Questions and Answers

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

Cyber Sale

Sale Terms & Conditions

Sale Period:

  • Starts: Tuesday, November 26th, 10 AM AEDT
  • Ends: Monday, December 2nd, 11:59 PM AEDT

Details:

Discount Application
Automatically applied—no code needed

Retroactive Discounts
Discounts cannot be applied to previous purchases.

Extended Returns
Orders placed during the Cyber Sale can be returned or exchanged until January 7, 2025.

Shipping
Orders will ship within 7 business days. Please note that high demand may cause some delays.

Order Changes
Due to the high volume of orders, cancellations or modifications may not be able to be accommodated after purchase.

Shipping & Handling

Where do you fulfill orders from?

Orders are shipped out of our HQ in Sydney, Australia.

What are your delivery charges?

We offer free standard shipping on all orders within Australia when you spend over $100. We ship with Australia Post locally.

An Express Post service is available at checkout for $10.

We offer free shipping on orders over $200 to New Zealand.

We offer free shipping on orders over $200 to Canada and the USA.

The Rest of the World is $30 charge.

All of our customers will receive a shipping notification email and tracking number once the order is sent.

Note: We ship your orders from Australia, so import duties & taxes may be payable when your order arrives into your country, if your purchase is over the tax free threshold. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to.
Payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be as order values vary and destination country rules and regulations vary. In most cases our products will be under this threshold and so no charges will be payable. However if you want to be sure, you will be able to get this information from your local customs office (or look up the threshold online) to determine if your order will incur any additional charges on entry to your country.
In order to ensure the earliest possible delivery of your order, please pay these charges in a timely manner if requested by the shipping carrier.

For more detailed shipping information, please see our Shipping & Delivery page.

What is Shipping Protection?

OUR SHIPPING PROTECTION GUARANTEE

For peace of mind and to protect yourself from shipping issues, we recommend that you add Shipping Protection during checkout.
If you have purchased Parcel Protection and your parcel is lost or damaged during shipment we’ll send a replacement to you the next business day.

If your package is delivered to the wrong address, or goes missing after being delivered without the required signature, we will need to open an investigation with the courier company before we can ship a replacement to you.

If you authorise delivery without a signature, you accept responsibility for the safety of your parcel once it has been delivered.

Making a claim

If you need to make a claim on your parcel protection, please email our team at info@thehorse.com.au with your order number and the information about your claim.

How long to dispatch my order?

We aim to dispatch all orders within 24 hours, Monday to Friday AEST. Orders received before 12pm will be dispatched the same business day.

However, please allow for additional processing time during periods with high order volumes during our Cyber sale.

How long does shipping take?

Free Standard Australia Post. Orders over $200. Estimated Delivery Time: 5-10 business days.

Standard Australia Post. Flat rate $10 . Estimated Delivery Time: 5-10 business days.

Express Australia Post. Flat rate $10. Estimated Delivery Time: 1-3 business days.

All of our orders to USA and Canada are shipped using FedEx and should arrive within 3-7 business days of the order being sent. And will require a signature on delivery.

All of our customers will receive a shipping notification email and tracking number once the order is sent.

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.

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 - Friday between 9am - 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 >

My Order

What currency will I be charged in?

We currently offer several currency options. You may opt to shop in AUD, NZD, USD, EUR, HKD, GBP or SGD. For all other currencies, your price will be displayed and charged in AUD. The figure is then converted by your cardholder to Australian currency and may be subject to a conversion fee, depending on the policy of your cardholder.

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.

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

My order was returned to sender, what do I do?

Please email our customer care team and we will arrange a redelivery at our earliest convenience.

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 (also including those orders placed using a discount code), within 30 days of receiving your order.

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.

Coming Soon

Products marked "Coming Soon" are incoming pieces not yet in stock. You can sign up to get notified via email when they arrive – simply click the "Notify me" button, enter your email address and click OK. You will then receive an email notification when the product is available to buy.

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.

Care Guide

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

Our handcrafted leather bags are high-grade investments that deserve to be loved. The leathers we use are premium hides tanned under gold-rated Leather Working Group environmental protocols, then dyed so they age gracefully.

To ensure the leather wears beautifully over time, we recommend:

1. Be careful not to scratch or rub your product against abrasive surfaces. If marking occurs, simply massage the leather against your skin and let your natural oils reduce any permanent marks or scars.

2. Keep your product away from damp or humid environments. Avoid direct exposure to sunlight, and keep your product away from any direct source of heat.

3. Avoid contact with greasy substances, cosmetics and perfume, that may transfer their coloured pigments onto the product.

4. Keep your product away from water. Should it get wet or dirty on the surface, allow it to dry in a normal temperature - do not put it near any heat to accelerate the process. Dry with a cloth (never use soap or solvent).

5. If your lining gets dirty or stained we recommend that you wipe it wit a light-coloured cloth.

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 manufacturers in China and India, who have 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 reach out via the live chat function on our website, or contact us at:
e: info@thehorse.com.au