FAQs

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If you can't find what you're looking for in our FAQs, please don't hesitate to reach out to us. We would love to hear from you!

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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 wide straps will be available to purchase later this year. 

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 Coast 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 of the website to see where will work best for you.

    Faq
    Shipping & Handling

    What are your delivery charges?

    Enjoy FREE standard shipping on all Australian orders.

    Australian Express Shipping is AUD5.00.

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

    International 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.

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

    Please note: there may be shipping delays during peak sale times.

    All parcels require a signature on delivery. If you are not there to sign for your parcel, Australia Post will issue a collection slip for you to locate your parcel at the closest Post centre.

    Express:

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

    All parcels require a signature on delivery. If you are not there to sign for your parcel, Australia Post will issue a collection slip for you to locate your parcel at the closest Post centre.

    Faq
    Shipping & Handling

    Do you ship internationally?

    Yes! We ship to New Zealand, USA, Canada, Asia Pacific, UK & Selected European Countries via Seko Logistics Express Service. At this time we are unable to ship to PO Box addresses.

    As a guide please allow 3 - 8 business days.

    Please note all international addresses must be entered in English.


    International 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. 

    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
    How can I track my order?

    Once your order is dispatched you will receive a shipping confirmation email with your tracking number and a link to track your shipment. For international orders you will receive a DHL shipment email with your AWB number and tracking details.

    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 Exchange & Returns How do I exchange an item?

    Please email info@thehorse.com.au within 14 days of receiving your item(s) with your full name and order number, and state the reason for the exchange and the alternate item(s) you would like instead, and await response from our Customer Care team. Our team will email you an exchange form to complete and send in with your package. Item must be in the original condition in which it was received. We do not returns or exchanges on sale items. 

    Please note we do not reimburse shipping costs, and will send the exchanged item back to you free of charge within the week of receiving it.

    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? We do not accept exchanges or returns on sale items for change of mind.
    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, 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. Our customer care team will respond to your email in 2 business days.

    Please note returns are only accepted for items purchased directly from The Horse website, or our Manly Flagship store. 

    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.

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

    Faq Warranty How long is the warranty period?
    Our warranty covers your watch for 1 year.
    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.

    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.

    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 monogram my watch?
    Unfortunately, no. There is insufficient space for monogramming on the leather bands of our timepieces. If you wanted to personalise these pieces, we recommend taking them to your local engraver for a message on the caseback.
    Faq
    Monogramming
    Can I return my monogrammed product?
    No. Due to the personalised nature of monogramming, we do not offer returns for monogrammed goods.
    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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