Frequently Asked Questions

1. First you will need to find the products you would like to order. Use the navigation to navigate into the right category.
2. Once you are in the right category, you can click on the product you like to arrive to the product page.
3. Once you click on add to cart, there is a mini pop up telling you what you have added to cart. On the mini pop up you can also choose if you want to continue shopping or go to checkout. If you want to buy more products, click on Continue Shopping. If you want to checkout and buy the product(s), click on Checkout.
4. In the checkout you have to fill in your name, address and your preferred payment method and shipping method. Once these are correctly filled in, click on the "Confirm" button at the bottom of the page. You have now completed your order, and you will see an order confirmation and receive an order confirmation email.

Normal delivery time is 2-5 working days.

For products with embroidery, delivery time is 4-6 working days.

For items we do not stock in our warehouse, delivery time is estimated to 4-9 working days. More information can be found on the product page.

When you make an order in our web shop, you will receive an email order confirmation. We will start picking and packing your order and will ship it out from our warehouse within 24 hours. If the order includes products that have longer delivery time, we will first wait until those products have arrived into our warehouse. The extended delivery time is shown on every product page. You receive also an indiation of estimated delivery date in your order confirmation.

When we ship it out you will receive an email with the tracking code to track your order. When the order arrives to your local post office, you will get a notification with SMS or a letter. Remember to take with your identity card and the tracking code when you go pick up the order from the post office. Remember that the order must be picked up from the post office within 14 days to avoid a return.

• Login with your order confirmation number and email adress on horze.co.uk/findorder, and register which items you want to return.
• Print a return label from this address: https://www.royalmail.com/track-my-return/create/4475
• Follow the instructions on the return webpage and deliver the parcel to the nearest Royal Mail post office.

When you return your order to us it takes usually 1 week until we have fully processed it. Please contact our customer support if you have any questions about your return.

We advice you to have a tracking note for your return, in order to follow it up better in cases of lost parcels. We will only refund lost parcels against a tracking code.