FAQ
Prints & Frames
| What paper do you use for the prints? | We use Enhanced Matte - a luxurious flat matte surface with sharp detail and rich colour |
| What are your frames made from? | Our frames are made of solid wood and depending on the style you choose they may have a wooden veneer or a painted surface. Each frame is made to order and will protect your artwork for years to come. |
| What glazing do you use in your frames? | For frames that include glazing, we offer standard clear 2 mm glass as the standard. NOTE FOR AUSTRALIAN ORDERS: Due to shipping constraints, standard clear 2 mm glass is used for frames up to A3, and UV Plexiglass is used for larger sizes. This gives 100% clarity the same as glass. |
| Do your frames arrive ready to hang? | If you've ordered a Framed print, it's ready to hang straight from the box. |
| How do I hang my frame when it arrives? | Every Framed print arrives with hanging hardware pre-installed, and hardware to attach it to the wall. |
Ordering
| How long does it take to make my Framed print? | As soon as your order is placed, it goes into the printing queue. As a guide, we aim to ship orders within 8 working days. |
| How long does shipping take? |
Most orders are delivered within 2-8 working days after dispatch from our printing supplier, depending on your location. All frames are custom-made to your order, so please allow around 8 working days for production before your order is shipped. Once dispatched, typical delivery times are:
As soon as your frame leaves the printing supplier, you'll receive a tracking link so you can follow it right to your door. * For delivery to remote areas, please allow extra time beyond these estimates. |
| Will my frame be sent with tracked shipping? |
Yes - every order is sent with tracked courier delivery. You'll receive a tracking link by email as soon as your frame ships, so you can follow it right to your door. |
| What do I do if something arrives damaged? |
Every print is packed carefully using protective packaging, so damage in transit is rare. If your order does arrive damaged, don't worry - everything we ship is covered by insurance. Take some photos and email hello@thisisfaiga.com - we'll organise a replacement right away. |
| Can I return or exchange my frame? |
Because every Faiga piece is custom-made to order, we're not able to accept returns or exchanges for change of mind. If there's an issue with your order, please email hello@thisisfaiga.com - we'll make sure it's resolved quickly. |
| What are the cut-off dates for Christmas? |
Cut-off dates are listed on our Christmas 2025 page. Ordering before the listed dates gives your frame the best chance of arriving in time for Christmas. |
| What payments do you accept? |
We accept all major credit and debit cards - Visa, Mastercard, and American Express - as well as Afterpay for flexible payment options. |
| Can I add a gift note? |
Yes - you can include a gift note on the shopping cart page (one per order). We'll print it on a sticker and attach it to the protective packing inside the box. |
| Do you offer gift cards? |
Yes - digital gift cards are available in a range of values and can be used on any Faiga product. They're sent by email and can be delivered immediately or on any date you choose. |
| If I send a frame as a gift, will the recipient see what I paid? |
No - we don't include any receipts or pricing in the box. |
About Faiga
| Where are you based? |
Faiga is based in Auckland, New Zealand. Our printing is handcrafted in local workshops and is shipped nationwide from our printing supplier. In Australia, our prints are shipped nationwide from Melbourne. |
| Do you have a physical store I can visit? |
As Faiga is an online print store we don't have a traditional shop front. This lets us keep the process simple and deliver great quality products, wherever you are in New Zealand or Australia. |
| Do you ship internationally? |
Currently, we are only shipping to New Zealand and Australian customers. |
| Do you have a phone number? |
We don't have a phone line - we work online to respond quickly. The best way to reach us is through our contact email address or direct message on Instagram. Email: hello@thisisfaiga.com Instagram: @thisisfaiga.com |