Wish to return or exchange an item? Please contact us within 2 weeks by filling out the returns & exchanges form.
Returning goods within The Netherlands is free of charge. After filling out the returns & exchange form, we will send you a DHL return label.
Exceptions: the right to free return within the Netherlands is not valid on promotional products or when a free shipping discount code is applied to your order. In both case, you are responsible for the return shipment.
When returning goods from another country, the costs for returning the item(s) to us will be at your expense. We recommend that you use registered post or recorded delivery. The parcel is your responsibility untill it reaches our warehouse.
Please note: we cannot accept exchanges and/or returns from a custom-made print, since they're made according your specifications.
Terms and conditions:
- All goods must be returned complete, unworn and in the same condition as received with the original box and packaging in an undamaged and resalable condition. We only accept undamaged and unworn articles with original labels and tags.
- BE@RBRICK: after breaking the seal on the packaging, the item can't be returned.
- No refund can be issued until the goods have been received and inspected by us. Inspection can take up to 2 weeks.
- In case of damage or incomplete articles, a 50% depreciation will be charged.
- If you are returning your order we will refund you the total order amount excluding the costs for the return shipment (additional import duties & other additional taxes).
Please find below the FAQs on returns & exchanges. If you have any further questions, feel free to contact our customerservice.
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.