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FAQ'S, Frequently Asked Questions

If you have any questions please check if they have been answered below.




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 shop@rembrandthuis.nl 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).





What means of payment does the Rembrandt House webshop accept?

We accept MasterCard and Visa credit cards. You can also use iDEAL. 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  shop@rembrandthuis.nl 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.


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.



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 zones are EUR 1, EUR 2 and the rest of the world.


How long before I receive my parcel?

Parcels are sent within 5 working days, subject to the items being in stock. We use Track&Trace TNT parcel post.

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



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. Please email us at shop@rembrandthuis.nl 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 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.



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:  shop@rembrandthuis.nl


Send your items to The Rembrandt House Museum, Jodenbreedstraat 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  shop@rembrandthuis.nl and we will contact you with the answer to your question as soon as possible.

Kind regards, Daniella Bruinsma

Merchandise & Retail