A list of Frequently Asked Questions

No, not all paintings are made into prints. Commission pieces and some exclusive paintings will not become prints unless permission has been given by the private collector.

Yes. We ship our products worldwide.

We are based in Christchurch, New Zealand.

All canvas prints are produced inhouse from our Christchurch studio. We use Epson wide format printers with light-fast piezo waterbased inks on museum-grade canvas so they last for years and years. All canvas prints are also coated with a waterbased UV semi-gloss varnish for extra durability. For the production of all other products we work with a reliable, high-quality print-on-demand company to produce all of our products that aren't canvas prints. We have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! 

• CANVAS PRINTS:

It generally takes 3-5 days to fulfill a canvas print order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

New Zealand wide: 2-3 days
Australia: 7- 10 business days
Rest of the World: 10-20 business days

• FINE ART PRINTS:

It generally takes 3-5 days to fulfill a Fine Art Paper print order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

New Zealand wide: 7-10 days
Australia: 7- 10 business days
Rest of the World: 10-20 business days

• HOME & LIVING PRODUCTS:

It generally takes 5-7 days to fulfill a Home & Living product order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

New Zealand wide: 10-20 days
Australia: 10-20 business days
Rest of the World: 10-20 business days

All canvas prints are produced in our Christchurch studio and will be shipped from there. Our Fine Art Paper Prints and Framed Triptychs are produced in Australia and will also ship from there. All other products are produced with our on-demand order fulfillment company with facilities worldwide so will ship from the location closest to you!

Not ususally in NZ or Australia, however an additional customs and tax fee can occur on some international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases if you're outside of NZ or Australia.

Before getting in touch with us, please help us out by doing the following:

●  Check your shipping confirmation email for any mistakes in the delivery address.

●  Ask your local post office if they have your package.

●  Stop by your neighbours in case the courier left the package with them.

Pro tip: Package theft is on the rise—If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!

If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at info@desotogi.co.nz with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

It generally takes 3-5 days to fulfill a canvas print order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

New Zealand wide: 2-3 days
Australia: 7- 10 business days
Rest of the World: 10-20 business days

Your shipping method includes tracking, so you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@desotogi.co.nz.

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@desotogi.co.nz within 7 days time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

As all of our products are printed on demand and to order, we don't offer exchanges or returns for change of mind or selecting the wrong product by mistake. So please make your selection carefully! However, if there’s something wrong with your order, please let us know by contacting us at info@desotogi.co.nz.

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@desotogi.co.nz with photos of wrong/damaged items and we’ll sort that out for you.