FAQs

Shipping & Delivery

Goods delivered nationally and internationally will be couriered using GoSweetSpot and as such, delivery times vary.

 

Items couriered within New Zealand will usually be delivered to the address specified within 2 – 5 working days. However, if the product is not in stock we will advise on availability and delivery.

Goods delivered internationally may be subject to the relevant duties and taxes applied by the country the goods are delivered to. These duties and taxes shall be the responsibility of the recipient of the goods.

 

What happens if I have an urgent delivery?

If your purchase is urgent, please do not buy online. Please contact us directly at either of our stores Newmarket (09 520 0399) or Ponsonby (09 378 4364), or by email (info@thepoiroom.co.nz) so that we can investigate an express courier for delivery of your item.

 

Please note, same day delivery is only available for central Auckland.

 

You will be quoted on a case by case basis.

Online orders are dispatched Monday to Friday, and if received before 12 noon, will be sent that day. There may be some delay with Public Holidays.

Shipping is charged on an order weight/size basis. If you feel the freight being calculated by our system seems a little high, please do contact us and we can look into this for you.

Yes, once the order has been collected by our courier, you will be notified by us of your track and trace number, so you can follow the parcel's movements.

For security purposes, The Poi Room uses a signature required courier service for all orders. It is best that someone is at the premises to sign for the parcel. We recommend signing for your parcel with your name and the letters STI (Subject to inspection). This helps with any claim regarding damaged goods.

 

Should no one be present at the premises to sign for the parcel, a card will be left and the parcel will be available for collection as outlined on the card. A business address may be a safe alternative. Please set out special delivery instructions, in your order, if required.

If your purchase is urgent, please do not buy online. Please contact us directly at either of our stores Newmarket (09 520 0399) or Ponsonby (09 378 4364), or by email (info@thepoiroom.co.nz) so that we can investigate an express courier for delivery of your item.

 

Please note, same day delivery is only available for central Auckland.

 

You will be quoted on a case by case basis.

 

Please check all goods on receipt before signing as The Poi Room cannot be held responsible once the chain of custody is broken. Please send us photos of the packaging including the courier docket and also a photo of the damaged items within.

Please notify us with 48 hours of receiving your order and we will contact the courier company directly to resolve any claims. Please note that claims must be made within seven days of delivery of the item. The Poi Room will cover any additional shipping or handling fees for replacement.

All fine art prints that may be rolled are carefully rolled in acid free tissue paper and placed in a poster tube made from recycled cardboard.

Prints that require flat-packing are sandwiched between thick cardboard or other recycled board.

Framed prints will be wrapped carefully in recycled material or in a unique purpose-made cardboard box which may quoted for an item.

Breakables will be packed in a compostable material or recycled material.

We use eco-friendly products or recycled product where we can.

Payment

Payment for all goods online is by credit card only (Mastercard and Visa). Orders are subject to payment verification and acceptance before they are shipped. All prices are in New Zealand dollars and include GST of 15%.

 

All items on our website are subject to availability. We will inform you as soon as possible if the goods you have ordered are unavailable. We will do our best to fulfil the online order, cancel the order or assist with other alternatives.

 

Direct Debit Payments may be made by bank deposit for New Zealand orders. (Please contact us at info@thepoiroom.co.nz for bank account information).

 

Layby is available on New Zealand orders. Layby deposit is 20% of the retail price or 50% deposit for a commissioned work. Layby must be paid in full within 2 months or by arrangement. Layby is not available for sale items or promotional deals.

 

Goods sold by The Poi Room are covered under the Consumer Guarantees Act of 1994 (New Zealand).  The Poi Room Company registration number 1891545.

 

Payment may also be made by Laybuy or Afterpay. See below.

Laybuy lets you secure your purchase now and spread the total cost over 6 equal weekly automatic payments. This is interest free.

 

You can make your first Laybuy purchase as soon as you complete registration and you have been accepted as a user.

 

Your Laybuy account can be created either by registering at www.laybuy.com or by selecting Pay by Laybuy upon checkout and creating an account. You are then able to complete purchases using Laybuy.

 

Laybuy performs a credit check on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit and you can begin shopping immediately.

 

The first payment equal to one sixth of the purchase price occurs once your order is completed. The remaining 5 payments are processed each week on the day of the original purchase from your nominated card. No further action is required and all account information including a payment schedule can be viewed, at any time, through your Laybuy account.

 

 

 

Once you select Pay by Laybuy at checkout and complete your purchase, we ship the products directly to you at the delivery address you have requested.

 

 

Laybuy is available to any New Zealand resident over 18 years old with a valid debit or credit card.

 

 

If returning a purchase bought online through the Laybuy system our team will process the refund through the Laybuy platform and we will credit the funds to your nominated debit or credit card and adjust or cancel your payment schedule as necessary. This option is only available online.

 

 

Laybuy is also available in our two stores in Newmarket and Ponsonby. Our team will go through the Laybuy process with you and you can take your items with you. Please note, Laybuy purchases bought instore can only be returned for a store credit, exchange or gift voucher. The Poi Room does not provide refunds for Laybuy purchases provided instore.

To see full FAQs, please click here.

Afterpay lets you secure your purchase now and spread the total cost over 4 equal fortnightly automatic payments. This is interest free.

 

You can make your first Afterpay purchase as soon as you complete registration and you have been accepted as a user.

 

Your Afterpay account can be created either by registering at www.afterpay.com/en-NZ or by selecting Pay by Afterpay upon checkout and creating an account. You are then able to complete purchases using Afterpay.

 

Afterpay performs a credit check on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Afterpay assigns your Afterpay limit and you can begin shopping immediately.

 

The first payment equal to one quarter of the purchase price occurs once your order is completed. The remaining 3 payments are processed each fortnight on the day of the original purchase from your nominated card. No further action is required and all account information including a payment schedule can be viewed, at any time, through your Afterpay account.

 

 

 

Once you select Pay by Afterpay at the checkout and complete your purchase, we ship the products directly to you at the delivery address you have requested.

 

 

Afterpay is available to any New Zealand resident over 18 years old with a valid debit or credit card.

 

 

If returning a purchase bought online through the Afterpay system our team will process the refund through the Afterpay platform and we will credit the funds to your nominated debit or credit card and adjust or cancel your payment schedule as necessary. This option is only available online.

 

 

Afterpay is also available in our two stores in Newmarket and Ponsonby. Our team will go through the Afterpay process with you and you can take your items with you. Please note, Afterpay purchases bought instore can only be returned for a store credit, exchange or gift voucher. The Poi Room does not provide refunds for Afterpay purchases provided instore.

 

To see the Afterpay website, please click here.

Your privacy is important to us. We want to make your shopping experience is as safe and satisfying as possible.

 

The Poi Room employs Paymark for online credit card processing. This site is Visa and Mastercard approved for secure online shopping.

 

We use the information you provide about yourself when placing an order (eg. name, delivery address, telephone number, email address), only to complete that order. We also use the information you provide about another person, only to enable shipping of the product and to confirm delivery. We do not share any of this information with outside parties except to the extent necessary to complete orders.

You begin the simple ordering process from The Poi Room website by adding items you wish to purchase into your virtual shopping cart.   View the contents of your cart and click checkout to complete the shopping process. At the checkout you can select to payment options.

RETURNS

At The Poi Room we anticipate that you will be very happy with your purchased item.

It is at the discretion of The Poi Room to exchange or credit an item that is unwanted, due to a change of mind. However, in the event that The Poi Room does allow such a return, the item must be returned within 14 days of purchase in its original, unopened condition, and presented with the original receipt, exchange card, or other proof of purchase. We may offer an instore credit or gift voucher. The Poi Room does not issue cash refunds. However, if a monetary refund is agreed upon, the funds will be transferred into a designated bank account.

 

We are unable to accept returned items that have been damaged by the customer. There are also no refunds or exchanges on commissioned artworks, sale items or layby items.

 

Goods may be returned to The Poi Room if they are faulty or unfit for purpose. The Poi Room reserves the right to repair or replace goods being returned in the first instance. However, if the item is unable to be repaired or replaced, we shall offer an instore credit or gift voucher. However, if a monetary refund is agreed upon, the funds will be transferred into a designated bank account.

In the unlikely event that you are unhappy with your online purchase, we are able to replace or refund your item into a designated bank account. We must be notified of your intention to return an item shipped to you within three working days of receipt of your order, and receive the returned item within seven working days of receipt of your order. You will need to cover the cost of return shipping unless the item is faulty. The item being returned must be safely and securely packaged in its original packaging.

PRODUCT & CONTACT

We note that colour varies from computer monitor to computer monitor. Natural products also vary from piece to piece. For example, natural wood or greenstone are all unique and there may be variations in colour and also grain.

We do framing for the artists work we represent at The Poi Room. We have a limited range of mouldings available instore to choose from. Please note, some of the artists have specific frames they like to use to show their work. Depending on availability, the turnaround for framing is usually two weeks. We can provide you with a quote for framing.

You can subscribe to our email database if you would like to receive updates on our new products and Poi Room information and events. You are able to unsubscribe at any time.

We celebrate authentic contemporary New Zealand art and design.

 

In order to see whether your work would suit The Poi Room, it is best that you send an email to Melanie-Jane - melanie@thepoiroom.co.nz.

 

In the email, please provide us with brief information about yourself and your work. Please also provide us with images of your work and let us know where you already sell your work. We would also like an indication of your pricing.

 

Please note that we cannot take on everyone’s work.

Please email any other questions to info@thepoiroom.co.nz