Questions and Answers

Need answers? Please refer to our frequently asked questions listed below. Anything not covered, don’t hesitate to contact us directly.

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.

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.

The 20mm Original strap is only compatible with the Original, Resin, D Series, Heritage, Chronograph and Stone watches.

18mm straps fit on the Mini Original, Mini Resin, Mini Chronograph, The Minimal: 40mm.

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.

Shipping & Handling

What are your delivery charges?

We offer free shipping on all orders within Australia when you spend over $150. For more detailed shipping information, please see our Shipping & Delivery page.

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.

Click & Collect

When can I collect my order?

Orders placed before 1pm on weekdays will be ready for collection within the same day from our HQ at 10 Kiama St, Miranda. Orders placed after 1pm may not be ready until the following 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 HQ.

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.

Monogramming

How does monogramming work?

Personalise your favourite "The Horse" item with our monogramming service. Simply enter up to three initials at checkout and allow us to make your "The Horse" item that much more unique. 

Any product which is able to be monogrammed has this offered on the product page and can be added at cart.

While you can select your foil colour, we always find matching the foil to the hardware looks best.

Exchanges & Returns

How do I return/exchange an item?

Customers are required to return their items for arrival within 14 days from the date of purchase in order for a refund or exchange to be successfully processed. Returns and exchanges can be processed by customers via our online returns portal. 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.

1. Register your return/exchange through our return portal at:

https://www.omniparcelreturns.com/bookreturn/booking_return/126?preview=on

2. Print out the parcel label at home or at your local Post Office

3. Drop your return at any Australia Post Office or Post Office box

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.  

Do you accept returns on sale items?

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

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.

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.

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.