Dog Corner Customer Service
Do you have any questions about us, your order or our shipping and returns policy? On our Customer Service page you can find our frequently asked questions and contact our customer service!
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Service notice: Temporary delay in customer service
Dear customers,
Please be aware that our customer service will be limited to 5 days a week between April 10 and April 18. The opening hours are as follows: Monday, Tuesday and Thursday from 10:00 AM to 4:00 PM, and Wednesday and Friday from 9:00 AM to 3:00 PM.
Yours sincerely,
ABOUT US
General questions
Who or what is Hondenhoek?
At Hondenhoek we share the same passion for dogs as you. We understand exactly what your four-legged friend needs to live a wonderful life with you. Our goal is to offer quality dog products at fair prices. Until April 2020 we were known as WOEF Boutique, but after a successful period of 6 years we thought it was time for a new start under the name De Hondenhoek. You can read more about us and meet our team on our "About Us" page in the main menu.
How do I get in touch with customer service?
You can contact our customer service at any time via this page. At the bottom of the page you will find our contact form, or you can also reach us via info@hondenhoek.com. Our customer service is available on weekdays from 9:30 AM to 4:30 PM and on Saturdays from 10:00 AM to 2:00 PM. Please note that our customer service is not available on public holidays in Belgium. In that case, we will answer your question as soon as possible on the next working day.
I have a question about a product before I order, what now?
Do you have a question about a product before ordering? No problem! Please feel free to contact our customer service via info@hondenhoek.com or the contact form below. Don't forget to clearly state which product it concerns, including the variant (if applicable), and ask your question. Our knowledgeable staff is ready to help you even before you make a purchase from us. We strive to make your experience at Hondenhoek as smooth and informative as possible.
How do I remove my data from your database?
If you wish to have your data removed from Hondenhoek.com's databases, you can exercise your right under GDPR legislation. Complete the online form and our legal team will ensure that your data is deleted from our system within 14 working days. Please note that these steps cannot be undone. All details known to us in our databases will be permanently deleted.
ORDER FROM HONDENHOEK
Orders
How do I place an order?
Placing an order at Hondenhoek is as simple as breathing. It's even easier than opening the door, getting in the car or going to a physical store. At Hondenhoek you can simply relax on the couch, in bed or even on the toilet and quietly browse through our catalogue. Easily find the products you are looking for and add them to your shopping cart. Then follow the simple steps to complete your order. No hassle, no stress, just convenience and fun!
How do I provide the name or telephone number for personalized products?
Choose the desired variant and/or size, if applicable, and add the product to your shopping cart. If you have any special instructions, such as a name or phone number, please enter them in the "Special Order Instructions" field. This way we ensure that your instructions reach us and we can process your customized order.
How do I upload my photos for personalized products?
Choose the desired variant and/or size, if applicable, and add the product to your shopping cart. Proceed to complete your order. As soon as we have received your payment, we will send you an automatic order confirmation. Please reply to this email with the desired photos you would like to add to your order. This way we can ensure that your order is completely to your liking.
What does "Reference Price" mean on your product pages?
The reference price is based on the price most frequently shown to our customers in the last 60 days, excluding promotions. At Hondenhoek we use fluctuating prices to meet the wishes of our customers and to offer the best possible sales price. As a result, we strive to ensure transparency and competitive advantage.
I had products in my shopping cart, but now they are sold out or more expensive!
Please note that products may be sold out or subject to change in price up to the time of payment and receipt of order confirmation. This can be to your advantage or disadvantage. At Hondenhoek we make daily price changes, but we do not always pass on the full price increases. Since August 10, 2022, we have been revising our prices due to the known increase in raw materials. As a result, the prices of products may have become either higher or lower in the meantime.
Can I still change my existing order?
At Hondenhoek we strive to process your order as quickly as possible, so that you do not have to wait long for your products. In most cases, we start preparing your order immediately after you place it. If you would like to make any changes within 24 hours of placing your order, please contact us directly via info@hondenhoek.com or the contact form below. We will do our best to fulfill your request and assist you further.
I have not received an order confirmation, what now?
Please ensure that you have entered your email address correctly when placing your order. You will receive an automatic order confirmation within a maximum of 5 minutes. Have you still not received an email after 5 minutes? Then check your spam folder. If the confirmation cannot be found there either, please contact us via info@hondenhoek.com or the contact form below. We are happy to help you.
SAFE & FAST PAID
Payments
In what ways can I pay?
At Hondenhoek we offer a wide range of payment options to make your purchase as easy as possible. You can pay safely and quickly with debit and credit cards through our reliable payment partner. We also accept payments via iDeal, Bancontact, PayPal, Apple Pay, Google Pay and Shopify Pay. This way we always have a suitable payment method available for you.
Is online payment safe?
Absolute! At Hondenhoek we take the security of your payments very seriously. We work with external suppliers who have secure and protected payment environments that meet strict security standards. You can rest assured that your payment is made via a secure SSL (Secure Socket Layer) connection, an encryption technology that ensures the confidentiality and integrity of your data. You can recognize the secure pages by the lock icon in your browser and the URL that starts with "https" instead of "http". This way we ensure that your payment is safe and protected at Hondenhoek.
WELL PACKAGED FOR ULTIMATE FUN
Shipping & delivery
Which countries do you ship to?
We currently ship to several countries, including Belgium, the Netherlands, Germany, France, Portugal and Spain. You can select your country via the drop-down menu at the bottom of our website or during checkout. If you live in another country and would like to order, please contact us via info@hondenhoek.com or the contact form below. We are happy to look at the options to ship your order to your country. Your satisfaction is our priority, so please do not hesitate to contact us and we will be happy to assist you.
What are your shipping costs?
At Hondenhoek we offer free shipping on all orders over €25 within our shipping regions. If your order is under €25, we charge a small fee of €3.95 for shipping. We strive to provide our customers with the best possible service and want to ensure that your order reaches you quickly and safely. Through our affordable shipping rates, we want to make it easy for everyone to enjoy our products. So place your order today and benefit from our fast and affordable shipping service!
What is the shipping time on your dog food?
At Hondenhoek we strive to deliver your order to you as quickly as possible. Orders placed before 12:00 on working days will be shipped within 2 working days with DPD or PostNL. This allows you to receive your order within 1-2 working days in the Netherlands and Belgium. For Germany and France the average shipping time is 2-5 business days, while for Spain and Portugal it can take 5-10 business days. However, it is important to note that deviations may occur due to crowds and delays. We will do our utmost to have your order delivered to you as quickly as possible and will keep you informed of any delays.
What is the shipping time for your exclusive clothing line?
At Hondenhoek we strive to produce and ship your order as quickly as possible. Orders placed on working days before 12:00 will be produced and shipped within 2-4 working days. After production, the average shipping time within our shipping regions is 1-5 business days. However, it is important to note that deviations may occur due to crowds and delays. We will do our utmost to have your order delivered to you as quickly as possible and will keep you informed of any delays.
What is your shipping time in general?
At Hondenhoek we use innovative contracts, which results in variable shipping times per product. On average, you can expect a delivery time of 5-12 working days. Please note that there is a processing time of 1 to 2 business days before regular shipping time begins. Please also note that orders are not processed on weekend days and public holidays. We would like to emphasize that crowds and delays can affect shipping time. We will do our utmost to deliver your order to you as quickly as possible and will keep you informed of any delays.
My order has been shipped but I want to cancel, is this possible?
Unfortunately, it is no longer possible to cancel your shipped order. However, you can always return the product according to our returns policy. Always make sure that you receive the product upon delivery. If you do not do this, we will not be able to initiate a return agreement and refund. For more information about our returns policy, please contact us at info@hondenhoek.com or the contact form below.
NOT GOOD? MONEY BACK!
Returns & warranty
I am not satisfied with my purchase, what now?
Most products we sell are covered by our 14-day money back guarantee. Please note that personalized items cannot be returned. For more information about our returns process, please contact us via info@hondenhoek.com or the contact form below.
Can I return my Hondenhoek Clothing product?
Please note that all of our clothing items are non-returnable. This is because our clothing is printed on-demand and we do not have stock of items already produced. Each garment is made especially for you once the order is placed.
We do everything we can to ensure that our products are of the highest quality. However, should an error occur during the printing process or if the product arrives damaged, we will be happy to replace it for you. In that case, please contact our customer service so that we can assess the situation and provide an appropriate solution.
Can I return my Hondenhoek Dog Food?
Unfortunately, fresh product is not covered by our returns policy. However, if you encounter any problem with the product, please immediately take clear photos and contact our customer service. We will work with you to explore possible solutions.
Can I return my personalized product?
Unfortunately, personalized products cannot be returned. In case of damage upon receipt, we will provide a suitable solution. Evidence via photos and/or videos is always necessary to identify the problem and discuss it with our specialists. This not only helps in finding an immediate solution, but also in preventing similar situations in the future.
How do I return my products?
Before returning a product, you must always contact us for the necessary instructions. Please ensure that you return the product in sturdy and undamaged packaging. Please remember to include all relevant information, as provided by our customer service, on the returns form so that your return can be processed quickly and correctly. Please note: We do not currently offer prepaid return labels and return costs are the buyer's responsibility and will not be reimbursed. We currently only offer a return address in Belgium for all our shipping countries.
When can I expect my refund?
After we receive your return, it will always be thoroughly inspected. The product must not be used and/or damaged. Once the inspection is complete and our customer service team has confirmed your return, you can expect your refund within an average of 3-5 business days. The refund will always be made in the same way as you originally paid. Please note that we cannot issue refunds to other bank accounts or cards.
Can I refuse an order at the door?
Although you have the right to refuse the order upon delivery, we strongly advise against this. If you refuse the order, the returns process will be initiated, which can often take several weeks to months. This is because the order must go through an economically viable return process before our supplier can refund us and we can refund you. To ensure efficient handling of your return and refund, we advise you to always accept the order and follow the normal returns process.
contact us
Customer service with a smile!
Our customer service team led by Anny Shah is available for you on weekdays from 9:30 AM to 4:30 PM and on Saturdays from 10:00 AM to 2:00 PM!