< Back to shop

FAQ

Frequently Asked Questions


Delivery times & rates


What is the delivery time?

The delivery time is 5 business days (provided the items are in stock). Delivery depends on how quickly the order is processed by the postal company (see ‘Delivery’). During the summer holidays (July and August) and during Christmas time, some items may take substantially longer to deliver. 

 

When will I receive my order?
After placing an order, you will receive an order confirmation via email. As soon as your order is shipped, you will be notified via email.

 

Can I choose which day my order will be delivered?
You can only choose a delivery time if you have ordered a parcel to be sent to an address in the Netherlands. You will receive a separate email asking you to indicate when you wish to receive the parcel (only in the daytime).
If your order fits through the letterbox, it is not possible to choose a delivery time.



Delivery


Will my order of multiple items be grouped into one delivery?
Yes, orders are sent out in one delivery.

 

Can I have an order sent to a PO Box?
Yes, it is possible to send your order to a PO Box address. 

 

Can I have an order delivered outside the Netherlands?
Yes, at additional cost, depending on the destination. You can enquire about these costs through customer service.

 

What happens if my order doesn’t fit through the letterbox?
The order will be delivered as a parcel. The parcel can be followed using the Track & Trace code. The postman will ring the doorbell to deliver the parcel. If you aren’t home, they will leave a note to make a new appointment with the postal service.

 

How does a Track & Trace code work?
An order that doesn’t fit through the letterbox will be sent as a parcel with a tracking code. You can use this to follow the delivery.
After clicking on the Track & Trace code, you may receive the following message: ‘no packages found for this combination’. This refers to the combination of the code and the postal code where the parcel will be delivered. It is possible that you are seeing this message because the postal company has not processed the Track & Trace code yet. In that case you can view the status of your order the next business day.
If you have not received your order three days after it has been dispatched and you still see this message, please contact our customer service.

 

 

Payment


How do I pay? Which payment methods do you accept?
We accept payment through iDEAL, credit cards, and invoice.

 

 

Ordering


Will I receive an order confirmation?
After you have placed an order, you will receive an order confirmation (confirmation that the order has been received by the webshop).

 

My order has been dispatched, but I have not received it yet.
As soon as your order is dispatched, you will receive an email informing you of this. Your order will then be processedby a postal company. They are responsible for the actual delivery. If your order has not arrived four business days after you received the ‘dispatched’ email, please contact our customer service.

 

I have not yet received my order, but the payment has gone through on my account.
As soon as your order is dispatched, you will receive an email informing you of this. If you have not received this mail yet, your order has not been dispatched yet. It can take a few days before your order is dispatched.

 

I received an incomplete or incorrect order
If the items you have received do not match your order, please contact customer service.

 

Can I change an order that I have already placed?
Once you have placed an order and paid for it, it is no longer possible to change the items ordered.

Can I change the delivery address on an order that I have already placed? 
If you would like to change the delivery address, you can contact customer service. Whether this is still possible depends on whether your order is already being processed.

 

Can I cancel a payment I have already made?
This depends on whether the order is already being processed. In this case you can contact customer service. If it is possible to cancel the order, the payment will be refunded to your account within a few days. In summer (July and August) and during the Christmas period. It may take longer to process the cancellation.  

 

 

Returns


How do I return one (or more) item(s)?
If you want to exchange or return an item, please use the Returns Form. You can return an item or the whole order within 14 days after receiving the delivery. You can return the item (and the completed form) to the address below. As soon as the return shipment has been received and processed, the payment will be refunded to your account within thirty days. Click here for the Returns Form.

 

Where do I return my item(s)? 
Please send your returns to the following address:

 

ArtEZ Press
T.a.v. Hexspoor E-fulfilment
Van Salmstraat 54
5281 RS Boxtel

 

Return postage is at your own cost. 



How long will it take before a return item has been processed?

Returns are processed within 14 days after we receive them.

 

 

Account


How do I create an account?
You can make an account during the order process. You can also click on ‘log in’ at the top right of the website. If you don’t have an account yet, you can create one there.

 

Do I need to create an account to place an order?
You don’t need to have an account to place an order.You can place an order without an account. If you are planning to place more orders in the future, it is of course practical to create an account so that your details are stored.

 

How do I change my account details?
You can change your name, address, email address and delivery address in your account. Go to ‘log in’ at the top right of the website and change your details after logging in.

 

I have forgotten my password.
If you click on ‘Forgot password’, you will receive your password via email so that you can log in again.

 

I have forgotten the email address I used to create my account.
Please contact customer service to find out which email address is linked to your account.