The prices shown in our online store include the VAT but do not include the shipping charges. Our current shipping charges are:
Shipping costs in united kingdom from an order value of 99 £ - 0,00 £ - free delivery
Shipping costs in united kingdom for an order value of 99 £ - 5,99 £
* All orders placed with the Horze web-shop are packed and sent out from our central warehouse in Netherlands within 2 business days after the order is made. Horze holds the right for delays during high season and campaign periods. For orders that include embroidery service, processing the order will take 1 - 3 extra days. Please note that shipments cannot be delivered to post box addresses. Several of the products are ordered from a partner, thus adding to the delivery time. Please refer to the shipping time mentioned on each product page and in the checkout to know your final expected delivery date.
Free shipping only applies to standard delivery. The customer should be prepared to pay an extra fee, defined in the shopping cart, if the customer wishes to have home delivery or chooses to pay cash on delivery. Free shipping does not apply to products that have been allotted an extra shipping charge, like carts and larger products like transportation items for pets. If a product has special shipping charges, this will be mentioned on the product page.
If a clear pricing error takes place (meaning the consumer should within the limits of consumer rights understand the error), the seller reserves the right to cancel an order and not sell items with faulty prices.
Please note that we currently do not deliver to Channel Islands (Guernsey, Jersey, Isle of Man).
The expected delivery time and the delivery method for the order are presented in the checkout process. Customers must be aware that on the Horze website there are items that have an extended delivery time. Ordering one or more of such items will extend the delivery time for the whole order. The delivery time is clearly presented on each product page, and also in the checkout. The average delivery time is 2-4 working days.
Orders with embroidery have 1-3 days longer delivery time.
The payment methods available in our online store are:
The customer has a legal right to cancel the order within 14 days without giving any reason. The right to cancel the order ends 14 days after the customer has received the goods. The right to cancel does not apply to goods which are personalized or manufactured specifically for an individual customer (for example embroidered products).
If the customer wishes to cancel the order, they have to inform customer service immediately, but not later than 14 days after receiving the goods.
Refund for the products will be paid to the customer when the returned order has been physically received to our warehouse. We will provide a refund attempting to use the same method used to make the payment. In some cases, the customer must inform Horze of their bank account details (IBAN / SWIFT) in order to get the refund. Possible shipping fees will be refunded to the customer only if the customer cancelled the order in full.
If the order is financed by a third party invoice, Horze is not responsible for any remainder fees or costs that may occur during the processing of the cancellation of the order.
If the customer does not pick up two or more orders, Horze will close the customer account. In such cases Horze reserves the right to keep the customer account closed until a re-opening fee (£20) has been paid.
To send your order back to Horze, you need to register your return online.
Your return will be delivered to the Horze return station in UK within some days and processed quickly. You will receive an email from Horze when the return has been processed.
Horze reserves the right to charge a return fee of 1.70 GBP per order. The return fee will be automatically deducted from the refund amount of the returned products.
>>If you choose to return the parcel with another delivery method, it is at your own risk, and you must pay for the return freight yourself.<<
For orders placed between November 25, 2024 and December 16, 2024, we are voluntarily extending our return period to 60 days.
The customer may return an order from the date you place the order until 30 days after receipt of the ordered items. If 30 days have gone by since the delivery of your purchase, we unfortunately cannot offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Products ordered with embroidery do not have the right for returns or exchanges. Changing of free items and bonus products is not allowed. If you however wish to return such a product, you do not receive financial or material compensation for it.
Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.
Trotting carts and sulkies have no return or exchange right due to being a personalised product.
Horze reserves the right to accept or reject refunds where the product is not in a selling condition. Horze reserves the right to deduct a fee of 5 euros for broken or dirty product packaging.
Refund for the products will be paid to the customer when the returned order has been physically received to our warehouse. We will provide a refund attempting to use the same method used to make the payment. In some cases, the customer must inform Horze of their bank account details (IBAN / SWIFT) in order to get the refund.
If the returned parcel disappears or gets lost on the way to the Horze warehouse, Horze will only refund the value of the products, if the customer has a tracking code for the refund parcel. Horze reserves the right to initiate a search with the postal office in order to find out where the parcel is. In some cases this may take up to 1 month.
If an embroidered product is returned to our warehouse due to not being picked up by the customer, Horze will try to contact the customer via email, telephone and post to initiate a second delivery attempt. The customer has the right to have the order delivered once more without any additional costs. If Horze can not reach the customer within 14 days, Horze will charge the customer the cost of the products and an additional handling fee, and cancel the order. If a reshipped embroidered product is returned to our warehouse a second time, we will charge the customer the cost of the product, as well as the return processing costs for both shipments and destroy the product.
If a product that is part of the 3 for 2 promotion gets returned, the promotion discount will not apply anymore. The price of the free product will be deducted from the refunded amount.
If the product is delivered damaged, defective or incomplete, the customer has a 2 year right to make a claim. Horze reserves the right to not approve claims that are caused by improper handling of the product by the customer or failure by the customer to follow normal usage guidelines. We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours. Small variations of color or detail, as well as minor issues such as scratches on the product may not be enough to get a claim approved and are therefore usually not entitled for a refund.
If claim is approved, Horze will repair or replace the item free of charge or give you a price reduction or a full refund.
The customer must contact Horze customer service to process the claim. The processing time is typically up to 14 days.
Horze always tries first to resolve complaints and possible disputes with customers. If the disagreement can not be resolved between the parties (seller-customer), the customer may refer the matter to the Consumer Advocacy organization.
The consumer can also raise the dispute through the ODR platform (http://ec.europa.eu/odr). The ODR platform provides both consumers and traders with a platform to settle their online disputes, both domestic and cross-border transactions. The platform is directly linked to national alternative dispute resolution (ADR) bodies, therefore providing consumers and traders with an established and proven method of dispute settlement.
Coupons (that are distributed in a particular promotional period and which can not be bought) are valid for a limited and pre-specified period. A one-time coupon may only be used once. It will no longer be valid for a new order, even if the original order was returned or cancelled. Coupons must be redeemed by entering the coupon code in the appropriate field in the checkout before sending the order. Coupons may not apply to all products or brands. Coupons are usually not able to be combined with other coupons. Some coupons have a minimum order limit.
Coupons cannot be exchanged for money. Coupons can not be applied after an order has been placed.
If a coupon is used for an order discount (f. ex. £10 discount coupon), the discount amount will be divided to each product in the order. If customer returns one or several of the items, we will refund the discounted price of the returned item.
Horze (later “we”) respects your privacy and is dedicated to protecting the privacy of persons using our products and services. The Privacy Notice helps you to understand what personal information (“Personal Data”) we collect, and how we use it. “Personal Data” refers to information, which allows a person to be directly or indirectly identified as an individual person.
The Privacy Notice applies to your use of our products and services and you should read it before using the products and services. If you do not agree to the terms of the Privacy Notice, you should not use the products and services.
If you are under 16, we will need to receive a parental consent for you to use our products and services. See further instructions in the section Privacy Notice / Consent.
datenschutzbuero.HAMBURG
Mag. jur. Djoko Lukic
Suhrenkamp 59
22335 Hamburg
https://datenschutzbuero.hamburg
The Privacy Notice will give you more detailed information on the following subjects:
Who we are and how you can contact us upon any concerns regarding your Personal Data.
We collect different types of Personal Data such as name, email-address and IP-address.
We collect information from various sources such as Check-out page, Newsletter signup, etc.
We use your Personal Data for Email marketing, Customer Service, Order processing, etc.
The legal basis for collecting Personal Data is first of all to enable us to process your order. Furthermore, we collect your Peronal Data in order to send you relevant information of our products and services.
We need your consent before we process your Personal Data.
You have the right to withdraw your consent regarding further processing of your Personal Data.
If you are under 16, we need to receive a parental consent.
The Personal Data is only stored for the time necessary to fulfill the purposes it has been collected for unless a longer retention period is required by law.
The retention periods depend on the purpose of the processing and type of the information.
Horze only uses top professional third-party partners and systems that comply to the EU data protection regulations. Furthermore, Horze has signed a data protection agreement with each of them to ensure they do not misuse any of our customers Personal Data.
We commit to follow the security provisions of applicable data protection regulation(s), as well as to process Personal Data in compliance with good processing practices. Our personnel and processors that process Personal Data are obliged to keep Personal Data strictly confidential. Access to Personal Data is only granted to those employees that need the information to perform their work tasks.
For any questions or complains regarding processing your Personal Data, you can contact Horze Data Privacy Officer by email at privacy@horze.com. You also have a right to contact the data protection supervisory authorities directly. Contact information of the applicable supervisory authority can be found here: https://tietosuoja.fi/en/our-data-protection-policy.
Horze International GmbH
Flemingstraße 20-22
36041 Fulda
Germany
VAT number: DE288579384
Register number: HRB 7995
Registered in: Amtsgericht Fulda
All persons (data subjects) whose Personal Data is collected in connection to the Products and Services delivered via Horze web-sites and Horze Shops.
The information we collect include the following categories of Personal Data:
We collect the information in following ways:
We ask you for certain Personal Data that we need in order to provide you the products or services you request. For example, when you make purchases, contact our Customer Service, request to receive communications, create an account, participate in our events or contests, or interact with our Sites or our Shops.
When interacting with our Sites and Apps, Personal Data is automatically collected and shared with Horze by the technology platforms providing the experience. For example, your web browser or mobile device may share certain Personal Data with Horze as those devices interact with Horze’s Sites or Apps. More information about these practices is included in our Cookie Policy.
We use the Personal Data we collect from you in the following ways:
When you use our Sites and Apps, we will use your Personal Data to provide the product or service you have selected. For example, if you make a purchase on Horze website, or participate in an event or promotion, we will use the contact information you give us to communicate with you about the purchase, event or promotion. If you reach out to our Customer Service, we will use information about you, such as delivery or payment information, or the product you have purchased to help you resolve a problem or question.
In many cases, to use particular features within our Sites, and services you may need to provide Horze with additional Personal Data or additional consent to use particular Personal Data in a certain way.
The legal basis for processing this Personal Data is the purchase contract with its terms and conditions.
If you are an existing customer of Horze (for example, if you have placed an order with us), we may use the email address provided to send you marketing communications about similar Horze products or services, unless you have opted-out. In other cases, we ask for your consent to send you marketing information about Horze’s products, services, events and promotions. We use the information that you provide to us as well as information from other Horze products or services - such as your use of Horze’s Sites and Apps, your visits to or purchases made in Horze Shops, your participation in Horze events and contests (possibly through other Horze affiliates) - to personalize communications on products and services that may be interesting for you.
The legal basis for processing this Personal Data is your consent and our legitimate interest to provide information, news and offers.
We use the Personal Data you provide to us to operate our business. For example, when you make a purchase, we use that information for accounting, auditing and other internal functions. As another example, we use Personal Data about how you use our products and services to enhance your user experience and to help us diagnose technical and service problems and administer our Sites and Apps. See more information about automatic profiling in our Cookie policy.
The legal basis for processing this Personal Data is a legitimate interest.
Based on legitimate interest, we may also use Personal Data about how you use our Sites and Apps to prevent or detect fraud, abuse, illegal uses and violations of our Terms of Use and to comply with court orders, governmental request or applicable law.
We use Personal Data about how our visitors use our Sites, Apps and Services to understand customer behavior or preferences. For example, we may gather and analyze information about site search to better understand how to optimize our product offering and customer experience to our customers and site visitors.
We may also use your Personal Data in other ways, but we will provide specific notice at the time of collection and obtain your consent where necessary. In these cases the legal basis for processing your Personal Data is based on your consent or our legitimate interest.
If you have received any unauthorized or inappropriate advertisement or other marketing through our products and/or services, we ask you to contact privacy@horze.com.
At Horze we take privacy very seriously. It is important for us to be transparent and ask for your consent when required for processing your Personal Data.
If you are below 16 years old and using our services, please make sure that your parents approve the processing of your Personal Data.
If you believe that we might have any information from or about a child under the age that requires parental consent, without a parental consent, please contact us at privacy@horze.com.
You can withdraw your consent at any time. We will comply with such request unless there is another legitimate ground to process the Personal Data.
For email marketing you can withdraw your consent using the unsubscribe link provided in all emails or by logging in on "My account" page on our webshop and change your marketing preferences from there.
For Cookie consent: Please read our cookie policy.
You can contact privacy@horze.com for all other requests related to withdrawal of consent.
The Personal Data we collect is retained for the period necessary to fulfil the purposes outlined in this Privacy Notice unless a longer retention period is required by law. Thereafter, the Personal Data will be deleted within a reasonable timeframe or rendered anonymous.
The retention periods depend on the purpose of the processing and type of the information.
Personal Data and retention periods are listed in the table below:
| Category of Personal Data | Retention period or criteria used to determine the period |
|---|---|
| Customer Data |
Core customer and transactional data
Customer service data
Shipping data
Payment data
|
| Marketing Data |
Browsing data
Email marketing data
Other third-party marketing data
|
| CCTV Data |
Applies only when visiting our physical Horze Shops. CCTV data is kept for security reasons and will always be deleted after 30 days. |
| Analytics Data |
Salesforce Commerce Cloud and Salesforce Marketing Cloud
Google Analytics
Hotjar
|
Horze is using various systems to provide a good and personalized service and keep our web-sites operational. Such third-party systems will only store and use Personal Data that is needed for them to complete the service they provide to Horze.
Horze only uses top professional third-party partners and systems that comply to the EU data protection regulations. Furthermore, Horze has signed a data protection agreement with each of them to ensure they do not misuse any of our customers Personal Data.
Some third party service providers, e.g. payment providers, are under goverment regulations and have strict guidelines for information we have to give them for your purchase related transactions. When you leave the shop at our web-site or get directed to third-party website or App, you are no longer governed by this privacy notice and our terms and conditions.
| System | Description | Data Recipients | Data Recipients Outside EU/EEA, Transfer SafeGuard |
|---|---|---|---|
| Payment processors |
Horze uses Klarna, Ingenico and Paypal for payment processing. These third party payment processors process payments made to us. In connection with the processing of such payments, Horze does not retain any personally identifiable financial information such as credit card numbers. Rather, all such information is provided directly to our third party processors, whose use of your Personal Data is governed by their privacy policy. |
||
| Shipping |
PostNord, DHL, PostNL, Unifaun, DPD, Bring and Posti are used to provide the delivery service for Horze. We provide these shipping companies with necessary information such as name, address and phone-number so they can fullfil the delivery service to your satisfaction. |
||
| Analytics |
Horze uses Google Analytics and Hotjar for analytics services. They help for example to identify issues at the web-site so we can improve the experience for you as a visitor/customer. |
||
| Marketing |
Whenever you visit one of our web-sites we use Salesforce Commerce Cloud and Marketing Cloud systems to handle browsing data for profiling in order to optimize and personalize your experience. Furthermore, we use the following marketing systems for various marketing purposes: Facebook, Google Adwords, BlueCore, Talkable, Sleeknote, Adroll, Affilinet, AdTraction. |
Talkable Privacy, Safe Harbor Privacy Principles BlueCore Privacy, EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework |
|
| Customer service |
Olark for web-chat, Sipgate for phone-service. |
||
| Reviews |
Horze uses TrustedShops and TrustPilot for order reviews. |
In addition we are using consultants and contractors from different companies (such as Northern Logistics) working under our supervision for processing the Personal Data on behalf of us. We have signed and NDA/DPA with these companies to ensure your Personal Data is protected.
We may share your information in connection with any merge, sale of our assets, or a financing or acquisition of all or a portion of our business.
In exceptional cases, Personal Data may be disclosed to third parties if required under any applicable law or regulation or order by competent authorities, and to investigate possible infringing use of the products and services as well as to guarantee the safety of the products and services.
We commit to follow to the security provisions of applicable data protection regulation(s), as well as to process Personal Data in compliance with good processing practices. Our personnel and processors that process Personal Data are obliged to keep Personal Data strictly confidential. Access to Personal Data is only granted to those employees that need the information to perform their work tasks.
All Personal Data is protected by appropriate industry standards and technical and organizational safety measures.
We inform the authorities and users/data subjects of data breaches according to applicable information security and data protection regulation(s).
You have the right to obtain information from us regarding your Personal Data that we process. You have the right to have corrected and/or removed any incorrect, incomplete, outdated, or unnecessary Personal Data.
You have the right to object to certain types of processing of your Personal Data, including direct marketing, if such data are processed for other purposes than purposes necessary for delivering the products and/or services to you or for compliance with a legal obligation.
You have the right to object to any further processing of your Personal Data after prior given consent. If you object to the further processing of your Personal Data, this may lead to fewer possibilities to use products and/or services.
You have the right to request us to restrict processing of your Personal Data. This may however lead to limited possibilities to use our products and services.
You have the right to ask us to delete your Personal Data that we process. We will comply with such request unless we have a legitimate ground to not delete the data.
After the data has been deleted, we may not immediately be able to delete all residual copies from our active servers and backup systems. Such copies shall be deleted as soon as reasonably possible.
You have the right to receive Personal Data provided by you to us, in a structured, commonly used format. You have the right to transmit the Personal Data to another controller. You can also have the Personal Data transmitted directly to another controller, if technically feasible.
You can deny any direct marketing and withdraw your consent regarding electronic direct marketing. You can always withdraw any other consent including parental consent. See separate chapter on Consent.
These rights can be used by updating your preferences on the My Account page or by sending an e-mail to us on privacy@horze.com, including the following information: name, phone number, email address, user id and details of the products and services you have used. We may request additional information necessary to confirm your identity. We may reject requests that are unreasonably repetitive, excessive or manifestly unfounded.
In case you consider our processing activities of your Personal Data to be inconsistent with the General Data Protection Regulation (GDPR) (EU) 2016/679, you have the right to complain to the data protection supervisory authorities.
Contact information of the applicable supervisory authority (Data Protection Ombudsman) can be found here: https://tietosuoja.fi/en/our-data-protection-policy
We may change this Privacy Notice from time to time, whenever necessary. All changes hereto will be made available on https://www.horze.eu/privacy-policy.html. We will inform of the changes in the products and services by email, if available, in case of any significant changes affecting your rights.
This Privacy Notice has been published on 01.05.2018.
| Date | Version number | Change description |
|---|---|---|
| 01.05.2018 | 2.0 |
First version of the new policy based on the General Data Protection Regulation (GDPR) (EU) 2016/679 |
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
We use so called cookies on the Horze Website. Cookies are small text files that are saved on your computer which our web server uses to provide you with access to some of the functions available on the Website.
Horze uses cookies to improve the Website for customers e.g. by adapting the Website with regards to the customers’ wishes, choices and interests, to help you to keep track of which products have been put into your shopping cart and handle your purchases, to make sure you have logged into the Website so you do not have to log in every time you browse a different page, to adjust our services to make sure you receive advertising which is relevant to you, and in order for us to fulfill our obligations in relation to a purchase.
Permanent cookies are being used, among other things, to store any personal settings at Horze e.g. to make sure you do not need to redo certain choices every time you visit the Website and to adapt and make information and marketing as relevant to you as possible. Temporary cookies are being used, among other things, for the purpose of registering statistics for the use of the Website.
By accepting Horze´s Terms & conditions and/or this privacy policy and by using Horze Website, you agree to the processing of cookies as described above. If you do not accept cookies being used, you can turn off cookies in the security settings of your web browser.
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
Flemingstraße 22
36041 Fulda
Deutschland
CEO: Viola Rebmann, Niko Neuhof
VAT number: DE288579384
Register number: HRB 7995
Registered in: Amtsgericht Fulda
Telephonenumber globally:+44 330 010 2296
Telephonenumber Europe:+44 121 387 0209
Telephonenumber United Kingdom:+44 121 387 0209
Telephonenumber Ireland:+353 1 963 5146
https://datenschutzbuero.hamburg
Mag. jur. Djoko Lukic
Suhrenkamp 59 – 22335 Hamburg
Mail: horze@datenschutzbuero.hamburg
