FAQ
Shipping
When will my order be ready?
Each item is carefully made to order - from cutting and etching to painting, drying, sanding and packing - so please allow up to 10 business days (Monday to Friday, excluding public holidays) for your order to be completed and shipped.
How long does shipping take?
We ship across New Zealand using GoSweetSpot.
All parcels are tracked, and we'll send you your tracking number via email as soon as your order has been dispatched.
- North Island (Urban): Usually 1-2 working days
- South Island (Urban): Allow up to 3 working days
- Rural Addresses: Please allow and extra 1-3 working days on top of standard delivery times.
Where do you ship?
Currently within New Zealand only.
How much does shipping cost?
We have a flat rate shipping cost of $10 across New Zealand, but for orders $99 and over, shipping is free!
Products
How do I hang my wall art?
We recommend using small panel pins (available from places like Mitre 10 or The Warehouse), picture hooks or Command strips to hang your piece.
Hanging hardware is not included, as everyone has their own preferred way to display things - but which ever method you choose, please make sure it's secure. Some pieces are delicate and need to be handled with care.
What materials do you use?
Our products are made from high-quality cast acrylic, MDF, and a range of plywoods.
Because we work with natural timber, you may notice small variations like grain marks, knots or slight imperfections - this is part of the charm and uniqueness of each piece.
Occasionally, items left in their natural wood finish may have light burn markets on the reverse from the laser process. We do our best to gently sand these away, though some pieces may be too delicate for this.
Please keep in mind: colours and wood grain may vary slightly from the photos, and handmade items may show minor differences in engraving or texture.
How do I clean acrylic pieces?
Acrylic is low-maintenance and easy to care for. To keep it dust-free, we recommend using a microfibre cloth with a little glass cleaner.
If scratches appear, you can gently buff them out using turtle wax or a similar plastic polish.
Refunds
Can I get a refund if I change my mind?
We totally get that minds can change, but because most of our items are personalised or made just for you, we're not able to offer refunds in those cases.
We do our best to show clear photos and descriptions so you know exactly what you're getting.
Make sure to double-check names, dates and any custom info when you order. We make everything based on what you send through, and we can't offer refunds or fixes if the details weren't entered quite right.
My order arrived damaged - what should I do?
If something's not quite right with your order, please get in touch with us as soon as you can. We'll happily replace any incorrect or damaged items. Some of our products are delicate, and unfortunately, couriers can be a little rough at times.
If your parcel is marked as delivered but hasn't shown up, please first complete a missing parcel form with the courier, and then get in touch with so we can help.
For Damaged Items:
To lodge a claim with our courier, we'll need the following photos - and it's important you keep all original packaging until we've processed the issue:
- Photos of the damaged item(s)
- Photos of the packaging materials
- Photos of the inner packaging
- Photos of the outer box/satchel
- Photos of all barcode labels on the parcel
If something's not quite right with your order, just sent us an email - we're here to help and want to sort it out, but we can't fix it if we don't know about it.
You can contact us here or via email at hello@livingstonandco.nz and we'll get back to you as soon as we can.
Custom Orders & Designs
Have something in mind that's not on the website? Just ask!
If you're after something a bit different, send us an email at hello@livingstonandco.nz - we'll let you know if it's something we can do.