Product information
Free Returns
Our return policy is 14 days. Please get in contact within the time frame to use our free returns service. Please note Gift Cards can not be returned.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We want you to be 100% happy with your purchase so please contact us if you have any issues.
For courier breakages please contact us for a replacement print.
To complete your return, we require a receipt or proof of purchase.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error or returned more than 30 days after delivery will not receive a refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@papierhq.co.nz.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@papierhq.co.nz.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should mail your product to:
5 Birmingham Road, East Tamaki, Auckland 2013.
Any further questions please feel free to contact us here.
FAQ
FRAME DIMENSIONS
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
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
The perfect piece or your money back
We understand that selecting your favourite prints and stationery might feel daunting. but not to worry, it's actually quite easy and completely risk-free. If you're not 100% happy with your print we will exchange it for something you do love or give your money back.
