Frequently Asked Questions

Find immediate answers to your questions. Is your question not listed here? Let us know via the contact form at the bottom of this page.

GENERAL

What is the quality of the paintings?

Our paintings are printed in high resolution (300 DPI) on premium materials such as plexiglass, canvas, fine art paper, and aluminum dibond. The colors are razor-sharp, vibrant, and will remain beautiful for years. The product photos on the website are mockups for illustrative purposes only. The actual quality is more impressive in person.

Which size should I choose?

Are all designs unique?

Yes, all designs are unique and handcrafted by us. While they are completely original, some designs may contain similar elements, but each design is unique and exclusive to us.

Is a hanging system included?

Yes, all our canvas and plexiglass products come with a hanging system. This makes it easy to hang your product immediately upon receipt and enjoy your purchase.

What kind of hanging system is included?

Plexiglass products come with an aluminum frame that's concealed mounted on the back, creating a luxurious, floating look. Canvas products come with a bracket, allowing you to easily hang your artwork.

What is the baking frame for?

The float frame is available exclusively for canvas products. This frame gives your canvas an elegant finishing touch and offers a robust and professional look. It's an ideal choice for enhancing your canvas artwork and adding a refined touch to your interior.

In which versions is the tray frame available?

The float frame is available for canvas products in sizes 40x60 , 60x90 , and 100x150 . The frame is available only in black and has a wood grain finish, which creates a stylish look.

ORDERS

Can I cancel my order?

Unfortunately, it's not possible to cancel an order after it's been placed, as we strive for fast processing and delivery. However, we recommend that you notify us as soon as possible so we can explore possible solutions together.

Will I receive an order confirmation?

Yes, you'll receive an order confirmation email once your order has been successfully placed. This email will contain a summary of your order, including the items you ordered, your shipping address, and an order number.

If you haven't received a confirmation email, please check your spam or junk mail folder. If you still can't find it, please contact our customer service team so we can assist you further.

I entered an incorrect address, can I change it?

Unfortunately, we can't change your order details after it's been placed, as we process and ship your order as quickly as possible. For any questions or to discuss possible solutions, please contact our customer service.

Will I receive a VAT invoice with my order?

Yes, this will be automatically sent with the confirmation email after ordering.

SHIPPING & DELIVERY

What are the shipping costs?

Shipping is completely free for orders within the Netherlands and Belgium! We'll make sure your order arrives to your home at no extra cost.

What is the delivery time?

Our standard delivery time is 2-3 business days. Orders placed on a business day before 9:00 PM will be shipped the same day. You will receive a tracking number to track your shipment once it has been dispatched.

How do I track my order?

To track your order, follow these steps:

  1. Delivery Confirmation: After your order ships, you will receive an email with a tracking number and a link to your shipping status.

  2. Use the Tracking Link: Click the link in the email or copy and paste the tracking number from our shipping partner's website to check the status of your order.

  3. Check your Shipping Status: You can follow the progress of your delivery from dispatch to delivery via the tracking page.

If you have not received tracking information or are having trouble tracking your order, please contact our customer service for further assistance.

Can I pick up my order?

Unfortunately, it's currently not possible to collect your order. All orders are delivered through our shipping partners. If you have any questions about your delivery or anything else, please feel free to contact our customer service.

There's no one present at the expected delivery time. What happens to the package?

Each delivery service fixes this in a different way:

PostNL: The driver will attempt to deliver your package to your neighbor. If this isn't possible, your package will be taken directly to the nearest collection point. There will be no second delivery attempt.

DHL: The driver will try to deliver your package to your neighbor. If this isn't possible, they will return with your package the next business day. If the second delivery attempt is also unsuccessful, your package will be delivered to the nearest collection point.

ONB: The ONB driver will also try to deliver your package to your neighbors. If this isn't possible, they will return with your package the next business day. In most cases, they will contact you to find a solution together.

What should I do if my order has not been delivered?

If your order has not been delivered within the expected delivery time, please take the following steps:

  1. Check the Track & Trace information: Use the tracking number you received to check the status of your shipment. This can help you determine where your package is.

  2. Contact the carrier: Sometimes delivery delays can occur. Contact the carrier for more information about your shipment.

  3. Contact us: If you're still having issues after checking your tracking information and the delivery service provider, please contact our customer service. We're happy to help and work with you to find a solution.

My order is incomplete. What should I do?

We're sorry to hear your order isn't complete. Sometimes, part of your order may still be in transit. Therefore, please check your shipping status (track & trace) first to see if a package is still on its way to you.

Also, be sure to thoroughly check all packaging and shipping boxes, as smaller items can sometimes be hidden. If, after these checks, you still think something is missing, please contact our customer service. We'll be happy to help you resolve the issue.

The product arrived damaged. What should I do?

We're sorry to hear your item arrived damaged. Please follow the steps below to resolve the issue:

  1. Document the damage: Take clear photos of the damaged items and packaging. This will help us assess the situation.

  2. Contact our customer service: Send an email to our customer service department ( info@masculina.nl ) with photos and a description of the damage. Please also include your order number so we can help you quickly.

Our customer service will assist you as quickly as possible and work with you to find a solution, such as a replacement item or a refund.

EXCHANGES & RETURNS

What is your return policy?

View our returns policy here

How long do I have to return an item?

You have a 30-day return policy at Masculina. For more information about returns, see our returns policy .

When will I receive the money for my return?

After receiving your shipment, it will take up to 10 days for the amount to be refunded.

What are the return costs?

The cost of returning an item depends on the shipping location and the size of the package. You will receive this information during the return process.

Can I exchange a product?

Yes, you can exchange a product.

Exchanging a complete or partial order for another item is considered a new order. You return the old items within the 30-day return period according to our returns policy and place the new order through our webshop. The amount you paid for the old items will be credited upon approval.

CONTACT