FAQ

Ordering
How can I order a product?

Add one or more of the products through our web shop to your shopping cart and then check out. We will ship everything to you within 1 to 3 days!
Can I order an out-of-stock product?

We can usually do that. We will then update it for you. In that case, count on a few business days to a maximum of 2-3 weeks extra time!
Can I change my order after check-out?

You can if the package has not yet been shipped. Contact info@houseraccoon.com!
I have a complaint about my order. What now?

We are always trying to do better and satisfy all our customers. So your feedback is super valuable to us.

Contact us at info@houseraccoon and we'll help you right away!
I have a store. Can I order b2b?

You can! Register on our B2B site and order lightning fast online!
Do you do collaborations.

You can. Contact us at info@houseraccoon.com for more info!
Pay
I don't have any of the required payment methods. What now?

Oops that's annoying! Contact us at info@houseraccoon.com, we'll be happy to help!
I have a discount code. Where can I add it.

You can add your discount code in the checkout!
I have a gift certificate. Where can I add it?

You can add your gift card in the checkout! Note: that's not the same field as the coupon code field. ;)
Something went wrong during payment.

Until we receive payment, the order has not gone through. You can just try to order again! If it still doesn't work, please contact us at info@houseraccoon.com!
Shipping
What are your shipping terms?

In Belgium & the Netherlands our packages take 1 to 3 business days to arrive. In the rest of Europe on average 2-7 working days.

Shipping is free from €50 for Belgium & the Netherlands. Below that it costs €6.5.

For other countries: you will automatically see the shipping rate in the checkout! Or read all about it here.
What shipping methods are available?

You can have your package delivered to your home or to a pickup point.
What couriers do you work with?

By default, we work with Bpost for all our packages in Belgium. In other countries (and exceptionally in Belgium) this can also be DPD, DHL or UPS. ;)
You're not shipping to my country. What now?

Oops, you may be the first! Just contact info@houseraccoon.com and we'll add your country!
Track & Trace
I did not receive a track-and-trace email. What now?

Be sure to check your SPAM folder! You will receive a track & trace the evening after your package is handed over to Bpost. You didn't get it? Please contact us at info@houseraccoon.com and we will quickly look up your track & trace.
Can I reply to my order emails?

Yes you can! Our order mails are sent with info@houseraccoon.com. If you reply to it, it will come directly to us and we will know your order details right away ;-)
Return
What is your return policy?

You can return up to 14 days after receiving your order. Since shipping is obviously not free, we do ask you to pay the return cost. Send a message to info@houseraccoon.com to receive a return label.

Once we receive the products back in original condition, we will refund you the purchase price (without shipping & return)!

Workshop tickets & personalized items are not returnable/refundable.

Read the full terms and conditions here.
Gift Card
How long is a gift certificate valid?

A gift certificate is valid as long as House Raccoon exists. We assume that is virtually infinite!
Where can I use my gift certificate?

You can use your gift certificate on all our products/services on our online store!