🎉 Use code HAPPY1YEAR for 15% OFF your order (Min spend RM75) 🎉
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General


Q. Where are you based at?

We're based in sunny Petaling Jaya, Malaysia.

Q. How did City On A Hill Designs came about? 

We share a little more on this journey over on the About section which you can read more about.

Q. Do you offer custom design services?

Thank you for your interest- yes we do, would love to hear your ideas out and hope to bring them to life. Kindly DM me on Instagram, WhatsApp at +6012-274 2282 or email me at [email protected] to check on our availability and further discussions. 



Shipping & Delivery / Self-Pickups


Q. How long will it take for my order to be shipped out once payment is made?

All items (except stickers & prints) are made to order and hand-packed upon confirmation. Please allow 1-3 business days to prepare for shipment and have your goodies mailed out.


Q. How long does delivery take?

Generally, delivery within Pen. Msia would take 3-5 business days; East Malaysia would take 5-7 business days. 

*Due to Covid-19, deliveries will be delayed depending on location and will vary based on state and country’s restrictions with parcel shipping. Sincere apologies for the inconvenience caused. 


Q. How can I track my order?

You can track your shipment here.


Q. How much does shipping rates cost?

A flat rate of MYR 8 for Pen. Msia, and MYR 14 for East Msia. 


Q. Do you ship internationally? 

Thank you for your interest and support- yes and no. No as currently my website only supports orders within Malaysia. But YES because I do take international orders manually. If you'd like to place an order, kindly DM over on Instagram and I'll revert to you the total amount of your order + shipping. 


Q. Do you offer self-pickups? 

Oh yes, I offer this service catering for domestic orders only.


Q. Where can I pick up my order from?

Location: BU 7

The actual date and time will be arranged via WhatsApp once payment for your order is received.




Order


Q. What payment mode do you accept?

At the moment only bank transfer is offered, and Paypal is used for international orders.


Q: What are your bank account details?

Company Name: City On A Hill Designs
Bank: Hong Leong Bank Berhad
Swift Code: HLBBMYKLXXX
Bank Account Number: 004-00-17358-2

A proof/screenshot of your bank transfer is needed for verification purposes before any orders are processed. Kindly send it via WhatsApp at +6012-274 2282 or simply reply to your order confirmation email.


Q. How are my orders packed?

Mugs: Bubble-wrapped and safely placed in carton box to ensure maximum protection during shipping and secured further with twine

Tees: Snuggly wrapped with tissue paper, lined with brown wrapping paper and secured with a twine

Stickers: Placed in OPP bags 

Prints: Placed in OPP bags with backing boards

Tapestry: Placed in OPP bags

All orders will be placed into bubble padded envelopes / courier bags for shipping.

Presently, there'll still be traces of plastic used (ie. bubble wraps/OPP Bags). However, I’m finding alternatives that are more environmental-friendly whilst ensuring orders are received as per delivered.


Q. Help! The promo code isn’t applicable at checkout.

It’s a possibility that the promo code period has ended, the code has been utilized previously or the criteria isn't met. 

If you'd like to clarify on the promo code, kindly DM me on Instagram, WhatsApp at +6012-274 2282 or email me at [email protected] and I'll be sure to attend to your queries in 24 hours.




Refunds / Returns


Apparels

All apparel orders are final as they are made to order based on shirt size and design.

There will be no exchanges or refund for this product category.


Broken Mugs / Bent Prints

Yikes! I’m so sorry that your order didn’t survive the courier ride and would happily send you a replacement of the product. 

Please notify me of the damaged good(s) by sending a photo to [email protected] within 24 hours* of you receiving the package. 

My sincere apologies that this happened to your order and will try my best to ensure the replacement arrives safely. We are grateful for the opportunity given to recover your shopping experience. 

*Any request that is received after this time frame will be considered void.


Seconds

Thank you for choosing to give a second chance for these goodies that didn't make the final cut. However, all items from the "seconds" are final. 


Stickers / Tapestry 

All stickers and tapestry orders are final. They've gone through detailed quality check to ensure these are in tip-top shape before they're packed and shipped out. 


Kindly email us at [email protected] should you have any other inquiries in regards to refunds and returns, and we'll respond soonest. Thank you.




Products


Q. How are your products made?

Designs are hand-lettered/designed and illustrated by us, after which they undergo a series of adjustments and tweaks to ensure they are ready for printing, cutting and pressing which are all done in-house in our little bedroom studio.


Q. What are the materials used for your products?

For mug designs, we use professional and durable vinyl.

For tees designs, we use environmentally friendly (PVC free) heat transfer vinyl. 

For stickers, we use authentic printer inks only, printed at high quality with water resistant sticker paper. 


Q. I heard vinyl is not as durable as other methods of printing. 

Yes and no. Designs’ durability are based on how they are taken care of. 


Q. How can I best care for my products? 

Mugs: Hand washed with a non-abrasive sponge, and gently patted dry. Do not scrub hard and do not soak mugs. Mugs are not microwave or dishwasher safe.

Tees: Machine wash inside out, cold with like colours. Do not bleach. Highly recommended to hang dry. Be sure to also iron your t-shirt inside out and not directly over the design.

Tapestry: Iron on low heat and best if you have a steamer. Should any dirt get onto your tapestry, gently brush any dirt off the tapestry. You can do this with a soft-bristled paintbrush. You can also vacuum it with your upholstery vacuum attachment. You can also try to spot-clean one spot on your wall hanging at a time, but it's best to test your cleaning method on a tiny corner of the wall tapestry beforehand.




*All policies are subjected to change without prior notice.


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