Customer care

1. HOW CAN I ORDER?

1. Click on 'Add to cart'.

2. Then choose the 'Check out' option.

3. Check your order in the Shopping Cart and add a discount coupon if you want

4. Scroll down and choose your shipping option.

5. Enter your address details (Housewolf is strictly confidential with the information provided by you)

6. Select the payment method you want to use. You can pay 100% safely with various payment methods. If you complete the order you will automatically be redirected to the secure website of Mollie.

 

2. HOW CAN I PAY?

You can pay at Housewolf with:

  • iDEAL
  • Credit card
  • PayPal
  • SOFORT Banking
  • Giropay
  • Bancontact
  • VVV Gift Cards
  • Yourgift cards

 

3. THE PRODUCT IS SOLD OUT, WILL IT BE BACK IN STOCK?

If we see that a product is loved, we will certainly try to restock it. On our Instagram and Facebook pages we will keep you updated, but you can also leave your e-mail address on the sold-out product page, then you will receive an e-mail as soon as the product is back in stock. Are you still very curious? Do not hesitate to ask your question via our chat function at the bottom right of the screen, instagram, facebook, mail or our contact form.

 

4. WHAT DOES 'NABESTELLING' OR 'BACK ORDER' MEAN?

If your desired product says it can be reordered (nabesteld/ backordered), it means that the item can not be delivered from our stock at the moment. We will then order / purchase your desired item(s) for you, in most cases this takes 1 to 2 weeks. When we have received the back ordered item(s), we will send the entire order.

 

5. WITHIN WHAT TERM WILL AN ORDER BE DELIVERED?

At Housewolf we know how impatient you can get while waiting for your beautiful items to arrive. That is why we strive to have your order delivered to you as soon as possible. If you have placed your order on a business day before 16:00 (4 p.m.), it will be sent the same day with PostNL/ DPD/ UPS or DHL. Once we have sent your order, you will receive a confirmation of your order and an email with the Track & Trace code so you can convieniently track your order. Warning; our e-mails can end up in your spambox!

 

6. WHAT ARE THE SHIPPING COSTS?

Shipping costs depend on the country you order from; you can find the costs for your country at the check out page. We are working hard on lower shipping costs for the future. We will keep you posted!

 

7. WHY HAVEN'T I GOT AN ORDER CONFIRMATION?

After placing your order you will immediately receive an order confirmation. No mail received? First, look into your junk mail. If you can not find it there, something has probably gone wrong with filling in your contact information. In that case, contact us directly so we can help get your order back on track.

 

8. CAN I CHANGE OR CANCEL MY ORDER?

In most cases it is no longer possible to change or cancel your order. The order is directly processed. But feel free to contact us so we can see if we can help you anyway.

 

9. HOW CAN I RETURN MY ITEM?

Is your purchase not quite what you expected? Too bad, but no worries! Within 14 days after receipt you can return your purchase, provided that it meets the rules below using this return form.

• We will not refund items without a return form.
• Items must not be damaged and must be returned in the original packaging.
• Return costs are for the sender. Unless you have paid with Paypal, click here for more info.
• Insure your return shipment if necessary, broken items (due to shipment) will not be returned.
• You are responsible for the package, until we've received it.
• Items that fall outside the 14-day returnpolicy will not be taken back.
• Return shipments that do not comply with our return policy can be returned for a fee.

 

10. MY PRODUCT IS DAMAGED, WRONG, INCOMPLETE, WHAT DO I HAVE TO DO?

We are very sorry that you have a complaint about an item supplied by us.

Always send us an email before you send the item back. We try to solve your complaint as soon as possible.

Damaged:

On all Housewolf items there is a warranty of 3 weeks. Mail us the complaint, the order number and a picture of the complaint to info@housewolf.nl. We will take care of your complaint as soon as possible.

You can not claim the warranty with:

* Damage by intent or negligence

* Exceptional wear

* A battery of the article which needs to be replaced

Incorrect order:

Have you received an item that you didn't order? Please contact us.

As soon as we have received your e-mail, we will ensure that you receive the item as soon as possible.

Incomplete:

Is there an item missing in your shipment? Do not panic! Contact us within 3 days and we will ensure that your ordered item is delivered as soon as possible.

 

11. I HAVE RETURNED MY ORDER, BUT HAVE NOT RECEIVED A CONFORMATION NOTIFICATION.

No worries! Then we have not received or processed your order. If we have received your return, we will send you a conformation notification by mail. You can expect the money on your account, credit card or PayPal account within 7 days of receiving your return.

 

12. I HAVEN'T RECEIVED A PACKAGING SLIP IN MY ORDER, BUT I WANT TO RETURN MY ORDER, WHAT SHOULD I DO?

Add a note to your return and mention: name, order number, item and reason for return.

 

13. I HAVE FORGOTTEN TO SEND MY PACKAGING SLIP WITH MY RETURN, WHAT SHOULD I DO?

Send an e-mail to info@housewolf.nl or via our contact form and mention the following information:

- Name, order number, item, reason for return and that you forgot to send your packaging slip.

- If you have a track and trace code send it along (so we can find your return faster).