Can I exchange/return items?
Please refer to our full returns policy here: https://horseware.com.au/pages/shipping
Returns for 'change of mind/size' product bought at full price are accepted with prior notification by phone/email within 14 days of purchase for refund/exchange/credit note. Please note due to Afterpay's non-refundable fees and charges, any refund for an order paid by Afterpay will be minus the fees.
Returns for 'change of mind/size' product bought on sale/promotion are accepted with prior notification by phone/email within 14 days of purchase for an exchange or credit note only.
Returns for suspected faulty product can be returned with prior notification by phone/email with date of purchase and order number. Where possible we will first try to determine the issue & outcome with clear photos from you as this speeds up the process greatly. If the issue cannot be fully determined by photos, product will be examined on return and if deemed a manufacturing fault, a replacement/repair/refund will be offered at our discretion. Products that are not manufacturing faults can only be returned after postage has been paid.
Please do not send an item back without prior discussion with us as these items will not be dealt with.
Contact us at firstname.lastname@example.org or (03) 83399003
If you are unsure of the rug sizing for your horse, please use our rug fitting guide found here.
Can I change or cancel my order?
If you would like to cancel or change your order please contact us straight away so that we can sort it out for you.
Can I get free shipping?
Yes you can! If you place an order of $250.00 or more, shipping will be free. This must be in one transaction only. We cannot refund shipping charges from multiple orders placed at the same time. We may also occasionally send you promotional codes for you to use where you can get free or discounted shipping rates.
Do you ship internationally?
We ship to NZ with shipping cost calculated at checkout based on the weight of your items up to a max of 20kg. For all other countries, please contact us directly to quote for shipping - email@example.com
How can I pay for my order?
We accept payment via Credit/Debit Card, PayPal and Afterpay
What shipping options are available?
We ship all orders as regular parcels with Australia Post on their eParcel service.
Orders of $249.95 and under are charged a flat shipping rate of $12. For orders of $249.99 and over shipping is free.
We ship to NZ - the postage cost is calculated at checkout based on the weight of your items up to a max of 20kg.
Shipping outside Australia is only available by quote, please contact us at firstname.lastname@example.org
When will my order be shipped?
We will do our best to process your order within 1 - 3 working days. Please note that this time frame will vary during busy periods such as Christmas or sale periods.
Are my details secure?
Yes they are. Our online store includes an 128-bit SSL certificate to keep your information secure – the same level of encryption used by large banks around the world.
What is a promotional code?
A promotional code (or promo code) is a code that allows you to take advantage of special prices. If you sign up to our e-newsletter and 'like' our page on Facebook, we will occasionally have exclusive promotional codes that will allow you to get a dollar or percentage amount off certain products.
Do I need to register to buy online?
No, you have the option of checking out as a Guest. However, if you wish to keep a track of all orders placed with us you will have to sign up for an account.
How do I change my details?
If you log into My Account you will be able to change your details.
How can I track my delivery?
We send the majority of orders as regular parcels with Australia Post using their EParcel service, tracking numbers are available and you should get an email or text from Australia Post once they have scanned the parcel into their depot.
For all orders shipped within Victoria, delivery usually takes between 2 - 5 working days. For all other states please allow between 3 - 7 working days for metropolitan areas and up to 10 working days for regional areas. Please note that delivery times may change due to circumstances beyond our control such as public holidays. If you need one of our products urgently, please contact us here.
Do you ship to PO Boxes?
Yes, we can ship to PO Boxes.
How can I contact customer service?
You can contact us by filling out this form.
Is GST included?
Yes. GST is already included in the prices of all our products.
What if my order is lost in transit or damaged?
If your order gets lost or is damaged in transit, please contact us within 10 days of placing your order.
What if I am sent the wrong item?
If we accidentally send you the wrong item, please contact us with your order number and we endeavor to send you the correct item to you as soon as possible.