Help & FAQs
Orders & Payment
What payment methods do you accept?
Payment on my website is by credit/debit card via secure checkout. Transactions are SSL protected and your information will be securely transmitted.
If you'd like to pay through Paypal please contact me and I can set you up an invoice with a payment link. You can also pay by bank deposit if requested (NZ customers only).
I currently do not offer afterpay.
Can I cancel my order?
Yes you can cancel a purchase for any reason and receive a full refund, providing your order has not yet been dispatched. Please email me to request a cancellation.
What are your return/refund policies?
Your 100% satisfaction is important to me.
If for any reason you are not happy with your purchase, you may return it for a full refund. If your item is lost or damaged during shipping, please contact me.
See my Returns & Refunds Policy for full details.
Product Information
Where are your products made?
I create all of my art and hand crafted products in my home studio, located in a small rural town in Waikato, New Zealand. All reproductions of my work such as prints, cards and bookmarks are produced by me in my studio using professional equipment and materials.
Do you take commissions?
See my Commissions page for information about pet portraits and custom orders.
How can I be notified of new artworks for sale?
The best way is to sign up to my newsletter to receive email updates of my latest work when it becomes newly available.
Do you offer gift wrapping?
Yes! For an extra $5, your purchase will be wrapped in beautiful paper with a gift tag attached. Your own message to the recipient can be included, if requested.
Add gift wrapping to your order here.
If you would like me to send your gift directly to the reicpient, just add their address in the shipping section at checkout.
How do I leave a review?
All feedback is much appreciated. If you'd like to leave a review of a purchase you've made, please fill in the form on my customer review page.
Is your art protected by copyright?
All artwork by Sarah Potton, including digital images as well as physical items, is protected by copyright and may not be copied, re-printed, or reproduced in any way without written consent from the artist.
Packaging & Shipping
How will my artwork be packaged?
Each order will be carefully and securely packaged to prevent any
damage in the post. I use eco friendly and recycled materials whenever possible.
My order is a gift, will an invoice be included?
I do not include an invoice with any of my orders going to NZ addresses. Overseas orders do include an invoice in most cases, as required by customs.
What does shipping cost and how long does it take?
Please view the Shipping Info page for delivery costs and timeframes.
Do you ship internationally?
I ship to most countries worldwide. Please view the Shipping Info page for information on cost and delivery timeframes.
How do I track my order?
Once your order has been dispatched, you will receive an email with a link to NZ post online tracking where you can view delivery status and add courier instructions. If you haven't received a shipping email, please check your spam folder. You can also log in to your customer account (if you have created one) to find your tracking info.
International orders will not include tracking unless the tracked delivery (or courier) option has been selected at checkout.
What if my order is lost or damaged in the post?
Your order will be packaged securely to ensure it gets to you safely, but in the rare event it arrives damaged, please contact me within 3 business days. You can either return the item or provide photos of the damage and I will replace or refund the item.
If your order is missing or delayed please contact me.
If you have a question that is not answered above, please email me at sarah@mousewhisker.co.nz