FAQs

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Can't find what you're looking for?

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

Faq
General

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.

Faq
General

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

Yes! 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 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.

Faq About Our Leather 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.
Faq About Our Leather 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.

Faq About Our Leather 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.

Faq About Our Leather 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.

Faq About Our Leather 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.

Faq 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.

Please do not hesitate to reach out at any time info@thehorse.com.au

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. 

During sales periods, please allow extra time for your order to be 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 NOW When can I collect my order?
Your order will be processed instantly and ready for same day pick up between 10am - 4pm (Mon - Fri) at The Horse HQ at 10 Kiama Street, Miranda.
Faq Click & Collect NOW 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 NOW How much does Click & Collect cost? Click & Collect is free of charge.
Faq Click & Collect NOW Where do I collect my order from? Orders can be collected from our HQ at 10 Kiama Street, Miranda. 
Faq Click & Collect NOW 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. We're unable to engrave emoji's or symbols.

Please note: we will not engrave profanities.

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.

Faq Manufacturing

Can you tell me a bit about your watch manufacturer?

The Manufacturer: We have a wonderful working relationship with our watch manufacturer based in Dongguan, Shenzhen. Our values align in producing high quality pieces for the best price, while endeavouring to provide a professional service.

The Material: Our leather used is sourced from Italy or surrounding European countries, and they plan on opening their own case factory by 2020.

About the Owner: The owners have over 25 years of experience in the watch business, before deciding to start their own company in 2006 which today has around 120 employees. The factory has passed the ISO9001 and ISO14001 audit.

Faq Manufacturing

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

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 taken on our leather pieces, sourcing premium leathers from Italy and Korea. Their mission aligns with ours to sustainability and ethically manufacture leather goods with high-quality standards responsibly and efficiently. 

The Material:
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.

About the Owner:
In the words of the Owners daughter, “like many entrepreneurs, my father believes that fortune comes from hard work so he had a hands-on approach toward his business”. Actively involved in every aspect of the business, from meeting customers, training/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 run the company. Interestingly, women account for 60% of employees and their finance, HR, admin and sales are all-female teams. Many have been there over 10 years, over 20 in some cases which can be credited to employment satisfaction and a healthy work culture. 

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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