Store policy
Hi there! Thank you for being on my website and looking at my art - just saying it means a lot :)
If you have questions about ordering a piece of art from my shop, you're probably in the right place. If you have any doubts or are wondering about something feel free to contact me.
Delivery
When will I get my order?
For cards, prints, and bags:
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
For books:
I ship my book from my city of residence in the Netherlands within 5 business days of your purchase. Since the book is in Dutch I'll assume you are Dutch too, meaning it will arrive within about 7 business days since your purchase.
For custom portraits/commissions:
After placing an order for your portrait or commission, I will contact you and deliberate on the deadline & shipping process - rush orders are possible and as such it can be done within a week up until 3 weeks. It all depends on what you ordered!
Please note that Covid-19 might impact these durations and are beyond my control as a small business owner.
Where will my order ship from?
I work with an on-demand order fulfillment company with facilities worldwide! That way I can efficiently and environmentally friendly spread my art.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with me, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with me at hey@annalena.nl with your order number. If you did find a mistake in your delivery address, I can send you a replacement order, but it will be at your own cost.
Orders
How are your products made?
I work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! They work with durable and environmentally friendly materials & I hand check every item before it goes on my webshop. I work by hand to create the art and scan and edit it all. Sometimes I also sell original paintings.
Since many products and apparel end up in landfills, I decided to work with a dropshipper, Printful, who prints my art only after you have made a purchase. That way I don't have stock that possibly goes to waste.
Why do some items ship separately?
Printful, my printing partner, has several locations worldwide to get items to you efficiently. That may mean one product can be more quickly and sustainably produced in another spot than the other product.
Also, some items in my shop are shipped by me. Items such as original paintings, custom portraits or art, and books I send from my studio in the Netherlands.
Do you offer local pickup?
Because I'm a small business owner without a brick-and-mortar storefront, I don't currently offer local pickup in Gouda.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at hey@annalena.nl.
I received a wrong/damaged product, what should I do?
I am so sorry if the product you ordered arrived damaged. To help me resolve this for you quickly, please email us at hey@annalena.nl within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. I will get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
I don’t offer returns and exchanges, but if there’s something wrong with your order, please let me know by contacting me at hey@annalena.nl!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact me at hey@annalena.nl with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, I don't offer exchanges. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let me know at hey@annalena.nl within a week after receiving your order. Include your order number and photos of the mislabeled item, and I’ll send you a new one, or issue a refund!
Return Policy
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.
Shipments that go unclaimed are returned to our dropshipping facility and you will be liable for the cost of a reshipment to yourself.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.