For any further information, feel free to contact us at contact@houseby.com

ACCOUNT

How do I create an account?

To create an account, click on ‘ACCOUNT’ on the upper right hand side of the homepage.
Enter your email address to create an account and click on ‘Register’.
Check your inbox for a verification email and follow the instructions to confirm your account.
Once your email is verified, return to the website and log in with your new credentials.

How do I sign up for the newsletter?

To sign up for the newsletter, scroll to the bottom of any page and click on ‘Newsletter'. Fill in your email address and click on ‘Subscribe’.

How do I unsubscribe from the newsletter?

Open a recent newsletter email and scroll to the bottom where you’ll find an unsubscribe link. Click on ‘Unsubscribe’ and confirm your unsubscription.
If you have any issues or need further assistance, feel free to contact our support team at contact@houseby.com.

How do I delete my account?

If you wish to delete your account, please write to our support team at contact@houseby.com with ‘Delete My Account’ in the subject line.

PAYMENT

What payment methods can I use for my order?

We accept major credit and debit cards, including Visa, MasterCard, American Express, and Discover. You can also choose to pay securely via your PayPal account, or with Apple Pay or Google Pay, depending on the device you are using.

When will my account be debited?

Once the order is placed, you will be charged immediately. You will receive an order confirmation email shortly thereafter.

DELIVERY

What countries do you deliver to?

We deliver to over 200 countries around the world.
If you have a specific question relating to where we deliver, please contact our support team at contact@houseby.com.

What carriers do you use for shipping?

We use DHL for our shipping needs. D​​HL is known for its reliable and efficient service, ensuring that your orders are delivered promptly and safely.

How long does delivery take?

Our delivery times differ depending on the destination.

For deliveries within the European Union, please allow 1 to 2 weeks for your package to arrive. For international orders, delivery may take between 3 to 4 weeks, depending on the destination.

To ensure timely delivery, please verify that you have provided complete and accurate information regarding your delivery address, including street number, building number, staircase number, access codes, and any names or intercom numbers. Inaccurate information may lead to longer delivery times or require reshipment.
The lead times mentioned are indicative of the average processing and delivery duration. HOUSE BY® cannot be held responsible for delays caused by external factors.

For further information, please refer to our terms and conditions.

How much does delivery cost?

For deliveries within the European Union, shipping is a flat rate of 96 € (including all taxes and import duties).

For delivery to other international destinations, shipping is 80 € (not including any applicable customs and/or import duties).
Please note: customers outside the European Union are responsible for paying all applicable taxes and duties.

Will I need to pay customs or import fees?

For all orders within the European Union, there are no duties to pay, and our logistics partner, DHL, is responsible for paying the local VAT to the authorities. For all other countries, customers are responsible for paying any applicable customs or import fees.

Can I track my order?

Once your order has been shipped, you will receive the tracking number in an email. You can then track your package on the DHL website.

What happens if my shipment gets lost?

If your shipment gets lost in transit, we will do our best to assist you. Once the carriers have received the package, HOUSE BY® cannot be held liable for items that have been lost or stolen. In the unlikely event that this situation occurs, please reach out to DHL for further assistance.

What happens if I’m not home for the delivery?

Once your order has been shipped, you will receive a text message and an email from DHL for Delivery on Demand. This will allow you to choose your preferred delivery time.

RETURNS (IN THE EUROPEAN UNION)

What is your return policy (IN THE EUROPEAN UNION)?

HOUSE BY® is committed to providing products of the highest quality. If you are not satisfied with your order, we commit ourselves to offer a refund of the products concerned under the below conditions.

The right of retraction does not apply to artificial persons (i.e. companies).


The customer is responsible for return shipping costs.

Refunds will be processed within 14 business days following the date the returned item is received. The buyer will be fully reimbursed for the purchase amount and outbound shipping costs in accordance with the Chatel law. Return shipping costs remain the responsibility of the buyer.

How do I return my order?

Items must be returned in their original packaging and condition within 14 days of the date of delivery.

To request a return for an order, please make your request by sending an email to contact@houseby.com. Our customer service will provide all the necessary instructions, including the return address and a return authorization number that must be indicated on the return package.

What happens if I return an item that is not eligible for a refund?

In the event that damaged goods are returned, HOUSE BY® will return these to the buyer who will be responsible for the shipping costs.

RIGHT OF WITHDRAWAL

If you wish to withdraw from your purchase, please refer to our Terms and Conditions for details on the process, eligibility, and time frames.

RETURNS (OUTSIDE OF THE EUROPEAN UNION)

Due to the nature of the sale and the limited number of pieces, all sales to countries outside the European Union are final.