Maattabel

We are a Dutch brand. All packages are shipped from the Netherlands.

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

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

 Choose your preferred shipping carrier.

 3. Payment

 At HorseGloss you can pay in the following ways:

 - iDeal

- PayPal

- Bancontact

- Credit Card

- Klarna

 4. Place your order

Please make sure that all your information is accurate before checking out. Due to how our fulfillment centre process orders, we can not change incorrect addresses. If you need to make any address changes, please contact the chosen carrier. The sooner they know, the sooner they 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.

Changing or canceling an order online - after placement - is unfortunately not possible. You can use our return portal for a return label here

We work to process orders quickly so you can start crushing your goals in style!

Orders placed with standard shipping before 13:00pm CET are shipped out the same day.*

Orders placed with standard shipping after 13:00pm CET will be shipped out the next business day.*

Orders placed with Express shipping before 14:00pm CET are shipped out the same day.*

Order with Express shipping placed after 14:00pm CET will be shipped out the next business day.*

*Additional processing time is required during peak seasons, launch periods and during Black Friday weekend.

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 note, we do not offer gift-wrapping service at the moment.

HorseGloss does not have a physical store and is only available online. If you need help with sizing, please refer to our Size Guide available on every product page. For any other questions or assistance, feel free to contact us, we’re happy to help.

Free Shipping EU: €100, USA: $150, UK: £85

• United States: €13,40 (±$15,00) - Free on orders over $150*
• Netherlands: €4,40 - Free on orders over €100
• Belgium: €5,30 - Free on orders over €100
• Germany: €5,30 - Free on orders over €100
• France: €6,20 - Free on orders over €100
• United Kingdom: €9,80 (±£9,00) - Free on orders over £85*
• Switzerland: €14,30 - Free on orders over €100*
• Spain: €8,00 - Free on orders over €100
• Italy: €7,10 - Free on orders over €100
• Poland: €6,20 - Free on orders over €100
• Qatar: €22,40 - Free on orders over €350*
• UAE: €24,20 - Free on orders over €350*
• Canada: €22,40 - Free on orders over €350*
• Australia: €26,00 - Free on orders over €500*

Price list for Shipping per Country -> Click here

*NOTE:
We ship DDU outside of the EU (Delivery Duties Unpaid) also known as DAP (Delivered at Place). This means that the buyer/receiver is responsible for any duties, taxes, VAT, handling/customs clearance fees.
Please note the shipping costs stated do not include any of these additional fees and they will need to be paid in order to release your items for delivery.
Check with your country's customs office to determine what these additional costs are before making a purchase.

Return Policy

All returns must be postmarked within 28 days of order date. 
Products must be returned unworn, unwashed, make-up free, stain & hair free in their original condition and with all tags and liners attached.

Easy returns via our return portal HERE

We offer multiple shipping methods depending on your location. Once your order has been processed and shipped, tracking information will be provided.
Delivery times and shipping fees vary by destination and shipping method. It is the customer’s responsibility to review the applicable shipping times and costs at checkout or in our country-specific list. Delays caused by the carrier or customs are outside of our control.

We ship worldwide. For orders delivered outside the EU, we ship DDU (Delivery Duty Unpaid) meaning the buyer is responsible for paying any applicable duties, taxes, or customs fees upon delivery.
Customs processes may delay your order. These delays, and any additional charges, are beyond our control and are not grounds for cancellation or refund.

If your package is missing items or arrives with damage, you must contact us within 7 days of the recorded delivery date. Claims submitted after this period will not be considered.

To file a claim, you must provide:
- Your order number (starting with #)
- Photos of the packaging (if damaged)
- A description of the issue

We assess all claims on a case-by-case basis. Submitting a claim does not guarantee a refund or replacement.

Packaging Note:
If the packaging is damaged during transit but the product itself is undamaged and functional, no compensation will be offered.

If tracking shows your package was marked as “Delivered,” but you did not receive it, you must notify us within 7 daysof the delivery date.
After 7 days, the claim is no longer valid.
Once reported, we will open an investigation with the carrier.
This process can take up to 14 days. No replacements or refunds will be issued until the investigation is completed and the carrier provides a formal response.
Please understand that claims for “delivered but not received” are carefully reviewed to prevent fraudulent reports. We rely on carrier data and investigation outcomes.

Unfortunately if you did not pick up your parcel, FedEx, PostNL, GLS, Hermes or DHL will ship the goods back to us. We will refund you minus the shipping charges. When choosing for Service Point Location delivery instead of Home Delivery, you have the responsibility to pick up your parcel in time.

Refused packages that we receive are being handled like a return shipment.

The return shipping cost, the original shipping cost, and a €17 customs handling fee (for non-EU shipments) will be deducted from the refund.

We're sorry if you've received a faulty item! There's no need to return the item to us at this stage.

If you've purchased your item from our official web store horsegloss.com, send us a message and we'll look into this for you.

Please send our Customer Support Team:

- Your name and email address

- Order number (e.g #123456)

- Item name/description (if known)

- Photos that show:

1. The fault as clearly as possible

2. Full-length photo of the item

3. The HorseGloss logo and label

All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date.

- Head to our online Returns Portal within 28 days of receiving your order.

- Enter your order number (e.g. #123456) and email address. Please enter everything exactly as it appears on your order confirmation, including the # in your order number.

- Select which item(s) you're returning/exchanging and why.

- Dependant on your return method, you may need to download a returns label or present a QR code when returning. Simply attach to your parcel or present the QR code and take to your nearest drop-off point. Printerless options may be available.

- After you’ve dropped off your return, your parcel will first be delivered to the local courier hub before making its way to our warehouse. It can take up to 17 days to be received and processed by our Returns Team. If it’s been more than 21 days since you dropped off your return and you’ve not received an update, please get in touch with our Customer Support team.

- Once your refund is processed, it may take up to 7 working days for it to clear with your bank.

Do you want to send something back? Returning is no problem! You can ship back your order within 28 days after you have received the products via our return portal here.

All items can be returned when unused and with tags still on.

Please note:
- Socks can only be returned if they are sealed in their original packaging

- Saddle Pads can only be returned sealed in their original packaging

- The item(s) may NOT be worn or damaged and has to be clean.

- Watch out with makeup: items with makeup stains are also NOT eligible for a refund

- Items that fall outside the return time of 28 days will NOT be taken back.

- Free Products – If your return causes the total order value to fall below the minimum required to receive a free gift, you may either return the unused gift or keep it. If you choose to keep it or if it has been used, the value of the free item will be deducted from your refund.

- Returning is at your own expensive. We offer return labels via our return portal and these will be deducted from the order amount. 

- The items must be returned unused (fitting is allowed) and clean (so without hair, dirt and / or manure). Information cards and / or labels must be attached to the product as delivered. Articles must be returned in the packaging supplied (polybags).

No exceptions are made to the above conditions. Pay attention: if you return an item damaged, stained or outside the return period, the costs for resending to you are for yourself. So avoid unnecessary costs and only return in accordance with the conditions. All items are inspected on return.

- 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

A cleaning fee of €8 may apply to items returned in a dirty or soiled condition.

Refused packages that we receive are being handled like a return shipment.

The return shipping cost, the original shipping cost, and a €17 customs handling fee (for non-EU shipments) will be deducted from the refund.

Exchanges are currently not available. The only option that is available is to order again.

The short answer is, no. Unfortunately, we're currently unable to process combined returns and therefore require you to send your returns from different orders separately.

Furthermore, returns registered separately, even if from the same order, can't be processed if returned in one package.

Combining the returns into the same package my cause an error in your refund, so please package separately.

If you've already sent back multiple returns in one package, please let us know so we can look into this for you. Please retain any proof of return postage receipts as we may need to view these as part of your return query.

This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.

After we have received your return it can take 7-10 working days that we need to process the return. Please note it can take up to an additional 5 to 14 days for your refund to appear in your account once processed.

We're sorry if you've received a faulty item! There's no need to return the item to us at this stage.

If you've purchased your item from our official web store horsegloss.com, send us a message and we'll look into this for you.

Please send our Customer Support Team:

- Your name and email address

- Order number (e.g #123456)

- Item name/description (if known)

- Photos that show:

1. The fault as clearly as possible

2. Full-length photo of the item

3. The HorseGloss logo and label

All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date.

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