Frequently Asked Questions at

Common questions about ordering:

  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. On the product page you are presented the product name, product description, product price and product pictures for each color. You will also find a link to a size guide on the product page. Choose your preferred color and size and click add to cart.
  4. 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".
  5. 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.
Sometimes we have web only deals or discounts but in general normal priced items are sold with same price in web and the stores.
Unfortunately not. They will be handled as two separate orders.
Coupon codes can be applied in the coupon code field in the checkout. Some coupon codes cannot be combined with other discounts.
Contact us at and we will try to apply it to your order afterwards.
Yes it is possible to have a different delivery address. Just add your preferred delivery address in the chekcout.
On, it is possible to order to the following countries:




Czech Republic
















Click on the flags in the footer to see additional countries we deliver to.
In some cases it is possible to change your order after you have placed it. Please note we cannot add products or change products that add to the order total. Please contact customer service for help with this at . NOTE: We aim to pack all orders as soon as possible, so we recommend contacting customer service at your earliest convenience.
If the order has not yet been shipped we can still change the delivery address. Please contact customer service for help at . NOTE: We aim to pack all orders as soon as possible, so we recommend contacting customer service at your earliest convenience.
On most of the products there is a size guide. You will find the link to the size guide on the product page. If you are still unsure don't hesitate to get in touch with us.

Common questions about delivery:

It depends on when you place your order and which products you have in your shopping cart. The estimated delivery date is always shown in the checkout and on your confirmation email. Many brands have longer delivery time, which makes the delivery a bit slower, whereas Horze, BVertigo, Finn-Tack and Pharmacare products can be delivered very quick. You can always also take a look at our Horze shops and buy your product there.

Normal delivery time is 3-8 working days, depending on your delivery country.

For products with embroidery, delivery time is 5-10 working days.

For items we do not stock in our warehouse, delivery time is estimated to 5-13 working days. More information can be found on the product page.

You should have received an email with tracking code. Click on the link in that email and you will get up to date tracking information.

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 indication of the 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.

Common questions about returns:

  • If you want to return your order, or exchange a product, pack it together with the return sheet and ship the product back to us.
  • Make sure the return sheet is correctly filled in and that you ship the return to the address that is shown on the return sheet
  • Make sure to ask for a tracking number for your return parcel.

When you return your order to us it takes usually 2-3 weeks 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.

Items ordered online can only be returned with the online shop. An exchange is not possible. If you need to change the size of your product, the smoothest and quickest way will be to return the original product for a refund and order the item again in another size. If your original order contained a campaign price, our customer service will be happy to assist you with this topic.
The money is refunded to the same payment method you used for purchasing.
This is very unfortunate but may sometimes happen. If the package is broken on the outside, do not sign for it at the post office. Please contact customer service with pictures and a description of what is broken for help.

Common questions about gift cards:

Search for gift card in search field or go straight to giftcard. Here you can choose amount and add it to your basket. Note that you cannot buy a gift card together with any other products.
When you go to your shopping basket you will be able to add the gift card number right after the product-overview.
You can add unlimited amount of giftcards to one order.
If you add a gift card as payment for your order we will use all the money available on that gift card. If the order amount is higher than the available gift card balance you can pay the remaining amount with our normal payment methods.
If you return items that have been paid for with a gift card, we will refund money to the gift card. You will receive an email with the gift card details for this refund when we recieve your return.
You can use your gift card at and in our Horze shops. A gift card purchased on cannot be used on any of our other webshops.
Yes - please contact our customer service by email Provide your name and the gift card number. If you have lost the gift card number please provide your email address that used to purchase the gift card or the sales order number stated in your order confirmation.
It is unfortunately not possible to pay for a gift card with a coupon code.

Common questions about other topics:

Click here, to see an overview of all our Horze shops and retailers.
In each newsletter there is a link "UNSUBSCRIBE" in the bottom right of the email. Click on the link to unsubscribe. You will receive email confirmation of your unsubscription.
Our web shop offers a different selection of certain brands than our Horze stores. If you would you like to check if a product is available in your local store, please take contact with the store. You find overview of our Horze stores here.

How can we help you? 

It is a pleasure for us to assist you with any questions you might have. You can contact us anytime via We are also available for you from Monday to Thursday on phone and chat. 

Contact us

+44 121 387 0209

Monday & Tuesday: 08.30 am - 5pm

Wednesday : 11 am - 3 pm 

Thursday: 12- 6 pm