FAQ: Frequently Asked Questions
Payment
Which payment methods do you accept?
You can safely pay with credit card, Paypal, iDeal and Bancontact.
How do I use a discount code/coupon?
At checkout you see ‘coupon code’, where you can fill out the code you have received. 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.
Discount codes cannot be applied to books, as it is prohibited by Dutch law.
Can I place an order as a business with 0% VAT/taxes?
For businesses within the EU (Dutch-based companies excluded) we can arrange a custom invoice for you with the correct VAT rates. Do not order from the shop, but contact us instead. If you own a Dutch company: regular VAT applies as you can deduct this from your tax payments.
Shipping and delivery
How much does shipping cost?
Please find the shipping costs here.
We can't offer free shipping, as we're a really small business which sends out too few packages to make deals with postal services.
When will my order be posted?
Orders placed before Friday 8 AM CE(S)T are shipped out each Friday, unless noted otherwise on the product page.
When will my order arrive?
There’s no way to be sure* but after you’ve received an email saying your order has shipped, the timings usually are:
Netherlands: 2 – 5 business days
Europe: 5 – 14 days
United States/Canada/Australia/New Zealand: 10 – 30 days
Rest of the world: 7 – 60 days
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.
During (bank) holidays packages take longer to arrive.
* No rights can be derived from these timings as it depends on all the mail services involved.
Can I pick up my order?
When an order is available for pick up from my studio, you will see this in the checkout as a shipping method. Please note that this is only available for larger art prints and paintings. When you’ve chosen pick-up, we will email you within 3 business days to offer dates and times for you to pick up your order.
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 the shipping address at checkout. By default there's no invoice included in the parcel and each order is wrapped in a paper gift bag.
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.
Will my order fit through my mailbox slot (to avoid damaging)?
For proper delivery, your mailbox slot should be 26,5 cm long x 3,2 cm high (and 38 cm deep in case of a collection tray). Please check before ordering if your mailbox slot is big enough.
Smaller mailbox slot? Pick ‘parcel post’ in the checkout. In our experience, the people that deliver the mail will fold your order to fit your mailbox, and we cannot take responsibility for this. Damages caused by a mailbox that’s too small cannot be compensated.
What to do when my order has arrived damaged?
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 DHL. Please get in touch with us so we can maybe sort it out. We want you to be happy, of course.
If you chose for mailbox delivery, but your mailbox slot is too small to fit the envelope, there’s not much we can do unfortunately, as it’s the receivers responsibility to pick ‘parcel post’ in checkout if the mailbox is too small for the order.
Returns
How do I cancel/adjust my order?
Please contact us as soon as possible with your order number and full name, or reply to the order confirmation email you’ve received. Once your order has shipped out, adjustments or cancellations are not possible.
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 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 us for shipping are not included.
What do I do when I've received the wrong product?
If you’ve received a product you didn’t order and it’s missing the product you did order, please contact us within 10 business days. Please email us a photo of your order as you received it and your order number. We will send you the right item on our costs of course.
Can I get a refund on a digital product or donation?
Refunds on non-physical and digital products, like online classes, donations or downloadable PDF's, are not possible.
Other questions
What if I place a pre-order with a regular order?
If you order a product that’s on pre-order with a product that’s in stock, your complete order will ship when the pre-order is available. If you want the other product sooner, you have to order it seperately.
How do I frame the print I ordered?
We have created guides to help you pick the right frame for art prints: Find them here. Due to time restraints we don’t offer personalised advice for framing art or prints. If you’re in need of an expert to help and advise you, we recommend Goedman Lijstenmakerij in Den Haag, but many other specialised art framers do excellent work as well.