From where is the package shipped?
We are a Dutch brand. All packages are shipped from the Netherlands.
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They're located underneath the available sizes for each of our products. For any additional questions, contact us. We will ask your typical size and how you like to wear your tops, shorts, and pants so we can suggest the best size for you!
Can I cancel my order?
Changing or canceling an order online - after placement - is unfortunately not possible.
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.
If you live in the Netherlands shipping will only be €4,95!
At HorseGloss you can pay in the following ways:
- Bancontact / Mister Cash
- Credit Card
- SOFORT banking
4. Place your order
I entered the wrong address. Can I change it?
Please make sure that all your information is accurate before checking out. Due to how quickly we print and process orders, we cannot guarantee that we will be able to change incorrect addresses. If you need to make any address changes, please inform us as soon as possible. The sooner we know, the sooner we can start helping you out with those changes. HorseGloss cannot be held responsible for orders that are sent to addresses that are incorrectly entered. We are not liable to refund/replace this order.
I ordered the wrong item. Can I change the size?
If you need to make any size changes, please inform us as soon as possible. By e-mail: firstname.lastname@example.org or Whatsapp +31 6 15381028
How long until I get my order?
We work to process orders quickly so you can start crushing your goals in style! Our processing time is 5 business days from the day you purchased. Additional processing time is required during peak seasons and launch periods. You will receive a confirmation email when your order is shipped. If your tracking label has been created but your order hasn't shipped out past five business days, please email us.
***Please allow 5-10 Business Days for processing and shipping on orders placed during Black Friday weekend.
Can I send a product as a gift?
Yes, of course! Please make sure you state the name and delivery address of the recipient on your order and we will arrange this for you. Please note, we do not offer gift-wrapping service.
Do you have a physical store?
HorseGloss does not have a physical store and is only available online. If you need any help with sizing or something else, do not hestite to contact us.
Shipping, Returns & Exchanges
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
How long until I get my order?
We work to process orders quickly so you can start crushing your goals in style! Our processing time is 4-5 business days from the day you purchased. Additional processing time is required during peak seasons and launch periods. You will receive a confirmation email when your order is shipped. If your tracking label has been created but your order hasn't shipped out past five business days, please email us.
*Due to high volume, we’re currently experiencing a delay in order processing. We’re working hard to get your order to you as quickly as possible.
Why was my return or exchange denied?
• Signs of washing or excessive wrinkling
• Item(s) smelling of smoke, perfume, deodorant, etc
• Excessive animal/human hair, fuzz, lint, etc
• Signs of wear (makeup, stains, smell, etc.)
• Returned without original packaging or tags
• We do not allow returns for socks or jewellery due to hygienic reasons
What can be done about customs & duty fees?
Your country of residence imposes these fees for ordering items outside of your country. Unfortunately, import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs are before making a purchase. HorseGloss is not responsible for any additional fees or custom fees your country imposes on retrieving your package.
Where is my refund?
Please allow 10-15 business days for the funds to return to your account. If you do not see the refund within this timeframe, contact your bank or card issuer. If it has been more than 16 business days, please contact us, and we will look into the refund for you!
I did not pick up my package at a pick up point and has been send back. What should I do?
Please e-mail us so we can have a look where your package is now.
What do I have a guarantee on?
Did you made a purchase at HorseGloss within 8 weeks and you have a problem? Please contact by e-mail with pictures of the problem. Was the item purchased longer than 8 weeks, the warranty will not be valid. If you still have questions you can always send us a message.
The following will not have warranty:
• Buttons. All HorseGloss Breeches & Leggings have spare buttons within the ziplock bags where the products arrive in. Do you need an extra spare. Please contact us.
• Stones. All HorseGloss items which contains stones have spares shipped with the product in a ziplock bag. For the durability of the items, please follow the washing instructions shipped with the package. Washing warmer than 30 degrees will shorten the life of the glue on the stones.
• Pilling. All HorseGloss products are designed with high quality fabric that don't pill from itself. However rubbing the fabric towards something rough can cause pilling on the fabric.