FAQ

Ordering

Do you ship to other countries than the UK, Germany and The Netherlands?

Yes, we do! Please contact us through info@thesustainablehorse.com and we will personally handle you order.

Can I change/cancel my order?

We are really quick at packing up your order, which means we will not be able to make any changes or cancel your order.

The product I love seems to have disappeared from your web shop, what happened?

Unfortunately this means that this product is currently sold out. If you want to get more information about this product please contact our customer service team.

 

Will I be charged customs and import charges?

Orders that are being shipped outside of the European Union will be taxed by customs for import duties once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot tell you what the extra costs would be, as customs and import duties vary widely from country to country. However, these fees do not go to The Sustainable Horse, but directly to your government. For an indication of the customs & import charges in your country you can check out www.dutycalculator.com. We advise you to calculate these costs before placing an order so you will not be surprised by any charges you were not expecting.

 

Is it possible to return items that are bought (on sale)?

Yes it is. Returns must be made within 14 days after receiving your goods and have to be returned new, unused and and unopened. Please ensure all products are returned in their original packaging. The costs of the shipment back to us are on you. If the product you received has a technical problem please contact our customer service team immediately.

Returns that are damaged or soiled will not be accepted. Whenever this happens the customer will not receive a refund and our customer service team will send back the package that was declined.

 

How do I use my promo code?

Just enter the code in the coupon box in your shopping cart. Hit apply and you should see the updated total.