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FAQ Webshop

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Here you can find the answers to a number of frequently asked questions about our webshop.

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Ordering

  • How do I order a product?
    Choose the product you want to order and add it to your shopping cart by clicking ‘Buy now’. Ready to check out? Click on your cart. Then click ‘Go to checkout’ and follow the steps. If your order was successful, you will receive a confirmation email. Didn’t receive an email? Check your spam folder.
  • Can I order by telephone?

    No, it is not possible to place an order by phone. Need help with your order? We’re happy to assist you. You can reach us via museumshop@brugge.be.

  • Will an invoice be sent with my order?

    For European orders, no invoice is included with your order, only an order confirmation. Would you still like to receive an invoice? Please contact our customer service via museumshop@brugge.be.

  • Can I still change my order?

    No, once your order has been placed, it can no longer be modified. Need help? Please contact our customer service via museumshop@brugge.be.

  • How can I pay?
    Payment is possible via credit card (Visa/Mastercard), Bancontact, KBC/CBC Payment Button, Belfius Direct Net and iDEAL (depending on the destination country).
  • Do the prices in the webshop include VAT?
    All listed prices include VAT.
  • Do the prices in the webshop include shipping costs?
    No, shipping costs are not included in the price listed on the webshop. Shipping costs are calculated based on delivery address, weight, and delivery method. The costs are shown at checkout.

Delivery

  • What is the delivery time?
    For deliveries within Belgium, we aim to deliver your package within eight working days. The delivery time outside Belgium depends on the delivery address.
  • What are the shipping costs?
    Shipping costs are calculated based on delivery address, weight, and delivery method. The costs are shown at checkout.
  • Can I also collect my parcel from the physical museum shop?

    That’s possible. Choose ‘pickup’ when placing your order.

    Once the product is ready, you’ll receive an email. This takes at least 2 working days. Then pick up your order within 8 working days at the central museum shop (Arentshof, Dijver 16). The shop is open daily from 10am to 6pm, except on Mondays, December 25 and January 1.

  • Can I still change my address after placing an order?

    No, once your order has been placed, you can no longer modify it. Contact our customer service via museumshop@brugge.be.

  • I have not yet received my order, what should I do?

    If you haven’t received your package after eight working days, you can contact our customer service via museumshop@brugge.be.

  • To which countries does Musea Brugge ship?

    We ship to the following countries: All countries within the European Union.

    And to Australia, Bosnia-Herzegovina, Brazil, Canada, China, Congo-Brazzaville, Congo-Kinshasa, Hong Kong, India, Iceland, Japan, Monaco, New Zealand, Norway, Ukraine, Qatar, Russia, Saudi Arabia, Serbia, Turkey, United Kingdom, United States, South Africa and Switzerland.

    Note: each country has a limit on the value of your order due to insurance.

    - Belgium and EU (except Cyprus, Ireland, Croatia, Malta, Monaco and the Netherlands): maximum €520

    - Cyprus, Ireland, Croatia, Malta, Monaco and the Netherlands: maximum €500

    - Other countries: maximum €200. You can find all information in this overview.

  • How much can I order?

    Each country has a limit on the value of your order due to insurance.

    - Belgium and EU (except Cyprus, Ireland, Croatia, Malta, Monaco and the Netherlands): max €520

    - Cyprus, Ireland, Croatia, Malta, Monaco and the Netherlands: max €500

    - Other countries: max €200

Returns & exchanges

  • Can I return my order?
    Yes, you can return an item up to 14 days after receipt. View all return conditions here.
  • How can I return my order?

    Fill in the online return form within 14 calendar days after receiving your package. Then return the unused item in its original packaging via a postal point. Please note, return shipping costs are at your own expense. You can also return your order for free at our central museum shop (Arentshof, Dijver 16).

    Note: after submitting the form, you must return the item within 14 days. View all return conditions here.

  • How can I exchange my order?

    Fill in the online return form within 14 calendar days after receiving your package. Then return the unused item in its original packaging via a postal point. Please note, return shipping costs are at your own expense. You can also return your order for free at our central museum shop (Arentshof, Dijver 16).

    Once we have received your package, the purchase amount will be refunded so you can place a new order.

    Note: after submitting the form, you must return the item within 14 days. View all return conditions here.

  • Can I also return or exchange my online order in the physical museum shop?

    Yes, that’s possible in our central museum shop (Arentshof, Dijver 16).

    First fill in the online return form so we can process the return at the shop. Then bring your package to the shop within 14 days after submitting the online return form. View all return conditions here.

    The shop is open daily from 10am to 6pm, except on Mondays, December 25 and January 1.

  • Can I return a purchase from the physical museum shop online?
    It is not possible to return an item from one of our physical museum shops online.
  • Will I be refunded the shipping costs for a return?
    No, shipping costs are not refunded in case of a return.
  • When will the amount of my return be refunded?
    The amount will be refunded to your bank or credit card account within 2 weeks after receiving your return.
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