FAQ

WHERE IS YOUR STORE BASED?
Our online store is operated from Christchurch, New Zealand.

HOW DO I PLACE AN ORDER? 
All orders are required to be placed through our website. All non-custom products can be purchased as on any online store (add to cart, checkout) and all birth poster designs contain instructions in the product description on how to fill your order out. These are all fairly self explanatory without that explanation though so don't stress.

HOW WILL I KNOW IF I HAVE MADE MY ORDER CORRECTLY?
You will receive a confirmation email shortly after placing your order. Please make sure you check your junk and spam folders. If you still cannot find your confirmation email then let us know at hello@firstmilestone.co.nz and we will resend it to you.

I LIKE SOME OF YOUR FREE DOWNLOADS, HOW DO I GET THEM?
To get any of our free downloads all you need to do is add the one(s) you like to your cart and checkout as with a normal online order. Unfortunately you do have to input your address details but we don't do anything with them, so don't worry. You will not have to input any payment information. Once you have completed the order the online files will appear on screen for download, as well as via an email link. If you have not received them via email please double check your junk folder and that the email address you entered is correct.

We do not offer a printing service on our free printables but printing can be done at any local commercial printer or copy centre, or if you'd prefer to order online we recommend Happy Moose - use the discount code FIRSTMILESTONE for 10% off your order with unlimited uses. Please note that this is an affiliate code where we get 10% of the amount you spend on Happy Moose back in our pockets, but it all goes straight into making our business even better and we wouldn't recommend them if we didn't personally use them for printing and love their products already.

I'VE CHANGED MY MIND ABOUT MY ORDER, WHAT SHOULD I DO?
If you have changed your mind about something please email us straight away with what you want to change, add or remove. As long as your parcel hasn't printed or shipped yet we will make the changes you've requested and refund or invoice you the difference. Please do this as quickly as possible though as we're pretty quick at processing our orders!

WHAT SHOULD I DO IF I HAVE MADE AN ERROR IN MY ORDER?
If you have made an error when ordering then please email us straight away so we can amend your order before it is shipped. If you have been overcharged we will refund the difference straight away. Likewise if you have been undercharged we will send you an invoice containing the difference and your order will be processed once this payment has cleared.

WHAT PAYMENT METHODS DO YOU TAKE?
We accept New Zealand bank transfer and all major credit cards which are processed through Stripe at our secure checkout. We also offer Pay by Laybuy, where you can get your order now and pay it off interest free over 6 weeks.

DO YOU OFFER GIFT VOUCHERS?
Gift vouchers are available to purchase in our store under the "gift guide" section of the menu. If you wish to purchase a voucher with a dollar value that isn't there, please send us an email and we will add a custom voucher for you to purchase. Each gift voucher has a personal redemption code you can enter at checkout when you want to use it. You can buy e-vouchers which will be emailed to you within 12 hours, or a physical voucher with a brochure about our store to be delivered to you or directly to the recipient. 

WHERE DO I ENTER THE REDEMPTION CODE ON MY GIFT VOUCHER?
Once you've added items to your cart you will need to proceed to the checkout and enter your delivery information. Once you have done this please press "continue to shipping method." On the next page you will see a box where you can enter the discount/gift voucher code you have and your new order total will be calculated so you can proceed to payment.

HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
If you are not ordering a custom print then your order will ship the same day if placed before 2pm Monday to Friday. If it is placed after 2pm we will try to have it on the same courier but it will most likely ship the following day. Our courier pick up time is 4:00pm weekdays. You will receive a confirmation email once your order has been booked with the courier so you can track your items. 

If you order a custom print or a combination of custom and non-custom items they will all be shipped once your print is complete. Please see our order process page for additional information on this. 

HOW LONG WILL IT TAKE FOR MY PRINT TO BE MADE?
We pride ourselves on our 48 hour turnaround time. So that means Monday to Friday we will make your print proof up within 48 hours and send it to you. If you order on the weekend 48 hours will start 8am Monday. If it has been more than 48 hours (excluding weekends) and you have not received anything, please check your junk folder or send us an email. Once you have made any necessary changes and you have confirmed your proof it will be printed and shipped 1-2 working days later.

IS A3 THE BIGGEST SIZE YOU DO? 
While it is the biggest size on the website we can do larger sizes, however the turnaround time is significantly longer as we do not print them locally - which is why we don't have them readily available. If you are interested in a print in A2, A1 or A0 size then please contact us via our contact form or hello@firstmilestone.co.nz and we will let you know the cost and turnaround time and if you are happy with this we will get your order underway.

HOW MUCH IS SHIPPING?
If you are based in New Zealand then you won't pay a cent for shipping - pretty cool huh?! We offer free nationwide shipping with no minimum spend for our local folks. For all international shipping costs please see our shipping page.

I'VE RECEIVED MY ORDER AND SOMETHING IS WRONG.
If you have any problems once you have received your order, please see our returns page

CAN I PICK MY ORDER UP?
Unfortunately at this stage we do not allow pick ups from our home address. 

DO YOU OFFER FRAMED BIRTH POSTERS?
Unfortunately due to the increased chance of breakage that comes with shipping glass, we do not offer a framing service at this time. Please see this blog post for places you can purchase frames both online an in store to suit all budgets.

I WANT TO PLACE A REVIEW ON YOUR WEBSITE BECAUSE OF YOUR AWESOME MONTHLY GIVEAWAY, BUT I DON'T KNOW WHERE?!
If you want to place a review then all you need to do is navigate to the product you purchased and scroll to the bottom until you see a box that says "leave review," then the rest is easy! If you ordered more than one product then you can leave a review on each listing if you like, each (genuine) review counts as one entry.