– PLEASE NOTE - NEW ZEALAND IS CURRENTLY IN LOCKDOWN DUE TO COVID-19 - SHIPPING IS TEMPORARILY PAUSED AT THIS TIME –

FAQ

Ordering

How do I place an order?

1. If you know the art print you are after you can quickly locate it using the Search tool. Alternatively you can browse our catalog using the various menus 2. Once you have found an art print that you would like to purchase first select the size if multiple size options are available. 3. Next select the framing option. You can choose to purchase the print either framed or unframed. 4. Once you have selected the desired size and framing option push the 'Add To Cart' button to add the item to your shopping cart. 5. You will then be presented with the contents of your cart. Here you can alter quantities or remove items and view the costs associated with your cart. 6.Once you have reviewed the items in your cart you may continue shopping or proceed to the secure check out to complete your order by clicking the Checkout button.

Do I need an account in order to place my order?

No. However if you do register you will be able to enjoy the following benefits through your ArtOfficial account: - Save items to your personal Wishlist for later viewing. - Save your delivery address details for a faster more convenient shopping experience. - Manage your account details, order history and view your order status. - Request a return or exchange directly from your account.

Can I laybuy an item?

ArtOfficial is currently in the process of setting up this option.

Do you have a physical store?

No - we are an online retailer only. By avoiding the overheads associated with operating a traditional ‘bricks and mortar’ retail store we are able to pass on savings to our customers as well as carry a more extensive catalog of art prints.

Can I purchase Gift Cards?

Yes we do. You can purchase an ArtOfficial Gift Card here. Your gift card will be delivered by email along with instructions on how to redeem it at checkout. Our gift cards have no additional processing fees and no expiration date.

I have placed my order, what happens now?

1. You will receive an email from us confirming that we have received your order. 2. You will then receive a second email from us confirming that your order has been dispatched. 3. Our courier will deliver your order to your door within the specified delivery timeframe.

FRAMING

Are your frames good quality?

We do not use cheap readymade frames that you will find in homeware stores. We offer a true bespoke custom framing service. We use gallery quality mouldings crafted from sustainably harvested wood and high spec framing glass. Each framed artwork comes complete with a custom framing finish - acid free backing board and framing tape applied on the back to protect against dust and condensation. We also use a high quality hanging mechanism. All our frames are assembled by hand, here in New Zealand by our in house master framers and made to order. Our frames exude quality and craftsmanship and will last a lifetime.

Do you frame using glass?

We use the industry standard scratch resistant framing glass. A high performance glass which offers an extremely high level of clarity as well as UV protection to protect your art print. If you require non reflective glass or ArtGlass we recommend you custom frame your works.

Do you ship to other countires other than NZ or AUS?

No sorry. We can currently only ship framed artwork to New Zealand and Australian addresses. You are still welcome to purchase unframed art prints which we can ship worldwide.

How do you ship framed prints without damaging them?

Our packaging is custom made to fit each frame. We take as much care and pride in packaging the artwork for delivery as we do in producing it.

What happens if my framed art arrives damaged?

In the unlikely event that your framed art arrives damaged we will replace it free of any additional charge providing you contact us within 24 hours of the courier delivering your package.

PAYMENT

What payment methods do you accept?

We accept Visa and Mastercard credit card payments and are currently in the process of setting up as Paypal. For New Zealand and Australian customers we are also setting up so you can pay using Laybuy. When checking out your order will be processed in NZD (New Zealand Dollars).

How does payment work?

When you are ready to pay for your order click on the Checkout button on the Cart page and you will be taken through to our secure checkout. Step 1: On the first checkout page you will be prompted to enter your contact information as well as your shipping address. You will also be presented with a summary of your order. Once you have completed filling out the relevant information click the 'Continue To Shipping Method' button to progress to the next checkout page. Step 2: On the second page you will be prompted to select your preferred shipping method. Once you have done so click the 'Continue to Payment Method' button to proceed to the next checkout page. Step 3: On the third checkout page you will be prompted to select your payment method. You can enter in your credit card details directly on this page and then click the 'Complete Order' button to complete your order. If paying by Paypal or Laybuy check the relevant option and then click on the 'Complete Order' button whereby you will be redirected to their website to complete your purchase securely. Step 4: You will now be taken to the order confirmation page which will provide you with confirmation that your order has been received and your payment successfully processed.

Is my credit card information secure?

Your personal online security is very important to us. We use the latest SSL encryption technology to store and safely transmit your information through our systems. All orders are processed through a secure checkout system provided by Shopify. Our checkout system includes an SSL certificate that uses industry standard 128 bit encryption technology - the same level of encryption used by large banks to keep your information secure and is certified Level 1 PCI DSS compliant. We do not store or have access to your credit card information. All credit card payments are processed by Paypal – the world’s most popular payment gateway and a world leader in online security and anti-fraud technology.

Is my private information kept private?

Any information you share with us is considered private and confidential. At no point will we share or sell your personal information. We may use the information that you provide to inform you of new goods and services via email. If you would prefer not to receive these emails, please click the unsubscribe link at the bottom of any email you receive from us and you will automatically be removed from our mailing list.

SHIPPING - NEW ZEALAND

How much is shipping?

Orders of $150 or more in value receive free shipping throughout New Zealand. Orders under $150 in value are shipped at a flat rate of $10.

How will my order be sent?

Orders for unframed art come in polypropylene bags or wrapped in acid free tissue paper and shipped in a heavy duty mailing tube. All orders within New Zealand are delivered by courier. 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. Please note that due to ongoing COVID some couriers now use only contactless options.

Do you deliver 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 courier website.

Is my package insured?

All items are insured against theft and accidental damage while in transit from ArtOfficial to the provided shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

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 3-4 working days. For framed prints delivery will be around 7 working days. Please note that delivery to rural addresses can take longer than this timeframe. Take into account COVID, public holidays and busy periods such as the lead up to Christmas which can add delays out of ArtOfficials control.

Can I collect my order?

No sorry. ArtOfficial does not have a physical store.

My order has not arrived. What should I do?

If your order does not arrive within the delivery timeframe please contact the courier company with the tracking number for you order. If they are unable to help you then please contact us at support@artofficial.co.nz

SHIPPING – REST OF THE WORLD

Which countries do you ship to?

We currently ship to the following countries: Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Netherlands, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, UK, USA. If your country is not listed above, please contact us at support@artofficial.co.nz and we will see what we can do.

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 order tracking number provided at https://www.nzpost.co.nz/tools/tracking

How long will my order take to arrive?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Orders placed on Friday after 5pm will begin processing on the following Monday. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. These delays are beyond our control and as such ArtOfficial is not responsible for any issues arising from delays caused by destination customs clearance or processing.

Will I have to pay duty or taxes on my parcel?

Orders delivered internationally may incur duties or taxes. Customs policies vary widely from country to country. Contact your local customs office for more information if you are unsure. Please note that ArtOfficial will not be held responsible for any customs or duties taxes that occur once your item has been dispatched.

How will my order be sent?

Orders for unframed art come in polypropylene bags or wrapped in acid free tissue paper and shipped in a heavy duty mailing tube. All international orders are sent using the NZ Post International Economy Courier service. This service offers tracking and is also insurance. 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.

returns

Can I return prints?

If you receive your print and it is damaged get in contact with us right away. Im afraid we don't refund your order because you have changed your mind. Please be sure when placing your order :) We may offer store credit in certain circumstances.

Can I return framed artworks?

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.

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. We will however ask to get your print back or photos of the damaged work(s). Email us at support@artofficial.co.nz

How do I return a print?

In the first instance please contact us with your order number to let us know that you would like to return your damaged 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 (if not damaged beyond use) 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 under certain circumstances.

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