FAQs

Please fill out the contact form on our website, we will reply within 2 days.

It's not possible to place an order by phone because all orders made in the Van Gogh Museum online store have to be paid in advance using our secure online payment gateway. If you need help placing your order we are happy to help you! Our customer care team is available Monday to Friday 9:00am-17:30pm CET via +31 (0) 888 800 853. Or send your question by email >

It may happen on a rare occasion that a creditcard is not accepted. We advise you to try to make the payment again. If your card is still not accepted, please alert us and we will be happy to help you finalize your payment. 

For shipments outside the EU an invoice is required for customs. Furthermore we include a packing slip with all orders.

When you've placed and paid for your order, it's prepared for transport almost immediately. When you have received your order you may return any item following our returns procedure.

We offer VAT-free purchases for non-EU customers. However, for shipments outside the EU you may have to pay import duties or other additional taxes upon receipt of your order. Charges vary depending on your customs authority.

To process an order in the Van Gogh Museum online store, it has to be paid in advance. Only orders over €500 can be paid by invoice. Please contact our wholesale team via wholesale@vangoghmuseum.nl for more information.

You do not need to create an account to make a purchase, you can also checkout as a guest. However, we recommend that you set up a Van Gogh Museum Store account to enjoy the benefits of managing your account which includes organizing your address details and reviewing your order history.

Adding an item to your wishlist does not reserve it.

Benelux: for shipping within the Benelux we use DHL Express. If you place your order on weekdays before 12am, it will be shipped the same day and you can expect delivery within 1-2 working days.

For all other destinations we aim to deliver your parcel within 2 to 4 working days. Your parcel will be delivered by DHL Express with On Demand Delivery service. Please note that these delivery estimates do not include time needed for customs clearance in your country.

Once your order has been dispatched we will send you a confirmation email along with your unique tracking number. 

Exceptions:

Please note our custom prints and canvases have a longer lead time, it takes 5 working days to prepare. For all shipments we use DHL Express with On Demand Delivery service.

If you have another question, feel free to contact our customer service.

Shipping costs will be calculated based on your shipping address and the weight and the size of your order. The costs will be visible inside the Shopping Cart.

* Shipments to countries outside the EU may be charged with import duty or other additional taxes. Charges vary depending on your customs authority and will be the responsibility of the consignee.

Due to shipping restrictions we are unable to ship to post office boxes. A signature is required for every delivery.

That depends on the shipping status. Please contact our customer service as soon as possible and have your order number ready. Once your order has been processed, it can no longer be changed.

If you haven't received your parcel in the estimated delivery time, you can contact our customerservice by filling out this form.

Please inform our customerservice by filling out the returns & exchanges form.

You can exchange an article up to 14 days after receiving it. Make sure you wrap the items, with their original labels, in their original packaging. As soon as we have received your returned parcel, the items will be refunded so that you can make a new order. Return shipments are at the risk of the consumer. Van Gogh Museum Shop is not liable for losing or damaging returns. If the packaging of the product is damaged or missing we cannot accept the exchange. 

Please note: we cannot accept exchanges and/or returns from a custom-made print, since they're made according your specifications.

If you are not satisfied with our product or service, you can contact our customer service. Our employees are happy to help you. If  you are not satisfied after this contact regarding your question or complaint, Please let us know via this form We will respond to your question or complaint within 14 days.

If we are not have been able to help you in  a satisfactorlijly way, you can submit your complaint to the Disputes Committee via the European ODR Platform.

Items bought in the museumstore in Amsterdam can not be exchanged in the online store. You can return the item to the museumstore in Amsterdam and place a new order online.

Yes, you can return your online purchase in the Museumshop on the museumsquare. Please notify our customerservice if you wish to return an item in the shop. Please contact us by filling out the online returns & exchanges form.

Shipments to countries outside Europe may be subject to import duty or other additional taxes. Please contact your customs authority to inquire about the duty-free limit of imports.

Prints are printed on a heavier weight paper and have a white border around the image. There is no difference in color quality, both reproductions are as close to the original painting as possible.

We do not have seasonal sales. Occasionally we offer special discounts and promotions. To make sure you are notified about all our forthcoming promotions, register for email updates.

No, unfortunately that is not possible. The collection is exclusively available through the Van Gogh Museum Shop. Resale of the products is not permitted.