Why have I not received an order confirmation by e-mail?
If you have placed an order with Poster Store but have not received an order confirmation email, please contact us using the contact form and we will update your order information so you can receive your order confirmation properly.
How do I know my order went through?
An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation.
If you checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you to contact us by our contact form , so we will investigate this for you.
What happens when I enter the wrong address?
If you have provided incorrect information such as a delivery address, email address or telephone number etc. Please contact our customer service as soon as possible so they can manage to change your information prior to sending your order. Unfortunately, if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you are responsible for the extra costs that may occur.
Can I make changes to my order after it is placed?
We know you need your products fast. As soon as you have placed the order, we're on it! Unfortunately, this means we will be unable to make any changes as it is already being processed at the warehouse (usually within seconds).
How can I cancel my order?
Contact us as soon as possible through our contact form . However, we can't guarantee that we'll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers' way quickly.
What if my package and products were damaged upon arrival?
If your package and products were damaged upon arrival, contact us as soon as possible with pictures of both the damaged package and the damaged goods. You can do this through the contact form. As soon as we receive the pictures of the damaged package and products we will handle your request. Please do not send back the damaged products to us on your own behalf.
I have gotten the wrong products what to do?
Please start with double-checking your order confirmation to see what you ordered. If you have not received the ordered product please contact us.
The acrylic glass is blurred. How is that possible?
The acrylic glass (plexi glass) in our frames is protected by the plastic film on both sides, don't forget to remove it before using it. We use this foil to protect the acrylic glass during storage and transit.
How long is the delivery time?
Our delivery time is 3-5 business days to New Zealand, calculated from the day after you submit your order.
IMPORTANT: Due to high volumes of parcels handled by our freight partners at the moment, if the parcel cannot be delivered to your home address, the parcel will be re-directed to the nearest pick-up point.
Which delivery option do you offer?
We utilize different shipping partners, depending on the size of your order. Once you've added your products to your cart, and proceeded to checkout, you'll be able to see which service your order will ship with.
What are the delivery costs?
Free shipping on orders over 99 NZD. On orders under 99 NZD, we will charge a fee of 13.95 NZD.
Items purchased for 257.02 USD / 385 NZD or less can come into the country without incurring any duty and fee-free.
If the purchase price exceeds 257.02 USD / 385 NZD you will be charged 15% GST for posters and frames and additionally 5% customs fees on the purchase price for frames. The prices on our website exclude possible duties and taxes. Customs fees are possible, however, these depend on the total weight of the package. Poster Store does not have any responsibility for these additional charges that may apply.
How can I track my package?
Your order will be packaged and sent out as soon as possible. As soon as it has been picked up by the freight company we will activate your parcel number, after which you will receive another email that includes the tracking link. It can take up to 48 hours for the tracking link to be activated. If you do not receive a tracking link, please contact us via our contact form .
Do I have to pay a Duty or Custom Fee?
Orders shipped to New Zealand may be subject to import taxes and duties. For posters you will be charged 15% GST on the purchase price if the value of goods exceeds 257.02 USD / 385 NZD. For frames you will be charged 15% GST and 5% customs fees on the purchase price if the value of goods exceeds 257.02 USD / 385 NZD. Customs fees are possible, however, these depend on the total weight of the package. Poster Store does not have any responsibility for these additional charges that may apply. Poster Store is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company.Poster Store is not responsible if the daily exchange rate might deviate from the price shown.
How do I pay GST and customs fees?
You will receive an SMS or email with a link where you can pay customs fees and GST directly.
Why can I not see any update in the tracking link?
Once your order has been dispatched from our warehouse you will receive your parcels tracking link in your shipping confirmation email. Note that it may take 48 hours from when you receive the shipping confirmation email before the tracking link is active.
What happens if I do not collect my parcel?
For goods that are returned to us because the customer has not collected the goods, we charge a fee of 60 NZD to cover our packaging fee and costs of return shipping.
Can I return my order?
Yes, there is a 14-day return policy for products purchased at posterstore.nz.
Can I return frames when they are unpacked?
After the frames have been taken out of the original factory packaging you cannot return them. We only accept products that are in their original state.
If the frames are still in the original packing and you would like to return them, please read the information below in "How to make a return".
How do I return my order?
Please note that the return must be sent back to Sweden.
The parcel needs to be packaged the exact same way it was when you received it from us. It is important to re-roll the posters in the protective paper since it ensures they do not shift during transit. When you've re-rolled the posters in the paper, use sticky tape so we can take it out of the tube easily upon return.
You are responsible for postage and shipping costs.
Please, register your return via the link below. Once your return is registered you will receive an email containing instructions and address details.
If the order no longer meets the conditions for any promotional/discount codes then the cost may be adjusted accordingly, and any difference deducted from your refund. The return process can take up to 14 days from the time you hand the return parcel over to the delivery company. Once the return has been received and processed, we will register the credit and send you a confirmation via email. The return process can take up to 14 days after we receive the return back to the warehouse. Save your receipt from the freight company until the return confirmation email has reached you as proof of the return.
Can I exchange a product?
If you would like to exchange your received products for something else, it is processed like a regular return. The products that will be returned must be in original packaging and condition. We will refund you as soon as we receive the products. You can then make a new purchase in our webshop.
Does it cost to return items?
In the event of a return, you are responsible for the return cost.
The Customer shall pay for the return shipping costs and is responsible for the condition of the product after the Customer has received the product and during the return shipping.
What happens if I do not collect my parcel?
For goods that are returned to us because the customer has not collected the goods, we charge a fee of 50 NZD to cover our packaging fee and costs of return shipping.
Can I pay by card?
Yes, you can pay with Visa, Mastercard, Maestro, JCB and American Express. You also can pay with Poli Pay.
Can I pay by Paypal?
No, We are not able to offer you a payment with PayPal.
How to place an order as a company?
We are not offering company (B2B) orders at the moment but hope that we will do it in the future.
We currently do not offer frames. However, please subscribe to our newsletter to get the latest updates about our product assortment.
What kind of paper quality do you use?
The posters are printed locally by Sweden's most renowned printing company, awarded the Nordic Swan Ecolabel, the Swedish symbol for environmentally friendly and sustainable production, and certified according to FSC and PEFC. We searched long for the best paper and eventually fell in love with Munken Kristall, a premium quality design paper, which ensures the perfect quality for us. The paper is environmentally certified by FSC and PEFC. It is uncoated matt paper without reflection and has a total weight of 200g/m2, giving it a distinctly exclusive feeling. It also delivers superb color and image reproduction. The certifications ensure that the wood used for our posters comes from responsibly managed forests that meet the highest environmental and social standards.
Please send a mail to firstname.lastname@example.org.
How does a collaboration through Brandbassador work?
Brandbassador is a brand-building platform through which you can become a brand ambassador for Poster Store and get rewards for the content you choose to share with your followers. To become a Poster Store Brandbassador you need to create a Brandbassador account here. If approved as one of our Brandbassadors, you can start completing missions for Poster Store. On the platform you will find the different types of available missions you can apply to. A mission will usually involve sharing your content and receiving a reward in return.
When do we notify if an application is reviewed?
We aim to respond to all applications within 3 business days and will inform you as soon as your application has been reviewed.
Do you have any questions regarding the Brandbassador app?
You can always find answers directly on the Brandbassador app if you have any issues with the app or have any other questions about Brandbassador. You can also read more about Brandbassador in their FAQ section. If you have other questions regarding a collaboration, please get in touch with us in the Brandbassador message center.
Please send an email to email@example.com .
Please send an email to firstname.lastname@example.org.
We have decided that at this time we will not cooperate with resellers but will offer this in the future.