The Museumshop
Frequently asked questions
Do I need to create an account to place an order?
If you want to place an order you can either create an account, or order as a guest. So you don’t need to create an account if you prefer not to.
 
Can I get my order gift-wrapped?
Our standard practice is to gift-wrap your ordered products. Posters are rolled up and packaged in a sturdy tube. There are no extra costs associated with this. If you provide a billing address that differs from the shipping address, we will not include the invoice in the package.
 
How much do I pay for shipping?
The shipping costs are displayed when you enter the shipping address. You can do this at My cart when you have products in your shopping cart. We use the applicable rates of PostNL. You can also read the costs for shipping outside the Netherlands when you enter the shipping address for your selected products in My cart.
 
I am unable to complete the payment. What can I do now?
If you wait too long to pay during the ordering process, the option to complete the payment will time out. Then it is best to place a new order. Your unpaid order will be cancelled within a few working days.
 
We advise you not to make a manual transfer into the museum’s bank account. Your payment will then not be linked to your order in the webshop. The order thus retains its unpaid status and is cancelled. If you have already made a manual transfer, please contact us.
 
How long will it take before I receive my order?
Due to the Covid-19 measures at the Kröller-Müller Museum, orders are sent via PostNL on Tuesdays and Fridays. For delivery within the Netherlands, PostNL has a delivery time of 1 working day. During busy periods and around public holidays, the delivery time may be delayed by a few working days.
 
Can I track the delivery of my order?
After we have handed over your package to PostNL you receive a shipping confirmation from us with a track & trace code. With this code you can track the delivery via the track & trace system of PostNL. If you have received a shipping confirmation without a track & trace code, then your order has been sent as a letter and cannot be tracked.
 
Why has my order been cancelled?
We may cancel your order for the following reasons:
- You have (accidentally) placed the same order twice.
- The products you ordered are unfortunately not available (on time). If you have paid for your order, the full amount will be refunded to the bank account number known to us within a few working days. You will receive a credit invoice for this by e-mail.
- You have not completed the payment correctly.
 
How can I delete my account?
If you want to delete your account, you can send a request for deletion by e-mail to [email protected]. For this we need the e-mail address that is registered in the relevant account. Your account information will be deleted within a few working days of your request. You will receive confirmation of this by e-mail. When your account has been deleted, it cannot be restored. If you wish to place a new order afterwards, you can create a new account, or order as a guest.
 

CONTACT

If your question is not listed above, feel free to contact us. You can do so in three ways.
 
Message via ‘My tickets’
If you have created an account in the webshop, you can easily send us a message via ‘My tickets’. You must be logged in to send us a message this way. When you are logged in, click on ‘My tickets’ at the bottom of the page. We try to answer your message within two working days.
 
E-mail
You can reach us by e-mail via [email protected].
We try to answer your e-mail within two working days.
 
Telephone
You can reach the webshop by telephone via the general number of the Kröller-Müller Museum. We can connect you with the webshop from Tuesday to Friday between 09.00 and 17.00 hrs.
Phone number: +31 (0) 318 591 241
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