FAQ
Any questions related to orderingWe are a Dutch brand. All packages are shipped from the Netherlands.
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!
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! Our processing time is 1 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.
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 at the moment.
HorseGloss does not have a physical store and is only available online. If you need any help with sizing or something else, do not hesitate to contact us.
FAQ
Any questions related to shipping, returns & exchangesOnce 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.
Yes, we ship worldwide. Shipping costs will apply, and will be added at checkout.
Please Note:
We ship DDU worldwide (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 do not include any of these additional fees and they will need to be paid in order to release your items for delivery.
Lead times depends on the chosen carrier for your order and to which country the order needs to go.
Worldwide Express shipping is also available.
We work to process orders quickly so you can start crushing your goals in style! Our processing time is 1 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.
• 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
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.
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!
Unfortunately if you did not pick up your parcel, FedEx, GLS 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.
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.
