FAQs
Take a look at our frequently asked questions below and if you can't find the answers you're looking for contact us here.
What are your current processing and shipping times?
Customised digital PDFs currently take 1-2 business days to create and will be sent in zipped files to your email address.
For all physical items, we aim to have your order shipped within 3 working days of being placed. During busy periods, i.e Christmas, this extends to 5 working days but you will be notified prior to purchase if this is the case.
Orders are sent courier tracked and usually arrive at your chosen address between 3 -5 days after the courier has collected the order. Please contact us if your order has not arrived after 7 working days.
Do you ship internationally?
We only ship our physical products within New Zealand. Our digital products have no shipping location restrictions.
What are proof copies?
Our star maps, custom location maps, and moon phase prints require a lot of details to be correct, so to make sure there are no mistakes, we email a proof copy of your order for your approval before printing. Each proof copy is sent as a jpg attached to an email from our atthehelmnz@gmail.com email address. If we haven't received a reply with a written approval within 2 business days after the proof copy email is sent, the order will continue to be processed as normal.
Please make sure that you check your emails/spam folder 1-2 business days after placing your order.
Do you have a physical store?
Not presently, but a small selection of our products are available to buy from Big Mac Slabs Creative Centre in Paraparaumu.
What happens if I have made a mistake with my customised order?
If you have provided the wrong information for a customised design and it has already gone to print, we do charge a small fee for a re-print. Unfortunately we cannot provide free reprints, unless we are at fault.
What are "Printables"?
Printables are digital files that you buy from this website and download after purchase. You can then print them from your home printer or take the files to your nearest print shop for a more professional finish.
Where is my custom digital order?
Custom digital orders are currently sent to your email address in zipped files from atthehelmnz@gmail.com 1-2 business days after you have placed your order. Please check your spam folders to see if you order is there before contacting us directly.
Do you sell and ship framed prints?
Not at this time. All A5, A4 and A3 prints are unframed.
What size paper do I need for the instant downloads?
Instant downloads like the printable affirmations are set to A4 as standard. All other digital files vary in sizes and will state in the items description the ratios it can be printed to. Some go all the way up to A2 size.
What type of papers do you print on?
I use a carefully sourced 300gsm pearlescent high-quality photographic paper for all my keepsake display prints. The paper is "semi-gloss" and has the same thickness and durability of normal photo you would get developed professionally.
Each print needs to be handled very carefully once it arrives as it can be scratched or damaged much like a photos can be if not handled correctly. I'd advise not to touch the print as much as possible.
All greeting cards and small affirmation cards are printed in 230gsm matte photographic card or 240gsm linen paper where stated.
The colours have come out differently when printed.
All printers vary in quality, so your product may come out a little different from what you view on screen. Always check your printer settings first in “Advanced Settings” and make sure the “Print as file” box is selected to ensure colours remain the same as on your screen.