FAQ & Contact

If you have any questions which are not answered by our FAQs below, please contact our online customer services team who is available to assist you 7 days a week. We will get back to you as soon as possible.

1 FAQ
1.1 The product I'm looking for is sold out, does it come back in stock?

It differs per product whether an item comes back in stock. If you want to be kept informed about this, we would recommend you to register for the back in stock notification. You can find this by going to the sold-out item. A field will appear where you can leave your e-mail address.

 

It is also possible to email our customer service about this. Send an e-mail to info@horsegloss.com

 

 

1.2 How do I change my my details?

You can change your details by going to My account at the top of the page. When your personal account page appears, go to Addresses. Here you can change your (address) data.

 

 

1.3 How do I place an order at HorseGloss?

Shopping online at HorseGloss is fun & easy! When you have found an item in the webshop, select it and click on Add to Cart. If you have finished shopping, you can complete the order by going to your shopping cart and clicking on Checkout. On this page you enter all the required information, this is subdivided into 4 steps:

 

1. Invoice address

 

Here you enter your address details. At the bottom of the first step you can choose to have the order sent to the billing address or to another address. If you choose the second option you adjust the address details of the delivery address.

 

2. Shipping

 

If you live in the Netherlands shipping will only be €1,95!

 

3. Payment

 

At HorseGloss you can pay in the following ways:

 

- iDeal

- PayPal

- Achteraf betalen (Afterpay)

- Bancontact / Mister Cash

- Overboeking (SEPA)

- SOFORT banking

 

4. Place your order

 

* Orders placed on working days before 4:00 pm are shipped the same day. Take into account a longer delivery time on weekends and public holidays.

 

 

1.4 Can I change or cancel my order?

Changing or canceling an order online - after placement - is unfortunately not possible.

 

 

1.5 How long does it take before I can receive my order?

Orders that are received on working days before 4:00 PM are sent the same day by us. However, during the sale and during other promotions, it can happen that orders are sent the next day.

 

Internally, we ship with DHL on a free exclusive duty basis. This means that we only take care of the payment of the shipment and therefore not of duties, taxes and other levies due on import and costs of the customs formalities to be completed. Customers outside the EU do not pay VAT on the purchased goods.

 

 

1.6 What does a pre-order mean?

When a product is sold out, it can happen that you can place a pre-order for this. You can recognize these products by the bar with the text 'pre order' in the photo and the text with the description. You place your order and we hold the order until we have the stock. The description of the product indicates when we expect to send the product.

 

Are you placing a pre-order for a product with other items? The other products are sent and the product for which you have placed a pre-order will be sent later.

 

 

1.7 How do I track my order?

An order at HorseGloss is sent via standard shipping (letterbox post) and the status of the shipment cannot be tracked.

 

If it concerns parcel post you will receive a Track & Trace number from the relevant carrier.

 

 

1.8 What payment methods are accepted by HorseGloss?

At HorseGloss you can pay in the following ways:

- iDeal

- PayPal

- Bancontact / Mister Cash

- SOFORT banking

 

If you are in possession of a (personal) discount code, this must be entered before placing your order. Unfortunately it is not possible to deduct discount codes afterwards.

 

 

1.9 Where do I have warranty on?

Despite our strict material checks before starting production and sending the package, it can happen that jewelry arrives defective or becomes defective after wear. Below you will find an overview of the guarantee:

 

HorseGloss Jewelry

It is unfortunately impossible to give a guarantee on HorseGloss jewelry. These jewelry are made from organic parts. If parts come loose due to wear, they can often be easily repaired with pliers. In addition, it is our advice to keep jewelry out of the reach of liquids. Discoloration takes place when jewelry comes into contact with creams & perfumes or with an increased acidity. The advice is to handle this with care. Please note: we offer no guarantee for discoloration. If it is known that your skin contains a higher acidity, we recommend applying a layer of clear nail polish on the inside of the jewelry. If you receive something broken or damaged, we would like to be informed of this no later than 24 hours after the delivery date. We cannot be held liable after 24 hours.

 

Watches

We give a 3-month warranty on HorseGloss watches with an exception of batteries. If you receive something broken or damaged, we would like to be notified of this no later than 24 hours after the delivery date. We cannot be held liable after 24 hours.

 

Equestrian Fashion & Horsewear

On all items in the Equestrian fashion & Horsewear category you have a warranty period of 30 days. If within this period the item is damaged or another defect occurs, please send an email to info@horsegloss.com so we can solve it together.

 

We unfortunately do not give a guarantee on:

- Problems arising after washing and drying are your own responsibility

- Stones in Bridles, Brow band, Halters or Saddle pads. Our saddle pads need to be washed in a washing bag

- Sequins

- When your product has arrived, please check the zippers if they work correctly. If this is not the case notice HorseGloss no later than 24 hours after the delivery date

When you receive something that is broken or damaged, please notify us within 24 hours after the delivery date. We cannot be held liable after 24 hours.

Sale

We do not provide a guarantee for items purchased in the sale.

 

 

1.10 What rules apply during a SALE?

There are slightly different rules than normal during the sale. What you have to take into account during the sale is the following:

 

- If you have ordered an item and it comes later in the sale, then unfortunately we can no longer settle the discount with retroactive effect.

 

- Returning Sale items is of course normal possible, a voucher will be issued.

 

- During stack sales, you often no longer have the right to receive a stack discount when you return an item. In that case we will still meet you by giving you a voucher in the form of a discount code for the value of the returned item. So you will not get a refund, but you will receive a voucher.

 

- Discount on discount is not possible, so unfortunately discount codes do not apply to sale items.

 

 

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