Have some questions in mind and looking for the right answers? Well, you've come to the right place!
Q: When will my art arrive?
A: You can estimate your art’s arrival time by combining the processing and shipping time durations. We will print the art, frame and package it within 7 business days when the order is placed. Framing takes time as it is manually done by hand labour and we are definitely not using cheap, readymade picture frames such as IKEA’s. The back of our frames are attached with brackets and a rope for easy hanging. Shipping depends on the courier service and usually it will be delivered within 1-3 business days.
Q: Do you sell prints only?
A: No, we do not for now. Proper framing is considered a preservation, protection as well as presentation to keep safe the investment and value of the artwork. We use the best materials within stipulated price range for each particular artwork. To be honest, our framing work is just as much an art as the artworks themselves.
Q: Does the image on your site accurately represent what I will receive?
A: The images in the product’s catalogue are shot and created by ourselves using real products. Only the images of the framed art in an environment are digital renders designed by our team’s interior designer. We aim for the highest possible level of image accuracy. However, in some cases, the visual representation may differ in close proximity to the original due to the phone or computer screen colour difference.
Q: How accurate are the item dimensions listed on your web pages?
A: We verify the dimensions of all images on our site, but due to the industry standards, sizes can vary slightly up to 1cm.
Q: Is my artwork insured?
A: YONGL guarantees your satisfaction and we will give you a replacement for purchased items that are physically damaged upon arrival ONLY. In the remote event that your package is lost or damaged upon arrival, please contact our team immediately by phone (on the invoice) or e-mail – email@example.com
Q: What type of packaging do you use?
A: Our framed arts are wrapped with thick bubble wraps and placed in a thick corrugated box designed to lock the frame in position so that it won’t move around during the transit. YONGL personally has spent thousands on giving away arts on social media for the past few years, and has learned valuable lessons on packaging and we will continue to improve.
Q: How do I place an order?
A: Add the product(s) you wish to order from our Catalogue page by clicking on the "Add to Cart" button located next to the product image. Click "Continue Checkout" and follow the instructions after you've selected the right variant/type.
Q: What payment options do you accept?
A: We accept all debit and credit cards such as Visa and MasterCard. In addition, we also accept Touch N Go payment and PayPal. All digital payments are secured on this website, SSL Certificate verified and validated. Tutorial - click on the lock icon beside the web address to check! You can do the same for any other websites you are on.
Q: Do you accept manual bank transfers?
A: No worries! We also accept manual bank transfers similar to that of Lazada’s platform. Select the bank transfer option when checking out and follow the instructions given by the system. After transferring, you have to upload an image of the transfer receipt and we will mark the order as paid!
Q: Do you have any physical stores?
A: Unfortunately, we do not have any physical stores now but we are hoping to have one in the future. We are fully embracing the advantage of digitalization especially during this COVID season. However, our physical work studio is based in Cyberjaya, Selangor – www.yonglstudio.com. All arts will be shipped out from here.
Q: Do you accept Cash On Delivery?
A: We do not for now, perhaps one day in the far future when COVID-19 is gone completely and when we have enough funds to start a physical store with a bunch of ready stocks! :) Stay hopeful!
Q: How much is the shipping cost?
A: You will be able to check and find accurate shipping costs on the checkout page as our product sizes come in multiple variations.
Q: Can I ship to a P.O. Box?
A: No, the artwork needs to be shipped to a real address as the smallest framed artwork we have currently is A4 sized, it wouldn’t fit in a P.O. Box!
Q: How do I track my order?
A: As soon as the print is framed and we shipped the art, we'll send you a confirmation email that includes a tracking number.
Q: Can I cancel my order?
A: Yes, you can but we cannot process cancellations for items that have already been shipped. To cancel an order that has not yet been framed or shipped, please have your order number ready and contact us by phone or e-mail at firstname.lastname@example.org
Q: Can I customize the frame?
A: We do not provide colour or frame customization for now as the store is just opening up. Feel free to drop us an e-mail of your desired frame or even variants. We will discuss with our framer, improvise and evolve from time to time.
Q: Can I select an artwork from your social media, have that printed and framed instead?
A: Nope, but you can drop us an e-mail of which artwork you are interested in, we will roll it in our catalogue in the next season if there is enough demand for it! Thank you for understanding!
Q: Do you ship internationally?
A: Currently, we are only shipping within Malaysia and we do not ship internationally as we are still researching about various courier and logistic services. The option will become available when we have enough demands for this particular request and that we have sorted out the logistics. If you are keen, drop us an e-mail here and let us know - email@example.com