Customer service

Frequently asked questions

1 Orders
1.1 How do I order more than one copy of the same product?

After you have placed a product in the shopping cart, you can specify the number of copies.

1.2 I cannot add products to the shopping cart

Viewing our website with older versions of web browsers can cause problems. We recommend using an up-to-date version of your web browser.

1.3 Can I remove an article from my shopping cart?

Yes. Just click on the "Delete" button next to the article in your cart.

1.4 Placing an order

You place your order when you make a payment. The number of steps you have to go through depends on your choice of payment.

1.5 Confirmation

Immediately after your payment you will see a page that will show confirmation of your order. You will also receive a confirmation e-mail at the e-mail address you supplied, giving the details of your order.

2 Payment
2.1 How can I pay?

If all your details are correct, you can pay by credit card (MasterCard, Visa or American Express).

2.2 I have checked my order and chosen a payment method, but nothing happens

This problem very seldomly occurs and has probably something to do with the security restrictions on your browser. Check whether these are too restrictive.

2.3 After I have clicked on "Submit I get a blank screen

It takes 15 - 20 seconds to process your details. In this time the screen goes blank.

2.4 I have clicked on "Payment" but an error message appears on the screen

It could occur that your payment cannot be processed fast enough by the server. In this case error will appear on your screen. You have not paid. Click on the "Back" button in your browser and try again.

2.5 My account was charged more than once the amount of my order

This is probably due to clicking more than once on "Payment". The extra amount will be reimbursed to you via our Payment Service Provider.

3 Shipping costs and delivery
3.1 How are delivery costs calculated?

The prices shown on this website do not include shipping costs. Shipping costs are calculated on postal and transaction charges. The postal charges are calculated on the weight of the article ordered and the country to which it is sent. On top of this comes a fixed amount per order for transaction charges.

3.2 Average delivery time

Your order will be sent as soon as it has been processed. The average delivery time for the Netherlands is 2-3 days; for Europe, 1 week; for the rest of the world, 2 weeks (depending on local customs handling and postal services).

Due to the coronavirus, countries around the world are taking measures that may affect the processing and delivery of mail and parcels.Please note that delivery of your order may take longer than expected for that reason.

3.3 I ordered something a number of weeks ago but have still not received anything

If you live in the USA or Canada it can take several weeks for your order to be delivered. This is due to the strict customs controls in these countries. If you live in another country then contact the Anne Frank House with regard to your order.