Return & Refund
1. Made-to-Order Prints & Artworks (Not Eligible for Return)
Most items in this store (including fine art prints and physical reproductions of digital illustrations) are made to order.
They are produced individually after purchase to ensure quality and reduce waste.
Therefore, made-to-order products cannot be returned or exchanged, as stated in Dutch/EU consumer law (Article 6:230p BW).
2. Right of Withdrawal (Non–Made-to-Order Items Only)
If you purchase a product that is not made to order (e.g., ready-made goods, accessories, stationery), you may use the 14-day withdrawal period.
To withdraw, contact us at customerservice@simplykseniia.com with a clear written statement. Once approved and the item is returned to us, a refund will be issued within 14 days.
Refund rules:
Returning the full order: refund includes the product amount + standard shipping.
Returning part of an order: original shipping is not refunded.
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
3. Return Conditions (Eligible Items Only)
The item must be:
unused
in original condition
in its original or equivalent protective packaging
Returns that do not meet these conditions may be rejected.
4. Damaged or Incorrect Orders
If your item arrives damaged or incorrect, notify us within 48 hours with:
your order number
photos of packaging + item
We will provide a replacement or refund at no cost.
5. Customs Fees, Import Taxes & Refusal Policy
5.1 Buyer Responsibility for Customs
For orders outside the EU:
Customs duties, import taxes, and handling fees are not included in the product or shipping price. These charges are set by your country and are the responsibility of the buyer.
5.2 Refusal to Pay Customs Fees
If a buyer refuses to pay customs fees and the parcel is returned:
Original shipping costs are non-refundable.
Return shipping fees charged by carriers will be deducted from any eligible refund.
Made-to-order items are not refundable under any circumstances, including customs refusal.
5.3 Parcels Destroyed by Customs
In some countries, parcels refused at customs are destroyed instead of being returned.
In such cases, no refund can be issued.
6. Undeliverable or Incorrect Addresses
The buyer is responsible for providing a complete and accurate shipping address.
If a package is returned due to an incorrect or incomplete address:
Reshipping fees apply.
Refunds cannot be issued for orders undeliverable due to buyer error.
Once tracking is created, the address cannot be changed.
If you made a mistake with your address, contact us immediately via +31651597041 or customerservice@simplykseniia.com. We can correct it only before the label is generated.
7. Refund Processing
Refunds include:
product price
standard shipping (only when the full order is returned)
Refunds do not include:
express delivery or upgrades
customs fees
return shipping fees
Refunds are processed once the returned item is received and inspected.
8. Artistic Variations
Minor variations in:
color or tone
cropping
paper texture
print alignment
saturation or brightness
appearance due to screen differences
are normal results of the printing process.
These variations do not qualify as defects and are not grounds for a refund.
9. Lost, Delayed, or Stalled Parcels
Once an order is handed to the carrier, delays are outside the Seller’s control.
Delays due to customs, weather, strikes, or postal disruptions are not grounds for refunds.
If tracking shows “Delivered” but the buyer disputes receipt, the investigation is handled by the carrier.
A refund is only possible if the carrier accepts liability.
10. Contact
For questions about returns, shipping, or your order: customerservice@simplykseniia.com.
We’re here to help.
