We want you to be happy with your purchase. If for any reason you’re not fully satisfied, you can return or exchange your item within 14 days of receiving it. Simply fill out the online return form and our Customer Service team will guide you through the process.
Within the Netherlands
Returns within the Netherlands are free of charge. Once you complete the return form, you’ll receive a return label. DHL Express will then collect the package free of charge from your home, or you can drop it off at a nearby DHL Express service point.
Exception: for promotional items or orders placed with a free-shipping promotion, return shipping costs are the responsibility of the customer.
International Returns
If you’re returning an order from outside the Netherlands, you are responsible for arranging and paying for the return shipment. After filling out the return form, you’ll receive detailed instructions from us.
Please note: customs and import fees for returns may sometimes be higher than for the original delivery.
General conditions (all returns)
- Items must be complete, unworn, and undamaged, with original tags and labels. Please return items in their original packaging whenever possible.
- Once your return has been received and inspected (within a maximum of 2 weeks), we’ll refund the purchase amount to your original payment method.
- If returned items are damaged, incomplete, or show signs of use, we may deduct from your refund an amount corresponding to the reduction in value of the product.
- BE@RBRICK and LEGO® Art: once the seal on the packaging has been broken, the right to return expires.
- Custom-made reproductions cannot be returned, as they are made especially for you.
Additional conditions (international only)
- The package remains your responsibility until it reaches our warehouse. We recommend using registered or insured shipping for international returns. Any damage or loss during transport is the sender’s responsibility.
- All costs for returning items – including return shipping fees, customs duties, import taxes, and any administrative fees charged by the carrier or customs – are the responsibility of the customer.
- If you refuse delivery or do not collect your package and it is returned to us by the carrier, return shipping and customs fees will be deducted from your refund.
Frequently Asked Questions
Below you will find the most frequently asked questions about returns and exchanges. Can’t find your question? Please feel free to contact our customer service team.
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. Make sure you wrap the items, with their original labels, in their original packaging. As soon as we have received your returned parcel, the total amount of your purchase will be refunded. 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 return.
Please note: we cannot accept exchanges and/or returns from a custom-made print, since they're made according your specifications.
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.
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.