FAQ’s and answers
Delivery, ordering, payment
When can I expect my package?
If you order something online, we understand you want it as soon as possible. If you place your order before 15.00 in the afternoon (Dutch local time) we will try to send it to you within one working day. Provided we have received your payment. The time the delivery service needs to bring it to you needs to be added. We will send you a tracking number, so you can keep track of your parcel. It can happen that we are exhibiting at a horse show, then it can take a bit longer. You can find our horse show agenda on this website.
What are the shipment costs?
We charge Euro 3,50 for shipments within The Netherlands.
To other countries the shipment costs vary:
Rest of Europe, except Switserland: Euro 5,50
Rest of the world: Euro 16,00
If you order amount exceeds Euro 100 we deliver for free within the Netherlands, Belgium and Germany.
Orders that are being shipped outside of the European Union will be taxed by customs for import duties once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot tell you what the extra costs would be, as customs and import duties vary widely from country to country. However, these fees do not go to EquiRex, but directly to your government. For an indication of the customs & import charges in your country you can check out www.dutycalculator.com. We advise you to calculate these costs before placing an order so you will not be surprised by any charges you were not expecting.
I can’t find the product I was looking for on your website, what happened?
Unfortunately this means that this product is currently sold out. If you want more information about this product please contact our customer service team.
Secure online payment with Payment Service Provider Pay.nl.
We use the services of Pay.nl to enable secure payments.
Can I send an item back?
Yes you can. Returns must be made within 14 days after receiving your goods and have to be returned new, unused and with all EquiRex tags still attached. Please ensure all products are returned in their original packaging. The costs of the shipment back to us are on you. If the product you received has a technical problem please contact our customer service team immediately.
Returns that are damaged or soiled will not be accepted. Whenever this happens the customer will not receive a refund and our customer service team will send back the package that was declined.
How can I use my coupon code?
Just enter the code in the coupon box in your shopping cart. Hit apply and you should see the updated total.If it doesn’t work, please contact us, so we can investigate what’s going on.
Can I pay with credit card?
Yes, you can! At the moment we can only process credit card payments by phone. Choose the bank transfer/credit card option upon checkout, make a note in the order notes field saying that you would like to pay by credit card and we will give you a call to process the payment.