Frequently asked questions

Please read this first:

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.

Before placing your order:
  • Please check if you’ve filled out your address correctly. Your order will be shipped to the address you fill out.
  • Check if you’re ordering the products you want and the right amount. I cannot be held responsible for wrongly placed orders, or the wrong amount of products.

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.
What if an item says 'sold'?

This means that the product is out of stock.
If it’s a limited edition or original, they won’t come back. Many art prints and risoprints are signed and numbered and in that case they won’t get reprinted to maintain exclusivity.

Often cards that are out of stock will return in a next round. Some products won’t return as I like to add new items occassionally instead.

I'm interested in a zine/print you had available a while ago but I can't find it in the shop.

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.

I often get requests for my travel journals about Hastings (2017) and France (2016) but they have sold out. Most zines get a few print runs and are available in my shop for about two years, and after that I don’t get it reprinted (due to high costs of printing). So, if you have your eye on a zine, buy it when it’s in the shop 😉

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. 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 🙂

When will my order arrive (shipping times)?

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.

From my experience, the timings usually are (after I’ve posted the package):

Netherlands: 1-3 days
Europe: 5-14 days
United States and Canada: 10-30 days
Australia: 10-30 days
Rest of the world: 1-8 weeks

Please allow your order to arrive within 4 weeks within the EU and 12 weeks outside the EU, before contacting us.

Why hasn't my ordered arrived yet?

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 order now but have it delivered another time/week?

Unfortuntely that’s not possible. If you need your order a week later for example, please order a week later.
This is to keep the process streamlined as I’m handling all orders from my studio with limited space. I’ve tried to send out orders on preferred dates in the past and it was too choatic and errors are easily made then. That’s why I don’t offer this. Thanks for understanding!

What if my letterbox is smaller than the print/product I want to order?

Please check beforehand if your letterbox slot is big enough. Some orders come in A4 size envelopes so if you choose to send it with letterbox mail your letterbox slot should be 38 x 26,5 x 3,2 cm.

Unfortunately there’ve been plenty of occasions that a mailman folded envelopes to fit in the mailbox, so please check if it’s big enough. If you’re unsure whether your order fits in your mailbox, please contact me so I can arrange with you to ship it as a parcel.

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 is Asia) due to packages getting lost most of the time.

Payment

What payment methods do you accept?
  • iDeal
  • Paypal
  • Bancontact
  • Sofort
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.

Product quality and packaging

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.

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.

Returns

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

I 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! Please contact me as I want you to be happy and I will try to come up with a way to make it up to you. 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.

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 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, or simply hit ‘reply’ on the email with your order confirmation.

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.

If you have a question or a problem with your order, please email at shop@marloesdevries.com with your order number and full name, or simply hit ‘reply’ on the email with your order confirmation.

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.

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 (and occasionally my partner Bram). 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?

I wish but unfortunately I’m not able to at the moment. Maybe in the future!

Where can I find the terms & conditions?

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