Help & Support

Help & Support

About arcadia.design

An overview of arcadia.design and how to manage your account.

Who is the service for?

We design for:

Service Centres

Spas & Salons

Printing Companies

Churches

Not-For-Profits

Charities

E-Commerce and Retail Shops

Affiliate Marketers

Restaurants

Law Firms

Educational Institutions

Real Estate Agents

Mortgage Agents

Insurance Agents

Marketing Agencies

Social Media Managers

Business Development Managers

E-commerce Marketplace Merchants

arcadia.design is for startups, SMEs, marketers, creative agencies, freelancers, entrepreneurs – just about anyone who needs cost-effective, high quality web & graphics design services, on an ongoing basis. With arcadia.design, you’ll feel like you have an in-house designer – without the hefty price tag.

What is unlimited?

arcadia.design’s unlimited web & graphics design service includes unlimited requests and unlimited revisions. This means that you can make as any requests as you like, and we’ll work through them as quickly as possible. Once you submit your requests, your dedicated Project Manager will review them, to ensure we have all the details required. Then they’ll assign them to your design team. By default, your requests will be completed in the order you submit them. But if you ever need to change the order, or prioritize a certain task, or tasks, you can do so by letting our Project Manager know. On average you’ll receive 2-3 designs to review, per business day. As we work together, and get to know your brand and vision better, the review and revision process will get faster and faster. So you’ll be able to get an increasing number of design projects completed, and only ever pay our flat monthly fee.

What if there is a delay?

We work hard to make sure we deliver on time and beyond your expectations. But if there ever is a delay, here’s what happens:

Once you’ve submitted all of the necessary details for a request, if we take longer than 2 business days to fulfill it, you can get RM100 off your next monthly fee (limited to RM200 per month). Just email [email protected] with the details. We want you to know that you’re investing in a service you can rely on. No shady business here. Just the arcadia.design guarantee of great service.

Frequently Asked Questions

Have questions about how we work and what you get? We’ve got all the answers you need.

What kind of designs can arcadia.design create?

We can design:

Logos

Custom Illustrations

Postcards

Flyers

Posters

Brochures

Pamphlets

Booklet Designs

Infographics

Book Covers

Vehicle Wraps

Email Templates

Presentation Decks

Ebooks

Menus

Web Banners

Social Media Ads

GIFs

Instagram Stories

Website Headers

Social Media Posts

Billboards

Tradeshow Signage

Tradeshow Tents

And a whole lot more…

What kind of designs don’t arcadia.design do?

We’re an experienced team that works on a wide range of designs, but there are a few limits to what we can deliver. We don’t fulfill the following types of requests: Motion Graphics, 3D Rendering, UI/UX Design, App Design and Video Edits.

What does “unlimited design” mean?

arcadia.design’s unlimited design service includes unlimited requests and unlimited revisions.

This means that you can make as many requests as you’d like, and we’ll work through them as quickly as possible.

Once you submit your requests, your dedicated Project Manager will review them, to ensure we have all the details required. Then they’ll assign them to your design team.

By default, your requests will be completed in the order you submit them, but if you ever need to change the order, or prioritize a certain task, or tasks, you can do so by letting your Project Manager know.

On average you’ll receive 2-3 designs to review per business day (this applies to designs like social media posts, web banners and single sided print designs). If you’ve got a more complex design request, we’ll let you know how much longer it will take.

As we work together, and get to know your brand and vision better, the review and revision process will get faster. So you’ll be able to get an increasing number of design projects completed, and only ever pay our flat monthly fee.

How long do requests take to complete?

We work on your requests on a first-come, first-served basis. They are entered into your design team’s queue in the order that they are received. Your team then works on delivering them. On average you’ll receive 2-3 designs to review, per business day (this applies to designs like social media posts, web banners and single sided print designs). If you’ve got a more complex task like a lengthy presentation deck or brochure, let us know and we’ll provide an estimate on how long it’ll take.

My business is expanding rapidly. Can you keep up?

Absolutely. If you need more than one design team to handle your requests, you can add additional subscriptions at any time.

How much is the service?

RM3,999 per month or get 2 months free with an annual subscription of RM39,990 per year. No set-up fee, no minimum terms, no cancellation penalties. Absolutely no contracts.

I have a really time-sensitive request. What do I do?

If a request is especially time-sensitive, you can indicate this when submitting your request details. We’ll do our best to bump it up in the queue and advise you of the delivery time.

What are your business hours?

10.30am to 6.30pm GMT+8

While these are the hours your design team and Project Manager will offer coverage, you can reach out to our support team via live chat at https://m.me/arcadia.my or by email at [email protected], 7 days a week.

How many requests can I submit at a time?

You can submit an unlimited number of requests. Your dedicated Project Manager will review them, to ensure we have all the details required, and then assign them to your design team.

By default, your requests will be completed in the order you submit them. But if you ever need to change the order, or prioritize a certain task, or tasks, you can do so by letting our Project Manager know.

We get it. Sometimes priorities shift and deadlines change. So we’re happy to be as flexible as possible to help you meet yours.

How do I submit and manage my requests?

There are two ways you can make requests – through email at [email protected], or through our task management software, Airtable.

What details should my design request include?

Include these details every time for the best results: size, orientation, format (print or digital), preferred colours, inspiration designs, and text copy. The more descriptive you can be, the fewer revisions will be required.

Who works on my requests?

Your dedicated design team does! Your team is made up of 1 Project Manager and 3 designers who specialize in different types of design.

Based on what you need, your Project Manager will assign your request to the designer best suited to complete it. Once that request is completed, we then move on to your next request.

We fulfill your requests one at a time, on a first-requested, first-fulfilled basis. This way you get what you need first, the fastest.I

f the priority of your requests ever shifts, after you’ve made a request, you can just let your Project Manager know. They will hit pause on your active request, and fulfill the one that’s become more time sensitive.

How do I get revisions done?

Your dedicated design team will take care of your design, from first-draft to final product; and all the revisions you need. Just let them know the details of the revisions required, via email at [email protected], or through our task management software, Airtable.

Is there a contract I have to sign?

No, we don’t have any contracts. Our service is delivered month-to-month for a flat monthly rate.

Request Guidelines

Refer to these posts to help you make requests that lead to fewer revisions.

The Basics

With every design request you should include the following details:

  1. Size
  2. Style
  3. Orientation
  4. Colors
  5. Inspiration
  6. Text copy

Print Designs require a few additional details:

  1. Bleed size (you can confirm this with your printer)
  2. File formats (you can confirm this with your printer)

Tip: Want fewer revisions? Be as descriptive as possible, triple check your text copy, and provide pictures as references of the style you’d like.

Sharing brand guidelines

To make the design process faster, and to cut down on the number of revisions required, share your brand guidelines with us. Here’s what that includes:

  1. Logo
  2. Preferred colours/colour palette
  3. Preferred fonts
  4. Mission/vision
  5. Target audience
How to access your files

Your completed design files are all available in the “Completed” list on your Airtable board. To find what you’re looking for quickly, use the search icon at the top of your board. Or they’ll be in your inbox if you’ve chosen to submit requests with email.

Digital designs will be provided as JPG and PDF files by default. Print designs will be provided as PDF files by default. Logo designs will be provided as JPG, PNG and PDF files by default. Our PDF format files are AI & PSD compatible and can easily be opened and edited by either programs. If you require any other formats, be sure to let your Project Manager know!

If we are off the mark

We offer unlimited revisions because we want you to get exactly what you need. However, at times, there can be a disconnect between what you imagine and what you get. If you find yourself in that spot, here’s what we recommend:

  1. Review your requests: Sometimes a request is missing details or not as clear as it could be. Try providing additional references and details in your revision requests.
  2. Give your designer detailed feedback: Let your designer clearly know what they’ve missed. They’ll work as quickly as possible to have your design revised.


Tip: After attempting steps 1 and 2, if you find that your design is still falling short, shoot us an email at [email protected]. We’ll review the issue and work to find you a resolution as quickly as possible.

Avoiding typos

There are 2 easy ways to avoid typos in your design:

  1. Triple check the spelling of your text copy.
  2. Provide the text copy in a format we can copy and paste from. You can do this by including it in the description, attach a Word doc or provide the link to a Google doc.
Prioritizing requests

When you’re making multiple requests, be sure to order your cards according to priority. Requests are fulfilled on a first-come, first-served basis, from the top down. So, if you’re posting multiple requests at the same time, make sure the order of your cards reflects which tasks should be completed first.

Requesting revisions

Comment, drag and drop. Literally. Just add the details of the revision required in a comment. Then move the relevant card from the “In Review” or “Completed” list to the “Requests” list.

Submitting Tasks via Airtable

See how simple project management can be with Airtable and arcadia.design.

Airtable 101

Your Airtable board includes:

  1. Cards for each of your requests
  2. Lists for each stage of the design process
  3. An Activity Feed where you can see all of the activity that has taken place on your board

New Requests

To make a request simply create a new card in the “Requests” list. Include a detailed description and add any relevant attachments.

Tip: Refer to the “Guidelines” list to help you figure out which details to include.

Prioritizing Your Requests

When you’re making multiple requests, be sure to order your cards according to priority. Requests are fulfilled on a first-come, first-served basis, from the top down. So, if you’re posting multiple requests at the same time, make sure the order of your cards reflects which tasks should be completed first.

Revision Requests

Requesting revisions is a simple, 2-step process.

  1. Add the details of the revision required in the comments section of the relevant card.
  2. Move the relevant card from the “In Review” list to the “Requests” list.

The sooner you do this, the sooner we work on your revision request.

Adding Brand Guidelines

You can add your brand guidelines to the “Guidelines” list to make the design process more efficient. Be sure to include as much details as possible (logos, colour palettes, style guides or style references, inspiration images and designs). We want to know it all!

Inviting members to view your board

Work as part of a team and need to give others access to your designs? You’ve got it. Just let us know your team members’ preferred emails or their existing Airtable usernames, if they already use Airtable. We’ll then invite them to help you make and manage design requests.

Pausing & cancelling requests

Pausing a request is easy. Simply comment on the relevant card to let your designer know that the request should be paused until you confirm. Cancelling a request is simple too. If you need to cancel a request, just comment on the relevant card to let your designer know that the request should be cancelled.

Setting up notifications preferences

You can set up notifications preferences by clicking on your profile icon and selecting your preferred method of notification – mobile push or email.

Notifications will alert you to:

  1. All comments from other users
  2. Adding, changing, and upcoming due dates
  3. Card moves and archives
  4. Attachments uploaded
Duplicating requests

Duplicate requests easily by opening up a card, and selecting “duplicate record” under the drop-down menu next to the title. You’ll be prompted to create a new card title, and to select the board and list to which the card should be added. The board will be your design board and the list will be the “Requests” list. You can then prioritize the request by selecting its position in the “Requests” list.

Submitting Tasks via Email

A quick overview of how to submit a design request via email.

How to email a request
  1. Email the details of your request to [email protected]
  2. Be as descriptive as possible about your design—from the subject line to the body of your email.
  3. Attach pictures to be used, references, logos and/or assets.


Tip: If you need your designer to select the pictures for your design, be sure to give them points of reference or a description of what you’re looking for.


Need help with making your request? Refer to our request guidelines.

IP & Confidentiality

Everything you need to know about how we protect your privacy.

Keeping things confidential

We never disclose details about our clients. We do however share some of the designs we create for you in our portfolio. And we’ll always ask you before we do.

Where does arcadia.design get fonts, photos, icons and elements from?

We scour the internet for the best options for fonts, photos, icons and elements. We use a lot of great free resources and we access some premium sources too. Whatever the source, we ensure that font, photo, icon or element is labelled for commercial use. So, go ahead and use your designs however you’d like.

Not finding what you are looking for?

Chat with us or send us an email.