FREQUENTLY ASKED QUESTIONS
Below you will find answers to the most common questions. If you don't find your answer, please send an email at firstname.lastname@example.org and we will come back to you as soon as possible.
What payment methods do you accept?
We accept payments from PayPal, iDEAL, Bancontact, Creditcard and by Bank transfer.
How works Bank Transfer?
You can choose the Bank Transfer option in the check out. When you placed the order, you will receive an email with the payment instructions. Didn't receive an email? Please contact us at email@example.com
I have problems with the payment, what can I do?
Oh no, that's annoying ! Please try an alternative payment method or contact us at firstname.lastname@example.org and we will help you as soon as possible.
Have my order been shipped yet?
We usually ship all orders in 1-5 business days. You will automatically receive a shipping notification when your order has been shipped. If you didn't receive a shipping notification after 7 business days? Please send us an email at email@example.com
How to track my package?
When your order is packed and shipped, you will receive a separate email with the tracking information. When you have questions about the tracking information, please contact us by email at firstname.lastname@example.org
When will I receive my order?
For the Netherlands, your order will be delivered at your home in 1-2 days after receiving the track en trace information by mail.
For other countries, the time to delivery may difference per country. In the most of the time, it will be delivered in 1-2 weeks after receiving the tracking information. If your order is delayed you can see the information in the tracking information by mail. If you not sure if everything is right in the shipment, please don’t hesitate to get in touch with us.
My order is delayed, what to do?
If your order is delayed you can see the information in the tracking information by mail. If you not sure if everything is right in the shipment, please don’t hesitate to get in touch with us.
My order has arrived damaged, what to do?
oh no, how awful! But no worries, we would like to solve it for you, but we need some more information about the damaged order. Please, give us an email within 3 days of receipt. We need a few things from you before we can send you a new shipment.
Please send us the following images by email:
- 1 image of the damaged packaging, with the shipping label visible.
- 1 image of the inside of the damaged package- one image of the damaged product
- 2 detailed images of the damaged product.
We need this images to hand over to the shipping company.When we have received and assessed the correct information from your side, we will already send you a new shipment.
How is the art print shipped?
Our art prints are rolled and shipped in kraft tubes to prevent damage during transit. When you ordered more than one art, they will rolled together in one kraft tube.
I haven’t received any order confirmation / shipping notification?
If you haven’t received any emails from us, maybe you have most likely mistyped your email address when placing the order. An other option the email we have sent has been caught in the spam-folder by your email provider.
Is this not the problem, and you still can’t find your order confirmation/shipping notification, please send an email to us at email@example.com and we will check that we have actually received your order.
I gave a wrong (shipping) address to my order, what can I do?
Please send us an email at firstname.lastname@example.org and we will assist you further.
There's an item missing from my order, what should I do?
We're so sorry, we will of course solve it for you! Please send an email to us at email@example.com and we will come back to you as soon as possible.
I purchased an item on pre-order, when will it arrive?
If you have purchased a product from us in pre-order, we will always mention the date / period your item will be shipped on the product page. Did you already expect the product, but it's not there yet? Please contact us at firstname.lastname@example.org
RETURNS & REFUNDS
How do I return an item?
When for any reason you’re not totally happy with your purchase you can return the item unused and in original packaging within 14 days after delivery. Please send us an email at email@example.com, so we will know when to expect the package. The shipping costs for the return of the package will be yours. As soon as we’ve received your package we can refund your money. Please note: we can’t refund your money when the 14 days after delivery have passed.
Can I return items bought with a gift voucher?
Yes you can return items bought with a gift card, however you will be refunded onto a new My Deer Art Shop giftcard.
Can I return a personalised item?
No, once an item has been personalised this makes it non-returnable
What should I do if my refund is incorrect?
We're sorry for the incorrect refund! Please contact us at firstname.lastname@example.org and we will come back to you as soon as possible.
I purchased a product and now it's in the sale, can I get a refund?
Unfortunately, we are unable to refund the difference between the original price and the sale price.
PRODUCT & STOCK
Can you tell me more information about your products?
All prints are signed and hand numbered by the artist on the front of the print. Some motives are only available in one size and some motives are available in two or even three sizes. The motives are printed in a limited edition of 50–200 pieces per motif and size, on 250 gr. fine art photo/cotton paper. The postcards are not signed and numbered and will continuously be in stock.
We try to write all the information about our products in our product descriptions on the product page. But, if you missing some specific information, please contact us at email@example.com.
Is it possible to order custom/personal art work?
Sometimes, we are able to make the art print in other sizes. Please send us an email at firstname.lastname@example.org and we will answer your request as soon as possible. Please note: we charge extra costs for custom products, and custom/personal products are non-returnable.
The product I want, is sold out, is it coming back?
All our art prints are limited editions. If a product is sold out, all numbers of the product have been sold. Sometimes we have the latest numbers only in our art studio in Heemstede, and no longer online. Please send us an email at email@example.com if you would like to know if your favorite is still available.
Do you sell gift cards?
Yes we do! To buy our online gift card, please click here. Please note; our gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees and is only valid to use online.
I've lost my gift card, can I get a replacement?
Yes you can, please send us an email at firstname.lastname@example.org and we’ll be able to advise you further on this.
Can I return a gift card?
No, our gift cards are non-refundable.
How long do I have to use my gift card?
Normally, your gift card is valid for 12 months from the date of purchase. If you need more time to think about your purchase, please send us an email at email@example.com
I have a discount code, where can I entering the discount code exactly?
You can entering the discount code in the 'check out' step. The step after your shopping cart.
My discount code didn't work, what can I do?
Check if you entering the code exactly as it appears and check if the code is still available. Sometimes, the code isn't working for all our art products; check the terms and conditions of your code. It’s still not working? please send us an email at firstname.lastname@example.org.
Can I use more than one discount code on my order?
No, you can only use one discount code in each individual order.
I forgot to entering my discount code, what can I do?
Unfortunately, we can't refund the discount amount once your order has been placed.
Do I need to set up an account to make an order?
No, you do not have to create an account with us to order.
How do I unsubscribe from your newsletter?
Click "unsubscribe" at the bottom of any newsletter you receive from us, alternatively email us at email@example.com and we can remove your information from our database completely.
I'm interested in stocking and selling your art products
That would be nice! Please contact us at firstname.lastname@example.org and we'll send you all the information you want for your shop.