Frequently Asked Questions

Concept
.

What is Horsify?

Horsify is a Belgian based company that was created to simplify shopping for horse and rider. The product range covers articles for everyday and recurrent use and is sold through an online store.

Why order online at Horsify?

Horsify strives to offer good quality, useful, original and stylish products at competitive prices. 

They are carefully selected with a view to smooth the way for the customer's choice and occasionally comments are provided under the heading "Horsify's opinion". As much as possible, natural products are on offer. 

Horsify undertakes to provide practical, secure and fast service from the order to the delivery of your parcel. 

The products on offer don't really need to be taken in hand or to be tried for size before purchasing but if in doubt, it is always possible to contact Horsify.

How to contact Horsify ?

For any information, suggestion or question, please contact us

- by email at sales@horsify.be

- by phone at +32 (0) 497.55.54.07 from Monday to Friday from 9 am to 5 pm (except bank holidays)

Orders and delivery
.

In which countries can I order and get delivery?

Belgium, Austria, Finland, France, Germany, Greece, Denmark, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, United Kingdom.

If you are ordering out of Belgium, don't neglect to take into account the impact of your location on the overall cost and time for delivery.

You must check with the local authority of your country for any import or product use restrictions. 

What delivery method can I choose? 

The delivery services of Bpost are valid for deliveries in Belgium and abroad.

For all deliveries in Belgium, France, Netherlands:

-       to the address of your choice OR

-       to a Collection Point

For deliveries to Austria, Finland, Germany, Greece, Denmark, Ireland, Italy, Luxembourg, Poland, Portugal, Spain, Sweden, United Kingdom

-       to the address of your choice

Are transportation costs included and how much does it cost?

No, transportation costs are not included in the item price. Shipping costs are charged at the rates shown on the website at the date of the order and calculated based on the size of the order and the shipping method chosen.

They appear clearly in the windows that guide you to your order checkout. 

Some discounts can be applicable depending on the amount of the order and your location and are visible on line during the order process. 

What are the estimated delivery times? 

Delivery is estimated at

- 1 to 2 working days for Belgium

- 2 to 5 days for rest of Europe

You must provide a shipping address where someone you trust can sign your parcel upon receipt.

These deadlines are average estimates and are mentioned for information purposes only. 

Can I get a parcel delivered to the office or to the stables? 

Yes, but you must provide a shipping address where someone you trust will be able to sign for your parcel.

How can I be sure that the order is confirmed?

You will receive an email confirmation with your order number. You can track the status of your orders in the section My orders when you are connected on My account..

How can I track my package?

Your parcel has a tracking number that is given to you when the shipment is ready. This number will help you identify and trace every shipment as it moves to its final destination. With your tracking number you can determine the current status of your shipment and verify delivery.

What will happen if I am not at home/available when my order arrives?

The postman will leave a notice in the mailbox. You can either pick up the package within 14 days (delivery day not included) in the post office or collection point indicated on the notice, or request a second presentation on the date of your choice.

In case of delay in delivery, what should I do?

Contact us at sales@horsify.be with the shipping number and we will try to work out with you what is wrong.

Where can I find the general sales terms and conditions?

Click on the General Sales Terms link at the bottom of the web site.

Prices and Products
.

What currency rates are used?

All rates are in euros. 

Are prices inclusive of VAT?

Yes, prices are inclusive of VAT.

How do I know if I am buying something the right size?

As a general rule, Horsify tries to provide descriptions, specifications and the most accurate possible illustrations of the items offered. However, they are not binding and are intended only to give a general description of products.

I can’t seem to be able to order more than 6 units. How come?

Horsify can deliver more that 6 units of a product but to in order manage our stocks as smoothly as possible, there is a limit for the online orders. If you are ordering more than 6 units, it is most likely that your needs are those of, or close to those of, a professional of the industry, in which case there may be some special sales terms applicable to your orders. To increase the quantities and find out more about the terms for professionals, you must contact us at sales@horsify.be.


Orders and Cancellations
.

What is the policy to cancel an order?

Pursuant to the Belgian Law of 14 July 1991 on trade practices and consumer protection and information, the buyer has a period of 7 working days from the day after the date of delivery of the order, to notify Horsify that he waives his purchase in whole or in part.

This right of cancellation does not apply to the professional buyer but only to consumers as individuals.

For customized products, the buyer is not entitled to this right.

The right of renunciation is subject to the buyer returning the items subject to cancellation within 5 working days from the notification by registered mail of the cancellation. 

Returned products must be shipped in the same condition, in their original packaging and in perfect condition. They must be accompanied by their delivery note or invoice. Return costs are borne by the buyer.

In case of order cancellation, Horsify will refund the buyer within 30 working days after receiving the goods up to the price of the items, but will not refund shipping costs.

To return the goods subject to cancellation, the buyer can

- Return them in person to Horsify’s showroom (by appointment only)

- Ask for a return label to apply to the parcel to return. The buyer must deposit the parcel at a Bpost collection point.

- Use a reliable delivery service because Horsify can never be held responsible for the loss of goods during transportation. Packages returned without postage or insufficient postage will be refused and returned to sender.

Horsify reserves the right to refuse returned items or not to reimburse if they were damaged by the buyer or his horse, used or whashed, or if the original packaging was opened.

What sould I do if I have received one or more goods that were not part of my order?

You should contact Horsify as soon as possible by email at admin@horsify.be to arrange delivery of the correct order and the return of the incorrectly delivered items. Transport costs in this case are at Horsify’s expense.

The mistakenly delivered items must be shipped in their original packaging, and must be accompanied by their delivery note or invoice.

What should I do if I have received a faulty/damaged item?

You should contact Horsify as soon as possible by email at admin@horsify.be to arrange delivery of the correct order and the return of the faulty / damaged items. Transport costs in this case are at Horsify’s expense.

The faulty/damaged items must be shipped in their original packaging, and must be accompanied by their delivery note or invoice.

What will Horsify do if they’re out of stock for an item in my order?

Horsify is attentive to avoid this so normally it should not happen. However, should it occur, Horsify will inform you no later than within 2 working days of your purchase and offer either an alternative product or a new delivery date for the item and the order in question, or repayment of all or part of the order, depending on whether you agree to partial delivery.

Customer area and Confidentality
.

I’ve forgotten my password. What can I do?

From the Log In or My Account page, click the Forgot your password? link.

Enter the Email Address that you used to sign up for your store. Then, click the Submit button.
A Password Reset Confirmation email will be sent to the email address that is associated with your account.

Click the link in the email, and when prompted, enter your New Password. Enter it again to confirm, and click the Reset a Password button.
Your new password must be six or more characters in length, without spaces.

You will be notified that the password has been updated.

I can’t log into my account. What can I do?

If you were not able to connect by following the forgotten password procedure, please send an email to admin@horsify.be so we can assist you and reset your log in information.

I want to update my contact information. How?

Connect yourself from the My Account page. You will find there access to all your data. You can edit information as appropriate (account dashboard, account information, address book).

I would like to add a new delivery or billing address. How?

Connect yourself from the My Account page and go the Address Book section. First you must create the new delivery or billing address by clicking on Add new address. Fill in the information as appropriate and when completed click on Save address. Once you have created a delivery address or billing address, you can edit the default addresses by clicking on Change billing address or Change delivery address

What does Horsify do with my personal information?

Horsify undertakes not to divulge the coordinates of its customers to third parties without prior consent.

Can I receive an invoice for my order?

Yes, this option is included in the purchasing process.

If you have a registered VAT number and you are located outside of Belgium, the goods sold can be invoiced without VAT but you must contact us by email at sales@horsify.be before your first order so we can configure your account to apply the appropriate VAT. 

Does Horsify use cookies?

Cookies are small text files generally coded randomly, that help your browser navigate to a specific website. The cookie file is generated by the site you visit, and it is accepted and processed by the browser software on your computer. The cookie file is stored in the folder or subfolder browser. Your browser navigates back to the cookie file when you revisit the website that created the cookie file. Among other functions, the browser uses the information stored in the cookie file to simplify your navigation on the website allowing you to automatically log in or to remember the settings you selected during your previous website visits. Horsify operates the site in “cookie restriction” mode which means that you must give your consent before making the cookies active on your computer. Check out our Privacy Policy for more information.

Payments
.

What currency is used for payments?

Prices are in euros.

What are the possible payment options?

- credit card (Visa, MasterCard, Maestro),

- debit card (Bancontact/Mister cash)

- PayPal

- gift voucher

- bank transfer

Are payments secure?

We take security and customer service very seriously and appreciate the trust placed in us by our customers when giving us their details.

When you send us your personal information, the link between your PC and our server is encrypted using Industry standard methods - referred to as SSL - guaranteeing absolute confidentiality of your data.