RETURNS & REFUNDS

Defective and Incorrect products received

Please note that any returns or exchange requests need to be made within 3 days of delivery, and only under the following circumstances:

– defective or damaged product received.

– incorrect product received.

Please note that we can not accept any returns of Swarovski browbands that tarnish over time or loose crystals. Please see our Care Instructions for tips on how best to care for your browband.

Standard Returns & Exchanges

Please email your return or exchange request along with your original order number to sales@equestrio.co.nz as soon as possible so that we can make necessary arrangements.

We will do everything we can to ensure customer satisfaction but please note that all decisions on returns and exchanges are made at the discretion of Equestrio.

Refunds will be processed once the item has been received. All returns are subject to a $25 restocking fee.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping is not complimentary on exchanges. A flat rate of $15 will be charged to ship exchanged products – New Zealand ONLY, International exchanges will be charged actual shipping charge.

PS of Sweden Browbands – as per PS of Sweden’s policy:

“Beads, crystals and other embellishments on browbands, for example, are only for show. These embellishments are fragile and if they break or fall off they are not a case for complaints.”

SALE ITEMS OR DISCOUNTED PRODUCTS ARE NON-RETURNABLE NOR ARE THEY REFUNDABLE

 

PRE-ORDER ITEMS

Pre-order items are subject to additional wait times than in stock items. You will be notified when you add an item into your cart whether the item is pre-order or in stock. We will contact you to make sure you are aware of the timelines.

 

NEW ZEALAND DELIVERY

In stock items will be dispatched the next business day after the order is received or once payment has been received. No items will be dispatched without payment being received.

We offer a flat rate of $15 New Zealand wide. 

FREE Standard shipping on orders over $350

 

INTERNATIONAL DELIVERY

International Shipping is dependant on the weight and size of your order and therefore, is calculated at checkout.

Please add the item/s you are wanting to purchase to your cart and then enter your postal address for a quote. 

Standard Shipping is FREE on orders over $500 to Australia, UK, United States and Canada. 

In the event that you have ordered bulky items i.e PS of Sweden Saddle pads we may contact you with an updated quote for shipping.

DUTIES & TAXES

When shipping internationally, you become the importer of the goods and you are responsible for any local duties and taxes charged on import. Payment of local duties and taxes are your responsibility. Equestrio cannot be held liable for local duties and taxes and we cannot alter our invoices for this purpose.

FINAL SALE

During our sales clearance, products marked as sale or marked down cannot be returned or exchanged.

PRIVACY

Information provided to Equestrio will be used only for the purposes of completing your order. Your privacy is important to us because we understand that it is important to you and we will not share any information except as necessary to fulfill your order.

When you provide information regarding a third party – for example to send a gift or voucher – we will only use the information provided to complete the order and to provide information about Equestrio.

The information you provide may be used to communicate information about Equestrio, including promotional material and product information that we think might appeal to you. We are always aiming to improve your shopping experience but if you do not wish to receive information from us you can opt out at any time and we will respect your decision.

If you have any queries in relation to privacy please contact us via email at sales@equestrio.co.nz

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