F.A.Q.

Any question about Horse Deco? Please, read our FAQ. If you don't find the right answer, contact us.

 

Order processus

How do I order merchandise from  Horse Deco?

To order merchandise online, visit https://horse-deco.com, click Collections or Products then choose which product you are interested in. Select your desired items by clicking on it. On the item page, select the appropriate item feature in the drop down menu and click on “Add to cart”. In your cart, select your quantities. Once your selections have been finalized, click “Checkout” or "Paypal" according to your payment method choice. Follow the next instructions for payment.

I made a mistake on my order, how do I fix it?

If your order hasn't yet shipped, please contact us directly.

I would like to cancel my order, how should I do?

You can do so at any time before your order is shipped out.  Simply contact us and give us your order number and your cancel request. We'll promptly refund you in full. If your order has already been shipped out, we can still refund your order, however we will need to wait for your parcel to return to us before we can process the refund.

 

Payment

Can I pay with any currency?

Yes! We accept payments in all major currencies and deliver worldwide. Please note: all transactions in our store will be charged in USD. Other displayed currency is only an estimate guide from the live currency exchange rate. Your bank will charge you in your local currency according to their exchange rate on the day. Please note that some bank charges a small transaction fee due to a different currency.

Which payment methods can I use?

The checkout process uses PayPal or Stripe - the most trusted online payment solutions on the web. You can either pay using PayPal balance or any credit cards.

Why am I being asked to verify my credit card?

In certain circumstances we may require additional information from you to verify your credit card before your order can be processed. An email will be sent to you with a credit card verification form. Please complete the form and return it within seven (7) days to avoid cancellation of your order.

Will my Information be kept secure?

The payment process on Horse Deco is entirely HTTPS secure using the latest web standards. The payment gateway we use have been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

Why is my credit card being declined?

Unfortunately, when a credit card gets declined, the only information that we receive back from our credit card processor is the word "DECLINED".

A credit card could be declined for any number of reasons: 

  1. You entered in the wrong card number.
  2. You entered in the wrong billing address.
  3. You entered in the wrong CVV2 number (i.e. the number on the back of the card).
  4. You exceeded the daily spending limit on your card (e.g. $1,000 per day).

If your card was declined, please verify that all of your credit card information is correct, and try submitting your order again. If your card is declined the second time, make sure that you aren't over your daily spending limit.

 

Delivery Time

It’s been ages and my order is still not here! Where is it?

If it’s been a couple of weeks since you received your dispatch notification email, your order should be with you, but, before getting in touch, please check the following: did you receive both an order confirmation email and an email confirming your order has been dispatched?

If you have both these emails, is the delivery address correct on both? Have you received an email telling you that your order has been cancelled? (Could this be lurking in your SPAM folder?).

If you’ve checked all the above and still believe your order is late, please drop us a message on the contact page with ‘Where’s my order?’ in the subject line and we'll get back to you straight away.

 

Shipping

Do you ship worldwide?

Yes, we ship internationally.

When will my order ship?

Please allow 2 -4 weeks shipping.

    How much will it cost to get my order delivered?

    We are now offering  FREE Worldwide Shipping on all orders, except on FREE+ shipping promotions.

    Where are products shipped from?

    Horse Deco partner with global merchants in order to provide you the best prices and a unique global shopping experience. This means that part of your order may ship from global areas such as Thailand, Singapore, Australia and USA etc. However, our main warehouse is now based in China so most of our products will be QC, packaged and shipped together from our warehouse.

    Do you offer package tracking?

    There will be tracking number provided for these countries: United State, Canada, United Kingdom, Australia, New Zealand, Norway, France, Germany, Russia, Turkey, Denmark, Italy, Austria, Belgium, Poland, Singapore, Malaysia, Japan, Korea, Taiwan, Hong Kong, Macau! For rest of the world, you can still receive free shipping but no tracking info will be provided.  

    You should receive an email with tracking details when your package has shipped. (Also check your Spam folder if you can't find it) then, go to Order Lookup page to track you package.

    Where is my package? The tracking information hasn't updated  in a long time. What's happening?

    Unfortunately, We only see the same tracking information as you. In some cases, international orders can take up to 4 weeks to clear customs. If the tracking information was last departed from the warehouse and has not updated recently, it is more than likely still making its way overseas. Once it arrives at that next overseas destination, the package will be scanned and the tracking information will update. If it has been over 4 weeks since it has been updated, let us know and we can try shipping your order again.

    I accidentally provided the wrong shipping adress?

    If you catch this error quickly, and if we haven't shipped your order yet, please contact us with your order number and the correct mailing address. We'll make the change on our end and ship to your new address. If we've already shipped your order to the incorrect address you accidentally provided, we'll have to wait for the order to be returned to us and you'll need to pay for re-shipping the item to your new address. In either scenario, please contact us with your order info and new address!

    I paid for shipping on my order but when the package arrived, I had to pay to receive it, why?

    Our shipping cost does not include import or customs taxes. This is a common occurrence for international orders and unfortunately, we have no control over them.

    Return Policy

    What happens if my order is damaged during shipment?

    We replace it! 
    We do our absolute best to package your order so that it arrives in perfect condition. Unfortunately, we can't control the UPS / FedEx delivery drivers who will be handling the order along the way. 

    If your order arrives damaged, simply contact us and we'll get a replacement order.
    Don't worry - damage rarely occurs.

    What is your return policy?

    We hope that you love your items from us, however, if for any reason you're not happy with your order we offer a return policy to all customers. Please read our return policy.

      

    Gift Cards

    Do you sell gift cards?

    Yes, we certainly do. You can purchase Horse Deco Gift Cards here (available soon). The gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees and no expiration dates.

     

    Newsletter

    How will I benefit if I will sign up to Horse Deco?

    You will be able to get notified about our new products, hot deals and special coupons for subscribers only by email.

     

    Contact

    How do I contact Horse Deco?

    Please drop us a message on the contact page with your questions and comments.