FREQUENTLY ASKED QUESTIONS
We receive very regular questions from our visitors, here is a list of the most frequent:
1. My order has still not arrived, is this normal?
Delivery takes between 7 to 10 days.
If you are in certain areas of South Island and Northland or abroad, dependent on the service used and the size and weight of your order, it can take longer.
If your product is still not there after 14 days MAXIMUM, we will reimburse you at 100% or replace your order. This does not happen very often!
2. Why can delivery be so long?
To avoid high storage and labour costs, some of our works are printed on demand or items held with 3rd party logistics. This allows us to offer you very competitive priced items whilst offering you NZ based support.
3. I wish to cancel my order, is it possible?
Yes, you have 24 hours from the time your order was made. Simply send us an e-mail and we will cancel your order and make a refund of 100% of your order.
4. There are missing items at my order, where are they?
We do try to ship all items at once, however as we have a number of storage points, when you order, each point will take care of a particular product. If you order 5 different items, you may receive 5 different packages and these will arrive at different times (some are faster, some slower). On the other hand if you order 3 times the same product, then they will all be in the same package.
5. How do I know if my order is being delivered or not?
Click on the “Order Tracking” tab and enter your order number and the email address you filled out when ordering. You will see if the status of the order is in “processed” or “unprocessed” mode.
6. Do you ship abroad?
Yes, even though we are based in New Zealand, we regularly ship worldwide to the USA, Australia, UK, Europe, Russia and more.
7. My item is damaged, can I get a refund?
Absolutely, if your item arrives broken, send it back to us or email some photos and it will be refunded.
8. I was mistaken in the size of my order, can I have a refund?
Unfortunately, this is not possible, so be careful before you place an order.
9. I am not satisfied with my order, can I be reimbursed?
All you need to do is contact us and we will advise you of our returns procedure. You have 15 days from the receipt of your order. All you have to do is send us the item and we will reimburse it at 100%. The cost of return shipping is at your expense.
10. How do I contact you?
E-mail (24h response in 99% of cases): firstname.lastname@example.org or online chat
11. Can I contact you by phone?
For the sake of speed, we do not take phone calls. Processing an email takes us a few seconds or minutes, while a call lasts on average several minutes. To avoid costs and the ability to offer you the most competitive prices, we answer only by e-mail or online chat. Know that we don’t ignore anyone and respond quickly. If you have any doubts, send us a message and see!
12. Can I trust you?
Yes you can! We have active Facebook, Instagram and Pinterest pages, we accept payments via Visa, Mastercard and Paypal, these world leaders would never let us continue our shop if we had an important dissatisfied customer rate. Our online shop is constantly checked.