FAQ

The House of Products assortment is available for immediate delivery. If we receive the order before 14:00 (on business days), it will be shipped the same day. If the delivery address is in the Netherlands, it is often delivered the next day. For addresses in Belgium and Luxembourg, 2-3 working days apply. For other EU countries, approximately 5 working days apply. We are not responsible for any possible delays that may occur with our carrier DHL. As soon as the parcel is registered with DHL, you will receive an email with the track&trace link. We ask you to check the track&trace link for the current status and the expected delivery time of your order.

To provide the fastest possible delivery, House of Products' order process is fully automated. From the moment we receive your order it is automatically forwarded to the warehouse and the order is picked. Therefore, canceling or changing an order is not possible.

Because of our automated processing, it is difficult to modify orders. If you discover shortly after placing your order (within 15 minutes) that you forgot an item, it's best to contact us by phone at +31 (0)88 - 7127000.

If the delivery location is closed on certain days, please indicate this in the notes of your order. We will take this into account as much as possible. For example; if your store located in The Netherlands is closed on Tuesday, we will not dispatch the shipment on Monday but on Tuesday, so that it will be delivered on Wednesday.

It is unfortunately not possible to specify a specific delivery day when placing the order, because we depend on our shipping partner DHL for this.

Once we have handed the order over to our shipping partner DHL, you will receive an email with track&trace information. From that moment we can no longer change the delivery address or delivery time.

If the first delivery attempt was unsuccessful, please check the DHL track and trace information. A second delivery attempt is often made the following day. DHL will make a maximum of two delivery attempts; after that, the parcel will be returned to the sender. If a parcel is returned to the sender, we can resend it, but we will then charge shipping costs again.

The shipping costs depend on the country where the order needs to be delivered and the order amount. On this page you can find an overview of the applicable shipping costs for your situation.

The available payment methods are iDEAL | Wero, Bancontact, EPS, PayPal (not available in the Netherlands) and Credit Card.

Due to our automated processing system, we prefer direct payment methods such as iDEAL | Wero, Bancontact and Credit Card.

Yes, we offer volume discounts on many product groups. This means that if you order multiple pieces of an item number, you will receive a discount. The amount of discount depends on the number of items ordered. This is indicated on the product page. The volume discount is automatically calculated in the shopping cart.

If you are logged into your account, you can find your order history under ‘My Orders’.

House of Products works daily to reduce its footprint. From day one, this has been an intrinsic motivation — and now a necessity. How do we do this? Through this link you can read everything about sustainable entrepreneurship within our organization.

Our collection is constantly evolving — each season we present new designs and colour combinations. As a result, items are often only available for one season and are then replaced by a new design or colour. If you can no longer find a specific item (number) in the webshop, it means the item is sold out and no longer available.

It may happen that an item sells out and becomes available again later. If this is the case, a banner showing the expected delivery week (‘Expected week x’) will appear on the product. In this situation, you can indicate on the product page that you would like to receive an email as soon as the item is back in stock.

We understand that it can sometimes be difficult to judge items from a screen. That’s why it’s possible to schedule an appointment in our showroom in Mijdrecht, the Netherlands.

Additionally, House of Products presents the new collection twice a year at trade fairs and events both nationally and internationally. Once announced, you can find the dates and locations for the upcoming fair season on the trade fairs page. You can also stay informed through our newsletter and social media channels.

Please contact us within 72 hours of receiving your order via hello@houseofproducts.com. In your email, specify how the received order differs from what you placed. We also ask you to include your order number and, if possible, your customer number. This way we can assist you as quickly as possible.

If you discover that a received item does not meet the quality you may and can expect from House of Products, please contact us within 3 months after receiving your order via hello@houseofproducts.com. We can only process your complaint if your email includes a description of the complaint, the number of pieces or metres affected, photos showing the issue, the item number of the product in question, the order number, and if possible, your customer number. Once we have received all this information, we will look for the best solution. Sometimes we may ask you to return the item so that we can provide our supplier with a tangible example.

House of Products does not offer a right of return and we do not apply statutory cooling-off or withdrawal rights. We are also not obliged to accept returned items, except in cases where we have delivered incorrect items. In exceptional situations, we may occasionally make an exception from a service perspective, but in these cases, House of Products is the only party that can make this decision. If items are ultimately allowed to be returned, the return shipping costs are the responsibility of the customer.

Do you have a return request? Please contact us via hello@houseofproducts.com or +31 (0)88 - 7127000 mentioning the relevant order number, item number, customer number, and a description of your return request. We will then assess whether we can accept the item for return. A return will only be processed if prior permission has been requested and granted.

In this situation, please contact us within 72 hours of receiving your order via hello@houseofproducts.com. We will treat this as a return request. You will then receive a response as soon as possible informing you whether we can accept the item for return. Please note that the cost of returning the incorrect item is the responsibility of the customer.

The correct item can be reordered in our webshop. This order for receiving the correct item is separate from the return request.

Once the order has been processed in our warehouse, we will send the invoice by email. If you are looking for your invoice at a later time, first check your mailbox around the time the order was placed. If you still cannot find the invoice, please send an email to hello@houseofproducts.com.