Common questions

Don’t see your question below - email us at info@marielouisekoen.com

What delivery options do you offer?
  • Domestic Shipping Standard Delivery (3-5 working days) Shipping rates are calculated at checkout.
  • International Rest of the World Standard Delivery (10-15 Working Days) Shipping costs will be calculated at checkout based on your country and the size of prints. For international orders, customs charges are outside of our control and are charged at the sole discretion of your local customs office. Due to this, we’re unable to cover or refund any charges you may incur.
  • Local Pick up You are welcome to collect your prints from our Studio in Woodstock. Please select ‘Pick up’ at checkout to collect your print from 48 Albert Road, Woodstock, Cape Town. Prints are usually ready within 3-5 days.
If the delivery time frame has passed and you’ve still not received your items, please get in touch with our team with your order details. 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 custom delays, local postal delays and tech updates) which may result in a longer delivery.
Where is my order?
Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. For SA this is typically within 3-5 working days & for international orders it can be between 10-15 working days (this excludes weekends and public holidays).

If the delivery time frame has passed and you’ve still not received your items, please get in touch with your order details at info@marielouisekoen.com.
Can I cancel/amend my order?
Once you have placed an order with us our team works hard to make sure we promptly get your print into production and process your order. Therefore once you are charged, we are unable to amend your order. Having said this, please get in touch with us as soon as you can and if prints are not in production yet, we can amend/cancel your order.
What can I do if my order is going to the wrong address
Please take extra care when entering your shipping instructions at checkout, once an order has been placed, we only have a short space of time in which to amend an address and sadly, if your parcel has already been dispatched, we are unable to change your shipping address for you.

If you find that you have entered the incorrect address, please contact us - we will try to help you as much as we can!
Can I get a refund?
All sales are final. We do not offer refunds or exchanges for any prints purchased through our website. In certain circumstances, we may provide refunds at our sole discretion. These exceptions include but are not limited to:
  • Incorrect or defective prints: If you receive an incorrect or defective product, please contact us within 7 days of receipt to request a replacement or refund.
  • To request a refund under the exceptions outlined above, please contact us on
Do you offer gift vouchers?
Yes, please check out this page to purchase a gift voucher
Framing
We don’t offer framing through our website, but if you’d like to get your artwork framed, please reach out to info@marielouisekoen.com who will be able to assist.
Collaboration/Customs/Wholesale requests
Thank you for your interest in working with us! Please email info@marielouisekoen.com who 'll be able to assist you further.

Don’t see your question below - email us at info@marielouisekoen.com