Information / Terms & conditions

By placing an order, you confirm having read and are agreeing to these terms and conditions.

Attention! Because of Covid-19 some countries apply new rules concerning mail coming from other countries. Please check with your national postal services if you can receive mail from the Netherlands. As I can not check each individual country this is at your own risk.

Contact

Contact only through email
If you have any questions, please contact me at shop@marloesdevries.com with your order number and full name, or simply hit ‘reply’ on the email with your order confirmation. Messages sent through social media regarding your order will not get processed.

About shop and products

You’re buying from a small business, yay!
I’m a one-woman-business singly creating, handling and shipping all orders. I’m not a big company nor do I have staff (I wish). It’s very different from big (warehouse) web shops and I can not compete with their services. Same day-shipping for example isn’t possible nor can I offer certain services big companies can offer. My partner Bram occasionally helps with emails so he might be the one answering your email. Because I’m a one-woman-business I do everything with a lot of care and love, and you are supporting me and my art directly. I appreciate every single order because they keep my business afloat. I’m sure Jeff Bezos says the same but it’s different 😉

Production and quality of the products
I carefully select where my products are made. They’re either handmade and produced in the Netherlands or the EU. Fine art prints are carefully printed with love on a giclee printer with ultra-chrome inks on high quality paper. All other prints and cards are printed in the Netherlands and all paper has a FSC certificate. Some items are printed on recycled paper. Please note that the actual product might look different in real life from the screen as every screen has different settings.

You buy the product, not the copyright
Buying a product means you’re buying an item you can use, but not the copyright. This I want to especially make clear with original artwork (paintings and drawings) that I occassionally offer. This means you can use the product but you can not reproduce it. It’s not allowed to copy the product you bought, or use it for commercial purposes (like a logo, flyers, website, etc.). If you do want to use it for commercial purposes please get in contact with me. Copyright remains in all instances with Marloes De Vries.

(Online) workshops and mentoring sessions

When purchasing a ticket to a workshop or mentoring session, the following General terms and conditions apply. Please read them before you order your ticket.

Ordering

Shop closed?
My shop is open limited periods of time. This, because I am a full-time illustrator and artist, and I can only open my shop when I have some extra time on my hands. I am most likely to open my shop when I have a new product available. If you want to stay in the loop, keep an eye on my Instagram or sign up for my newsletter.

No order confirmation received?
Please check the spam-folder of your email inbox. Some email services don’t like my emails so it ends up there. How rude! 😉 Another possibility is that you used one of your other email addresses for the order. If you can’t find it, please send me an email and I will re-send you the order confirmation, no problem.

Invoices and receipts
When you order you will not find receipts/invoices in the package, this is all sent through email. You can safely order gifts this way.
You will receive the invoice upon ordering in my shop per email. If you need an invoice for your business, fill out your business address as the shipping address, and include your business name in the checkout process.

Ordering for a friend/family/other?
If you’re ordering something for someone else and want to have it delivered at a different address, please fill out that address there. Your order will be shipped to the address you fill out in ‘billing & shipping’. Please be aware of this when ordering.

Gift wrapping and special requests
I put a lot of care in packaging every order but unfortunately I can’t offer special or themed gift wrapping or wrapping all individual items. Please leave your name in the notes-section at checkout so I can write on the packaging who’s gifting it.

Pre-orders
Pre-orders will be shipped out on the date mentioned on the product page.
Placed a pre-order along with readily available items? Everything will be send to you in one shipment when the pre-order item is available. If you need the other items sooner, please order them separately from the pre-order item.

Item out of stock
All products are made in a limited run. This means that if a product is sold out it’s likely it will not be re-produced (unless noted otherwise). It’s not possible to do prints or production on demand.

Check your cart before ordering
Please check if the items in your cart are correct before placing your order. I can not be held responsible if you ordered the wrong or too many of an item.

Numbered prints
It’s not possible to request a specific number for numbered prints. Prints are sold in the order they are purchased.

Personal commissions or custom orders
Due to time restraints I don’t take on personal commissions (like birth announcements, wedding invitations, personal portraits, etc.) nor do I customise products.

Signed products
All prints are signed, as well as certain books. Zines are unsigned.

Payments

Accepted payment methods
You can pay with iDeal, Paypal, Bancontact or Sofort in my shop. On checkout you will find your options. Paying by bank transfer or credit cards is not possible unfortunately.

Got a discount code?
Discount codes can be filled out in the checkout process, below the total costs. They 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.

Shipping

Make sure you enter your address correctly
I can’t stress this enough: please double check and check again if you have entered the right address before pressing ‘send’. Your order will be send to the exact address you filled out in ‘billing & shipping’. Made a mistake? Contact me asap and I’ll fix it. If you have filled out the wrong or incomplete address and your order has shipped out, it’s possible your order will not arrive. I do not take responsibility for this so please make sure you check it carefully.

Shipping
All orders are shipped out every Saturday unless noted otherwise. All shipping is done by hand and by myself so I don’t do next day shipping or delivery. It’s shipped with a lot of care though 🙂

Shipping on preferred dates not possible
It’s not possible to choose a custom shipping date. If you need your order to be send a week later, please order a week later.

Shipping costs
All shipping costs include postage, packaging and processing of the order. All orders are send through PostNL, the only option I have in the Netherlands right now. Unfortunately, this service is not cheap and as I’m a small web shop I cannot make deals with this service for cheaper postage. This means shipping costs are non-negotiable. Shipping costs are based on the total weight of the parcel, not the size.

Packaging/envelopes
All orders are send in packages/envelopes that have a maximum size of 38 x 26,5 x 3,2 cm / 15 x 10.5 x 1.3 inches unless noted otherwise.
I package every order very carefully by using cardboard envelopes for prints, and an extra cardboard behind the print. This means the package is slightly heavier and therefore a bit more expensive. I do this to make sure your print doesn’t arrive to you folded or bent, which would be the case with a paper envelope and no extra protection.
Please note I try to refrain from using plastic as much as I can but in some cases I have to use it to protect the products. I use recycled packing materials wherever I can.

Make sure your letterbox is big enough
Please check beforehand if your letterbox slot is big enough. Some orders come in A4 size envelopes so if you choose to send it with letterbox mail your letterbox slot should be 38 x 26,5 x 3,2 cm. Unfortunately there’ve been plenty of occasions that a mailman folded envelopes to fit in the mailbox, so please check if it’s big enough. If you’re unsure whether your order fits in your mailbox, please contact me. We can always send it as a parcel, and also offer secured shipping or shipping with track and trace.

Countries
I ship to the countries that are listed on checkout. If your country isn’t listed I can’t ship to you unfortunately.

Shipping times
The customs service in your country might take a longer period of time to send the package to your place. This is the reason some delivery times may vary. It all boils down to the country you live in. From my experience, the timings usually are:

Netherlands: 2-5 days
Europe: 5-14 days (currently up to 4 months due to Covid-19)
United Kingdom: up to 4 months
United States and Canada: 10-30 days (please note that some letters and packages might stay at border control a bit longer) (currently up to 8 months due to Covid-19)
Australia: 10-30 days (currently up to 8 months due to Covid-19)
Rest of the world: 1-8 weeks (currently up to 8 months due to Covid-19)

Are you in South America?
Packages get lost in South America more than in the rest of the world, so please take note of this before ordering. Because of this, I do not take responsibility for missing packages. Ordering is unfortunately at your own risk.

Border patrol hold up
For no particular reason some postal services keep packages and envelopes for longer periods of time at their centres, or at border patrol. It might take up to 6 weeks within Europe before they transit the package. Within Europe, please allow a maximum of 6 weeks for arriving, and outside Europe 12 weeks.

Envelope has been openened and resealed?
Occasionally border patrol will open packages and envelopes to check the contents. This happens mostly at the US, Canada, South-America, Australia and New Zealand border. Please contact border control in your country to ask for more information.

Taxes
Additional taxes for your package to enter your country are at your own expense.

Track and trace or insured shipping
Within the Netherlands: Every item is available with Track and Trace. If you choose to send it without track and trace, it cannot be traced.

Outside the Netherlands: You can choose your preferred shipping method, shipping with track and trace is available, as is insured shipping (please contact me if you want insured shipping). When you pick ‘(International) shipping with track and trace’, you can see where your package is located and file a complaint when your package is damaged.

Please note that packages with track and trace take longer on average to arrived than regular packages as they get stored at border control longer.

Track your package
Go to: https://www.internationalparceltracking.com, fill out your code, country and postal code and see where it’s located.
With insured shipping I can get a refund from the postal services though please note that PostNL is allowed to deliver the package within one year after sending without refunding money.

No track and trace?
If you choose to have your order shipped without track and trace it cannot be traced. After your order has been shipped I cannot add track and trace as this has to be added before an envelope or package has been shipped out.

 

Refunds and exchanges

Wrong item received?
If you’ve received the wrong item please email me (shop@marloesdevries.com) as soon as possible. Please email me a photo of your order as you received it and your order number. I will send you the right item on my own costs of course.

Changed your mind?
I 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 to us 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 me for shipping are not included.
Once returns are received and accepted, refunds will be processed to shop credit for a future purchase.

Damaged package
So sorry that has happened! Please drop me an email as I want you to be happy and I will try to come up with a way to make it up to you. 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.

Lost package
Please check first which address you filled out and make sure that’s correct. If you filled out the wrong address, I advise to check the address you filled out and see if it’s arrived there. I can not be held responsible for address errors.
If you chose ‘(international) shipping with track and trace’, you get a track and trace code to see where your package is at that moment. Go to: https://www.internationalparceltracking.com, fill out your code, country and postal code and see where it’s located. With insured shipping I can get a refund from the postal services, though please note that PostNL is allowed to deliver the package within one year after sending without refunding money.
If you have chosen shipping without track and trace I can’t track it for you. Although it’s just me running my shop (I’m not a big business) I do always try to find a solution where I can so send me an email please!

Refund policy virtual products
If you’ve ordered a digital product like an e-book or downloadable PDF, refunds are not possible.

Refund policy donations
Refunds on donations are not possible due to the fees I pay for receiving money and because of admin costs.

By placing your order, you agree to having read all of the terms above, and agree with them.

Find my privacy policy here.