FAQ
In the section below you can read how your order is handled, how the payment works, the shipment and of course the complaints procedure.
If you do not find the answer to your question in this section, please let me know. You can reach me by email, telephone (during office hours) and of course via the contact form.
I also work under commission. You’ll find a special FAQ section on this topic on the commissioned work page.
Ordering a painting
Q: I want to buy a painting. What do I have to do?
If you are interested in a painting, you can send a message by email that you would like to buy a certain painting. Always put the painting number and the name of the painting in your email, then I know immediately which painting it is about.
You can also use the contact form below the painting on the salespage; the painting number and the name of the painting have already been entered in this form.
Q: I live outside the Netherlands. Can I buy a painting?
Yes, of course it is possible to buy a painting when you don’t live in the Netherlands.
Only be aware that shipping will be more costly and that it will take longer before the painting will be delivered at your house.
Q: I have sent an email that I want to buy a painting. What will happen next?
When I receive your email, I will check whether the painting has not yet been sold (because it is a unique work, that is unfortunately possible). If it has already been sold, you will of course be notified.
If it has not yet been sold, I will send you a message that the painting is for you and that I will send it after I have received payment. This message also includes the invoice for the price of the painting plus the packaging and shipping costs. When you have paid this invoice, I will send the painting to you.
In special cases I can personally bring the painting to you. Contact me for the possibilities via the contact form.
Q: How do I pay for a painting?
If I have checked whether the painting has not yet been sold to someone else, I will send you an email with an invoice with the price of the painting and the packaging and shipping costs. You can simply pay this invoice with a bank transfer. Unfortunately, it is not yet possible to pay with Ideal or PayPal.
Q: I cannot pay for the painting in one go. Can I still buy the painting?
The painting must be paid in full before I send it. Unfortunately, I cannot agree to partial payment.
Q: The painting is disappointing. Can I return it?
It is of course possible to return the painting if you do not like it. The procedure for this can be found under the heading “Returns” in these FAQs.
Paying
Q: How can I pay for a painting?
If I have checked whether the painting has not yet been sold to someone else, I will send you an email with an invoice with the price of the painting and the packaging and shipping costs (this differs per painting). You can pay (transfer) this invoice with a bank transfer. Unfortunately, it is currently not yet possible to pay with Ideal or a credit card.
Q: Is it safe to pay at this website via Ideal?
It is currently not yet possible to pay using Ideal.
Q: Can I also pay in another way?
For the purchase of the original paintings it is only possible to pay the invoice that I send you by bank transfer.
Transfer the amount to bank account NL42 INGB 0000 5631 25 in the name of E.J.M. Goosen stating the order number and the number of the painting (these are stated on the invoice).
Q: Can I collect a painting and pay in cash?
It is possible to personally pick up the painting at my house. In this case you will of course not pay any shipping costs. However, it is not possible to pay for the painting in cash on delivery, due to the safety of myself and my children. I prefer to have no cash at home.
If you want to pick up the painting in person, you pay the invoice that I will send you, after which I will contact you to make an appointment. If the painting is disappointing, you do not take it with you and I will refund your money within 2 weeks to the bank account with which you paid the invoice (normally within 1 week).
Delivery time
Q: When will I receive the painting?
For the Netherlands, the delivery time is approximately 3-5 working days. The delivery time starts when the money is in my account. If you transfer money through your bank account, I usually receive the money the next day. After that I will start working on your order.
I am not liable for delays that occur during transport.
Packaging
Q: How will my painting be packaged?
I pack the painting very carefully and thoroughly. First I put about 5 layers of bubble wrap around it, then I pack it in a sturdy cardboard box and finally I reinforce the whole thing with about 2 to 6 meters of adhesive tape (depending on the size of the painting).
One customer called it: “top packaged!” So you can really trust that I will take the utmost care of this.
Tip: keep the packaging material. Then you can use it if you want to return the painting.
Shipping options
Q: What shipping options are there?
You can choose from 3 shipping methods.
Shipping method 1: Pick up at my place in Heerjansdam without shipping costs.
The advantage is that you can immediately see the painting in real life and that we can meet (always nice!). As soon as I receive your order, I will send you an invoice for the price of the painting, but of course without shipping costs. After payment I will contact you to make an appointment for the delivery.
Unfortunately, it is not possible to pay for the painting in cash on delivery, due to the safety of myself and my children. I prefer to have no cash at home.
Shipping method 2: Shipping by PostNL (for paintings up to 150 x 65 cm):
I send paintings by registered and insured mail with PostNL. The costs for this cannot be specified precisely, because it depends on the size and weight of the package.
PostNL delivers from Tuesday to Saturday and you can follow the shipment with the Track & Trace code. You must sign for receipt.
Shipping method 3: Shipping with another carrier (for paintings larger than 150 x 65 cm):
In some cases it is not possible to send your painting via PostNL. This is especially the case with the large paintings. PostNL has a maximum size of a package of 176 x 78 x 58 cm. For paintings larger than 150 x 65 cm (about 10 cm around for packaging in bubble wrap and cardboard is needed) I therefore have to find another carrier. Prices for shipping may differ and cannot be given in advance.
Q: Can I also pick up a painting myself?
Yes, that’s possible. The advantage is that you can immediately see the painting in real life and that we can meet (always nice!). As soon as I receive your order, I will send you an invoice for the price of the painting, but of course without shipping costs. After payment I will contact you to make an appointment so that you can pick up your painting.
It is not possible to pay for the painting in cash on delivery, due to the safety of myself and my children. I prefer to have no cash at home.
Q: The painting was damaged during transport. What now?
I do my very best to package your painting as safely as possible, but of course something can always go wrong.
You must report any damage to me immediately, but no later than 2 days after you have received the painting. Send an email stating that the painting was damaged when you received it (preferably with a photo) and what the damage is (eg “the frame is broken” or “there is a tear in the painting”). This is necessary for the insurance.
I will than send you an email about how to return the painting. After receiving the painting, I will refund your payment, including the return shipping costs, within 2 weeks.
Note: If you have not informed me that your painting is damaged within 2 days, I will then assume that the painting has been damaged after the painting has been delivered. I will not proceed with a refund.
Q: Is it possible to get a replacement for a damaged painting?
Because a painting is a unique and a one-time piece, it is unfortunately not possible to get a replacement for a damaged painting.
Returning a painting
Q: I don’t like the painting anyway. Can I return it?
If, for whatever reason, the painting you bought online is not what you expected, you have two weeks to indicate that you want to return it. (Please contact us preferably via the form on the contact page). I will then send you a message about how to return the painting.
After my message, you have 1 week to return it well packed in the original packaging (or an equally sturdy packaging).
For me it is important that you handle the painting and packaging carefully during this period. After I have received the painting in good condition, I will refund the amount you paid and the shipping costs within 2 weeks. The return costs are for your account.
Note: If the painting is returned to me damaged, for whatever reason, the amount paid will not be refunded. If you have received the painting damaged, you must inform me immediately, but in any case within 2 days of receipt.
Q: How does a return work?
Send a message within 2 weeks after receipt of the painting via the contact page in which you state:
- your name and address
- the order number of the order (stated on the invoice)
- which painting you want to return (number and name, this is also stated on the invoice)
- the reason for returning (this is not mandatory, but you help me enormously)
I will send you an email stating to which address you can return the painting.
Then return the painting to me in its original condition and preferably in the original packaging (or another packaging that is at least as sturdy as the one in which you received the painting). The return costs are for your account.
After receipt of the painting in good condition, I will refund the amount paid by you, including shipping costs, within two weeks at the latest. Normally it is refunded within one week.
Q: Will the shipping costs also be refunded?
Yes, I will refund the shipping costs (to you). The return costs are for your account and will not be refunded.
Q: When will my money be refunded?
After receiving the (undamaged) painting, I will transfer the money to your account within 2 weeks (normally this is even within 1 week).
Q: How do I return the painting?
First send me a message that you do not want to keep the painting (within 2 weeks of receipt). I will send you an email with the address to which you can send it.
Send the painting back to me in its original condition and preferably in the original packaging (or another packaging that is at least as sturdy as the one in which you received the painting).
Note: If the painting is returned to me damaged, the amount paid by you will not be refunded. So make sure you have sturdy packaging.
If you have received the painting damaged, you must notify me immediately, but in any case within 2 days of receipt. (See also under the heading “Shipping” the question “The painting was damaged. What now?”)