FAQs

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Faq Holiday FAQ's What are your shipping cut-off times for delivery by Christmas?

Sending as early as you can, and before the following dates means your parcel has the best chance of arriving in time for Christmas. We'll be in the warehouse packing and sending orders right up until Christmas Eve.

Deliveries within Australia (excluding VIC): our delivery partners recommend using Express Post and ordering by Saturday 19th December.

Deliveries to Victoria: our delivery partners recommend using Parcel Post by Saturday 12th December.

International Shipping (US, UK & NZ): Please allow 3-7 business days for delivery once your order has been dispatched from our warehouse. For Christmas delivery please order by the 12th December. 

International Shipping (Rest of the World): Please allow 3-5 business days once your order has been dispatched from our warehouse. For Christmas delivery please order by the 16th December. 

Faq Holiday FAQ's

Do you offer an extended return/exchange period for gifts purchased for Christmas?

Any full price non-personalised purchases made from the 3rd December can return their item up until the 10th January. (As long as the item is in original, unused and unworn condition). 

Faq
General

Do you sell replacement straps?

We offer replacement 20mm wide straps so you can have a clean, fresh start once you have worn your existing vegetable tanned band in. All of our current bands come with a simple pinch pin making it easy to swap and refresh. If your old strap has a traditional pin you will need to take your new strap and timepiece to your local jeweller or watch repairer to swap over the old for the new. It's an easy job and most jewellers will do this while you wait. Please note the 20mm Original strap is only compatible with the Original, Resin, D Series, Heritage, Chronograph and Stone watches.

18mm straps are now available on our website, these will fit on the Mini Original, Mini Resin, Mini Chronograph, The Minimal: 40mm

Faq
General

How can I care for my leather straps?

Our leather straps are made using Italian full grain, vegetable-tanned leather. No pigments are used to hide leather defects and in some cases, some scratches and marks will be visible on the leather as a result of the natural process – particularly the tan and vegetable tan leather bands. This is normal and not to be seen as a defect.
Please note leather is a porous material so to preserve your strap we recommend avoiding coming into contact with water, moisture, oils, perfumes or cosmetics as this will significantly deteriorate the lifespan of the item. Avoid over-exposure to extreme heat or direct lighting.

    Faq
    General

    Are the watches waterproof?

    Our Ocean Collection is 200ATM and the only completely waterproof watch in our collection.

    Most of our Time Teller styles are 5ATM, and The Classic is 3ATM which means exposure to high humidity and light rain showers is acceptable. Avoid wearing the watch whilst showering, swimming, diving or during any other activity where it may be subject to abnormal water pressures or environments where heat and moisture are present.
    Although because the watch has a leather strap – we wouldn’t recommend getting it wet at all, as that will significantly shorten the lifespan of the band.

    Faq
    General

    Do you have any stockists that I can visit to try a Horse product on?

    Yes! Please visit our Flagship Store at 89 Pittwater Rd, Manly, Sydney. Also, we are building our selection of stockists in Australia and around the globe. Please check the Stockists page for stores carrying our products. 

    Please note: our stockists do not carry our full range, they have a selection of their choice.

    Faq
    Shipping & Handling

    What are your delivery charges?

    Shipping within Australia is free for all orders over AUD100. Under AUD100 is AUD7.95.

    Worldwide shipping is free for all orders over AUD100. Under AUD100 is AUD14.95.

    More information about this can be found at the following link:
    http://www.dhl.com.au/en/express/customs_support/duties_taxes/duties_taxes_receivers.html

    Faq
    Shipping & Handling

    When can I expect my order to arrive?

    All orders placed before 12pm on weekdays will be processed and shipped on the same business day from our Sydney warehouse. Orders placed after 12pm will be dispatched the next working day. Orders placed on weekends and public holidays will be processed within 24 hours of the next business day. 

    Please note: during sale periods on our website, please allow an extra 1-2 business days for your order to be processed and dispatched from our warehouse.

    Once dispatched, standard e-parcel provides The Horse customers with a 3-5 business day delivery service within metropolitan areas, however, please allow an additional 1-2 business days for locations outside of metropolitan areas, Western Australia, South Australia, Far North Queensland, Northern Territory and Tasmania.

    Express:

    Orders shipped by express e-parcel can be expected to arrive within 1-2 business day for metropolitan areas and up to 3 business days for non-metropolitan areas, Western Australia, South Australia, Far North Queensland, Northern Territory and Tasmania.

    Please note due to stage 4 lockdown restrictions in Victoria, parcels sent via Express and Standard e-parcel post could be delayed up to 14 business days with Australia Post. 

    Faq
    Shipping & Handling

    Do you ship internationally?

    We ship to New Zealand, USA and the UK with Seko Express Omni Logistics Service. Please allow 3-7 business days once your parcel has left our warehouse for delivery.

    Rest of the world is shipped via DHL Express Service. Please allow 3-5 business days once your parcel has left our warehouse for delivery. 
     
    International Duties and Taxes: 
     
    Any orders going to the US, UK and New Zealand should not encounter any customs and duties fees. 
    Any orders shipped with DHL to rest of the world will encounter taxes and duties set by the country of destination according to the laws of the land an unfortunately this is something we have no control over.
    For more information about DHL and customs fees, please see link below: 
    Faq
    Shipping & Handling
    How can I track my order?
    Parcels shipped with Australia Post, please use the following link: 
    Parcels shipped with Seko Logistics Express, please use the following link: 
    Parcels shipped with DHL, please use the following link: 
    Faq
    Shipping & Handling
    Help! I need to change / cancel my order details.

    Please email us immediately at info@thehorse.com.au with the subject title "CHANGE OF ADDRESS"/ "CANCEL MY ORDER".

    Please provide your invoice number, and the new address. We will do our best to make the amendments before your order is despatched. Please note if your email is not titled correctly we can not guarantee your request will be caught before dispatch.

    Faq Click & Collect When can I collect my order?
    Any orders placed before midnight will be ready to be collected the next business day between 10am - 4pm. You will be notified via email or mobile when your order is ready to be collected. To avoid disappointment, we kindly ask that you wait until you have received an email confirming your order is available to collect before making your way to our warehouse. 
    Faq Click & Collect What do I need to bring when collecting my order? To collect your order, simply bring photo ID along with your email confirmation.
    Faq Click & Collect How much does Click & Collect cost? Click & Collect is free of charge.
    Faq Click & Collect Where do I collect my order from? Orders can be collected from our HQ at 10 Kiama Street, Miranda. Please note: Click & Collect is currently not available from our Manly store.
    Faq Click & Collect Can I send someone else to collect my order?
    Yes. Should you wish to nominate someone to collect on your behalf, please forward your confirmation email to them
    Faq Watch Engraving
    What can I get engraved on my watch caseback?
    You can choose between initials and a short message. Initials between 1-3 characters and message limit of 24 characters and 2 lines. 
    Faq Watch Engraving
    Can I choose my own font or letter size for engraving?
    We are unable to change the style / font and size of the engraving, these are determined based on the case back size of the watch. 
    Faq Watch Engraving
    How long does engraving take?
    As the engraving is performed in our Sydney Studio, it may take an extra business day or two for your order to be dispatched from our warehouse.
    Faq Watch Engraving
    Can I return an engraved watch?
    Engraved watches are covered under our standard warranty. However, due to the personalised nature we are unable to provide and exchange or refund for change of mind.
    Faq Monogramming
    What is monogramming?

    Monogramming adds a beautiful, personal touch to our leather accessories. Traditionally a monogram consists of a persons 2 or 3 initials. Our website offers a Monogramming Preview on all products that have the option to be monogrammed.

    All our monogramming is done by hand in our Sydney studio using traditional machinery.

    Faq Monogramming How much does monogramming cost?
    We charge an additional $10 for monogramming. You may enter up to 2 - 3 initials in upper case block letters only (no symbols).
    Faq Monogramming
    Can I choose a foil colour?
    Yes, you are able to choose from Gold, Silver, Copper foil or blind deboss. If the item you are purchasing includes hardware, we recommend complimenting the foil colour to the hardware or choosing a blind deboss. 
    Faq Monogramming
    Can I choose the positioning of the monogramming?
    No. We’ve carefully considered the positioning of the monogramming on each of our leather pieces so placement is limited to one pre-determined location.
    Faq Monogramming
    How do I personalise my order with a monogram?
    If a product is suitable for monogramming, you will be able to choose this option from the product page before adding the item to your shopping cart.
    Faq Monogramming
    Can I return my monogrammed product?
    No. Due to the personalised nature of monogramming, we do not offer returns for monogrammed goods.
    Faq Exchange & Returns How do I exchange an item?
    Please visit our returns portal, using the link below to process your exchange. Please have your order number and email address used to place the order ready to fill in your details (please ensure your order number is entered using ‘O’ not ‘0’). Please note we do not accept sale items, personalised items or items not in original, unused and unworn condition.
    If you have any questions with this, please email info@thehorse.com.au and our customer care team will be able to assist you.
    Please note we do not offer free returns for change of mind, however we will send the exchanged item out free of charge within the week of receiving the item in our warehouse.  
    Faq
    Exchange & Returns
    What is your returns policy?

    1. Complete the online returns portal. 

    You can return any full priced item within 14 days of purchase if the item is in the same condition in which it was shipped. Start by clicking through to the returns portal below.

    2. Print and attach your returns label. 

    Package your return in our reusable satchel making sure you remove any old labels. Then attach your new shipping label. If you don’t have a printer, a post office can print the label for you.

    3. Send back to us.

    Drop off your parcel to the closest Post Office, Red box or Parcel Locker so we can track it safely back to us.

    CREATE MY RETURN

    Faq
    Exchange & Returns
    Do you accept returns on sale items? No. We do not accept exchanges or returns on sale items, monogrammed or engraved items.
    Faq Warranty How do I make a warranty claim on my watch?

    We stand behind the products we create. If you believe your product has a manufacturing defect within 12 months of purchasing the product from our online store, we apologise. Please get in contact with us via our email info@thehorse.com.au and provide your order number and photos of the watch / suspected issue. Our customer care team will respond to you as soon as they can. 

    Our stockists are responsible for their own stock, returns and warranty claims, so in this case you will be required to take your watch back to the stockist along with the proof of purchase and they will be able to look after this for you.

     Once we have received your claim, if the covered component proves to be defective in material or craftsmanship under normal use, it will be repaired or the watch will be replaced free of repair charges. You will be notified via email from us, and your working watch will be sent out via express post and a tracking number via email. We aim to process your claim within the week of receiving it.

    Please note we are only able to accept returns on items purchases from our website or Manly Flagship store. 

    Faq Warranty How long is the warranty period?
    Our warranty covers your watch for a period of 12 months, if purchased directly from our website.
    Faq Warranty What is covered by warranty?

    During the warranty period, the watch movement, hands, and dial are the only components covered under this warranty. This means that if the materials in your watch aren't right or if the watch isn't put together correctly, we'll repair or replace it.

    The warranty doesn’t cover:

    • Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear.
    • Defects of internal or external components due to contact with water or moisture. The Original Time Teller is 5ATM, and The Classic is 3ATM which means they can only be subjected to light splashes/moisture. We advise against wearing the watch during activities such as showering and swimming, during which the watch can be exposed to more than minor splashes.

    As our straps are all genuine leather they are subject to general wear and tear and are therefore not covered by our warranty

    The warranty will be voided in the case that a third party performed repair works or other works on the watch without first contacting The Horse and obtaining approval.

    Please note: our warranty does not cover items purchased in our Seconds & Sample Sale.

    Contact Us Commonly Asked Questions

    Can I buy a watch but swap it for a different band?

    Yes, nearly all our watch straps are fitted with pinch pins so replacing the straps in and out for different looks is easy. We currently offer 20mm straps for purchase which are compatible with The Original, The Original 2.0, The Resin, The Heritage, and The Chronograph collections. If your current watch isn't fitted with a pinch pin, simply take your local watch maker or jeweller who will have the tools to assist you for a nominal fee.

    We will be releasing 18mm straps early next year. 

     

    Contact Us Commonly Asked Questions

    What are your delivery charges?

    Enjoy FREE standard shipping on all Australia orders.

    Australian Express Shipping is $5.00

    Worldwide shipping is free for all orders over $100. Under $100 is $14.95.


    Duties & Taxes:
    Please be aware duties and taxes is something that is outside of our control and varies in cost from country to country. In most cases our products will be under the threshold and so no charges will be payable. If you're concerned we would recommend getting in touch with your local customs office so you're not surprised if there is any unexpected shipping charges at your end.

    Contact Us
    Commonly Asked Questions

    What is your returns policy?

    1. Email info@thehorse.com.au with your full name, order number and state the reason for your refund. Please note that we do not offer refunds, or exchanges on SALE items.

    2. The Horse will refund the value of your item (via the original form of payment) within 7 days of receiving and accepting the returned item in the same condition in which it was shipped. Original shipping and handling charges are non-refundable unless the item is faulty. You will be notified by email once the transaction has taken place.

    Contact Us
    Commonly Asked Questions
    How do I make a warranty claim on my watch?

    We stand behind the products we create. If you believe your product has a manufacturing defect, we apologise, please contact us so we can make it right at info@thehorse.com.au and provide your order number with photos of the suspected issue.

    Please note returns are only accepted for items purchased directly from The Horse website. Warranty claims require a proof of purchase, including watches that have been gifted.

    Once we have received your claim, if the covered component proves to be defective in material or craftsmanship under normal use, it will be repaired or the watch will be replaced free of repair charges. You will be notified via email from us, and your working watch will be sent out via express post with full tracking. We aim to process your claim within the week of receiving it.

    Contact Us
    Commonly Asked Questions
    What is covered by warranty?

    During the warranty period, the watch movement, hands, and dial are the only components covered under this warranty. This means that if the materials in your watch aren't right or if the watch isn't put together correctly, we'll repair or replace it.


    The warranty doesn’t cover:
    Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear. Defects of internal or external components due to contact with water or moisture. The Original Time Teller is 5ATM, and The Classic is 3ATM which means they can only be subjected to light splashes/moisture. We advise against wearing the watch during activities such as showering and swimming, during which the watch can be exposed to more than minor splashes.The warranty will be voided in the case that a third party performed repair works or other works on the watch without first contacting The Horse and obtaining approval.

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