FAQ

Ordering

How do I place an order?

Shopping at Pop Motif is easy!

  1. 1. If you know the art print you are after you can quickly locate it using the Search tool. Alternatively you can browse our catalog using the various menus - Shop All, Artist, Art Style, Theme, Best Sellers, New and Sale.
  1. 2. Once you have found an art print that you would like to purchase first select the size if multiple size options are available.
  2. 3. Next select the framing option. You can choose to purchase the print either framed or unframed. 
  3. 4. Once you have selected the desired size and framing option push the 'Add To Cart' button to add the item to your shopping cart.
  4. 5. You will then be presented with the contents of your cart. Here you can alter quantities or remove items and view the costs associated with your cart.
  5. 6.Once you have reviewed the items in your cart you may continue shopping or proceed to the secure check out to complete your order by clicking the Checkout button.

Do I need an account in order to place my order?

No. However if you do register you will be able to enjoy the following benefits through your Pop Motif account:

- Save items to your personal Wishlist for later viewing.

- Save your delivery address details for a faster more convenient shopping experience.

- Manage your account details, order history and view your order status.

- Request a return or exchange directly from your account.

I've forgotten my password. What should I do?

If you have forgotten your password, click on the ‘Forgotten your Password?' link and follow the instructions on the sign in page.

Do I have to purchase the art print framed?

No. We offer the option to purchase all of our art prints either framed or unframed.

How do I change currency?

At the top left of each page you will find a currency selector. All prices displayed throughout the site will default to the selected currency. Our currency selector is equipped with IP detection technology and will  default to your native currency. Please note that when checking out your order will be processed in NZD (New Zealand Dollars) regardless of the currency you have selected.

Can I laybuy an item?

New Zealand and Australian customers can purchase on laybuy using the Laybuy payment option when checking out. 

Do you have a physical store?

No - we are an online retailer only. By avoiding the overheads associated with operating a traditional ‘bricks and mortar’ retail store we are able to pass on savings to our customers as well as carry a more extensive catalog of art prints.

Do you sell gift cards?

Yes we do. You can purchase a Pop Motif Gift Card here. Your gift card will be delivered by email along with instructions on how to redeem it at checkout. Our gift cards have no additional processing fees and no expiration date.

I have placed my order, what happens now?

  1. 1. You will receive an email from us confirming that we have received your order.
  2. 2. You will then receive a second email from us confirming that your order has been dispatched.
  3. 3. Our courier will deliver your order to your door within the specified delivery timeframe.

FRAMING

Are your frames good quality?

We do not use cheap readymade frames that you will find in homeware stores. We offer a true bespoke custom framing service. We use gallery quality mouldings crafted from sustainably harvested wood and high spec framing glass. Each framed artwork comes complete with a custom framing finish - acid free backing board and framing tape applied on the back to protect against dust and condensation. We also use a high quality hanging mechanism. All our frames are assembled by hand, here in New Zealand by our in house master framers and made to order. Our frames exude quality and craftsmanship and will last a lifetime.

Who frames the art?

Your art print will be framed by our in house team of master framers using gallery quality materials. Our framers have a wealth of experience and are true artisans who take great pride in their work. 

Do you frame using glass?

We use scratch resistant clear float framing glass. This is a high performance glass which offers an extremely high level of clarity as well as UV protection to protect your art print.

Why do you use glass instead of acrylic or perspex?

We choose to use glass as it offers superior clarity and isn't prone to going opaque over time from light exposure.It is also much easier to clean and better for the environment than acrylic or perspex. Glass is more prone to breakage but when you take as much care with packaging as we do that isn't an issue.

I live outside New Zealand. Can I purchase framed art prints?

No sorry. Our custom framing service is currently only available within New Zealand customers. 

How expensive is your framing service?

The cost varies depending on the size of the print. Our custom framing service is in general around 30-40% cheaper than using your local high street framer. 

How long does framing take?

We pride ourselves on proving a fast and convenient service. You can expect to receive your framed art print within 7 working days. If you have a rural delivery address delivery can take up to 10 working days.

How do you ship framed prints without damaging them?

We take as much care and pride in packaging the artwork for delivery as we do in producing it. Our packaging team are seasoned pros and know how to package to minimise the chance of breakage. 

What happens if my framed art arrives damaged?

In the unlikely event that your framed art arrives damaged we will replace it free of any additional charge. 

PAYMENT

What payment methods do you accept?

We accept Visa, Mastercard and American Express credit card payments as well as Paypal. New Zealand and Australian customers may also pay using Laybuy. When checking out your order will be processed in NZD (New Zealand Dollars).

How do I pay?

When you are ready to pay for your order click on the Checkout button on the Cart page and you will be taken through to our secure checkout.
  1. Step 1: On the first checkout page you will be prompted to enter your contact information as well as your shipping address. You will also be presented with a summary of your order. Once you have completed filling out the relevant information click the 'Continue To Shipping Method' button to progress to the next checkout page. 
  2. Step 2: On the second page you will be prompted to select your preferred shipping method. Once you have done so click the 'Continue to Payment Method' button to proceed to the next checkout page.
  3. Step 3: On the third checkout page you will be prompted to select your payment method. You can enter in your credit card details directly on this page and then click the 'Complete Order' button to complete your order. If paying by Paypal or Laybuy check the relevant option and then click on the 'Complete Order' button whereby you will be redirected to their website to complete your purchase securely.
  4. Step 4: You will now be taken to the order confirmation page which will provide you with confirmation that your order has been received and your payment successfully processed.

How secure is my credit card information?

At Pop Motif, your personal online security is very important to us. We use the latest SSL encryption technology to store and safely transmit your information through our systems. All orders are processed through a secure checkout system provided by Shopify. Our checkout system includes an SSL certificate that uses industry standard 128 bit encryption technology - the same level of encryption used by large banks to keep your information secure and is certified Level 1 PCI DSS compliant. We do not store or have access to your credit card information. All credit card payments are processed by Paypal – the world’s most popular payment gateway and a world leader in online security and anti-fraud technology.

Is my personal information kept private?

Any information you share with us is considered private and confidential. At no point will we share or sell your personal information. We may use the information that you provide to inform you of new goods and services via email. If you would prefer not to receive these emails, please click the unsubscribe link at the bottom of any email you receive from us and you will automatically be removed from our mailing list.

SHIPPING - NEW ZEALAND

How much does shipping cost?

Orders of $150 or more in value receive free shipping throughout New Zealand. Orders under $150 in value are shipped at a flat rate of $8.

How will my order be sent?

Your art print(s) will be wrapped in acid free tissue paper and depending on the size be shipped in either a heavy duty mailing tube or a flatpack reinforced art envelope. All orders within New Zealand are delivered by either Post Haste or Castle Parcel couriers. When checking out please ensure that you supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays.

Does Pop Motif ship to PO Boxes?

Unfortunately we are unable to deliver to PO Boxes.

Can I track my order?

Yes. Once your order has been dispatched, you will receive email confirmation from us as well as a tracking number. You can track your order 24 hours a day by using the tracking number provided on the Post Haste or Castle Parcels website.

Is my package insured?

All items are insured against theft and accidental damage while in transit from Pop Motif to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

How long will my order take to arrive?

We take great pride in providing a fast and efficient service. Once your payment has been confirmed your order will be dispatched within 24 hours. (please note that orders received after midday on Friday will be dispatched the following Monday). If there is a delay for any reason, we will contact you and let you know when you can expect delivery. If purchasing your art print unframed you can expect to receive your order within 3 working days. For framed prints delivery will be 7 working days. Please note that delivery to rural addresses can take longer than this timeframe.

Can I pick up my order?

No sorry. Pop Motif does not have a physical store.

My order has not arrived. What do I do?

If your order does not arrive within the delivery timeframe please contact PBT with the tracking number for you order. If they are unable to help you then please contact us.

SHIPPING – REST OF THE WORLD

Which countries do you ship to?

We currently ship to the following countries: Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Netherlands, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, UK, USA. If your country is not listed above, please contact us at [email protected] and we will see what we can do.

How much does it cost to ship to my country?

Can I track my order?

Unfortunately we are unable to deliver to PO Boxes.

Can I track my order?

Yes. Once your order has been dispatched, you will receive email confirmation from us as well as a tracking number. You can track your order 24 hours a day by using the order tracking number provided at https://www.nzpost.co.nz/tools/tracking

How long will my order take to arrive?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Orders placed on Friday after 5pm will begin processing on the following Monday. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. These delays are beyond our control and as such Pop Motif is not responsible for any issues arising from delays caused by destination customs clearance or processing.

Will I have to pay duty or taxes on my parcel?

Orders delivered internationally may incur duties or taxes. Customs policies vary widely from country to country. Contact your local customs office for more information if you are unsure. Please note that Pop Motif will not be held responsible for any customs or duties taxes that occur once your item has been dispatched.

How will my order be sent?

Your art print(s) will be wrapped in acid free tissue paper and depending on the size be shipped in either a heavy duty mailing tube or a flatpack reinforced art envelope. All international orders are sent using the NZ Post International Economy Courier service. This service offers tracking and is also insurance. When checking out please ensure that you supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays.

RETURNS

What if the art print I purchased is not right?

We are confident that you will love the art prints that you purchase from us. If however you are not completely enamoured with your art print or it’s just not quite right for your space that is fine - we are happy to offer you an exchange, credit, or a refund, provided that the art print is returned to us in it’s original condition within 30 days of you having received it.

Can I return framed artworks?

Yes you may. Framed artworks can only be exchanged for store credit. We do not offer refunds on framed artworks. In the unlikely event that your framed artwork arrives damaged we will replace it free of charge.

Do you offer free returns on unframed art prints?

If you would like to exchange your art print for another of equal or greater value or for store credit we will cover the cost of returning your order to us. If you would like a full refund you will need to cover the cost of returning your order.

Do you offer free returns on framed art prints?

If you are ordering a framed artwork for the first time we will offer you free returns on that purchase. We appreciate that purchasing a framed artwork is a more expensive purchase and we want you to be able to do so in complete confidence. If for whatever reason you don't love your framed artwork just let us know and we will cover the cost of returning it to us. For customers that have purchased framed art from us previously and are thus familiar with the level of quality and craftsmanship that goes into our framing we do not offer free returns.

My print has arrived damaged. What should I do?

In the unlikely event that your print has been damaged in transit we will arrange to replace the damaged print at no additional cost to you. Where replacement is not possible, a full refund of the purchase price will be made.

How do I return an item?

In the first instance please contact us with your order number to let us know that you would like to return your print. We will supply you with our address for returns. Please note that we are not liable for prints that go missing or are damaged in the process of being returned to us. Accordingly we strongly recommend that use a delivery service that offers tracking. We also recommend using the original packaging to safely package the print to minimize the risk of damage.

Can I return a sale item?

Sale items are non refundable however we will happily accept sale items back for an exchange or online credit.

Will I be refunded the full value of my order?

All correctly returned products will be refunded the purchase price less the original shipping costs. Refunds are processed on the same day as we take receipt of the returned goods. Please note that it can take up to five business days for the refund to appear in your account after it has been processed by our returns team.