Returns Policy
If you ordered the wrong size, or your frame doesn’t work for you, we’re more than happy for you to return it! See the details below.
Please email us at info@artefactframes.co.nz if you wish to initiate a return. Our helpful team will walk you through the steps required. Do not courier your frame back to us without first touching base so we can start the returns process on our end (and so we know whose frame it is when it turns up on our doorstep!).
Refunds take 5-10 business days to process back onto the original card once the refund is initiated by us.
Change of Mind:
Any change of mind returns are happily accepted so long as the frame has not been damaged. You can drop this into our studio in Auckland, or ship it back to us via your local post shop.
Damaged Frames:
We know, sometimes the couriers are a bit rough. If the frame is damaged, or the glass broken, immediately wrap it back up again to keep yourself safe and get in touch with us. We will either send the courier to you to collect it, or just send you a replacement if you are comfortable disposing of the old one.
If you are unhappy with your frame, made a mistake while ordering, or received an item that was damaged in transit, detail your issues to us in an email to info@artefactframes.co.nz and we will do what we can to ensure you are happy with your order.
Because we are dealing with frames, which can be delicate and also of higher value, there are several different processes in place to ensure a swift but safe outcome.
If you have any issues, or wish to initiate a return or refund, you must email our team to get started. Include your name and order number in the email and an brief description of your situation and we will get back to you ASAP with your options.
As a rough guideline, our returns policy is outlined below, but we will tell you the steps to take directly and they will differ on a case by case basis.
Returns Policy
Our returns policy lapses at 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
To complete your return, we require you to email us directly at info@artefactframes.co.nz. You must include the full name on the order in question and the order number itself for us to begin the process. We will get back to you with your options ASAP.
Sale items cannot be returned.
Exchanges:
Sometimes you get the size wrong and your work doesn’t fit, or you get the frame and decide a different colour would work better. No worries, sometimes it’s hard to know without seeing it.
To instigate an exchange, email us at info@artefactframes.co.nz with your order number and full name. If you know what size or colour you need, let us know, or tell us the issue you’re having and we can advise you. Freight will be at your cost.
Due to the potential for different pricing, and the need to ship the item back to you, we may need to refund or charge you to balance the charges. We will not process this without confirmation from you, and the frames will not be sent until this has occurred.
Change of Mind Returns:
If you change your mind and want to return a frame outright, email us at info@artefactframes.co.nzincluding your name, order number, and a brief description of your situation.
We will only issue a refund if the frame is returned to our workshop in a saleable condition. The original shipping costs will not be refunded.
The cost of shipping the item back to our workshop will be at your expense. For more details, see DELIVERING YOUR FRAMES BACK TO US below.
Returns not accepted after 30 days from the date of ordering.
Damaged frames:
We try our hardest to pack all our frames as safely as possible to ensure no damage is done in transit, but the courier’s treatment of our packages is not entirely in our control!
Upon receiving your frame from the courier, check the condition of the package before signing for it. If it is noticeably damaged, then refuse to accept it. Signing for it transfers responsibility away from the courier company.
We know that sometimes you can’t tell until you unwrap it, so if you do receive a damaged frame, either dented wood or broken glass, we will do everything we can to ensure your safety whilst organising a speedy resolution to get you set up with a nice, undamaged frame ASAP.
If you have a damaged frame, contact us at info@artefactframes.co.nz with your name, order number, and a brief description of your situation in the email. A photo of the damage would be helpful, but only if it is safe to capture.
Safety Disclaimer: if order is damaged by courier and arrives broken, do not handle once you are aware of any broken glass. Do not remove from the packaging. Wrap your order back up in its original packaging and contact us immediately. We are not responsible for any injuries sustained from handling broken glass or frames.
Gifts:
If the item was gifted to you, the original purchaser will have to organise any refunds or exchanges as these can often involve either full or partial refunds, or additional costs, the approval for which needs to be given by the card holder.
If purchased using a gift voucher, then all decisions are yours, however we will not issue cash refunds for items purchased with a gift voucher, only store credit.
The Refund Process:
Once your return is received and inspected, we will send you an email to notify you that it is on site with us.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This will take 5-10 business days to process once initiated on our end.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@artefactframes.co.nz. Please include your order number in the email so we can quickly establish the situation on our end and resolve any issues as swiftly as possible.
Delivering your frames back to us:
To return your product, you can ship it back to us, or drop it directly in store at:
Artefact Frames
c/o El Framo
16 Pollen Street
Ponsonby
Auckland
New Zealand 1021
Do not return items without contacting us first. Because frames are delicate and there may be broken glass involved, there are different procedures for different kinds of refunds and exchanges and processes are decided on a case by case basis.
Exchanges or Change of Mind
For exchanges or change of mind returns, you are responsible for paying all shipping costs associated with returning your item.
It is also your responsibility to ensure the product arrives back with us, so consider also purchasing a tracking number to keep an eye on its journey back to us. It must arrive to us in its original saleable condition to be eligible.
We will not issue a refund or ship the replacement product until the originally purchased item arrives in our workshop in the same condition in which it left.
Damaged Frames
For situations where the frame is damaged in transit and you require a replacement, we will arrange for the package to be collected and delivered back to us. A replacement will be shipped to you ASAP.