Shipping Policy

Last updated: 14 September 2026

We carefully pack and ship every order from our Auckland, New Zealand studio. This Shipping Policy explains our dispatch and delivery process so you know what to expect after placing an order.

1. Dispatch Times

Most photographic prints are made to order. Please allow approximately 10 business days for printing, mounting and framing before your order is dispatched. Larger or custom-framed pieces may take longer, up to 3 weeks. We will email you when your order has shipped, along with a tracking link where available.

2. Shipping within New Zealand

  • Standard nationwide courier (rural and urban): 1–3 business days from dispatch.
  • We use a mix of couriers and postal services, chosen per order to get you the best available price. All orders are sent with tracking.
  • Shipping costs are calculated at checkout based on size and destination.

3. International Shipping

We ship unframed prints worldwide. We do not currently ship framed prints outside New Zealand. If our website ever allows an international order to include a framed print in error, we will contact you and refund the difference in price. International shipping is calculated at checkout. Delivery times vary by destination but typically range from 7–21 business days after dispatch. Please note:

  • You are responsible for any import duties, taxes or customs fees imposed by your country.
  • Delays caused by customs are outside of our control.

4. Delivery and Risk

Risk in the goods passes to you upon delivery to the address you nominate at checkout. Please ensure your shipping address is accurate; we cannot redirect or refund orders sent to incorrect addresses provided by the customer. If you are having a piece framed locally, we recommend using your framer's address as the delivery address so it can be checked immediately and preserved properly.

5. Damaged or Lost in Transit

All artwork is carefully packed to prevent damage. If your parcel arrives damaged, please contact us at hello@rachelmataira.com within 7 days of delivery with photos of the damaged packaging and product. Under the Consumer Guarantees Act 1993, we will arrange a replacement or refund for items damaged in transit. This 7-day window helps us process a claim with the courier promptly, and does not limit your wider rights under the Act.

If your parcel has not arrived within the expected timeframe, please contact us and we will work with the courier to locate it.

6. Local Pickup

Pickup from the Mataira Gallery on Waiheke Island may be available by arrangement. Please email us before placing your order if you would prefer to collect.

7. Contact

For any shipping questions, please email hello@rachelmataira.com.