Question 1

How does payment work?

Accepted Answer

You enter your card details when you reserve, but nothing is charged until rawframes confirms your date - within 24 hours. If we can accommodate your weekend, the full payment is processed then to secure the booking. If we can't, nothing is charged at all.

Question 2

How far in advance should we book?

Accepted Answer

We open a small number of weekends each month and they fill quickly in peak season. Book as early as possible to secure your spot.

Question 3

Can we cancel or change our date?

Accepted Answer

You can move your date once, free of charge, subject to availability on the new date. Bookings are non-refundable once confirmed - confirming your date means we've reserved your kit and edit time and turned away other bookings for that weekend. If we ever fail to deliver a usable film through our own fault, the rawframes Film Guarantee gives you a full refund.

Question 4

Can I switch packages after booking?

Accepted Answer

This depends on availability - reach out to us and we'll do our best to accommodate.

Question 5

Can I buy a package as a gift?

Accepted Answer

Yes. Head to our gift page - we'll walk you through the small differences: where the kit ships, where the finished film goes, and how to write a personal note.

Question 6

Do guests need any filming experience?

Accepted Answer

Not at all. The camcorder has one record button and an automatic mode. If your guests can press a button and point a camera, they can film a wedding.

Question 7

How long do we have the camera for?

Accepted Answer

The standard rental is a full week. The kit arrives midweek before the wedding and needs to be shipped back within 3 days after the event. The return date will be confirmed by email.

Question 8

Where do you deliver?

Accepted Answer

Anywhere in New Zealand, including rural addresses. The kit ships to arrive at least 3 days before your wedding, and a prepaid return label is included so sending it back is as simple as dropping it at a courier point.

Question 9

What happens if we forget to charge it?

Accepted Answer

You'll be fine. Each battery records around three hours, and we supply two extra batteries plus a charger. Just rotate them through the day.

Question 10

When will we receive our film?

Accepted Answer

Your edited film and the full raw footage library are delivered 4–6 weeks after the kit arrives back with us. We'll email you the moment it's ready.

Question 11

Can we keep the raw footage?

Accepted Answer

Yes. Every package includes the full unedited library delivered as a download alongside your finished film. It's yours to keep forever.

Question 12

Who owns the footage?

Accepted Answer

You do. Everything filmed on your kit is yours to keep, share, and post wherever you like. We may use short clips to show couples what rawframes films look like - you can opt out of that any time by emailing us.

Question 13

Can I choose the editing style?

Accepted Answer

Yes. When you reserve, you'll answer a few quick questions about your preferred style so we can tailor the edit to you - and because the camcorders record in 4K, we can shape it to your preferences without losing quality.

Question 14

What if the kit arrives late or damaged?

Accepted Answer

We send every kit out with a three-day buffer before the wedding. If anything goes wrong, text the number on your confirmation card and we'll overnight a replacement.

Question 15

What if the camera gets damaged?

Accepted Answer

A $99 NZD damage waiver is included in every booking and covers minor accidental damage. Loss, theft, water damage, or significant damage is not covered by the waiver - repairs beyond it may be charged (up to $700 NZD), and lost or stolen equipment at its replacement cost. See our Booking & Hire Agreement for full details.

Question 16

What if we lose the kit or something goes missing?

Accepted Answer

Get in touch as soon as you notice and we'll sort it together. Missing items are charged at replacement cost, and if a kit hasn't been shipped back within 10 days of the return window we have to treat it as lost - so a quick message saves everyone money and stress.

Questions, answered.