On Thursday, 26 May (Ascension Day) our museums will be closed in the afternoon.

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FAQ Webshop

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

Contact

How can I contact the customer service section?

You can reach us via museumshop@brugge.be.

Ordering

How do I order a product?

Choose the product you want to order and add it to your shopping cart by clicking on 'Buy now'. Are you ready to check out? Click on your shopping cart. Click on 'Go to checkout' and follow the steps. If your order has been successful, you will receive a confirmation email. You did not receive an email? Check your spam.

Can I order by phone?

No, it is not possible to place an order by phone. If you need help with your order, we will be happy to assist you. We can be reached via museumshop@brugge.be.

Will an invoice be sent?

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

Can I still change my order?

No, once your order has been submitted you cannot change it. In the event of problems, please contact our customer service section via museumshop@brugge.be.

How can I pay?

Payment is possible via credit card (Visa/Master Card), Bancontact, KBC/CBC Payment Button, Belfius Direct Net and iDEAL (depending on the destination country for the order).

Do the prices in the webshop include VAT?

All prices quoted include VAT.

Do the prices in the webshop include shipping costs?

No, the shipping costs are not included in the price stated in the webshop. Shipping costs are calculated based on shipping address, weight and delivery method. The charges will be displayed when you check out.

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 shipping address, weight and delivery method. The charges will be displayed when you check out.

Can I also pick up my package in the physical museum shop?

Yes, you can. Choose 'pick up' when placing your order.

You will receive an email as soon as the product is ready for collection. This takes at least two working days. After this, you must pick up your order within eight working days from the central museum shop (Arentshof, Dijver 16). The shop is open every day from 10 a.m. to 6 p.m., except on Mondays and on 25 December and 1 January.

Can I still change my address after placing an order?

No, once your order has been submitted you cannot change it. Please contact our customer service section via museumshop@brugge.be.

I have not received my order yet. What should I do?

If you have not received your package after eight working days, you should contact our customer service section via museumshop@brugge.be.

To which countries does Musea Brugge ship?

We ship to the following countries:

To all countries within the European Union.

And to: Australia, Bosnia and 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, Switzerland

Please note: There is a limit on the value of the order per country. This is because of the conditions for the insurance of your order.

- Belgium and EU (excluding Cyprus, Ireland, Croatia, Malta, Monaco and the Netherlands): maximum 520 euros.

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

- Other countries: maximum 200 euros.

You can find further information about this subject in this overview.

How much can I order?

There is a limit on the value of your order per country. This is because of the conditions for the insurance of your order.

- Belgium and EU (excluding Cyprus, Ireland, Croatia, Malta, Monaco and the Netherlands): maximum 520 euros.

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

- Other countries: maximum 200 euros.

You can find further information about this subject in this overview.

Returns & exchanges

Can I return my order?

Yes, you can return an item up to 14 days after receipt. View all the return conditions here.

How can I return my order?

Fill in the online return form within 14 calendar days of receiving your package. Then return the item unused in the original packaging via a postal point. Please note that you must pay the shipping costs for any return yourself. It is also possible to return your order free of charge by bringing it back to our central museum shop (Arentshof, Dijver 16).

Please note that after submitting the form you must return the item within 14 days. View all the return conditions here.

How can I exchange my order?

Fill in the online return form within 14 calendar days of receiving your package. Then return the item unused in the original packaging via a postal point. Please note that you must pay the shipping costs for any return yourself. It is also possible to return your order free of charge by bringing it back to our central museum shop (Arentshof, Dijver 16).

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

Please note that 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, you can. Bring the items back to our central museum shop (Arentshof, Dijver 16).

First fill in the online return form, so that we can process your return when you bring it to the museum shop. Then bring your package to the shop within 14 days of submitting the online return form. View all return conditions here.

The shop is open every day from 10 a.m. to 6 p.m., except on Mondays and on 25 December and 1 January.

I have received a damaged or incorrect product

Fill out the online return form to return the item. We will take the necessary action to replace the damaged or incorrect item. If replacement is not possible, we will refund the purchase price. If you have any questions, we will be happy to assist you. We can be reached via museumshop@brugge.be.

Can I return a purchase from the physical museum shop online?

No, it is not possible to return an item from one of our physical museum shops online.

Do I get the shipping costs refunded in the event of a return?

No, the shipping costs are not refunded in the event 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 two weeks following receipt of your return.