Questions and Answers

Below are some frequently asked questions to help with your thehorse.com.au experience.

Clementine Pre-Order

Current Pre-orders

Pre-orders for Clementine in Black, Taupe and Coffee are now open by demand. All Pre-orders placed from 4th July - now, are expected to dispatch late August. This date may be subject to change due to production reasons.

Pre-orders placed from May 30th - 3rd July will be dispatched late July. 

For orders containing both currently available and pre-order items the products will be shipped together on the latest estimated delivery date.

You will receive a confirmation e-mail as soon as your package has been shipped. You will be charged when you place the order.

Shipping & Handling

What are your delivery charges?

We offer free shipping on all orders within Australia when you spend over $100. For more detailed shipping information, please see our Shipping & Delivery page.

How long does shipping take?

Please refer to our Shipping & Delivery page to view order processing and delivery timeframes. Please note, our delivery timeframes are estimates only, and may vary with public holidays, weather elements, congestion in the carrier network, and other influences outside of The Horse's control.

How long does order processing take?

Our team endeavours to process all orders as quickly as possible, with all online orders being processed and shipped within 1-3 business days. However, please allow for additional processing time during periods with high order volumes.

I've selected Click & Collect. When can I collect my order?

It is a pleasure to offer Click and Collect at our Sydney Studio in Kirrawee as a swift and convenient alternative to home delivery.

Click and Collect service is available Monday, Tuesday, Thursday and Friday between 10am - 4pm.

Orders placed before 1pm will be ready for collection within the same day. Orders placed after 1pm may not be ready until the following day.
Please note, we don't fulfil orders on Wednesdays, weekends or Australian National public holidays. Orders placed during this time will be processed the next available business day.

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 the studio.

Upon collection, you will need to show your order collection email. Should you wish to nominate someone to collect on your behalf, please forward this email to them.

Get Directions >

Where do you fulfill orders from?

Orders are shipped out of our warehouse located in Sydney, Australia.

My Order

Can I change or amend my order once it's been placed?

If you notice something is incorrect with your order after it has been placed, please contact us immediately. We will do our best to change or amend the order, however, we are unable to make any changes once your order has been dispatched.

Please note that our customer care team is available M-F 8 - 4 AEST.

What happens with returned packages or failed deliveries?

For any delivery or shipment issues please contact customer care at info@thehorse.com.au right away to be resolved.

Help! I'm having trouble with my discount code.

Please kindly note, only one valid discount code can be applied per order. If you are having troubles with your code, please don't hesitate to contact info@thehorse.com.au or call (+612) 9037 3921

Current Pre-orders

Pre-ordering allows you to purchase an item that is not yet available in stock, but will soon be. An estimated delivery date is indicated on the product page of all pre-order items. This date may be subject to change due to production reasons.

Pre-orders for Clementine in Black, Taupe and Coffee are now open by demand. All Pre-orders placed from 4th July - now, are expected to dispatch late August.

- For orders containing both currently available and pre-order items the products will be shipped together on the latest estimated delivery date. You will receive a confirmation e-mail as soon as your package has been shipped. You will be charged when you place the order.

For further assistance, please email info@thehorse.com.au

What is a Pre-order?

Occasionally some items may be available for sale on our website as a PRE-ORDER. This means that the stock hasn’t arrived to us yet, but we are offering it for pre-sale, to allow you to secure the stock. We do this with high demand items to give you the opportunity to secure one. These items will be marked as PRE-ORDER, with an estimated date of arrival listed in the product description.

Exchanges & Returns

How do I return/exchange an item?

We really respect and appreciate your support as you shop with us, and we want to make sure we’re clear on how things work so you can shop with confidence.

Here at The Horse, we gladly accept returns on full-priced items purchased within the last 30 days.

To be eligible for return, your item(s) must be unused, in original condition, with original packaging intact. Please note we do not accept returns on sale items.

For assistance with your return, please contact customer care
E: info@thehorse.com.au
T: (+61) 9037 3921
and state your name, order number, and the reason for your return.

Once you get in touch, one of our Customer Care team will reach out to provide you a returns form and the address you can send your item(s) to. Please note that all returns are lodged at the customer’s expense, and any refund or credit provided will not reimburse shipping costs.

Do you accept returns on sale items?

No. We do not accept exchanges or returns on sale items.

General Questions

Do you sell replacement straps?

We offer replacement 20mm wide and 18mm 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.

Please refer to our Watch Strap guidelines here to work out which strap is right for you.

Are the watches waterproof?

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.

About Our Leather

Why leather?

We are passionate about exclusively using ethically-sourced and sustainable leathers for their premium quality, longevity and circularity. Our bags are designed to outlast the seasons and stand the test of time when properly cared for, ultimately producing less waste to landfill, and having less long term impact on the environment.

Where are your leathers sourced from?

The leathers we use are premium hides tanned under gold-rated Leather Working Group environmental protocols, then dyed through so they age gracefully. They are sourced largely from Italy and Korea.

What does LWG mean?

The Leather Working Group (LWG) is a multi-stakeholder group dedicated to pushing for environmental best practice throughout the leather supply chain. Founding members included brands such as Adidas, Clarks, Nike, Ikea, New Balance and Timberland, as well as key leather manufacturing companies from across the globe.

What is "Eco" or "Environmentally Preferred" leather?

There are no official characteristics that determine whether leather can be classed as an eco-leather. The LWG believes, based on extensive research and industry knowledge, that environmentally preferred leather can be identified by two key parameters: 1. How the leather is manufactured. 2. The inputs used to manufacture it.

What is organic leather?

There is no official terminology. This term is sometimes used for leathers that are not tanned with mineral tanning agents. It is highly ambiguous and has led to the false belief that the skins or hides have come from organically reared animals.

Do you think you'll ever look into vegan leather alternatives?

With a lot of 'vegan alternatives', the manufacturing process can be more resource heavy and environmentally damaging, with high water use and chemical processing - and the majority not biodegradable.

We’re very focused on crafting our leather pieces from premium, environmentally certified leather only at this stage. We understand that for some people, as an animal by-product, leather isn’t an option, which is why we have introduced The Blockout and Ocean Plastics watch collections as a leather band alternative.

Leather Care

I've just purchased a new bag / wallet. What's the best way to care for it? 

Leather: To ensure the leather wears/ages beautifully over time, we recommend conditioning it with a natural nourishing leather cream applied directly onto the surface of the leather with a soft colour-free cloth (remember to test it in an inconspicuous place first!). Should your leather piece get wet, allow it to dry in a normal temperature - do not put it near any heat to accelerate the process. We recommend avoiding contact with water and grease and avoiding overexposure to heat and direct U.V light. Owing to the soft and supple nature of our leathers, marking or scratches can occur when rubbed against anything coarse or abrasive. If marking occurs, simply massage the leather against your skin and let your natural oils reduce any permanent marks or scars. From time to time under certain environmental conditions, colours may migrate either to or from the leather. This phenomenon is increased with prolonged contact, friction, temperature and humidity and may be irreversible. Please be careful when wearing these materials against light coloured clothing and those with unstable dyes such as denim. We do recommend that for our nubuck and suede products that you use a water protector to keep it nice and fresh.

Vegetable Tanned Leather: Many of the leathers we source are dyed using vegetable tanner. This environmentally responsible process of tanning is less harmful to the leather itself and allows the skins to maintain their tight fibre structure resulting in better wear overtime. This leather is very porous and can absorb oils from your skin, which in turn changes the appearance of the leather overtime to a darker and shinier texture after each use. We recommend conditioning this leather less frequently than the dyed leathers and only when your bag appears to need it. You can also use a silicone spray to keep your vegetable tanned leather in optimal condition. To use, spray over the surface, leave to dry and then buff away with a dry, soft cloth. If you wish to darken the colour of the leather, you may use beeswax, a naturally effective solution for waterproofing, conditioning and protecting leather products. When not in use we highly recommend storing your bag in the protection bag provided. As this is a natural leather with minimum processing some slight discolouration, marks and scuffs may be present from piece to piece.

Canvas: Our canvas products are made using 100% cotton canvas that is untreated. Canvas is easy to maintain as it has water resistant qualities. Simply brush off any dust before it embeds in the fabric and wipe off any moisture or spill as soon as they occur. We do recommend avoiding any excessive abrasion, extreme U.V. exposure and water saturation. If any marks appear, carefully spot clean with a cotton cloth and lukewarm water, rubbing very gently. A scotchguard treatment can be explored with your local leather care specialist.

Warranty

What is your watch 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.

What is your leather warranty?

We pride ourselves on the quality of our products, however if you believe something isn’t quite right with the product(s) you’ve received, please get in touch at info@thehorse.com.au or give us a call at (02) 9037 3921 from 8am-4pm weekdays.

How do I make a warranty claim?

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.

We aim to process your claim within the week of receiving it.

Manufacturing

Can you tell me a bit about your watch manufacturer?

The Material: The leather used for the watchbands is sourced from Italy or nearby in Europe. 

 

The Manufacturer: We have a wonderful working relationship with our watch manufacturer in Dongguan, Shenzhen. Our values align and we share a common goal to produce the best quality pieces for the best price.

 

The owners had over 25 years of experience as watchmakers before starting their own company in 2006. Today they have around 120 employees. The factory has passed the ISO9001 and ISO14001 audits.

Can you tell me a bit about your leather goods manufacturer?

The Material: The leathers we use are premium hides, tanned under gold-rated Leather Working Group environmental protocols, which are then dyed through so that they age gracefully. The leather they use is mainly sourced from Italy and Korea.

 

The Manufacturer: We have a long-standing partnership with our leather goods manufacturer, who has been trading for over 30 years. We love the care and quality they take with our leather pieces and our shared commitment to sustainable and ethical production.

 

In the words of the owner's daughter, "like many entrepreneurs, my father believes that fortune comes from hard work, so he had a hands-on approach to business". Actively involved in every aspect of the business, from meeting customers, training and teaching workers to inspecting goods, he quickly earned a reputation in the leather goods industry through his commitment and vision to deliver high-quality products and reliable service to customers. He has recently retired, and his daughter, alongside her brother, now runs the company. Women account for 60% of their employees, and their finance, HR, administration and sales teams are all-female. Many of them have been working there for over ten or twenty years, which is a credit to their employee satisfaction and healthy work culture.

For further assistance from our customer care team please contact us at:
e: info@thehorse.com.au
t: (+612) 9037 3921