to being contacted for these purposes

We may pass your name and address on to a third party in order to make delivery of the product to you (for example to our courier or supplier).

When you register as a user on CRAFTIVITI website, we will also use your personal information to send you marketing and/or promotional materials from time to time.

Payments that you make through the Site will be processed via the Public Bank Payment Gateway. You must only submit to us or to the Public Bank Payment Gateway information which is accurate and not misleading and you must keep it up to date and inform us of changes.

Your actual order details may be stored with us but for security reasons cannot be retrieved directly by us. However, you may access this information by logging into your account on the Site. Here you can view the details of your orders that have been completed, those which are open and those which are shortly to be dispatched and administer your address details, bank details and any newsletter to which you may have subscribed. You undertake to treat the personal access data confidentially and not make it available to unauthorised third parties. We cannot assume any liability for misuse of passwords unless this misuse is our fault.

 

Updating Your Personal Information
You can update your personal information anytime by accessing your account on CRAFTIVITI website.

 

Security of Your Personal Information
CRAFTIVITI ensures that all information collected will be safely and securely stored. We protect your personal information by: 

  • Restricting access to personal information
  • Maintaining technology products to prevent unauthorised computer access
  • Using SSL (secure sockets layer) encryption technology when processing your financial details.

 

Disclosure of Personal Information
We will not share your information with any other organisations other than those third parties directly related to the delivery of the products you have purchased from CRAFTIVITI website. In exceptional circumstances CRAFTIVITI may be required to disclose personal information, such as when there are grounds to believe that the disclosure is necessary to prevent a threat to life or health, or for law enforcement purposes. CRAFTIVITI is committed to complying with the Privacy Act and the National Privacy principles.

We may however use your contact information to send newsletters from us.

If you believe that your privacy has been breached by CRAFTIVITI please contact us at enquiry@craftiviti.com and we will resolve the issue.

 

Collection of Computer Data
When you visit CRAFTIVITI, our company servers will automatically record information that your browser sends whenever you visit a website. This data may include: 
  – Your computer’s IP address
  – Browser type
  – Webpage you were visiting before you came to our site
  – The pages with in CRAFTIVITI you visit
  – The time spent on those pages, items and information searched for on our site, access times and dates, and other statistics.

This information is collected for analysis and evaluation in order to help us improve our site and the services and products we provide. This data will not be used in association with any other personal information.

 

Changes to the Privacy Policy
CRAFTIVITI reserves the right to modify and change the Privacy Statement at any time. Any changes to this policy will be published on our site.

 

Complaints about breaches of privacy
If you are not satisfied with the way in which we handle your enquiry or complaint, please don’t hesitate to contact us at enquiry@craftiviti.com.

 

Return and Exchange Policy

If there is a defect with the product or it is damaged, please take a photo and email to us at sales@craftiviti.com or do bring the product back to the store and we will evaluate it.

For any exchanges, all products must be unopened and in the same condition it was received. However, we do not accept any opened liquid items such as those of carrier oils and fragrance oils for hygiene purposes. You can email to us at sales@craftiviti.com or bring the product back to the store within 7 days from the date of purchase along with the original Invoice/Receipt.

We do not accept any refunds or returns for custom ordered items since the items have been specifically packed for you. Before purchasing custom orders or bulk items, it is always recommended that you try our smaller retail packs first to see if the product suits you.

For online orders, any shipping charges paid will not be refunded if the order is returned. Additional shipping and handling charges will apply for second parcel.

Delivery Days

We process online orders 7 days a week, however pick up will only be from Monday to Friday. There are no deliveries over the weekends. This means that if you place your order on Thursday or Friday, your materials will only reach you the following week depending on the delivery schedule.

Delivery Times

We aim to deliver your craft materials to you in the fastest time possible. This is why we work very hard with our delivery partners. All orders before 2pm will be picked up from our outlet at 5pm. All orders after 2pm, will be processed the following working day. There are no deliveries on Saturdays and Sundays.

Delivery rates

West Malaysia (Peninsular) – RM10.00 (for the 1st 1kg), additional RM2.50 (for the next 1kg)
East Malaysia* (Sabah/Sarawak) – RM14.00 (for the 1st 1kg), additional RM12.00 (for the next 1kg)
Singapore – RM48.00 (for the 1st 1kg), additional RM18.00 (for the next 1kg)

Urgent Order

While we would love to accommodate all urgent orders and get your craft materials to you as soon as possible, it would be safer for you to allow a window frame of 3 to 5 days for delivery in case of any delays during delivery.

International Deliveries

Currently we only ship to Singapore but don’t let this stop you for writing to us. Email us at enquiry@craftiviti.com to give us your order list and request for shipping rates to your country. We would be delighted to check for you.

Shipping partners

At the moment, we use Gdex as our shipping partner nationwide and to Singapore. You’ll be informed of your package courier and the respective tracking number in the shipping confirmation email we send out.

Damages

If a parcel arrives damaged, snap photos of the damaged box before you open the parcel. Then open the package and carefully check your goods for signs of damage.

If they do prove to be damaged, take photos of any damaged items. Reseal the box, send us the photos and we will arrange a reverse pick up. We will then resend you a new set of items. Please note that you must contact us within 24 hours of delivery. Don’t forget to keep all damaged goods and their packaging as you may be required to return these to us.

Once we receive your parcel, only then will we resend another set to you.

Delivery Delays

While we process all orders daily, we are bound by the delivery schedules of our freight partners. For orders within Selangor, your parcels should get to you in 2 to 4 days. For orders outside Selangor, kindly wait between 3 to 5 days. Slight delays will also happen due to public holidays and festive seasons. Your kind understanding is deeply appreciated. All orders made on Friday will only be delivered on the following Monday.

Holiday Slowdown

While we are open during some public holidays, our freight partners may not be. Hence you may get a response from us because we work really hard to get your materials out to you. However, the parcels will not be picked up until after the holidays. Again your kind understanding is deeply appreciated.

Change of address

Once an order has been sent out, we cannot change the mailing address. So please check your mailing address and ensure it is correct and made to the location you desire.

Returns

Unfortunately once the materials have been sent out, we will not entertain any returns or change of products due to wrong product ordered or change of mind. So please do check your orders to make sure everything is what you need before making payment.

Prohibited items

For our customers in Sabah and Sarawak, we are unable to deliver any item that is contained in an aerosol. Do check the dangerous goods or hazardous goods list before making your order.

Singapore Orders

All Singapore orders will have an additional 7% Singapore custom tax charged separately. This will be borne by the customer during delivery.

Store Pick Up

If you wish to make payment for your order and pick up the items after that, select the Store Pick Up selection during checkout. No delivery fee will be added to your bill. You can pick up your parcel anytime from 10am to 6pm Monday to Sunday. Should you change your mind and wish to have the items delivered, do email enquiry@craftiviti.com and we will advise on delivery charges.

Change from Delivery to Store Pick up

If you have already made payment including delivery and choose to pick up instead, the delivery fees will be converted into store credit. Due to our policy with Paypal and iPay88, we will not be able to return cash over the counter. Your kind understanding is appreciated.  

License and Permit to buy and sell Liquid Latex

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