*Please note to use # in your order number*
Returns
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.
WHICH ITEMS CAN BE RETURNED?
- Socks can only be returned if they are sealed in their original packaging
We do have a number of small conditions for returning, namely:
- Sample Sale items are excluded from standard returns.
- 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, after returning an item, the remaining order value falls below the value required to qualify for the free goodie(s), you have the option to return the free goodie(s). If the free goodie(s) have been used or you decide to keep them, their value will be deducted from your refund.
- Returning is at your own expense. You can purchase a return label directly through our return portal. The return shipping costs are paid when registering your return. Once we have received and processed your return, you will receive a full refund for the returned item(s).
- 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. If possible, return the articles in the packaging supplied.
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.
A cleaning fee of €8 may apply to items returned in a dirty or soiled condition.
For refused packages, the return shipping cost, the original shipping cost, and a €17 customs handling fee (for non-EU shipments) will be deducted from the refund.
If you are returning from outside the EU, please clearly state the below on your return parcel:
RETURNING GOODS: 0% VAT, 0% DUTIES
ALL TAX AND DUTY PAID, NL RETURN, NO COMMERCIAL VALUE
Please note HorseGloss will not be responsible for any customs or import charges.
FAQ Returns
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.
