frequently asked questions
Order
How can I edit/view my shopping cart?
You'll find your shopping cart in the top right corner of the screen, beneath the basket/large bag icon. If you can't click on it, you can also view your shopping cart directly here: estherbennink.nl/cart
Is it possible to have my order delivered to a different address?
Yes, that's possible. You can specify a different shipping address during checkout. Unfortunately, it's not possible to add a message for the recipient.
Do you have a packing service or can I add a message to my order?
Unfortunately, that's not (yet) possible. I work with an external warehouse, and these professionals don't wrap gifts or write cards with your order. I'd love to develop this in the future, but it will take some patience!
Why do you require a minimum order amount?
Packages are packed in the warehouse, and I pay per package for that. There are also packaging costs and shipping costs (which I don't fully pass on to customers, it's a gift from me!), which means it would cost me money to process orders under €15. Thanks for your understanding!
If I order cards (individually or as a set), are envelopes automatically included? Or do I need to order them separately?
The individual cards don't come with envelopes; you can order them separately . The card sets do come with envelopes.
Do I need to order a separate cozy UP shelf for the cozy UP advent calendar, or is it included?
Yes, the cosy UP base isn't included with the cosy UP advent calendar, so you'll need to add it to your order separately. Once you have the base, you can use it with all cosy UP sets. You can find all currently available sets here.
Can I buy your products wholesale for my store?
Absolutely! That's great! You can read more about how this works and how to register your store as a reseller here .
How does selling your products work as a retailer?
Not all products in the webshop are available for retail (though many are!), so you're free to use my product images (you can simply save them from my website) for sales purposes. For more information, read more here .
Can anyone become a retailer?
No, I think it's important to always check beforehand whether a store is a good fit for my work. However, the retailers who show interest are usually just really nice people and therefore also stores, so feel free to submit yours. I personally review every application.
I want to order as a company in the EU and the VAT needs to be transferred, is that possible?
Yes, that's possible! You can register as a reseller on this page . I'll then create an order account for you, and of course, I'll take care of all the VAT arrangements.
Shipping & Returns
**Shipping to the United States**
Yay! I can ship to the United States again. Good to know: parcels must not weigh more than 2kg. If you have more than 2kg in your shopping basket, you’ll see a message saying there are no shipping options available. My advice: cards, prints and perhaps one lovely item, such as the cosy book tracker, works perfectly!
I only want to order a few cards, but the shipping costs will be so high!
Unfortunately, I can't help you with lower shipping costs. I have no control over the postal rates. Shipping isn't cheap, and please note that I don't even charge for the actual costs, as in addition to shipping, there are also costs for packing and preparing each order for shipment.
Which countries do you ship to and what are the costs?
I currently ship to the following countries:
COUNTRY – shipping rate € – free shipping above €
Netherlands – 5.95 – 80
Belgium – 7.85 – 95
Germany – 8.90 – 95
France – 14.95 – 95
UK – 18.95 – 100
Ireland – 18.95 – 100
Italy – 14.65 – 95
Spain – 14.65 – 120
Denmark – 14.95 – 100
Finland – 19.45 – 150
Austria – 14.65 – 95
Czech Republic 14.95 – 120
Sweden – 17.95 – 100
Latvia – 14.95 – 120
Luxembourg – 11.95 – 95
Norway – 19.95 – 120
US / US – price calculated at checkout
Canada – 26,20 – 200
Switzerland – 19.95 – 150
Slovakia – 17.95 – 100
Portugal – 14.95 – 120
Slovenia – 19.95 – 150
Poland – 15.95 – 100
If your destination is not listed, please contact us using the contact form.
When will my order be shipped?
I work with an external warehouse to ship orders. They aim to ship all orders within 1-3 business days.
How long will it take for my package to arrive?
The warehouse uses various carriers to ship all orders. Within the Netherlands, your package will usually arrive within 1 to 2 business days after you receive a shipping notification (with track and trace). Packages outside the Netherlands generally take a little longer (ranging from a few days to a little over a week). If you're concerned that something has gone wrong, please email contact@estherbennink.nl.
Do you have a tracking link for me?
Yes! After your order ships, you'll automatically receive a link to track your shipment. So keep an eye on your inbox!
PostNL says my package has been delivered, but I haven't received anything?
PostNL scans letterbox packages before delivery actually takes place. Just wait a few days; it usually arrives in your mailbox automatically! Problem still not solved? See the question below!
I haven't received my order, can you help me?
Of course! Feel free to send a message via the contact form (it will arrive directly in my inbox) or email contact@estherbennink.nl . Please note: if you're located outside the Netherlands, it may take a few weeks to receive your package. We appreciate your patience!
There are items missing from my order, what should I do?
Oh no! Every now and then, a mistake can be made during packing. Just email me at contact@estherbennink.nl , and I'll find a solution.
I’m not happy with my order. Can I return it?
That's unfortunate to hear, but it is always possible to cancel and return your order within 14 days. You can do this by using the "Withdraw Purchase" button found at the bottom of every page. Through the withdrawal form that opens, you can register your return directly; you will receive an automatic confirmation of your withdrawal. You can also always get in touch via contact@estherbennink.nl to cancel your order.
From the moment you register your return by email, you have 14 days to send your parcel back to the address we provide by email. Please note: the shipping costs for the return shipment are always at your own expense.
Are you returning your entire order? Then you will also receive a refund of the shipping costs you paid at checkout. Are you returning part of your order? Then only that portion will be refunded.
I accidentally ordered the wrong item; can I exchange it?
Oops, that can of course happen! Unfortunately, a direct exchange is not possible, but you can always return part of your order. You will then receive a refund for the purchase amount of those items, after which you can place a new order for the correct products.
If you would like to return part of your order, you can use the "Withdraw Purchase" button found at the bottom of every page. Through the withdrawal form that opens, you can register your return directly; you will receive an automatic confirmation of your withdrawal. You can also always get in touch via contact@estherbennink.nl to partially cancel your order.
From the moment you register your return by email, you have 14 days to send your parcel back to the address we provide by email. Please note: the shipping costs for the return shipment are always at your own expense.
A product arrived damaged, what should I do?
Oh, that's a bummer! Unfortunately, this can happen. If you could send an email to contact@estherbennink.nl with a photo of the damaged product, my team will look for a suitable solution.
There's a piece missing from my puzzle, what should I do?
Oh, how annoying! Sometimes it's possible to send the missing piece. Just send an email to contact@estherbennink.nl with a photo of the puzzle that clearly shows which piece is missing. I'll check if I have the loose piece, and if not, I'll find a suitable alternative.
Assortment & stock
An item is out of stock, will it be back?
This varies by item. The best way to stay informed is to subscribe to our newsletter. Click here to subscribe now. If a product is no longer in stock, we will do our best to mention this in the description.
Do you also sell gift cards?
Yes! You can order a gift card here . The cards are available in five different (fixed) values; unfortunately, it's not possible to enter your own value.
Can you also order your prints in a large format?
Yes, you can order a selection of my illustrations as giclée prints, which are also available in A3 size. These high-quality prints can be ordered directly from https://estherbenninkgallery.com/
Please note: This website is in English because these prints are shipped worldwide. If you order from the Netherlands, the print will be printed in Europe and shipped directly from the printer to your address.
Do your plates for the magic lamp/season lamp also fit in the toverlux lamp?
Yes! These plates and lamps are the same size.
What size cards fit in the Houtvast interchangeable frame/card lamp?
All individual cards fit perfectly in the interchangeable frame and the card light. These cards are A6 size (10.5 x 14.8 cm).
Are both versions of the planner the same in content? If not, what are the differences?
Both planners are similar in design (with some minor adjustments), but each has its own unique content in terms of illustrations/artwork.
Is there also a planner that starts on January 1st?
The planner doesn't have a fixed start date. You can start it at any time of the year. Because you can enter all the months and days yourself, you can start wherever you like and use the tabs to navigate to the right spot in the planner. The first season in the planner is autumn, but you can start using it in any season!
Do you also make paintings without a person in them?
Not really. In this blog post , you'll read why I don't paint boys, and this explanation actually also applies to why I don't paint cards without people.
Will there also be larger versions of mini puzzles?
No, probably not. For the large puzzles, I create a special illustration that's interesting enough to make a large puzzle, so it also contains enough unique elements to complete the puzzle. The mini-puzzle illustrations aren't (standardly) suitable for enlarging to a large puzzle.
Will there be new versions (other seasons) of the Cosy UP?
I definitely hope to create more versions for the Cosy UP in the future. Make sure you subscribe to the newsletter to be the first to know when a new version is released.
In which (brick and mortar) store can I buy your products?
I don't have a list of physical locations where my products are sold. There are now too many points of sale to keep this up to date.
Other questions
Where do you get your inspiration from?
On my own! I started illustrating as therapy for my PTSD. I wanted to create a warm, safe world. Naturally, I'm incredibly inspired by nature (especially animals), landscapes, all things cozy, and inspiring art.
How do you make your illustrations?
All the illustrations you see are hand-painted! Sometimes I use gouache and paper, but increasingly acrylic on canvas or panel. After painting, the illustrations are professionally scanned so they can be turned into products for the webshop.
Do you work on commission? / I have a cool project, would you like to collaborate?
I actually do this very rarely! But sometimes I enjoy collaborating with companies if the assignment or project is a perfect fit for me, I'm truly excited about it, and I have time in my schedule. If you think your project/idea is perfectly suited to my illustrative style, feel free to send me a message via the contact form or email contact@estherbennink.nl .
PLEASE NOTE: I am currently not accepting commissioned work for individuals (e.g., birth announcements, wedding invitations, portraits, etc.). I also do not make any modifications to existing illustrations, such as adding a human figure, animal, etc.
I wrote a (picture) book, can you illustrate it?
Are you a publisher? Please contact me via the contact form or email contact@estherbennink.nl with your proposal. If you are an individual, I am not currently accepting work.
I sent a message or email but have not received a response yet
I respond fastest to messages sent directly to contact@estherbennink.nl . My team helps me answer messages in this inbox, so you can expect a response within three business days. Messages sent via DM on social media often get lost in the flood of replies, so it's best to email. If you haven't heard from me after three business days, feel free to send a reminder; something might have gone wrong.
