Thank you for shopping at HORSE-IN-THE-BOX, we hope you love your purchase.
However, if it’s not quite right you are welcome to return it for or exchange or refund.
- Item(s) must be in new and original condition as purchased, with all labels, tickets attached, including original packaging where it is applicable.
- The item(s) must be returned within 14 days of the date shown on the tax invoice.
We understand that if the item was purchased for a gift it may take longer to find out that it wasn’t right, and provided that the item is in perfect condition, including tags we may grant extension to return the item.
- Copy of the original Tax Invoice and the RETURN AUTHORISATION form must accompany the goods. If you have lost your invoice please let us know; if the purchase was made online we normally are able to re-print the invoice.
- Please note that freight costs are non-refundable; refund is for the price of goods only, and will be given using the same method the purchase was made.
- If the item(s) need to be exchanged, additional freight cost may apply.
All of our products are from reputable manufacturers, and it is a very rare occurrence that we have a faulty item. However if it happens we will either:
- Repair it if possible
- Replace the item with the same item originally purchased (subject to stock availability)
- Exchange it for another item
- Offer credit note or refund
Please state your preference on the returns/exchange form.
Please note that reasonable wear and tear that occurs as a result of normal usage, or if the item was not laundered according to the manufacturer’s instructions are not considered as fault.
We recommend sending your return/exchange via registered post, so you are able to track it if necessary. Australia Post Express satchels are a convenient way for posting clothing and accessories.
Please make sure that the items are well packaged. HORSE-IN-THE-BOX will not take any responsibility for lost parcels or items that are damaged in transit. Your exchange will be processed in a timely manner (usually 1-2 business days) and new item(s) sent back to you, or the refund will be processed. In busy times or when we attend events it may take longer to process the transaction, so please allow up to 7 business days after receipt of the returned item. You will receive an email confirmation when we sent the new items or processed the refund.
Please send Returns/Exchanges to:
17 LAWLER LANE
COLDSTREAM VIC 3770
If you have any questions we are here to help: Email: firstname.lastname@example.org T: 03 9739 1669
The goods are generally dispatched the following business day after the payment is received. If the payment is received by 1pm we often can dispatch the same day.
Please take into consideration that direct bank transfer may take up to 2 business days to receive, and cheque clearance may take up to three business days.
Please note that in busy times, such as before Christmas, or when we are at major events, there might be a slight delay with dispatching the goods.
Freight is via Australia Post registered service. The delivery time depends on your location and the service you choose. We can deliver into PO Boxes.
As a guideline within Australia:
Clothing/accessories: 1-3 business days to most locations (except some parts of WA, QLD and NT)
Larger orders, boxed items:
VIC : 1-2 business days NSW, SA : 2-4 business days QLD : 4-5 business days WA : 3-6 business days
Express service: in normal postal service areas: 1 day; outside of these areas: fastest possible delivery.
Europe, USA, Canada, Japan, New Zealand: app. 6-14 business days.
Delivery not received:
Please make sure that you enter the correct delivery address and contact details at the time of ordering. Should you enter the wrong details and we have re-send the item(s) additional freight charges will apply.
If you haven’t received the item in the time frame we have quoted please first check your letterbox for a card left by Australia Post to collect the item from the local post office.
If they have attempted delivery while you were not home, they will leave a card and keep the item in the Post Office for 7 days.
If there is no card left, please contact us immediately. All orders are sent with registration and we are able to track the progress of the delivery. If a card has been left for you, but the goods have not been collected in 7 days, and as a result returned to us, additional freight charges will apply to re-send the goods.
Out of stock items:
If an item is on our website but the colour/size combination you wish to purchase is not available, please contact us via email, or phone. In most cases we are able to order the item for you, unless it is discontinued.