FAQs

What is the return policy?

We have created a dedicated page for our Refund Policy. You can find it here.
What are the shipping options?

Currently, we ship Australia wide and to New Zealand. Shipping costs depend on the weight and size of your items. Most of our items are prints ranging from A4 to A3 sizes which are sent in flat rigid envelopes to protect it from damage. 

You can now choose free local pickup if you are located in Perth!

When will I receive my order?

Orders are dispatched once a week every Wednesday or Thursday. Orders placed after 3pm on a Thursday will not be sent out for delivery until the following week. Custom orders take longer to process with a wait time of 3-5 days depending on if there are any changes that need to be made to your final draft. All orders receive shipping confirmation via the email address you provide at the checkout. 
What do I do if I never received my order?

Please get in touch with us immediately and will do our best to get your order to you. Occasionally orders are lost during delivery and in that case we will resend you another order as soon as possible.


What do I do if I received a defective order?

We highly recommend you inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Defective orders will be resent out as soon as possible at no extra cost.


How do I make changes to an order I’ve already placed?

There are times when we can make changes to an order depending on what that change may be. The fastest way to find out is to email us! puawaicreative@gmail.com


Where are you located?

We are located in the suburb of Kelmscott in Perth, Western Australia. 


How is the product made? Where do the materials come from?

Our products are hand made by me Eden, the owner of Puāwai Creative! My original paintings are mostly Acrylic on Canvas but the individual product description will always tell you exactly what mediums I have used. My custom portraits are a mix of traditional hand drawing and also digital drawing because I use an Apple pencil and an Ipad Air 3 to hand draw people and pets onto a computer work space. Once the design as been approved by the client/custom I send the file to my local printer on the selected paper/card stock. Once I have reviewed the final print I take it home, package it up and send to the post office! The process has a lot of finer details but that is what I love about having my own business. I basically get to wear a lot of job hats! 


How do I make sure I order the right size?

Our print sizes are standard A0 sizing. A4 is always 210mm x 297mm. If you are worried about sizing. Measure the space you are wanting to place the art work. We measure in millimetres. Order the size the fits within your space.


How do I contact your company if my question isn’t answered here?

The fastest way to contact us is via email puawaicreative@gmail.com . We are also on Facebook @PuāwaiCreative and Instagram @puawaicreative if you are ever wanting to slip into our DMs or have any questions answered. 

I want to order a custom portrait from you but I don't have one photo of everyone!

Our custom portraits are our most popular product! I will work closely with you to create something you truly love. I know how hard it can be to get a good photo of everyone at once especially if there's children in the picture so don't worry we've all been there behind the camera pulling those hilarious funny faces!

Our custom portrait product page now allows you to upload multiple reference photos to your order. Please ensure they are less than 10mb in size as they will not open on my side otherwise! Alternatively, once you have placed your order with at least one image attached, email us the remaining photos to puawaicreative@gmail.com

How long does a custom portrait take to draw?

Custom portraits take a minimum of four hours to draw and get the basic shapes down. Depending on how much detail you are wanting it can take 3-5 business days before I have the final draft ready to send you via email. Once the final draft is approved or any changes have been made, I will send off the final drawing with your chosen delivery option whether that is digitally or via post.

What is a digital portrait?

A digital portrait is a custom drawn illustration that is sent to you as a high resolution .pdf file that you would send to your own local printer to get printed. A digital file means that you don't have to wait for an item to be shipped to you and you can also print it as many times as you want at whatever size you want. We do not recommend printer bigger than A1 size though becasue some weird things have been seen at this size...

What Graphic Design services do you offer?

I offer Brand Development packages, Logo Design, Promotional and marketing material, Social media packages and Email marketing packages. I can also work virtually with you to create your own website. I myself am not a shopify expert though I do strongly believe we can now virtually learn anything we want to with fast internet, a little patience and purpose driven time. Get in touch today if your thinking of starting your own small business venture!

What is Afterpay?

Afterpay allows you to purchase from Puāwai Creative online store and pay later in 4 easy interest-free instalments.

How does Afterpay work?

To pay with Afterpay:

  • Add your items to the cart

  • Select Afterpay as the payment option at the checkout

  • Signup or use your existing Afterpay account

  • Once approved, Puāwai Creative will despatch your order

Is there any interest on the amount paid?

No, there is no interest payable by you

What are other terms and conditions I need to be aware of?

Full terms & conditions are available at http://www.afterpay.com/terms

How often is repayment?

Afterpay offers your order to be paid in 4 instalments with repayment automatically occuring every 2 weeks. 

How do I sign up for Afterpay?

Select Afterpay as a payment method (or visit the website).

You can register as you complete your purchase.

How do returns work with Afterpay?

Merchants will be able to initiate all eligible refunds on your behalf. Once completed, your refund will be applied to your order.

Does Afterpay charge interest?

There is no interest payable by you if you place an order using Afterpay.

Can I place an Afterpay order with you over the phone?

Afterpay is available as an online payment method and requires login credentials for authorisation. Our team members or merchants are unable to place an order on your behalf.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs & terms. Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/ privacy-policy