FAQ

Order
How can I order a product?

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

That is usually possible. We will then make it up for you. Then count on a few working days up to a maximum of 2-3 weeks extra time!
Can I still change my order after checkout?

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

We always try to do better and satisfy all our customers, so your feedback is super valuable to us.

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

Yes, you can! Register on our B2B site and order online in no time!
Do you do collaborations?

Yes, 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're happy to help you!
I have a discount code. Where can I add it?

You can add your discount code at checkout!
I have a gift card. Where can I add it?

You can add your gift card in the checkout! Please note: this is not the same field as the coupon code field. ;)
Something went wrong during payment.

As long as we do not receive payment, the order has not been processed. You can simply try to order again! If it still does not work, you can contact us via info@houseraccoon.com!
Send
What are your shipping conditions?

In Belgium & the Netherlands our parcels take 1 to 3 working 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 pick-up point.
Which couriers do you work with?

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

Oops, you might be the first! Just contact info@houseraccoon.com and we will add your country!
Track & Trace
I have not received 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 has been handed over to Bpost. Didn't get it? Contact us at info@houseraccoon.com and we will quickly look up your track & trace.
Can I reply to my order emails?

Yes, that's possible! Our order mails are sent with info@houseraccoon.com. If you answer, you will come directly to us and we will know your order details immediately ;-)
Return
What is your return policy?

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

As soon as we receive the products back in their original condition, we will refund you the purchase amount (excluding shipping & returns)!

Workshop tickets & personalized items are non-returnable/non-refundable.

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

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

You can use your gift card in our webshop on all our products/services!