FAQ

What is your normal turnaround 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.
A
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. 
A
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.
A
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.
A
Where are your frames made?
For our New Zealand frames we use a New Zealand local framer and for Australia we have a framers based there too. We like to use local suppliers as much as we can.
A
Do you make custom frames?
Yes we can. Just send us an email to hello@papierhq.co.nz
A
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
A
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: Unit 2, 116a Harris Road, Auckland 2013, New Zealand. 
A
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
A
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.
A
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:
A
A0 - 841mm x 1188mm
A1 - 594mm x 841mm
A2 - 420mm x 594mm
A3 - 297mm x 420mm
A4 - 210mm x 297mm
A
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
A
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