FAQ

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Ordering

How can I order a product?

Ordering is fairly simple. Select your favorite products and checkout.

Can I order a sold out product?

No, at the moment you can’t although we are constantly looking into ways of improving our service. Currently, we work together with Mivas, a social workplace were wonderful people carefully craft our products. The people working at Mivas need a certain work structure which can only be provided with in-stock orders.

Can I change orders after check out?

As long as you didn’t receive a ‘ready for shipping’ mail, orders can be changed by contacting us.
An easy way of contacting us is by answering on your order e-mail

I have a complaint about my order.

Please contact us and we will do everything to make you smile again!

I want to use your products as decoration in my business.

This is possible. Contact us for surprising conditions!

I have a store, I want to order wholesale.

This is of course possible. Just register for wholesale on our website (https://houseraccoon.com/wholesale-registration/) and discover all info/prices online. Or contact us for more information. 

Payment

I have none of the required payment methods.

We’d hate it if you couldn’t order our products because you don’t have the right card. Please contact us so that we can work something out for you!

I have a discount coupon. Where can I enter it?

You can use it on the checkout page in the field that says ‘Have a coupon?’. The appropriate amount will automatically be deducted!

Something went wrong during my payment.

As long as you didn’t reach the success page, your payment didn’t came through. Please try ordering again. Please contact us if the issue keeps happening.

Shipping

Which shipping methods are available?

Customers can choose between the following shipping methods:

– Home Delivery: the package is delivered to any address.
– Pickup Point Delivery: a shipping method where the package is delivered to specific pickup points. Ideal if you are not that often at a specific address!

Which shipping companies will handle my delivery?

At House Raccoon, we count on the experts at Bpost, DPD and UPS for our deliveries.

You don’t ship to my country. What should I do?

Please contact us if you live outside our regular shipping countries. We will try our best to get the products to your location.

Track & Trace

I didn’t receive any track & trace mail.

If you also did not receive a track & trace mail in the spam folder, please check whether you mentioned the correct email address/phone number and/or please contact us so that we can see what went wrong.

Can I answer on my order emails?

Yes, you can. Whenever you answer on an email from House Raccoon, you will be answered back. Easy.
(*) The only exception are the mails handled by our shipping suppliers.