Product information

New Zealand Returns:

Our return policy is valid for 14 days from the date of delivery. Please contact us within this timeframe to utilise our free returns service. Please note that Gift Cards, custom art, and wedding stationery are not eligible for return.

To qualify for a return, the item must be unused, in the same condition as when you received it, and in its original packaging. For any items damaged during transit, please reach out to us, and we will arrange a replacement print.

To complete your return, we require a receipt or proof of purchase. Any item that is not in its original condition, is damaged, has missing parts (not due to our error), or is returned more than 30 days after delivery will not be eligible for a refund.

Once we receive and inspect your returned item, we will notify you by email to confirm receipt. We will then inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method.

Australian Returns:

We do not accept returns from our Australian customers, unless the item was damaged during transit. We can however exchange for a different size. If you experience any issues, please contact our customer support team for assistance at hello@papierhq.co.nz

Exchanges (if applicable):

Exchanges are only offered for defective or damaged items, or if you need a different size. Please note that custom items are not eligible for exchange, as they are made specifically for our customers. If you would like to request an exchange, please email us at hello@papierhq.co.nz.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the return is processed, a gift certificate will be issued to you. If the item was not marked as a gift, or if the gift giver had the order shipped to themselves for later delivery, the refund will be processed to the gift giver’s original payment method, and they will be notified of the return.

Shipping

New Zealand Shipping

Express Shipping • Orders over $199	Metro: 1 - 4 business days	FREE
Express Shipping • Orders under $199	Metro: 1 - 4 business days	$9.95
Rural Shipping • Orders over $75	Rural: 2 - 3 business days	$9.95
Rural Shipping • Orders under $75	Rural: 2 - 3 business days	$9.95

We offer free standard shipping within New Zealand on full-priced orders over $199.

Free shipping applies to full-priced items only and excludes sale items, discounted items, and purchases made during promotional or sale events.

For sale items, discounted items, or orders placed during promotional events, a flat shipping rate of $9.95 applies within New Zealand, unless otherwise stated.

P.O BOX

We are unable to ship to P.O Boxes.

Pick up

You will be notified when your order is ready for pick up. Our office pick up options are Monday - Sunday, 9am - 4pm.

International Shipping

Australia	Orders over $150 • Express Shipping (2-3 business days)	$30 NZD
Australia	Orders under $150 • Express Shipping (2-3 business days)	$30 NZD
Europe / UK	Orders over $150 • Express Shipping (3-7 business days)	$50 NZD
Europe / UK	Orders under $150 • Express Shipping 93-7 business days)	$50 NZD
Rest Of World	International Shipping (PRINT AND STATIONERY ONLY)	$50 NZD

Shipping to Australia is calculated at checkout based on your order value and the items in your cart. Due to the size, weight, and fragile nature of selected items, including some homewares, additional shipping charges may apply.

Where applicable, any additional shipping cost will be shown at checkout or confirmed with you before your order is shipped.

Timing

New Zealand: We aim to dispatch all orders within 5 working days between Monday - Friday and all orders received before 2pm NZT (Monday – Friday) on the same business day*. Please email us for urgent or special occassion orders and we will do our best to dispach these on the same day.

Australia: We strive to get your orders out within 10 working days. All of our art is printed and framed on demand. This means we can make sure everything is perfect before sending it out to you. If there is a delay in orders we will advise you.

Rest of the world: We strive to get your orders out within 10 working days. All of our art is printed and framed on demand. This means we can make sure everything is perfect before sending it out to you. If there is a delay in orders we will advise you.

*Please note: During peak periods (Sale or Public Holiday periods), there may be a delay in dispatch due to a high volume of orders received. And the turn around time during busy periods is 5 to 7 working days.

Oversized, Fragile & Bulky Items

Some oversized, fragile, or bulky items may be excluded from standard shipping rates and may incur an additional delivery charge. This includes, but is not limited to, selected frames, glassware, trays, vases, and homewares.

Any additional delivery charges will be shown at checkout where possible. If we need to confirm a shipping cost manually, we will contact you before your order is dispatched.

Dispatching your order

We use a variety of couriers for all of our deliveries. Once your parcel is collected from our warehouse and scanned into the corresponding depot, you will be emailed your tracking number. If you are unable to find your email from the relative shipping couriers, please check your junk mail or alternatively contact us at hello@papierhq.co.nz

Once your order has left our warehouse, it is in the hands of the courier. Any delays caused by the shipping company are outside of our control. Expected shipping times are an estimation given to us by the shipping companies, and may vary depending on locations. Each order is packed carefully by our warehouse team.

Stolen Parcels

It is the customers responsibility to nominate a safe and secure shipping address. Papier hq is not responsible for any stolen or missing parcels once an order has been delivered to the nominated address. Please email us if the courier has left it without signature so we can replace your order for you. hello@papierhq.co.nz

Damaged Parcels

Papier hq is not liable for any damage sustained to parcels once successfully delivered to the nominated address. If it is damaged in transit we will replace this at our expense. Please email us at hello@papierhq.co.nz and we will arrange a replacement asap.

DHL Tracking

To track your order, please visit: www.dhl.com/au-en/home/tracking

Expected Shipping Times

Once we recieve your order we aim to get it out within 5 working days. If it's urgent please email us at hello@papierhq.co.nz

Our express service delivery timeframes are based off your location to our warehouse in Auckland. Metro cities across New Zealand can expect delivery within 1-3 business days. Once we receive your order.

Please note A0 orders are a 4 week turnaround.

International Customs & Taxes

It is the customer's responsibility to be informed of any local customs & taxes charges. These fees are not included in your order total and must be paid to your local customs office prior to receiving your order.

Papier hq will not offer refunds for any refused shipments due to additional customs & taxes charges. If this fee is not paid, the order will be returned to us at the customers expense. Any custom charges paid to receive your order are not refundable upon return.

Need more information?

If you have any questions regarding your parcel's shipping, please contact your relative courier:

Castle parcels: 09 525 5500
NZ post from New Zealand: 0800 501 501
NZ post from overseas: +64 9 977 0102
Fedex: 0800 275 868
DHL express: 09 976 2976

or email Customer Service on hello@papierhq.co.nz

What is your normal turnaround time?

New Zealand: We strive to get your orders out within 5 working days. All of our art is printed and framed up as we receive your order rather than holding stock of designs. This means we can make sure everything is perfect before sending it out to you. If there is a delay in orders we will advertise this on our header on our website. Please note A0 framed art is a 4 week turnaround.

Rest of the world: We strive to get your orders out within 10 working days. We have amazing framers based in Australia and London. All of our art is printed and framed up as we receive your order rather than holding stock of designs. This means we can make sure everything is perfect before sending it out to you. If there is a delay in orders we will advertise this on our header on our website. Our stationery orders will be sent from our head office in Auckland, New Zealand.

How long do couriers take?

We always pay for the tracked 2-6 day service but due to covid this can sometimes take longer. You will get a tracking number emailed to you as soon as it is ready to be picked up.

I've been emailed a tracking link but there's no information attached to it?

This means the courier hasn't picked it up yet. As soon as they scan it in their DC it will start tracking your order.

I haven't been emailed a tracking link?

Our system automatically sends you a tracking link so make sure you check your spam folder. Sometimes email addresses get put in incorrectly too so double check this once you order.

Where are your frames made?

For our New Zealand frames we use a New Zealand local framer and for Australia and Uk/Europe we have a framers based there too. We like to use local suppliers as much as we can.

Do you make custom frames?

Yes we can. Just send us an email to hello@papierhq.co.nz

Can you print and frame photos:

Yes we can! This is available under our custom art tab. You can select up to A1 size in Natural, white or black frames. All you have to do is upload your image to our website or email it through to us and we will do the rest! For any questions you can contact us at hello@papierhq.co.nz

Can I return a print I'm not happy with?

Yes you can! We want our customers to be super happy with their purchases so we offer a return service. Just send our customer service an email to hello@papierhq.co.nz and they can arrange it for you. Please note we cannot return custom art unless it is damaged or the quality is not up to spec. Returns are to be at customers cost unless broken or damaged. All orders need to be returned to our New Zealand head office: 983 Mount Eden, Mount Eden, Auckland 2014.

My order arrived broken. What do I do?

This can unfortunately happen in transit sometimes. We replace all damaged orders. Please send us an image to hello@papierhq.co.nz

How much notice do we need for a wedding?

We need 4 weeks. This allows time for printing, designing and couriering your products to you.

How big are your frames?

All of our frames are 20mm wide except our A0 which is 25mm. When selecting a size, this is referring to the print size, all of our frames are an additional 20mm or 25mm. Please see below print sizes:

A0 - 841mm x 1188mm

A1 - 594mm x 841mm

A2 - 420mm x 594mm

A3 - 297mm x 420mm

A4 - 210mm x 297mm

I can't find a design that I like. Are you able to do a custom design?

Yes we can! Just send us an email to hello@papierhq.co.nz

Can I customise an exisiting print?

Yes you can. We design all of the prints in house which means it's easy for us to make small changes such as colour. Just send us an email to hello@papierhq.co.nz

FAQ

FRAME DIMENSIONS

A0 - 841mm x 1188mm

A1 - 594mm x 841mm

A2 - 420mm x 594mm

A3 - 297mm x 420mm

A4 - 210mm x 297mm

Where are OUR frames made?

We are all about New Zealand made - our frames are manufactured locally! They're high quality NZ wood and glass, finished in matte black, matte white or a natural finish. The frame edge is approximately 20mm wide and 15mm deep. Please note for our A0 prints we use perspex instead of glass due to it's delicate nature.

Can you customise an exisiting design?

Yes you can. We design all of the prints in house which means it's easy for us to make small changes such as colour. Just send us an email to hello@papierhq.co.nz

For wedding stationery templates we are able to change fonts and colour. If you want something completely custom we can do that too. Just email us at hello@papierhq.co.nz

TURN AROUND TIME

We strive to get your orders out within 7 working days. All of our art is printed and framed up as we receive your order rather than holding stock of designs. This means we can make sure everything is perfect before sending it out to you. If there is a delay in orders we will advertise this on our header on our website.

For weddings we require 4 weeks. If it's urgent please email us at hello@papierhq.co.nz and we will try our best to fit you in if we have availability.

CUSTOM SIZES

Size not quite right? All of our prints and frame sizes can be customised. Just send us an email to hello@papierhq.co.nz

Can you return a print I'm not happy with?

Yes you can! We want our customers to be super happy with their purchases so we offer a return service. Just send our customer service an email to hello@papierhq.co.nz and they can arrange it for you. Please note we cannot return custom art unless it is damaged or the quality is not up to spec. Returns are to be at customers cost unless broken or damaged. All orders need to be returned to our New Zealand head office: 5 Birmingham Road, East Tamaki, Auckland 2013, New Zealand.

Who designs our prints?

All of our art is designed in house at Papier hq by our small design team.

What paper are our prints printed on?

We use professional museum quality, medium weight matte card for all our prints. Our paper stock gives our prints a very high quality, long-lasting and beautiful finish.

HOW MUCH NOTICE DO WE NEED FOR A WEDDING?

We need 4 weeks. This allows time for printing, designing and couriering your products to you. If you have a last minute order please email us at hello@papierhq.co.nz and we will advise if we can squeeze you in or not.

I can't find a design that I like. Are you able to do a custom design?

Yes we can! Just send us an email to hello@papierhq.co.nz