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'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 vouchers" section of the shop. 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. We offer both e-vouchers and physical vouchers to be shipped.

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. If you have purchased something less than the total on your voucher then the code will be updated with the remaining amount, so just use the same code.

HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
If you are not ordering a custom print then your order will ship the next working day following your order Monday - Friday. You will receive a confirmation email once your order has been booked with the courier so you can track your items. You can find more information about our shipping timeframes on our shipping page.

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 2 working day turnaround time. So that means Monday to Friday we will make your print proof up within 2 working days and email it to you. For further clarification on our turnaround times and when your order will print after you've approved the design please see the order process page.

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 slightly 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 invoice you and get your order underway once it has been paid for.

We also offer digital birth posters which come automatically in A2 size for printing in A2 and under but can accommodate larger sizes on request. These are one fixed price for the file so you can arrange printing on your own at home or your local commercial printer or copy centre.

HOW MUCH IS SHIPPING?
If you are based in New Zealand then you only need to pay $5 for shipping regardless of the size of your order, or if you spend over $80 you won’t pay a cent for shipping! 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. 

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.

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.

I ACCIDENTALLY DAMAGED/LOST MY BIRTH POSTER - DO YOU OFFER A REPRINT SERVICE OR DO I NEED TO ORDER ANOTHER POSTER? 
We know sometimes shit happens, so we keep all birth poster orders on file on a dedicated hard drive so that should you ever need to have your poster reprinted we already have it on hand. If you want to change anything on it you will need to order a new one, but if you just want the exact same one reprinted please email hello@firstmilestone.co.nz and we will sort it for you. A4 reprints are $15 + shipping and A3 reprints are $20 + shipping.

DO YOU SELL THE WOODEN HANGERS SO MANY OF YOUR PRINTS ARE DISPLAYED ON? 
No we don't, most of the ones pictured on our website are from Arch & Co but if they are out of stock we can also personally recommend the Happy Moose ones (use the code FIRSTMILESTONE for 10% off) and the KP Designs ones. 

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.