Web Shop - FAQ

  1. How can I contact the customer’s service?
  2. What is the privacy policy of the Rijksmuseum web shop?
  3. Are my creditcard details sent safely?
  4. How do I pay for my order?
  5. When can I expect my order to arrive?
  6. Can the status of the shipped parcel be checked through a 'Track & Trace' system?
  7. What do I do, if my order has not arrived within the estimated delivery time between the Netherlands and my country?
  8. Do I receive an invoice?
  9. Do the prices in the web shop include value added tax?
  10. Am I eligible for a VAT refund as a non-resident of the Netherlands?
  11. Do I have to pay for custom duties?
  12. How can I remove an item from my shopping basket?

How can I contact the customer’s service?

You can contact the customer’s service by e-mail: sales@rijksmuseum.nl, phone: +31 20 6747352, or fax: +31 20 6747001.

What is the privacy policy of the Rijksmuseum web shop?

We guarantee your privacy. We only use the information you provide (your name, address, phone number, credit card number etc.) to process your order and to update our administration. This information is not used for any purpose of a commercial or non-commercial nature unrelated to the Rijksmuseum Amsterdam without your prior permission. The shop software may employ cookies to keep track of your shopping cart during your shopping session and to register your name and address for the next time you visit the site. These cookies are not used to store your credit card details. It is our intention to make your Internet visit as safe as possible. This is to ensure that the risk of theft, manipulation and any other alteration of information that you may leave with us is reduced to a minimum.

Are my creditcard details sent safely?

Yes; the shop is protected with a SSL 3,0 connection.

How do I pay for my order?

Payment is possible with credit card (American Express, Mastercard, Visa, JSB) and online payment through Ideal and direct debit.

When can I expect my order to arrive?

Most of the time your order will be handled within 3 days upon receipt of your order and shipped to you through the Dutch postal services PostNL. The estimated delivery time depends on the country of destination. Some delay is possible due to stronger security checks at incoming customs in your country. For more information read the Shipping Information or contact sales@rijksmuseum.nl

Can the status of the shipped parcel be checked through a 'Track & Trace' system?

‘Track & Trace’ is available within The Netherlands and for destinations within the European Union. For destinations outside the European Union ‘Track & Trace’ is also available to the most eminent countries. In general we ship more expensive orders as registered parcels. This indicates that a non-arrival after the estimated delivery time can be traced through the sender, if you have filled in your delivery address correctly. For more information read the Shipping Information.

What do I do, if my order has not arrived within the estimated delivery time between the Netherlands and my country?

Please contact customer service at the latest 30 working days after the date on which you have placed your order. We strongly recommend to inquire first at your local post office about any delays in the delivery of parcels from the Netherlands.

Do I receive an invoice?

Yes. In addition to the automatically sent final order confirmation to your given e-mail address, you will receive an invoice by letter, stating the status of your payment and the date of dispatch of your order.

Do the prices in the web shop include value added tax?

Yes. All prices in the web shop include value added tax (VAT) based on the current Dutch rate.

Am I eligible for a VAT refund as a non-resident of the Netherlands?

The Rijksmuseum does not offer purchasers outside nor inside the European Union to be reimbursed for the VAT.

Do I have to pay for custom duties?

It is possible that you will have to pay customs duties and turnover tax (VAT) if you order goods from outside the EU. This is because these goods will be imported. Please inform at your local customs up until what order amount no tax will be owed.

How can I remove an item from my shopping basket?

Click on 'Your shopping basket' above right on the pages. Click the little bin on the page 'Shopping Basket'.

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