Frequently Asked Questions
Below are some of the questions we get asked the most. If we have not been able to answer your question, please feel free to get in touch through the “contact” tab.
Shipping & Delivery Times
Where do you ship?
We ship unframed pieces worldwide and we only ship framed pieces within New Zealand. However, there are potentially additional shipping costs with rural deliveries which will be calculated for you at the checkout.
How long does it take to receive a print?
Please allow approximately 10 business days for production, plus shipping time. See our Shipping Policy for full details.
Ordering
Are prices on the website in New Zealand dollars?
Yes. All prices are in New Zealand dollars. Prices include GST for orders delivered within New Zealand. If you are located outside of New Zealand, GST does not apply to your order.
Do you offer Afterpay?
Yes. Afterpay is available for New Zealand customers.
How it works
- Choose Afterpay as your payment method at checkout
- First-time customers complete a quick registration, returning customers simply log in
- Your payments are split into interest-free fortnightly installments
https://www.afterpay.com/en-NZ/terms-of-service
Returns
What is your returns policy?
Because every piece is made to order, we don't offer refunds or exchanges for change of mind. Please see our Returns & Refunds Policy for full details, including your rights under the Consumer Guarantees Act if something arrives faulty or damaged.
Photographic Prints
What size prints do you offer?
All photographs are available in A2, A1 and A0 size. Please refer to our size guide for more information.
What is the difference between a limited edition print and an open edition print?
A limited edition print is only available in a limited quantity. An open edition is not numbered and the quantity is not limited. Both prints are signed, only the limited edition is numbered.
How are your prints made?
Prints are locally made in Auckland, New Zealand.
Do you offer custom sizes?
Yes we do, if you would like to organise getting a quote please email hello@rachelmataira.com
What should I do when I receive my print?
We recommend not taking your print out of the packaging and taking it to your local framer as soon as possible. Taking it to your framer will minimise the chance of the print getting damaged/scratched. The sooner you do this the better.
Framing Service
Do you offer framing?
Yes. We offer framing for all of our prints. Please refer to the size guide for more information on this.
Once you have received your framed artwork, it is ready to hang.
What colour frame will I receive?
Our standard frame option is white. We see this as optimal for both impact and versatility.
However, if you would like to order a black or oak frame, please get in touch via hello@rachelmataira.com with your preference as soon as you have completed your purchase. We will arrange this at no extra charge.
How long does framing take?
Please allow approximately 10 business days for framing, and longer for larger or custom-framed pieces, up to 3 weeks.
Please note: During peak periods framing times may be extended.
What are the exact dimensions of your framed prints?
Please refer to the size guide.
Copyright
I like your photographs, can I use them?
Not unless you obtain written permission to reproduce images, email hello@rachelmataira.com if you would like to discuss this. If you do not obtain permission from Rachel, it is a breach of copyright. All images must be credited by Rachel Mataira and linked to https://www.rachelmataira.com if they leave this site.
General
Will you keep my details private?
Absolutely. We are committed to protecting your privacy. See our Privacy Policy for full details. We will only use the information that we collect about you lawfully and you will not receive marketing emails from us just because you have placed an order in the past. Unless you want to receive our newsletter of course and have signed up!
I have a question that hasn’t been answered, how can I contact you?
We’d love to hear from you. Please contact hello@rachelmataira.com
Who will I be speaking with when I get in touch?
Rachel takes every photograph herself, but everything else (orders, framing and day-to-day support) is managed by a small team rather than Rachel personally. We're across every detail of your order and are here to help with anything you need.