How can I place an order?
Thank you for deciding to shop with us. You can place an order via our website by adding the relevant products into your basket. Once you have added all the items you wish to purchase to your basket you can complete your order through the checkout page. If you require further assistance or if you would prefer to place your order over the phone, please get in touch. You can find all of our contact details on the contact us page.
How do I change or update my account information/password?
You can change or update any of your account information by logging into your account and clicking "view or amend" in the account details section. If you have forgotten your password you can reset it.
What payment methods do you accept?
We currently accept MasterCard, Visa, Visa Debit, Maestro, American Express, Delta, PayPal and Amazon checkout. You can also pay directly in to our bank account, for our bank details if you please give us a call on +971 4 3594940.
How do I cancel my order?
If you wish to cancel your order please notify us as soon as possible. Orders for items that are personalised cannot be cancelled.
When should I expect my order?
We aim to process all of our orders within 2 working days. For items that are not in stock at the time of purchase, an estimated lead time will be provided upon check out. You should receive an email to let you know when your order has been dispatched, and a further email with tracking details if applicable. If you require further assistance with the status of your order please do not hesitate to contact us.
What should I do if I receive faulty goods?
If an item that we have delivered to you is faulty we will be happy to provide you with either a repair, replacement or a refund. In order to process faulty goods more efficiently, we would first recommend that you email us photos and details of the fault to info@horseuae.com. We may then require you to return the goods to ourselves. Please refer to our return procedures for information on how to send the goods back to us. Goods returned under complaint will not be accepted unless clean and dry (Health & Safety Act 1972). Upon receipt of the item, the fault will be investigated. We endeavour to resolve the issue within 3 working days from receipt of the faulty goods. On occasion the product may have to be returned to the manufacturer to determine the fault. In this case it may take up to 30 days for a conclusion to be made. If the goods are deemed faulty we will issue a full refund including the cost of postage. Many of our products are guaranteed for a certain period from the date of receipt, providing they are used in accordance with the manufacturer’s recommendations. If we feel it is necessary, goods will be returned to the manufacturer for their investigations and comments. Please allow 30 days for an exchange or refund in these instances. This is in addition to your statutory rights.
How do I make a complaint?
We aim to deliver only the very best in customer service. If something wasn't as you'd expected please email us at complaints@horseuae.com . We aim to resolve any issues as quickly as possible, customer services department will aim to come back to you within 48 hours. Any discrepancies must be reported to Tack & Track within 48 hours.