FAQ

ORDERS:

How to cancel or change my order?

When your order is placed, it is sent directly to our warehouse. Therefore, it is rarely possible to change or cancel an order. However, please feel free to contact us by telephone via 4911 0000 or by sending us an e-mail with your questions to info@racoonoutdoor.com

Once your order is sent from our warehouse you will receive it within a couple of days. You are therefore kindly asked to place a new order and return the first order to us. 

When will the amount be charged to my card?

We charge your card once your order is packed and shipped from our warehouse.

I have received the wrong item, what should I do?

We are sorry to hear that you have received an incorrect item or size from our warehouse. Please free to use the return label which is packed with your order and send the item/s back to us.

Place a new order via our webshop.

Which size should I choose?

We know it can be difficult to decide which size to purchase for your child. We recommend choosing a size based on your child's height. All of our sizes are available on our size chart which is available here: Size Chart

What is important when choosing outerwear for my child?

Racoon Outdoor always works with the best materials and makes sure that all of our outerwear is treated to keep your child warm and dry. Please feel free to read about our technical properties here: Racoon Functionality

Delivery 

Which countries do you deliver to?
We ship to the following countries within the EU: Italy, Sweden, Belgium, Finland, Estonia, Czech Republic, France, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia and Spain. 
Which delivery couriers do you ship with?
We ship with GLS.
Has my order shipped?
When you order is shipped you will receive an e-mail with tracking information. If you are still in doubt please contact us by telephone via 4911 0000 or by sending us an e-mail with your questions to info@racoonoutdoor.com
Why haven't I received my order?
If you haven't received you order please contact us by telephone via 4911 0000 or by sending us an e-mail with your questions to info@racoonoutdoor.com
Can I track my order? 
When your order is shipped, you will receive an automatic message from GLS which will allow you to track your parcel. 
What are your shipping prices?
Shipping costs vary from country to country. You will find your shipping price at checkout. 
When can I expect to receive my order?
All orders placed before 14:00 on weekdays will ship the same day. 
What if my shipping address is incorrect?
If your parcel can not be delivered due ti incorrect shipping information, GLS will return the parcel back to us. We will notify you once the parcel is in our hands so that we can verify the correct shipping information together.
What if I no longer wish to receive my order? 
You can always refuse to accept the parcel. If this is the case, the parcel will be returned to us. We will notify you once the parcel has returned to us. We can either refund the amount or send you a new order. 
My order is delayed / I have not received my order?
If you have not received your order after 5-7 business days, we kindly ask you to contact our customer service at   info@racoonoutdoor.com

Returns 

Would you like to cancel your purchase?
You always have the right to withdraw from your purchase and have 90 days from date of receipt to return your goods. Once we have received the product/s in the original packaging we will issue a refund for your purchase.

Please send directly to:

PRIME CARGO A/S - att. Pure Kids A/S

Terminal 1, port 4-9

Profilvej 4, 6000 Kolding

Please note: Return costs are the customers responsibility. Racoon Outdoor is not responsible for return items lost in transit.   

Exchanges
If you would like to exchange a product please return the original product/s as described below. 

In order to be able to process your return:
Fill out the return form with customer and goods information.

What amount will be refunded when I return goods?
If you return the entire order, you will be refunded the amount you paid at the time of purchase. That means including shipping costs minus the costs for the return. If you return fewer items than the entire order, you will only be refunded for the items you are returning.

Once we have received and processed your order, the money will be credited to your account after 10-12 working days. The amount will be transferred to the account that you used when purchasing.

Refund if you have a new card or your card has been blocked

If you would like to cancel your purchase and return the goods, but your account details have changed in the meantime, please contact our customer service department at info@racoonoutdoor.com before returning the goods. We will then find an alternative repayment option.

Return of wrong or faulty goods
If you have received the wrong article or something is missing from your delivery, we ask you to contact our customer service at info@racoonoutdoor.com or by phone at +45 49 11 00 00 so that you can receive new goods or the delivery as soon as possible can be reimbursed.

Claim
You have 2 years of complaint on all items purchased from racoonoutdoor.com 

This means, depending on the specific situation, that the items will either be repaired or exchanged, or that you will receive your money back or a price reduction.

Please contact customer service at info@racoonoutdoor.com or by phone at +45 49 11 00 00 if you notice any errors in the goods. We ask you to send us a photo of the error so that we can quickly assess how we can best fix it.

The right of complaint applies to all articles that are considered defective according to the legal regulations on buying and selling. The complaint must be made within a "reasonable period" after you have noticed the defect in the goods.

A prerequisite is of course that the complaint is justified. The right to complain does not include defects that arise from normal wear and tear, the use of force and / or incorrect use / washing.

Do you have any further questions?
If you have any questions, please feel free to contact us at the following email address: info@racoonoutdoor.com