Shipping, Returns & Refunds

We currently deliver to the Netherlands only. Every order is sent with PostNL, fully tracked, so you can follow your parcel to your door. Delivery is included in the price — there is no separate shipping charge.

Your figurine costs € 49,95, incl. VAT (btw) and Dutch delivery. The price you see is the price you pay — there are no hidden shipping fees or surcharges at checkout.

Because each figurine is made to order, it is not an off-the-shelf item. Here is the realistic breakdown once you have uploaded a drawing:

• Digital preview: usually within a few minutes.
• Designer prepares the print-ready model: 2–4 business days.
• Printing & quality check: 3–5 business days.
• Tracked delivery: 1–2 business days (Netherlands).

In total, expect about 6–11 business days after you approve and pay. These are business-day estimates and depend partly on how quickly you approve each step. These are business-day estimates (Monday to Friday, excluding public holidays).

You upload one drawing and receive a free 3D digital preview — no payment needed. You may ask for 1 free re-generation of the preview before deciding. Once you approve it, a professional designer refines the model so it prints cleanly. Only then do you pay, and only then does production begin. We print your figurine in colour, inspect it, pack it and hand it to PostNL for tracked delivery.

You can cancel at any time before you pay, free of charge. A digital preview you do not proceed with costs you nothing — there is no card required to see it, and no obligation to continue. Production only starts after payment, so up to that point you are never charged.

Occasionally a drawing cannot be turned into a printable figurine — for example if it is too faint, too complex, or not a single clear character. If that happens, we tell you and you pay nothing. There is no charge for an attempt that does not result in a preview you are happy to approve.

For most online purchases, EU and Dutch consumers have a 14-day right of withdrawal. However, each SketchToToy figurine is made specifically to your personal specification — your child's unique drawing. Under Dutch and EU consumer law, the 14-day withdrawal right does not apply to goods that are custom-made or personalised, once production has started. We disclose this to you plainly here, before you order, and you confirm it at checkout.This does not remove your statutory rights. If your figurine arrives defective, damaged, incomplete or not as described, you are always entitled to a repair, replacement or refund under the law.

Please check your parcel on arrival. If your figurine is damaged, defective, incomplete or does not arrive, contact us within 14 days and include a clear photo of the item and packaging where relevant. We will replace it or refund you — whichever you prefer. Because thin or protruding parts are delicate by nature, a photo helps us resolve your claim quickly.

Approved refunds are made to your original payment method (for example iDEAL or card). Once we confirm a refund, we process it promptly and it typically reaches you within 14 days, depending on your bank or payment provider.

Email us at hello@sketchtotoy.com with your order number and a short description of the problem (and a photo for a damage or defect claim). We will confirm receipt and explain the next steps. For anything you want to send back, we will share the correct return address with you first.

Have a complaint? Email us with your order number and we will confirm receipt within 2 business days and aim to resolve it within 14 days. If we cannot resolve it together, EU consumers may use the European Commission's Online Dispute Resolution platform. You can reach the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.