Policies & Postage
Refund Policy
Clothing must be unused and still have tags attached (or if no tags attached, must have original packaging). Buyer pays for return postage unless item is proven faulty (see below). This could include; loose stitching, holes, incorrect logos, or marks. Unfortunately sometimes things can't always go perfectly in production!
With regards to come items, when a embroidery or stitching machine finishes the line of stitching, sometimes the machine does leave a 'tail' of thread. This can simply be removed with a pair of scissors. Our multiple quality control checks will likely remove these threads, however occasionally things are missed.
To refund an item, please post back to the following address and send us an email with the reason for the return, for items that are not faulty we charge a 5% restocking fee.
Warranty
If you have purchased your garment within the last 6 months and it has any faults including rips, holes, stitching issues, please contact us and include photos of this issue. Though we only use high quality fabrics and manufacturers, we understand being around horses isn't exactly easy on clothes, and so sometimes issues can arise!
Exchanges Policy
If incorrect size, buyer will pay for return postage and postage of correct sized item back. If item is faulty, we will pay for postage back to us and postage of the correct item back to you, provided that you can prove the item is faulty (email a photo of fault to hlhequestrian@gmail.com).
Please send the item back to the following address with a note including what size you would like to exchange the item for. Please check the website to see if the size you wish to exchange for is still available.
HLH Equestrian
PO BOX 3
Clarendon, SA, 5157
Australia
Pre Orders
Some of our items can be pre orders. If an item is a pre order we will list it either in the description or in the title of the product. If you buy a pre order item with other items, all the items will be posted once the pre order item is received, unless you wish to pay for the postage of the separate shipment. It is best to either place two separate orders. Otherwise email us at hlhequestrian@gmail.com and we can sort this out for you.
International Post
NOTE: Items being posted internationally could be subject to separate customs charges. This is unfortunately out of our control. If you have any issues regarding this, please contact us.
We have a flat rate of $25 for international post (worldwide) of any items up to 500g in weight (about 2-3 tops, or a pair of leggings). This cost is the standard international postage cost and therefore does not include full tracking, and can only be fully tracked by the postage company, Australia Post. The express option is much faster and is fully tracked, however is obviously much more expensive.
Our standard time to receive an international order is 6-16 days. If you are an international customer and your order has not been received by you within 3 weeks, please contact us and we will file a missing parcel report with Australia Post.
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