Shipping Costs
The shipping costs are determined by the order value and the destination country of the package. These costs will be calculated and displayed during the checkout process, ensuring transparency before finalizing your order. For orders over €60, we offer free standard shipping within The Netherlands. For orders over €150, we offer free standard shipping within the EU. For orders over €400, we offer free standard shipping outside of the EU.
Processing Times
Our warehouse typically dispatches orders within 1-2 business days after receipt. For orders placed on regular business days before 15:00 Dutch time, we strive to ship your order on the same day. However, during special events such as product launches and sales, processing times may be longer. If you need your order urgently, you can select the Express Shipping option during the checkout process for faster delivery.
Transit Period
Estimated delivery times depend on your location and whether you choose standard or express shipping. Orders with standard shipping within Europe typically take about 1-7 business days in transit, while orders shipped outside of Europe may take between 3-25 business days.
Please note that these timeframes are estimates for standard shipping and do not account for potential delays that may occur during transit. For quicker deliveries, we offer Express Shipping options worldwide, operated by DHL. Orders shipped outside the EU may encounter customs clearance processes, which could lead to delays beyond the initial delivery estimates for both standard and express services.
Deliveries
All our shipments include Track & Trace. The carrier will make an effort to deliver the package to the address provided by the customer. However, if delivery cannot be completed, the package may be redirected to a nearby pick-up point for collection. This is a standard procedure by the carriers and does not guarantee delivery to your home.
Once your order is in transit, you will receive updates from the carrier regarding its status. You will have access to various delivery options through their notifications. Please follow the instructions in these updates to make any necessary changes, as we are unable to modify any details once the package is on its way.
If a delivery is unsuccessful due to issues related to the customer, such as an incomplete or incorrect delivery address, unavailability of the customer after multiple delivery attempts, failure to collect a package from a pick-up point, inability to reach the customer for import procedures, or rejection of the delivery, a handling fee of €35 will be applied for processing the return. This fee covers costs associated with packing, administration, and shipping. The fee will be deducted from your refund.
Customs Fees for Orders Outside the EU
All shipments originate from our warehouse in The Netherlands. Consequently, for orders destined for countries outside the EU, you may incur additional import duties to receive your package. Please note that these charges are beyond our control, and it is the customer's responsibility to cover them. Customs regulations differ by country, so we cannot provide an estimate of the fees that may apply. We advise customers to conduct their own research and reach out to their local authorities for further details if needed.
Damaged Items and Lost Orders.
Hexaris Equestrian cannot be held responsible for any products that are damaged or lost in transit. If your orders arrive damaged, please reach out to the shipping carrier or our customer service in order to initiate a claim. Be sure to retain all packaging materials and the damaged items before submitting your claim
Conditions of Returns
You may return an item within 30 days of receiving your purchase. Items must be returned in their original condition: clean, wrinkle-free, in the original packaging and hang tags intact and attached. Rider clothing and accessories may be tried on before making a return, provided that the items remain free of dirt, odors, or stains, as we cannot accept returns in such conditions. For hygiene reasons, horse gear should not be tried on the horses. Any items returned with horse hair, dirt, dust, odors or stains will also be ineligible for return. If a return is rejected, the customer will be responsible for the shipping costs to have these items sent back, and no refund will be issued.
On certain occasions, customers may receive gifts with orders by purchasing a minimum amount. However, if any item from your order is returned, resulting in the total value of the items retained falling below this minimum, the gift must also be returned in unworn condition, along with its original packaging and hang tags. If the gift is not returned, its retail value will be deducted from your refund.
Return Instructions
To return an item, please initiate the return through your client account on our website and select the items you wish to return. The eligible items will be displayed in your account once you request the return. Ensure that the product is sent back within 30 days, folded properly and packed securely in its original packaging with all hang tags still attached.
We do not provide a return label. The customer will be responsible for any return shipping costs, as well as customs fees, import VAT, and any additional charges.
Please return your items to our warehouse in The Netherlands. The return address and detailed instructions will be provided to you privately.
You remain responsible for the package until it has been received and registered by Hexaris Equestrian. Always retain a copy of your proof of shipment and allow up to two weeks for the return to reach our warehouse, as delays may occur due to local customs clearance.
Refunds
Once we have received your return and confirmed that all conditions have been met, we will process your refund. Refunds will exclusively be issued to the original bank account used for the purchase. Refunds will be processed within 10 business days.
Exchanges
If you wish to exchange your item for a different size, kindly return the original item following the instructions above, and then place a new order for the correct size through our website.
