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Frequently Asked Questions

General

No, the straps aren't designed to be interchangeable, but rather provide you with the option to have a clean, fresh start once you have worn your existing vegetable tanned band in. You will need to take your new band and timepiece to your local jeweller or watch repairer to swap over the old for the new.

Please note the bands are made specifically for the The Original style, and cannot be interchanged with The Classic as each style has unique specifications.

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. Overtime the leather will develop an inherent, natural patina and will darken with wear. If this isn’t your desired look, we recommend you choosing another band, or purchasing a spare band to swap over when you want to start again.

To preserve your strap we recommend:

  • Avoid allowing the leather strap to come 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.
  • Storing it in its cotton protection bag in a cool place when not in use.

The Original Time Teller is 5ATM, and The Classic is 3ATM which means they can only be subjected to light splashes/moisture. 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.

While The Horse doesn’t have a physical store, 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.

If you would like to be considered, please email ben@thehorse.com.au - include a link to your website, other brands carried, pictures of your store and your “wishlist”. We will review your store and respond as soon as we can.

Shipping & Handling

We strive to process all orders within 1 - 2 days of ordering from our Sydney studio using the Shippit smart delivery service. You will be required to sign for your parcel upon delivery. If there is no one available to sign for your parcel upon delivery it will be left at the nearest post office for you to collect. Australia Post will never leave the parcel unattended. We recommend providing an address where someone will be available to sign between 9am-6pm Mon-Fri.

Please note if you order on the weekend, your order will be shipped the following business day.

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 Western Australia.

Please note that during peak dispatch times delivery timeframes may be extended.

Standard Delivery:

Once sent, orders within Australia should arrive within 1 – 5 working days depending on your location (please allow longer for Western Australia) via Australia Post. As a guide, we allow 2 – 3 days for international orders sent via DHL.

Please note that during peak dispatch times delivery timeframes may be extended.

Yes. We ship to New Zealand, USA, Canada, Asia Pacific, UK & Selected European Countries via DHL International Express service.

Please note that during peak dispatch times delivery timeframes may be extended.

 All international addresses must be entered in English.

Unfortunately we don’t offer a pick up service, regardless of whether you live locally.

Please email us immediately at info@thehorse.com.au with the subject title "CHANGE OF ADDRESS". Please provide your invoice number, and the new address. We will do our best to make the amendments before your order is despatched.

Exchange & Returns

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. Our team will email you an exchange form to complete and send in with your package.

Please note we do not reimburse shipping costs, and will send the exchanged item back to you free of charge within 5-10 days.

We have extended our returns policy for the gifting period of 2016.
Orders placed from November 13th - 25th December can be returned up until the 15th January 2017.

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, only 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.

Warranty

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.

Our warranty covers your watch for 1 year.

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 would 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 a third party performed repair works or other works on the watch without first contacting The Horse and obtaining approval.

Monogramming

Monogramming adds a beautiful, personal touch to our leather accessories. Traditionally a monogram consists of a persons 2 or 3 initials. All our monogramming is done by hand in our Sydney studio using traditional machinery.

We charge an additional $25 for monogramming. You may enter up to 2 - 3 initials in upper case block letters only (no symbols).

If the item you are purchasing includes hardware, the foil colour will be matched to the hardware colour (except our Ivory Mini Block Wallet with black hardware, this will be blind debossed). For products without hardware, you can choose from gold, silver, copper or blind deboss.

No. We’ve carefully considered the positioning of the monograming on each of our leather pieces so placement is limited to one pre-determined location.

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.

Please allow an extra 3 business days for orders for monogramming as this is all done by hand in our Sydney studio.

Unfortunately, no. There is insufficient space for monogramming on the leather bands of our time pieces. If you wanted to personalise these pieces, we recommend taking them to your local engraver.

No. Due to the personalised nature of monogramming, we do not offer refunds for monogrammed goods.