Orders are shipped out every Saturday morning

FAQ: Frequently Asked Questions

Are you ordering from Asia or South-America?

In my experience many parcels get lost in Asia and South-America. I therefore warn you beforehand: ordering is at your own risk when you’re located in those areas. Lost packages in either Asia or South-America will not be refunded.

Ordering

Why haven't I received an order confirmation?

Please check the spam-folder of your email inbox. Some email services don’t like my emails so it ends up there. How rude! 😉
Another possibility is that you used one of your other email addresses for the order. If you can’t find it, please contact us and we will re-send you the order confirmation, no problem.

Will an invoice on paper be send with the order?

When you order you will not find receipts/invoices in the package, this is all sent through email. You can safely order gifts this way too. You will receive the invoice upon ordering in my shop per email.

When is your shop re-opening?

When I have new products for you 🙂 If you want to stay in the loop, sign up to my newsletter so you don’t miss the next opening!

Can I get the order shipped to someone as a gift?

Absolutely! If you’re ordering something for someone and want to have it delivered to their address, please fill out their address at checkout. Your order will be shipped to the address you fill out in ‘billing & shipping’. Please be aware of this when ordering.

To let the receiver know who it’s coming from, you can add a handwritten notecard!

Can you wrap the order as a gift?

All orders standardly come in a beautiful paper gift bag. You can add a personal notecard for the person receiving the gift if you like!

Can I order a personal commission?

Due to time restraints I don’t take on personal commissions like birth announcements, wedding invitations, personal portraits, etc.

Can I get a product customized?

I don’t offer custom sizes or personalisation of the products due to time restraints.

Some different sizes might be available in my INPRNT-shop (print on demand service in the USA), so feel free to have a look if there’s anything to your liking!

Can I get my product signed?
  • Zines, travel journals, cards and other products are not signed due to time restraints.
  • Prints are signed by the artist.
  • When books are available for signing you can find it on the product page.
I want to buy a product you had in your shop but I can't find it/it's sold out.

If it’s not in available in the shop I don’t have any left, I’m afraid.
Many of my prints are limited editions, which means they are numbered and will only be printed to a certain number.

As a small business all the products in the shop are produced in small quantities. They will sell out at some point and in most instances we don’t get them reproduced due to the high costs of production.

So, if you have your eye on a product, buy it when it’s still in the shop 😉

How do I buy one of your paintings?

I offer my paintings in series, and when a series is finished I offer them in my shop. Subscribers to my newsletter get first access to new paintings, so do subscribe if you’re interested.
All paintings can be paid for in my shop unless noted otherwise.
I recommend picking up bigger paintings from my studio to avoid damages that might occur in the shipping process. Bigger paintings can be shipped but the price of this has to be arranged as it requires special casing and a more expensive transport service.

Shipping and delivery

How much does shipping cost?

All shipping costs include postage, packaging and processing of the order.

Netherlands: €3,20 – €7
Rest of the world: €4,30 – €18

All orders are send through PostNL unless noted otherwise.
Shipping costs are based on the total weight of the parcel, not the size.

When will my order be posted?

All orders are shipped out every Saturday unless noted otherwise. All shipping is done by hand and by myself so next day delivery is not possible. It’s shipped with a lot of care 🙂

Your order has to be placed before Saturday 8 AM CE(S)T to be shipped the same Saturday. Orders placed after 8 AM will be shipped the next Saturday.

When will my order arrive (shipping times)?

There’s no way to be sure* but after I’ve posted the package the timings usually are:

Netherlands: 2 – 5 business days
As most orders are shipped on Saturday, please note that your order will not arrive before Tuesday as PostNL doesn’t deliver on Sundays and Mondays.

Europe: 5 – 14 days
United States and Canada: 10 – 30 days
Australia: 10 – 30 days
Rest of the world: 1 – 8 weeks

Before contacing us, please allow your order to arrive within:
– 2 weeks within the Netherlands;
– 4 weeks within the EU;
– 12 weeks outside the EU.

The customs service in your country might take a longer period of time to send the package to your place. This is the reason some delivery times may vary. It all boils down to the country you live in.

Please note that during the holiday-season packages take longer to arrive.

* No rights can be derived from these timings as it depends on all the mail services involved.

Why hasn't my ordered arrived yet?

Please note that during the holiday-season packages take longer to arrive.

Please check the shipping times. It may take a while for your oder to arrive, especially if it you’re outside the EU. Please allow up to 12 weeks for your order to arrive if you’re located outside the EU. In most cases it will turn up within 3 months.
If 12 weeks have passed and you still haven’t received your order, get in contact with us! Before that time we can’t do anything.

Can I pick up my order from your home?

This is only possible (and recommended) for larger paintings. All other orders are posted in the mail as I don’t have a brick-and-mortar shop. Due to time restraints and privacy it’s not possible to open my house/studio for pickups. I also don’t do personal deliveries.

Why don't you offer same day/next day delivery?

Because I’m a one-person-business, not Amazon.

Can I get my order delivered on a specific date?

The mail services are handling the delivery of the packages and I can therefore not guarantee delivery on specific dates.

What are the sizes of the envelopes/parcels?

Your order will be send in the envelope that fits the largest product you’ve ordered.

Travel journals: 20 x 15,2 cm
Cards: 20 x 15,2 cm
Prints up to 14,8 x 21 cm (A5): 28,5 x 20 cm
Prints up to 21 x 29,7 cm (A4): 35 x 25 cm
Lotta-comics: 35 x 25 cm

What if my mailbox is smaller than the product I want to order?

Please check before ordering if your mailbox slot is big enough. For proper delivery (especially for prints larger than 15 x 21cm) your mailbox slot should be 26,5 cm long x 3,2 cm high (and 38 cm deep in case of a collection tray). These sizes are obligated in the Netherlands. Making sure the order can be delivered properly is the responsibility of the receiver/customer and unfortunately we cannot compensate damages caused by a mailbox that’s too small.

There are several shipping options available, so please pick ‘parcel post/pakketpost’ if you have a small mailbox slot.

What to do when my order has arrived damaged?

So sorry that has happened! If the order arrives damaged due to mishandling by your postal services, please get in touch with your national or local postal service to file a complaint. In the Netherlands that’s PostNL, find more info here.
Please get in touch with us so we can maybe sort it out. We want you to be happy 🙂

If your mailbox slot is too small (see above), there’s not much we can do unfortunately, as it’s the receivers responsibility to provide a big enough mailbox.

Do I need to pay import costs?

If you’re outside the EU it’s possible that your government charges import costs and taxes on your order. Import costs are not included in the order total and are paid for by the receiver of the order.

The amount depends on which country you live in, please check on the website of your government.

Help! I filled out the wrong address.

If your order is not shipped out yet, send reply to me ASAP with the correct address.
If your order is already shipped, there’s nothing to do about it. If you can, check the address you filled out and see if those people have received it.
Please check and double-check if you’ve entered the right address at checkout. I can’t take responsibility for this.

Why has my envelope been opened and sealed again?

Occasionally border patrol will open packages and envelopes to check the contents. This happens mostly at the US, Canada, South-America, Australia and New Zealand border. Please contact border control in your country to ask for more information.

Why is shipment to my country not possible?

There are a few countries to which shipping is not possible (including some countries in Asia) due to packages getting lost most of the time.

Can you ship my order with a tracking code?

Yes! If you’re outside the Netherlands, please contact us before ordering so we can arrange shipping your order as a parcel to you. Prices start at €22 per parcel outside the Netherlands.

If you’re based in the Netherlands, you can opt for ‘brievenbuspakje’ which comes with a track & trace code.

Payment

What payment methods do you accept?
  • iDeal
  • Paypal
  • Credit card
  • Bancontact
  • Belfius Direct Net
  • KBC/CBC
  • EPS
  • Sofort
  • Giropay
  • Bank transfer
I have trouble getting my payment through.

Sometimes the payment system has hiccups when it’s used with some browsers. Why? I can’t figure out exactly, but it’s resolved when you use a different device (PC/tablet/phone) or browser. Please try another device or browser and I hope this solves it. If not, feel free to get in touch.

How do I enter my discount code?

You can use your discount code at checkout, at ‘Coupon code’ and then click ‘Apply coupon’.

I forgot to enter my discount code and already paid.

Discount codes need to be filled out during the payment process as they can not be entered after the final step. There are no refunds possible afterwards so please make sure you fill out the code in the ordering process.

Can I place an order as a business with 0% VAT/taxes?

That’s possible for businesses within the EU (Dutch-based companies excluded). Please contact us so we can arrange a custom order for you with the correct VAT rates. Please know we apply a handling fee for this.

If you own a Dutch company: regular VAT applies as you can deduct this from your tax payments.

Other questions

Where are your products produced?

Currently all of my products are made and printed in the Netherlands, and I almost solely work with companies that are mindful about climate change. For example, I work with a printshop that plants trees for all the orders they handle.

What paper is used for your cards and prints?

On each product-page I mention what kind of paper is used.
Risoprints are printed with plantbased inks. Fine art prints are carefully printed with love on a giclee printer with ultra-chrome inks on high quality paper. All other prints and cards are printed in the Netherlands and all paper has a FSC certificate. Many items are printed on 100% recycled paper.
Please note that the actual product might look different in real life from the screen as every screen has different settings.

When will you have new paintings/prints/other products for sale?

As my partner Bram always says: “it’s ready when it’s ready” 🙂 I don’t work with strict schedules for my personal work, to keep the process enjoyable for myself and it also results in better work. With artwork I don’t work well when I’m put under pressure.
If you want to receive updates on the process and know first when new work is available, feel free to subscribe to my newsletter.

What do you use to ship my order?

Your order is packaged in a paper bag and a cardboard or paper envelope.
Limited edition prints are wrapped in plastic to protect from damaging during shipping. If you don’t want plastic, you can let me know in the notes-section at checkout.

I’ve used cornstarch bags in the past but recently it came to light that those are as harmful for the environment as regular plastic bags. As plastic bags are re-usable, I’ve opted for these and I encourage you to re-purpose the bag.

When I buy a product, can I reproduce it?

No. Buying a product means you’re buying an item you can use, but not the copyright. This I want to especially make clear with original artwork (paintings and drawings) that I occassionally offer. This means you can use the product but you can not reproduce it. It’s not allowed to copy the product you bought, or use it for commercial purposes (like a logo, flyers, website, etc.). If you do want to use it for commercial purposes please get in contact with me. Copyright remains in all instances with Marloes De Vries.

How do I frame the art print I bought?

I have created guides to help you pick the right frame for the art print. Find them here.

Returns

I have changed my mind. Can I return my order?

We accept returns due to change of mind as long as a request to return is received by us within 10 business days of receipt of item, and are returned to us in original packaging, unused and in resellable condition.

Return shipping will be paid at the customers expense and will be required to arrange their own shipping. The refund paid is the value of the product. Costs paid by me for shipping are not included.

Once returns are received and accepted, refunds will be processed to shop credit for a future purchase.

I ordered the wrong item.

If you want to return it, please check the information at ‘I have changed my mind. Can I return my order?’.

I’d love to encourage you to gift the item to someone else maybe, to lower waste and shipping emissions.

I received the wrong item.

If you’ve received a product you didn’t order and it’s missing the product you did order, please contact me within 10 business days. Please email me a photo of your order as you received it and your order number. I will send you the right item on my own costs of course.

My order has arrived damaged.

So sorry that has happened! If the order arrives damaged due to mishandling by your postal services, please get in touch with your national or local postal service to file a complaint. In the Netherlands that’s PostNL, find more info here.
Please get in touch with us so we can maybe sort it out. We want you to be happy 🙂

If your mailbox slot is too small (see Shipping and delivery), there’s not much we can do unfortunately, as it’s the receivers responsibility to provide a big enough mailbox.

Can I get a refund on digital products?

If you’ve ordered a digital product like an e-book or downloadable PDF, refunds are not possible.

Can I get a refund on a donation/coffee I bought for you?

Refunds on donations are accepted. Admin costs (€7,50 per transfer) and fees for transferring the money will be deducted from your donation.

Contact and about the shop

How can I contact you?

If you have any questions, please email at shop@marloesdevries.com with your order number and full name, simply hit ‘reply’ on the email with your order confirmation or contact us through the contact page.

Why haven't you responded to my DM?

I get a lot of DM’s during the day and they easily slip through the cracks. DM’s will therefore not be processed. Please email us with any question you have 🙂

Who is running this shop?

It’s me, Marloes! I’m a one-person-business singly creating, handling and shipping all orders. My day job is creating illustrations and writing books and in my spare time I create products for you to buy. Read more here.

Why would I buy from a small business instead of a big store?

Because you’re supporting a human being directly and I can’t thank you enough for that. I do a little happy dance for every order I get and appreciate it greatly.
When you’re buying something from my shop you are directly helping me to stay afloat so I can continue to make art, books and other things.

Do you have employees?

I don’t, it’s just me. I’m not a big company nor do I have staff to handle orders. It’s very different from big (warehouse) web shops and I can not compete with their services. Same day-shipping for example isn’t possible nor can I offer certain services big companies can offer.

My partner Bram also occasionally helps with emails so he might be the one answering your email.

Are you hiring?

Not right now, but maybe in the future.

Where can I find the terms & conditions?

You can find them here: marloes.shop/terms-conditions