Frequently asked questions
I made an order, what now?
A tracking code will be sent to you by email as soon as the order has been processed so that it can be tracked. In addition to the shipping time, there is also the production time. Here is an estimate: Classic products (anything customizable/personalizable) take around – 48 / 72H. TheOne or Luxury products – 24 / 48H. NON-personalized jewelery – 24 / 48H. Personalized jewelry- 3-6 weeks.
When will my parcel arrive?
The shipping time is roughly 24 / 48H from the time you make the deposit. There is also production time to consider, which varies depending on the item you ordered. We do our best to ship within 24H but we cannot guarantee it.
Orders leave from the headquarters on Mondays, Wednesdays and Fridays. If the order is placed before 12:00 on these days, it will be shipped the same day, otherwise the preparation will start the next day.
My parcel is late, what happened?
The processing time for each order varies based on the specific item you've purchased. Our standard shipping time is between 24 to 48 working hours. After we've handed your parcel over to the trusted courier, please reach out to GLS if your delivery exceeds the time frame they've established.
I have a question regarding an order, what to do?
We don’t only strive to make excellent horse browbands & accessories, we also want to provide you with excellent customer service! You can reach out to us via WhatsApp, we are happy to help!
I need my order urgently, what options are available to me?
We do our best to ship ASAP but once the order leaves our warehouse, we don't have control over it. If you have any questions or problems, you should contact the corresponding post that is handling your order (for ex. Italian Post Office, UPS, DHL etc.). The best thing is to order in advance!
I made a mistake, can I change my order?
We all make mistakes! Which is why we make it possible for you to cancel the order if it is a NON-CUSTOMIZED item (such as TheOne browbands) and within 12 hours of purchase. In case the size is wrong, the item can be exchanged by contacting us ib WhatsApp (+39) 351 901 3436
When are your opening times?
Please note we do not work on weekends and holidays. Therefore, if an order is made within the times, please note it will be shipping in the next working hours or days. Our working times are Monday, Wednesday and Friday from 9:00 to 15:00.
My order is damaged, what do I do?
If the order was made, for example, within the last 14 days of purchase and has NOT been damaged due to wear or other external causes, then you can go to the SHIPPING AND REFUNDS section and return it for free. If, on the other hand, the product is damaged due to wear, then contact us via whatsapp and we will check if it is possible to repair it. The cost of the repair (12 euros) plus shipping (12 euros) will be paid by the sender.
Do you sponsor horse rider? I'm interested!
Unfortunately, we currently don’t offer sponsorships. However, if you're interested in selling our products for a commission or percentage of sales generated, contact us!