Privacy Policy & Returns

Collecting personal information

When placing an order we collect personal information from you. The information we collect is including but not limited to:

·        Full Name

·        Contact information such as; phone number, email address or physical address

·        Purchase and Order history

·        Physical Address and Location for shipping / delivery purpose

·        Billing or Purchase Information for online orders

We may also collect additional and anonymous data online through site analytics and interactions with our website. This data is all anonymous and will be used for the optimization of our website, newsletters and marketing. Our website is powered by Squarespace, you can view their privacy policy here.

How we get the personal information and why:

All of the personal information we collect is provided directly to us by you, and held for the following reasons;

·        To allow us to quote, invoice and organise incoming jobs

·        To contact you when your job is complete

·        To maintain record of previous orders, quotes and their specifications

·        To coordinate delivery, shipping or installation services

We collect this information for the purpose of record keeping and smooth operations of business. We use your personal information to be able to provide our services to you which includes, but are not limited to; quoting, invoicing and fulfilment of orders, vouchers or online sales and keeping you up to date with new services, products or offers. We will not share this information. We will never sell or lease this information to third-parties.

Providing some information is optional. However, if you choose not to enter a full name or business name and a mode of contact, we will be unable to process your job and unable to contact you when the work is complete.

Under the New Zealand Privcay Act you have rights including;

Your right of access – You have the right to ask us for copies of your personal information.

Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure – you have the right to ask use to erase your personal information in certain circumstances.

Retention

When you request a quote or place an order with us, we will retain your personal information for our records unless and until you ask us to erase this information.

Security

The security of your personal information is important to us. Please remember that methods of transmission over the internet, in person or electronic methods of storage are fallible. While we strive to use all commercially acceptable means to protect your information, we cannot guarantee its absolute security. We will not sell, distribute or lease your personal information to third parties without permission or unless we are required by law.

CCTV

CCTV (closed-circuit television) is in operation on site as of May 2024. This has been implemented for the safety and security of staff and property. Any data recorded is kept for 21 days. We will never access or share this data unless an incident occurs that requires us to investigate or provide footage to the police. We will never sell or lease this information to third-parties. To ensure your safety, data is kept internally and not on any third-party cloud services.

Changes

We may update this Privacy Policy from time to time.

Refunds

If a product is genuinely faulty, we will repair, replace or refund. The fault must be brought to our attention immediately or within 60 days of the work being completed.

Our focus is on archival methods of framing. This means methods of ‘attaching’ the art into the frame are reversible. Sometime, this means hinges, stitching or lacing can fail. In the event this occurs within 60 days of the work being completed, and the work shows no signs of visible stress we will repair this for you.

If you choose to frame in a non-archival and non-reversible way, this will be discussed at the time of your consultation. If you agree to mount an artwork permanently, we cannot be held responsible for any damage or devaluation this may cause.

Vouchers are non-refundable. Vouchers cannot be redeemed in exchange for our Installation Services.

We are not responsible for damage that occurs once a product leaves our premises in the hands of its recipient or those who have been charged responsible for the collection of the job.

Our specialty glass products come with cleaning instructions on the back of the frame. We are not responsible for damage to specialty glass due to poor handling or misuse of cleaning product.

Framing and art is subject to atmospheric change. Every home, object, artwork and frame is different. We do not recommend hanging artworks in bathrooms, kitchens or anywhere that gets direct sunlight and cannot be held responsible for reactions, fading or changes due to atmospheric change.

Changed your mind

We are not liable to off-set cost or refund you if you change your mind once product has been ordered or after the job is complete. Our frames are made-to-order, glass is cut to size, and unable to be reused on another job. Please make your choices carefully and consider where you might hang this in your home. We do not accept returns or exchanges made on maps purchased from our showroom, please choose carefully and double check your dimensions before buying. Custom maps are final, please carefully consider your proof before confirming.

Cancellations

When you approve a quote or job, you approve us to order product on your behalf to be able to fulfil your order. If you wish to cancel your order, please inform us immediately, orders are typically placed weekly. We don’t hold our entire range in stock and all frames are made to order. This means we order stock for your individual jobs and you may be liable for a charge on stock if we are unable to cancel the delivery in time.  

Freight

We take all care when packing items for freight, however, we are not liable for any damage that may occur in transit. We recommend ensuring your artwork or item is covered under your personal insurance. Please contact us directly if an item is damaged in transit so we can submit a claim or complaint with the freight company. Depending on the value of your item, most transport companies will not cover damage in transit.

Insurance

While we take extreme care in the handling of all all artworks, objects and images, our team is only human and accidents can happen. If you are bringing in historical, one-off or high value items for framing, we recommend you have documentation, scans or copies and sort your own insurance cover.

We do hold business insurance in the event of human error, accident or building fault.

If you are exhibiting art in our gallery space, while all care is take to handle and display your work, we are a busy framing studio and unable to continuously monitor our exhibition space and are not liable for damage that may occur due to handling or touching by the general public.

In the event of a natural disaster, we will do our best to secure your art, objects or images, however the safety of our staff come first and we cannot be liable for any damage that may occur to your items.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us using the contact information found on our website.