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FAQ

Stuck? Got a question you need answered? We've got you covered with a handy summary of our most frequently asked questions below. If you are unable to find the answer to your question below, get in touch with us by filling out our 'contact form' or otherwise email us direct at hello@pikaandpookie.com.

PRODUCTS

Where is Pika & Pookie Designs based?

We are proudly based in sunny Nelson, located at the top of the South Island of New Zealand.

Who makes all of your products? Where do they come from?

We personally design and create the majority of the printed goods that you see in our store. A lot of hours go into the design process! We are passionate about what we do and are very proud to share our work with you.

Our homewares and kids decor ranges are sourced from a mix of our own suppliers as well as from existing brands from around the globe.

Who prints your products and what paper stock do you use?

All of our printable products are locally printed by Copy Art in Richmond, Nelson. We have selected a 300gsm lusciously thick, radiant white, silk finish art stock for all of our laser/digital prints with the exception of our poster sized A2 prints which are printed on photo quality 190gsm satin finish stock.

Do you take on custom print orders?

Yes, we love to take on custom orders! Please contact us to discuss what you have in mind.

What is Giclée printing?

Giclée printing is considered to be the top method of art reproduction currently available today and provides superior colour accuracy than any other printing method. Our products are printed by local printers with twenty years of Giclée experience using archival quality inks and fine art paper stock.

FRAMING

Are you able to frame my print for me?

Yes! We are pleased to offer both framed and unframed options for all of our wall prints (excluding mini-prints). Framing is available for our A4 and A3 prints; our A2 prints are only available unframed.

Where do you source the frames from?

These are sourced from NZ suppliers, based in the North Island.

Wouldn't it be cheaper for you to source your frames from overseas?

Probably, however our brand is all about quality so we don't want to provide our customers with substandard products. We are supporters of NZ made products and choose to support local businesses first and foremost.

What frame colours are available and what do they look like?

We offer 3 different frame colours: White, Black & Blonde Timber. Pictures are included below:

ORDERS, ACCOUNTS & SHIPPING

Do I need to create a customer account before I place my order?

We like to make our checkout process as simple and seamless as possible! You don't need to create an account to place an order with us; however it can be beneficial to make one as this will allow your delivery details to be saved for faster checkout on your next visit, as well as allowing you to log in and view your order history and statuses at any time.

What do I do if I've forgotten my password to log in to my account?

Easy fix! Simply click 'Login' at the of our website and then click the forgotten password link. From there, just follow the simple instructions and you will be into your account in no time.

I've placed my order, what happens now?

As soon as you have placed your order and your payment has been successful, you will receive a confirmation email from us so that you know that we have received your order. We will send you another email as soon as your order has been dispatched; this will also include a tracking number so that you can track your order at any time. Check out our 'Shipping & Delivery' page for our delivery time-frames. Please note than any orders received after 2pm on a Friday will be processed on the following Monday.

When should I expect to receive my order?

As most of our products are printed and/or made to order, please allow us between 3-5 business days to get your product made, packaged and dispatched. Please note than any orders received after 2pm on a Friday will be processed on the following Monday. Once we have dispatched your order, it will be delivered to you by our courier partner - check out the targeted delivery time-frames outlined on our 'Shipping & Delivery' page.

While we try our best to get your order to you as quick as possible, please note that sometimes when international orders arrive at their destination, delays may occur as the order may need to clear customs. Unfortunately, such delays are outside of our control so we therefore cannot be held responsible for issues that arise from any such delays.

What countries do you ship to?

We currently ship to the following countries:

Australia, Austria, Belgium, Brazil, Canada, China, Cook Islands, Costa Rica, Croatia, Czech Republic, Denmark, Ecuador, El Salvador, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Macau, Malaysia, Mexico, Netherlands, New Zealand,  Norway, Philippines, Poland, Portugal, Romania, Samoa, Singapore, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Tonga, UK, USA, Vanuatu, Uruguay and Vietnam.

What about international customs tax and/or duties?

Pika & Pookie Designs will not be held responsible for any customs duties or taxes that international orders may incur once they have been sent by us. We recommend contacting your local customs office to confirm whether or not your order will be subject to any extra costs once it arrives.

Am I able to track my order?

Yes, absolutely. Once your order has been dispatched, we will send you email confirmation which will include the unique tracking number for your parcel.

Can I pick up my order?

Unfortunately, we don't have a physical store so we are unable to arrange pick ups.

My order hasn't arrived! What do I do now?

If your order hasn't arrived within the targeted delivery time, please contact the carrier (Post Haste for domestic orders and NZ Post for international orders) and provide them with your tracking number so they look into the issue more closely. If for any reason they are unable to help you, then please get in touch with us.

My order has arrived but the items that I ordered are damaged. What do I do now?

This breaks our heart as all of our orders are carefully made and packaged with love! For products that you have purchased that are damaged, defective, or not what you have ordered, please contact us with your order number and we will arrange to replace the damaged products at no additional cost to you. Where a replacement is not possible, a full refund of the purchase price will be made.

PAYMENTS

What payment methods do you accept?

We accept Visa, Mastercard and American Express credit card payments; direct bank deposit; and Paypal. All of our credit card payments are processed by Paypal. Please note that Paypal offers the option to pay by credit card without the need to sign up for a Paypal account.

Do I need a Paypal account in order to submit payment?

No, not at all. All of our credit card payments are processed by Paypal and they give you the option to pay by credit card without the need to sign up for a Paypal account.

Do you offer layby?

Not at the moment, however we may look into this at some stage in the future.

REFUNDS & RETURNS

What happens if my order arrives and it's not right for my home?

We want you to love the products that you purchase from us, just as much as we have loved making and sourcing them for you. For this reason, we happily offer a 30 day, hassle-free, returns policy. If for whatever reason you aren’t completely satisfied with your purchase, we are happy to offer you a full refund of the purchase price, no questions asked. We can also offer an exchange for another product in our store. If the new item that you wish to receive is of lesser value to the product or products that you are returning, we will refund the price difference to your credit card or original method of payment, and if it is of higher value we will charge you the deficit. For exchanges, please email us at hello@pikaandpookie.com and let us know what item you would like to exchange your original purchase for; please be sure to include your order number in the subject line of the email.

Does this include custom or personalised items?

Unfortunately, we cannot extend this returns policy to personalised or custom-printed items as these items are made to order. We kindly ask that you consider your personalised or custom-printed order carefully before you finalise the checkout process.

Can I return a sale item?

Unfortunately, sale items cannot be refunded. However, we are happy to offer an exchange for another item in store.

What do I need to do in order to be eligible for an exchange or refund?

To be eligible for an exchange or a refund, your item must be returned to us unused and in the same condition that you received it. It must also be in the original packaging and accompanied by the original invoice.

I've returned my item and followed your instructions. What happens now and when can I expect my refund?

Once your return has been received and inspected, we will immediately process your refund (provided the products have been returned in original condition, in their original packaging and with the original invoice). Once we have processed your refund, we will send you an email to let you know that your money is on its way back to you. We will apply the refund to your credit card or original method of payment. Please note that unfortunately, shipping costs are unable to be refunded.

Please check out our complete 'Returns & Refunds Policy' for more information.
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