Frequently Asked Questions

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  • How do I place an order?

To place an order you must first add articles to your shopping cart and indicate what the desired quantity. If the article is available in different sizes or colors, you first have to make a choice before adding it to your cart. At the right top of the page, you can see your shopping cart by clicking on the icon of your shopping cart. You can always see how many articles you have in your shopping cart. Of course you can still customize things such as size, color or number. You can also remove items. If you would like to proceed, you can place the order by 1) creating an account if you are a new customer or 2) logging in with the email address and personal password if you already have an account. However, you can also shop as a guest so it is not required to create an account.

  • I want to change my password. How do I do this?

Change your password via “My Account“.

  • I forgot my password. How do I get a new password?

You can retrieve your password by clicking “Forgot Password?”.

  • How do I delete my account?

Please contact us via the contact form to delete your account. Please note that your account is not linked to your subscription to the newsletter. If you want to unsubscribe from the newsletter, you must click on the link at the bottom of the newsletter.

  • How can you pay?

To ensure your payments are properly & safely processed, we are working with Mollie. Mollie provides for a safe and transparent banking platform. You can choose one of the following payment methods:

  • Belfius Direct Net;
  • Credit Card (Visa / MasterCard / American Express);
  • Ideal;
  • KBC / CBC Payment Buttons;
  • Bancontact / Mister Cash; and
  • Sofort Banking.

Furthermore, the customer can also pay via:

  • Direct Bank Transfer (*); and
  • Paypal.

(*) Please note that the packet is only sent when the money is on our bank account. This may take several days.

  • Can I safely pay?

Most certainly. To ensure your payments are properly & safely processed, we are working with Mollie. Mollie provides for a safe and transparent banking platform.

  • At what address will I receive my order?

At the check-out you are able to specify the delivery address. In case you have an account, your personal information will be re-displayed. You can still make the necessary changes. Always carefully check whether your contact information is correct.

  • I live / am in the neighborhood. Can I pick-up my order to avoid the shipping costs?

This is possible. Please contact us at info@raisinstar.be and we will arrange something. We will also let you know how to disable the shipping costs at the check-out.

  • When will I receive my order?

We do our utmost best to deliver your order as soon as possible. All orders placed and paid before 20:00 will be sent the first business day that follows. For the exact delivery terms, please refer to our section “Order & Delivery”.

  • How do I return an order?

For more information, see our section “Exchange & Return”.

  • When and on which account am I refunded upon return of an item?

We will pay you back as soon as possible (within maximum 14 days), and this on the account from which the relevant purchase was made. If you paid via Paypal, we will refund the amount via Paypal.

  • I have a specific question or remark.

You can raise your questions and remarks via the contact form.

  • When can I expect an answer on my question?

We do our best to answer your question as quickly as possible. We aim to respond within a few hours.

  • I still have not received an answer to my question.

Normally we reply within a few hours. If you don’t get a response from us, please check your spam/junk folder (preferably via a desktop computer/laptop instead of a mobile). If our e-mail is not in this folder, please check with us at info@raisinstar.be to be sure that we have well received your e-mail. You can also reach us via our Facebook account.

  • Is it normal that I don’t get confirmation of my order?

That is not normal. Once you have placed your order, you will immediately receive an e-mail confirmation (at the email address provided by you). Should you not receive this email, please check your spam/junk folder (preferably via a desktop computer/laptop instead of a mobile). If our e-mail is not in this folder, please check with us at info@raisinstar.be to be sure that the order has been well received.

  • I am not able to select a shipping method when placing my order

Thank you for checking this with us at info@raisinstar.be