Contact

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What time can I contact your customer service?

Our customer care team is available Monday to Friday 9:00am-17:30pm CET

How can I contact your customer service?

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

Ordering

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Can I order over the phone?

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 >

How do I apply my voucher code?

Clicking on the shopping cart will open a page containing an overview of your order. Below your selected item(s), you'll find the text 'Apply voucher code', bottom-left side of page. Click here to enter the code. The total amount of your order will be automatically updated.  

My creditcard is not accepted, what can I do?

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. 

Can I include a gift message?

No, at the moment it is not possible to include a gift message. We will do our best to provide this service in the near future.

Will an invoice be included with my order?

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

Will I receive a confirmation of my order?

Yes. We'll send you a confirmation email after receiving your order. If you have created a Van Gogh Museum account, your order will also be visible on your account page.

Can I amend my order?

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.

I would like to order more than 20 items, can I get a wholesale discount?

To qualify for a wholesale discount please fill out the wholesale application form. Our wholesale team will process your request as soon as possible. 

Will there be additional duties or taxes payable on my purchase?

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.

Is it safe to use my credit card?

The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple and secure the Van Gogh Museum uses Secure Socket Layer (SSL) technology to protect your data.

Can I pay by invoice?

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 [email protected] for more information.

What payment types does the Van Gogh Museum online store accept?

Payments can be made via IDEAL, PayPal and creditcard (AmEx, Mastercard, Visa), WeChatPay and Alipay.

Do I need to create an account to place an order?

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.

Do your shop prices include VAT?

It depends on your IP address. Prices are excluding VAT when shipped to an address outside the EU. When your order is shipped to an address within the EU, you will pay EU VAT.

If I add an item to my wishlist, is it reserved?

Adding an item to your wishlist does not reserve it.

Delivery

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What are your delivery times?

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.

What's a track & trace code?

When your package has left for shipping, you will receive a track and trace code by mail so you can follow your order. Haven't received a track and trace code? Please alert us to request your track & trace code.

How much is the delivery charge?

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.

Which countries does the Van Gogh Museum deliver to?

We ship worldwide. Due to shipping restrictions we are unable to ship to PO Boxes.

Does the Van Gogh Museum deliver to PO boxes?

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

Will my parcel be insured & will I have to sign for it?

Your parcel is insured by the van Gogh Museum until it is delivered to you. A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.

Can I change my delivery address once my order has been placed?

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.

Can I track my order?

All parcels are shipped using track & trace and a signature is required for every delivery. Once your order is dispatched you will receive your track & trace code by email with an estimate delivery time.

I haven't received my parcel yet, what can I do?

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

What happens if no one is present to receive the delivery?

The courier will try to deliver your package two times. After the second attempt, the courier will leave your parcel at the nearest pick-up point. Your package will be held there for a period of 7 days.

Returns & Exchange

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How can I return an item?

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

You can return an article up to 14 days after receiving it.
Please note: we cannot accept exchanges and/or returns of a custom-made print, since they're made according to your specifications.
Read all return conditions here.

How can I exchange an item?

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.

I have received a damaged or incorrect item

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

The Van Gogh Museum Online Shop shall use reasonable efforts to replace damaged, defective or incorrect goods but if replacement is not possible then we will credit the total order amount to your method of payment within 30 days. 

Klachten

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.

I have bought an item in the museumstore in Amsterdam, can I return it online?

Items bought in the museumstore in Amsterdam can only be returned in the store. Please contact the museumstore in Amsterdam to arrange a return or exchange via 0031 (0)20 570 52 00

I have bought an item in the museumstore in Amsterdam, can I exchange it online?

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.

Will the delivery costs of my returned item(s) be reimbursed?

The delivery costs will only be reimbursed when an entire order is returned.

Can I return my online purchase to the Museumshop in Amsterdam?

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.

How long does it take to process a return?

Once we've received your returned item(s) you can expect the refund to reach your account within 2 weeks.

Will there be additional duties or taxes payable on my purchase?

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.

Pokémon x Van Gogh Museum

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When will the Pokemon Printing on Demand canvases and prints be available?

New drop: Friday 8 December 10:00 AM CET

This drop is sold out. Please keep an eye on our website for updates on restock or subscribe to our Museum Shop newsletter and we will keep you posted!

When will my order be shipped?

Due to the high demand for the Pokémon x Van Gogh Museum collection, the delivery time is longer than usual.

Products that are available from stock (notebook, colouring book, magnetic set, bag, card set, key rings) will be shipped within 1 week.

The custom prints and canvases are composed per order and therefore have a longer delivery time:

Drop 30 September: 90 days

Drop 8 December: 3 to 7 months

Does my order include a promo card?

Promocards are not included with weborders at Van Gogh Museum Shop.

The promotional “Pikachu with Grey Felt Hat” trading card will no longer be issued by the Van Gogh Museum. Fans shopping at Pokémon Center (UK/US/CA) will soon receive another opportunity to obtain the “Pikachu with Grey Felt Hat” promo card. Pokémon will give additional updates through its official email and social media channels. Pokémon will also reintroduce the promo card in participating retailers in the Netherlands early next year. It will not be available via the Van Gogh Museum.

Why do I have to log in?

The Pokémon x Van Gogh Museum collection is only available for registered account members, to ensure only real fans can access the collection.

Why do I see a virtual waiting room?

We are using a virtual waiting room to control web traffic peaks and only allow verified customers to enter. 

The item is sold out. Is there going to be a re-stock?

A product might be temporarily sold out. Keep a close eye on the website; stock will be replenished as quickly as possible.

I have an account, but can't log in

We are currently doing everything we can to prevent automatic purchasing bots and scripts. That is why the validation on account registration has been tightened. This could mean that your account application is still being processed or has been rejected. If you experience any difficulties, please contact our customer service. We thank you in advance for your understanding.

If I add an item to my shopping basket, is it reserved?

Adding an item to your shopping basket does not reserve it.
The item will be reserved for you at the moment you have confirmed your order and are forwarded to our payment terminal of Buckaroo. We advise you to create an account in advance to speed up the checkout process.

Can I pre-order?

Pre-order is not possible.

Can I order more than one piece?

Due to the high demand for the Pokémon x Van Gogh Museum collection, the maximum order quantity is 2 pieces per product per customer.

If multiple orders for the same product are placed by the same customer, we will cancel and refund these orders.

Can I place a Wholesale order?

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

Is the Pokémon x Van Gogh Museum collection a limited edition?

No, the products are not limited editions. However, a product might be temporarily sold out. Keep a close eye on the website; stock will be replenished as quickly as possible.

Do you ship worldwide?

Due to the licensing agreement, delivery to certain countries is restricted for the Pokémon x Van Gogh Museum collection. The collection can’t be shipped or sold to the following countries:

Afghanistan, Bangladesh, Brunei, Cambodia, China, Cuba, Hong Kong, India, Indonesia, Iran, Japan, Korea (North), Korea (South), Laos, Macao, Malaysia, Mongolia, Myanmar, Nepal, Pakistan, Papua New Guinea, Philippines, Russia, Sabah, Samoa, Sarawak, Singapore, Syria, Sri Lanka, Taiwan (R.O.C.), Thailand, Vietnam.

I haven't received my order confirmation?

Please fill in our online contact form and our customerservice will get in touch as soon as possible.

Where can I buy a promo card?

The promotional “Pikachu with Grey Felt Hat” trading card will no longer be issued by the Van Gogh Museum. Fans shopping at Pokémon Center (UK/US/CA) will soon receive another opportunity to obtain the “Pikachu with Grey Felt Hat” promo card. Pokémon will give additional updates through its official email and social media channels. Pokémon will also reintroduce the promo card in participating retailers in the Netherlands early next year. It will not be available via the Van Gogh Museum.

Where are the gifts from the Pokémon x Van Gogh Museum collection available?

The Pokémon x Van Gogh Museum collection is exclusively available in-store at the Van Gogh Museum and in our webstore. The Pokémon Company will also have an exclusive collection available through their own retail channels.

Does the webstore offer the same gifts as the store inside the museum?

The custom prints are only available to order in our online store. The Pokémon x Van Gogh Museum plush cuddly toy is only available in-store. The rest of the merchandise is available online and in-store.

Can I apply a discount voucher?

No, discount vouchers can't be applied to this special collection. 

Our Products

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What is the difference between a poster and a print?

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.

I have seen a product in the museumstore in Amsterdam, but I can't find it online. Can I still purchase it?

If the product is not displayed in our online store, it means the item is sold out. Most products will be back in stock within 3 weeks, so please keep an eye on our online store!

Will the Van Gogh Museum store have seasonal sales?

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.

I need more information on a product

We try to give as much information as possible on the product specification page of an item. For more detailed information, please fill out this form


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