Frequently asked questions
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right.
When will I get my order?
Most orders leave within 1 working day. Some orders (such as for Recycled Rimu frames) may need to be made and can take up to a week - let us know if needed sooner though!
Where are your products manufactured?
We make a large amount of frames in-house. Film and hanging products come from various global locations.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Common Film related questions
Why didn't all my photos come out?
The most common reason we see is underexposed images – not enough light made it to the film. This is typically photos taken indoors without flash.
The next most common is the film has been exposed fully to light (back of camera has been opened while film was loaded) followed by the film not loaded correctly and failing to feed through the camera.
How long does film developing take?
35mm C-41 processing is usually same day, at peak times it may be following day. 120 C-41 processing is usually a few days. Black and white processing is typically within a week.
Do you process old film?
In most cases yes – we have managed to get amazing images off films well over 50 years old including well expired Kodachrome.
Can I buy film from you?
Yes you can! We have a range of 35mm and 120 film listed on our website. Check them out in our product range.
Common Framing questions
How much is it?
Framing has a huge amount of variables, we have a quick guide to help on the framing page
How long does it take?
We aim to finish most pieces within 2 weeks. Very large and complex items may take longer.
How does it work?
Most commonly you bring the items to be framed into our showroom and one of our team will go over options with you. You leave the items with us and we frame them up ready to hang - you can collect or we can deliver and hang them for you.
Do you cut glass for old frames?
Uh-oh, sound like something went crash! Yes we'll reglaze a frame and we'll also check to make sure the frame is still safe if it has had a fall.
Do you fix or restore old frames?
Yes, within reason - if something falls outside our area of expertise we'll refer you to someone capable.
Do you deliver?
Yes we'll deliver at a time that suits you.
Do you hang frames for people?
Yes we hang frames and install hanging systems in homes and commercial buildings/offices.
Passport photo questions
What is the cost?
Our Passport or Visa photos start from $30
Do I need an appointment?
No — walk in anytime during opening hours.
How long does it take?
The entire process takes approximately 10-15 minutes.
What are your operating hours?
We are open Monday to Friday 8.30am to 5.30pm, and Saturday 10am to 3pm
Where are you located?
You can find us at 55 Lake Road, Frankton, Hamilton NZ
Can I get digital only?
Yes, we can email you a digital file if you require.
Can I get printed only?
Yes we can size your photo and give you as many prints as you need.
Can I get both digital and prints?
Yes, we can give you your photos in any format you need.
Can you do photos for babies and children?
Yes, we specialize in passport photos for all ages, including infants and children.
What countries do you support?
We provide passport and visa photos compliant with requirements for all countries.
How long will you hold onto my photo?
We hold onto your photo for 3 months, so we can resize it for other applications, reprint it or resend it.
What happens if I need extra copies?
Just give us a call or email with your name, date your photo was taken and your contact number and we can find your photo as long as it was taken within the last 3 months.
Do you have a changing room?
We do not have a changing room.
What should I wear?
Most countries require a light coloured background - we suggest avoiding white or you'll look a bit like a floating head.
Can I wear glasses in my photo?
Glasses are generally not recommended. We'll advise you based on current requirements.
Printing
How much is it?
Our price list covers most print types and sizes that we offer. We don't run any cheap papers so as we can maintain our goal of knowing what we make is good for the long term.
How long does it take?
We have some while you wait options, most printing is complete within 3 days.
How does it work?
We have kiosks in-store for basic printing. We can help get photos from phones etc but most people either upload (we can send you a link, just ask) or bring in a USB with the files.
Do you do Giclee prints?
Yes - the term giclee can be used very loosely. We use good paper and good ink, we really want you to get the best possible prints that last for generations.
How big can my photo be printed?
We can print up to 1.1 x 3m comfortably and larger through our network of friends in NZ. Files need to be great and we can advise limits.
Do you print canvas?
Yes, we run canvas prints most days.
Can I print from my phone/tablet?
Yes - we will help if needed.