FAQ

Products & Stock

What about the paint you us for the wearables you make?

The paint used on the painted wearables, is a special mixture we made after years of experimenting with different products. The special mixture is water resistant and flexible. The paint stays on the items after lots of wash, therefore you can enjoy your painted item for a long time.

What are the care instructions for hand-painted items?

The clothes can be washed in the washing machine on 30 degrees inside out and can be ironed inside out (do don’t tumble dry). The shoes and accessories, you can wash with water and soap.

How exclusive are the items?

Each Steven Blanco items are a genuine piece of art made in a very limited edition. We see our items like a painting in the museum. All items are unique, hand-painted by our artist Bcy Marques.

Can you make special customisations?

Yes, we do. Please contact our customer care team by sending them an email for more information’s customercare@stevenblancoart.com

How about the clothes materials?

Our painting clothes (hoodies-T-shirts, sweater, shirts …) are made from the best quality of soft organic cotton and Peta approved as vegan. Each material is specially adapted for the paint adherence.

How does the clothes fit?

Most of clothes are unisex and European standard sizes. At the product page of the item you’re interested in, you can see the size information.

If you need advice regarding the best size that will suits you perfectly, our team is glad to help you. Please send an email to our customer care customercare@stevenblancoart.com

Will you be getting more stock?

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible.

If you would like to ask about a product, size or colour that is not shown, contact our Customer care team.

Can I get more information’s about a product?

Yes, contact our Customer care team and they will try to provide you with all the information you require.

Do you organize special events?

Yes, we organize workshops, fashion shows, private sales and other great events. Keep informed about the next events by subscribing to our newsletter and social networks. (don’t worry, we do not spam).

Do you have a store to buy Steven Blanco items?

Yes, we have a store in Eindhoven at the mall called Heuvel Galerie (store nr. 165). We have our items at selected retailers’ stores.  Our items are also available in several pop-up stores.

Keep informed about new retailers and pop up stores by subscribing newsletter here (don’t worry, we do not spam)

Do you organize private sales?

Sometimes, private sales are organized for some kinds of items. Keep informed about the next private sales by subscribing the newsletter and following on Facebook and Instagram.

Orders

What is the status of my order?

Right after you’ve placed an order, you will receive a confirmation email. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional email with the tracking information. You can use this information to track the shipment of your order until it is delivered.

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. It can take up to two hours after you have placed your order for you to receive the confirmation email. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please get in touch with us via phone or mail.

Can I cancel my order?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us.

Can I cancel my customized order?

Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customised pieces were damaged or faulty when delivered to you.

If any of your purchases arrive in a flawed or faulty condition, or without Steven Blanco tags attached, please contact Customer Service for assistance with your return.

What can I do if my order is going to the wrong address?

Please contact us immediately on +31 (6) 1217 0833 so we can attempt to contact the courier to return the parcel back to us for a refund.

What should I do if my order is missing?

If you are in the Netherlands and have not received your order within the allotted delivery time frame, please notify us by email at customercare@stevenblancoart.com within 21 days of the date on which you ordered the products. After this time has elapsed, Steven Blanco reserves the right to decide whether to send our replacement item(s) for you. For international customers, please allow up to 16 working days before contacting us regarding a missing order.

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order, please contact us at customercare@stevenblancoart.com where a member of our customer service team will help you further.

There's an item missing from my order, what should I do?

Please contact us at customercare@stevenblancoart.com where a member of our customer service team will help you further.

I purchased an item on pre-order, when will it arrive?

If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. Please allow 3-5 working days for your item to arrive after this dispatch date. If 5 days has elapsed after the proposed dispatch date please contact us at customercare@stevenblancoart.com

Delivery

Deliveries within the Netherlands and Belgium

All orders placed before 9 pm on working days, will be delivered the next day. (please note that working days do not include weekends or holidays). We offer standard shipping to your preferred address.

*While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery.

Deliveries within Germany

All orders placed before 2 pm on working days, will be delivered within 2 working days.

*While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery.

Deliveries within the European Union

We currently ship within the Netherlands – Belgium and Germany.

How will my order be shipped?

We will ship your order in a box or in a polybag, depending on the size and number of items that are in your order.

Will my parcel be charged additional custom and import charges?

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. For orders placed in countries inside the EU, there are no customs charges.

Where do you deliver to?

We currently ship within the Netherlands – Belgium and Germany. We do not ship to APO, post office boxes or FPO addresses.

What are the shipping costs?

Shipping to:
The Netherlands  €7,25
Belgium                  €12
Germany                 €12

Return & Refund

How do I return an item?

Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within 14 days from the date on which you received them from us. You can open the parcel and check the contents. Once we’ve received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original Steven Blanco labels attached and in the original packaging.

To send the item back please fill in the return form (click here to download return form) received and send it back to us. Instructions on how to send it are on the return form.

Can I exchange an item?

We don’t exchange products. If you would like to return your item for another item or size, you can follow our regular return process and order a new item.

I forgot to include my returns form in my return, what can I do?

Please contact us at customercare@stevenblancoart.com with your name and order number so we can keep track of this when the product arrives back to us.

Can I get a refund if the price has changed since I ordered it?

As a business we’re constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you’ve ordered, we are unable to refund the price difference.

When can I expect my refund?

We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.

Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.

What do I do if my item is faulty?

We will return a product for faulty if it has failed to live up to its life expectancy and is covered by our warranty policy. The warranty policy is dependent on the product category and reason for failure. We will not return a product for faulty if it isn’t covered by our warranty policy or if it the product was damaged whilst being used in a way that it was not intended. The intention of use is at the discretion of Steven Blanco and will be judged in a reasonable way. If you have received an item which is faulty, or the incorrect item in your delivery. We will help you rectifying this as soon as possible. Please email to customercare@stevenblancoart.com with the image of the item showing the fault, a description of it and your order details.

I purchased a product and now it's in the sale, can I get a refund?

Unfortunately, we are unable to refund the difference between the original price and the sale price.

I've brought something online, can I return it in-store?

Yes, please fill in your returns form and bring it along with you to one of our stores within 14 days of receipt.

Payment

What are the available payment methods?

We accept payment from:

  • Apple Pay
  • iDeal
  • PayPal
  • Sofort Banking
  • Bank contant
  • Visa Creditcard
  • Mastercard Creditcard
  • American Express

Depending on your country, you can also pay by transfer and bank account, contact us here if you want to use these means of payment.

Does the online payment is secured?

Our payment system is 100% secure, we don’t save your bank details and all your bank information’s are encrypted with SSL certificate.

Experiencing problems paying?

Please try an alternative payment method or contact us at customercare@stevenblancoart.com and one of our customer service representatives will help you as soon as they can!

Will I be charges right away when I place an order?

Yes, your card will be charged right away since we don’t store payment information for security purposes.

Will there be any additional costs to my order?

Orders within the European Union are shipped DDP (Delivery Duty Paid) and will not be subject to any additional charges.

What is VAT?

VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.
Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products.

Account

Do I need to set up an account to make an order?

No, if you do not want to set up an account with us we have the option to checkout as a guest. All you’ll need is your contact and shipping information!

What are the advantages of having an account?

A account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place.

I'm having trouble signing in to my account, what should I do?

Please try resetting your password initially. If this still doesn’t work please contact us at customercare@stevenblancoart.com and we’ll try and help!

How do I reset my password?

If you can’t remember your password, we’ll need to reset that for you. Please contact us at customercare@stevenblancoart.com and we’ll help you.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about this please see our privacy policy.

How can I remove my personal information from your database?

If you would like all information regarding yourself removed from our Steven Blanco database, please email us at customercare@stevenblancoart.com .

How do I unsubscribe from your newsletter?

Click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively email us at customercare@stevenblancoart.com  and we can remove your information from our database completely.