Shipping Policy

Last updated: 23 September 2026

We produce and ship orders from two locations depending on where you're ordering to: our Auckland, New Zealand studio for domestic New Zealand orders, and our international fulfillment partner for every order shipping outside New Zealand. This Shipping Policy explains what to expect from each.

1. New Zealand Orders

Most photographic prints are made to order specifically for you. Please allow approximately 10 business days for printing, mounting and framing before your order is dispatched from our Auckland studio. Larger or custom-framed pieces may take longer, up to 3 weeks. Once dispatched, standard nationwide courier delivery (rural and urban) takes a further 1–3 business days. We use a mix of couriers and postal services, chosen per order to get you the best available price, and all orders are sent with tracking. Shipping costs are calculated at checkout based on size and destination. We will email you when your order has shipped, along with a tracking link.

2. International Orders

Every order shipping outside New Zealand, both unframed and framed prints, to any destination, is produced and shipped by our international fulfillment partner rather than from New Zealand. This avoids the long transit times and customs delays of shipping framed artwork out of New Zealand, and import duties and taxes are included in the price you pay at checkout (Delivered Duty Paid) rather than charged separately on delivery.

• United States addresses: approximately 2–3 business days from order to delivery for most addresses.
• All other international destinations (190+ countries): approximately 5–8 business days from order to delivery.
• A small number of more remote addresses may take a little longer.

We will email you tracking information once your order has shipped.

3. 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.

4. Damaged or Lost in Transit

All artwork is carefully packed to prevent damage, whether it ships from New Zealand or from our international fulfillment partner. 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. In line with your rights under the Consumer Guarantees Act 1993 (for New Zealand consumers) and our Returns & Refunds Policy more generally, we will arrange a replacement or refund for items damaged in transit. This 7-day window helps us process a claim with the relevant courier or fulfillment partner promptly, and does not limit any wider rights you may have.

If your parcel has not arrived within the expected timeframe, please contact us and we will help track it down.

5. 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.

6. Contact

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