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- FAQ Part 2
FAQ Part 2
SHIPPING
How will my order be sent?
Your art print(s) will be wrapped in acid free tissue paper and depending on the size be shipped in either a heavy duty mailing tube or a flatpack reinforced art envelope. All orders within New Zealand are delivered by either Post Haste or Castle Parcel couriers. When checking out please ensure that you supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays.
Do you ship to PO Boxes?
Unfortunately we are unable to deliver to PO Boxes.
Can I track my order?
Yes. Once your order has been dispatched, you will receive email confirmation from us as well as a tracking number. You can track your order 24 hours a day by using the tracking number provided on the Post Haste or Castle Parcels website.
How long will my order take to arrive?
We take great pride in providing a fast and efficient service. Once your payment has been confirmed your order will be dispatched within 24 hours. (please note that orders received after midday on Friday will be dispatched the following Monday). If there is a delay for any reason, we will contact you and let you know when you can expect delivery. If purchasing your art print unframed you can expect to receive your order within 3 working days. For framed prints delivery will be 7 working days. Please note that delivery to rural addresses can take longer than this timeframe.
RETURNS
What if the art print I purchased is not right?
We are confident that you will love the art prints that you purchase from us. If however you are not completely enamoured with your art print or it’s just not quite right for your space that is fine - we are happy to offer you an exchange, credit, or a refund, provided that the art print is returned to us in it’s original condition within 30 days of you having received it.
Can I return framed artworks?
Yes you may. Framed artworks can only be exchanged for store credit. We do not offer refunds on framed artworks. In the unlikely event that your framed artwork arrives damaged we will replace it free of charge.
Do you offer free returns on unframed art prints?
If you would like to exchange your art print for another of equal or greater value or for store credit we will cover the cost of returning your order to us. If you would like a full refund you will need to cover the cost of returning your order.
Do you offer free returns on framed art prints?
If you are ordering a framed artwork for the first time we will offer you free returns on that purchase. We appreciate that purchasing a framed artwork is a more expensive purchase and we want you to be able to do so in complete confidence. If for whatever reason you don't love your framed artwork just let us know and we will cover the cost of returning it to us. For customers that have purchased framed art from us previously and are thus familiar with the level of quality and craftsmanship that goes into our framing we do not offer free returns.
My print has arrived damaged. What should I do?
In the unlikely event that your print has been damaged in transit we will arrange to replace the damaged print at no additional cost to you. Where replacement is not possible, a full refund of the purchase price will be made.
How do I return an item?
In the first instance please contact us with your order number to let us know that you would like to return your print. We will supply you with our address for returns. Please note that we are not liable for prints that go missing or are damaged in the process of being returned to us. Accordingly we strongly recommend that use a delivery service that offers tracking. We also recommend using the original packaging to safely package the print to minimize the risk of damage.
Can I return a sale item?
Sale items are non refundable however we will happily accept sale items back for an exchange or online credit.
Will I be refunded the full value of my order?
All correctly returned products will be refunded the purchase price less the original shipping costs. Refunds are processed on the same day as we take receipt of the returned goods. Please note that it can take up to five business days for the refund to appear in your account after it has been processed by our returns team.