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FAQ'S

FAQ'S: Frequently Asked Questions, please check if your question has been answered below.

The museum is open on Tuesday through Sunday from 10 - 18 hrs. The webshop is always open. With your purchase you support the museum in these difficult times. The health and safety of our customers and co-workers is our top priority. The hygiene measures we have taken as an extra precaution: online orders are sent from our own stockroom; this space is only accessible to our webshop employee; tools, trolleys and worktops are regularly disinfected.

We ship orders worldwide and you can pay in a secure environment.

Please, order your Christmas gifts on time, due to Covid-19 delivery takes longer than usual. Friday Nov 27, Wednesday Dec 2, 9 and 16 and Monday Dec 21 are shipment days.

 

ORDERING:

How can I contact you?

Go to our website www.rembrandthuis.nl  for all contact information about the Rembrandt House Museum, including the opening times of our museum shop. You can order items from our shop in the Webshop. You can order tickets in the Ticketshop.

 

Can I have my order sent to another address?

In the payment process you can choose a delivery address different from the billing address.

 

I want to send it as a gift. Can you gift-wrap it for me?

Yes, we can. If you let us  know in the comment box at the end of the order we will make sure that it is attractively wrapped.

 

How do I cancel my order?

This can only be done if the order has not yet been sent. Please contact the Rembrandt House Museum as soon as possible: email [email protected]  (the quickest way due to working at home) or telephone+31(0)20-5200407 Retail or +31(0)20-5200400 Museum.

 

What does the Rembrandt House Museum do with my personal data?

We guarantee your privacy. We use the information you provided, such as name, address, telephone number and credit card number, exclusively for processing your order and for our records. The information is not used for other purposes of a commercial or non-commercial nature not directly related to the Rembrandt House Museum without obtaining your prior agreement. (For more information please see our privacy policy page).

 

PAYMENT:

What means of payment does the Rembrandt House webshop accept?

We accept MasterCard and Visa credit cards. You can also use iDEAL and PayPal. We do not send parcels COD. Should you not have a credit card or access to internet banking, telephone +31(0)20-5200407 or email us  [email protected] (the quickest way due to working at home) to find out how we can help you. A different payment method will take more time.

 

How is the payment handled?

The Rembrandt House webstore uses OmniKassa’s secure payment environment. You will be taken through the various steps during the payment process.

 

How soon is my payment processed?

This depends on your bank.

 

How do you guarantee the safety of the credit card payment?

The page on which you make your purchases is Rabobank’s OmniKassa page. The security of your payments is an ongoing area of attention for Omnikassa and Rabobank. The OmniKassa team of specialists continually monitors the latest developments to provide you with a secure and reliable service. For more information see Rabobank’s website.

 

Do the prices in the Rembrandt House webstore include VAT?

Yes, all prices on our site include VAT at the Dutch rate. The VAT amounts charged are specified on our invoices. For customers outside the EU the VAT is deducted, you can see this on the invoice. For businesses inside the EU the VAT is also deducted.

 

Are customs duties charged?

You may be liable to customs duties and sales tax if you have your order delivered outside the EU. This has to do with the import of goods. A courier firm can import goods for you but you will have to pay customs duties and taxes through them. Ask your national customs what amount is exempt from tax.

Due to brexit this might also apply to the UK.

 

SHIPPING:

What does shipping cost me?

All parcels are sent as Track & Trace parcels through TNT. The price depends on the size and weight of the parcel and the destination. From 0-2 kilo is one price, from 2-5 kilo is one price, from 5-10 kilo is one price. The 3 zones are EUR 1 (countries in Europe: B; DK, excluding Faeröer Islands and Greenland; D; F; LUX; A; S; E, excluding Canary Islands; I, excluding San Marino and Vatican City; UK, excluding Gibraltar and Channel Islands), EUR 2 (the other countries in Europe excluding Russia but including Turkey) and WORLD which is the rest of the world. For WORLD: there is an extra charge included in the postage due to Covid-19 in the category 0-2 kilo and 2-5 kilo.

For customers residing in the Netherlands there is one price for 0-350 grams, one for 350 grs-10 kilo, and one for 10-20 kilo. Orders of 25 euro and more are free of postage to an address in the Netherlands. This is from Nov 20 - Dec 20 2020. There is also a choice of pick-up at the museum in Amsterdam. Pick-up can be done from Tuesday through Sunday from 10-17.45 hrs after you receive an email that the package is ready. 

 

How long before I receive my parcel?

Handling your order will take place one day per week for the next period. Please order your Christmas gifts on time because due to Covid-19 delivery takes longer than usual. Friday Nov 27, Wednesday Dec 2, 9 and 16 and Monday Dec 21 2020 are shipment dates.

We use Track&Trace TNT parcel post. Deliverytime is one to two weeks (EUR1 and EUR2) and two to three weeks (WORLD) depending on the destination. Due to the Covid-19 crisis there may be a delay in the delivery.

You may contact your local post office using the track code for locating the parcel. When you are twice not at home when they deliver, the parcel is sent to a postal facility in your country for pick-up. After one month the parcel is usually sent back to the museum. So please contact your local post office before 1 month after our shipment date.

You can keep track of your package on www.internationalparceltracking.com

For US citizens try the site www.USPS.com

Or contact us at [email protected]

 

I haven’t received my order, what should I do?

You will find a note of the maximum delivery time of your parcel on TNT’s dispatch information page. The delivery time is from the moment that you receive our dispatch confirmation. Due to the Covid-19 crisis there can be a delay in the delivery. Please email us at [email protected] if your order has still not been delivered after the maximum delivery time.

You can keep track of your package on www.internationalparceltracking.com

For UK citizens it is possible to ask information about your package with Hermes courier. They do put a new code on your package once it is through customs which does make it harder to find out. Please send an email to the webshop and we will locate the new code for you.

For US citizens it is possible to track your parcel, once it has arrived in the US, through the site of USPS using the T&Tcode. Or call 800-AK-USPS.

 

RETURNS:

What is your exchange policy?

If for any reason you are not satisfied with some or all of the items you have received you can return them to the Rembrandt House Museum within 14 days of receipt. Please contact us so that we can solve your problem:  [email protected]

Send your items to The Rembrandt House Museum, Jodenbreestraat 4, 1011 NK Amsterdam. You are responsible for the return shipping costs. Make sure you have a proof of shipment.

 

How do I get my money back?

Your money will be returned to the account that you used for payment within 14-30 days.

 

I didn’t find my answer in the list above.

Send your question to us through the webshop contact page or email  [email protected] and we will contact you with the answer to your question as soon as possible.

Kind regards, Daniella Bruinsma

Merchandise & Retail