Returns + Refunds

At Look NZ, we always strive for your satisfaction with your purchase. Returns for unwanted items are at our discretion, but if we do allow a return, the item must be in its original, unopened condition with proof of purchase. Please notify us within 3 working days that an item is to be returned and it must be returned within 14 days. Please allow up to 10 days to process your return once we have received it.

We do not charge a restocking fee.

Please note that we do not accept returns for customer-damaged, commissioned, preordered, sale, or layby items. 

Preorder Returns and Cancellations

All preorder sales are final. We do not accept cancellations, returns, or refunds for preorder items once your order has been placed. By completing a preorder purchase, you are committing to buy the item when it becomes available.

Please carefully review all product details before ordering. The only exceptions are items that arrive damaged, defective, or materially different from the description—in these cases, contact our customer service team at hello@looknz.art within three days of delivery.

For purchases made through Shop Pay, please note that Shop Pay's purchase protection and cancellation policies do not override our preorder policy—preorders remain non-cancellable and non-refundable regardless of payment method.

Estimated release dates are subject to change and do not qualify for cancellation or refund.

Faulty or Damaged Items

If you receive a faulty item, don't worry - we're here to help. We may offer to repair or replace the item or provide a refund, in-store credit, or gift voucher as appropriate.

A2 and larger prints, as well as hand-painted artworks, are shipped in sturdy, high-quality art tubes. Each piece is thoroughly checked and securely packed before it leaves our studio. 

When opening your tube, please take extra care, prints can be delicate. We recommend taking your artwork straight to your framer and letting them handle it for the best results.

Once your artwork is in your hands, we can’t take responsibility for any damage caused during handling.

For claims regarding damaged items during transit, please notify us within 48 hours of delivery. If you need to initiate a return, please notify us within 3 working days, and the items must be returned within 7 working days. Please note that return shipping costs are generally the responsibility of the customer unless the item is deemed faulty.

Please keep in mind that handmade items may have slight variations in materials, and any major changes to ordered products will be discussed with the customer beforehand.

By placing an order with us, you agree to these return terms. If you have any questions or need further information regarding returns, feel free to contact us at hello@looknz.art. We're here to assist you!

Address for Returns:

Look NZ Ltd, 1A Wexford St, Albert Town 9305