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Customer Service

How Can We Help You?

Payment is 100% securely processed by Stripe.

The following types of cards are excepted:

  • Visa
  • Mastercard
  • American Express
  • Discover & Diners
  • Also Apple Pay & Google Pay

Shipping is processed through our multiple production partners and your order may in be multiple packages due to different production partners.

As soon as an order is dispatched, we will notify you with a tracking number. 

Shipping Delivery Times Table

POLICY ON RETURNS AND CANCELLATIONS

We are proud of what we sell, and your feedback is critical to our further growth. Due to the product that you are purchasing is considered one of a kind and is personalized, a refund is only possible if it was a mistake made by The Horse Show Merch. We want your shopping experience to be straightforward, so if you are not completely happy with your purchase, we will gladly refund or swap it. For more information, see the following:


ELIGIBILITY

  1. The products have been purchased within the last 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
  2. All products must be new and unused.
  3. All products must be unopened and in their original packaging.
  4. There must be no foreign odours on any of the objects.
  5. The request was received within 7 days of the item being declared as delivered.

STARTING THE PROCESS

  1. Log into ‘My Account” section
  2. Navigate to “My Orders” section
  3. Click on “Return” beside your order

GETTING YOUR RETURNS BACK TO US

  1. Item(s) for Store Credit must be sent within 31 days after authorization, and item(s) for Refunds must be postmarked within 7 days of authorization.
  2. The customer is responsible for shipping costs (Non-Refundable)

RECEIVING AND PROCESSING YOUR RETURNS

  1. If your return is eligible, we will reimburse your account in full with store credit within a few days of receiving it.
  2. If your return is rejected, you will get an email explaining why and providing more instructions.

DEFECTIVE ITEMS

If you get any item(s) that are damaged or received in error, you will obtain a refund or replacement at no cost to you.

CANCELLATIONS

All cancellations must be made within 24 hours after ordering to avoid any fees. Cancellations made after 24 hours will not be refunded; instead, a Store Credit will be granted less a 30% restocking fee. After 24 hours, shipping costs are non-refundable.

SALE ITEMS

Only regular priced items may be refunded. Sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info(at)horseshowmerch.com

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

What drives our business forward are our customers. As a result, we work hard to produce a fantastic product with a brilliant design in the shortest possible period. We take pride in going above and beyond what is required to satisfy our customers. If we fall short in any manner, kindly let us know by getting in touch with us through our contact page.

T-SHIRTS

  • Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors.
  • Use non-chlorine bleach, only when necessary. No fabric softeners.
  • Tumble dry low or hang dry for the longest life.
  • Cool iron inside-out if necessary. Do not iron decoration.
  • Do not dry clean

HOODIES

  • Machine wash at low heat.
  • Wash garments inside-out, with similar colours. 
  • Avoid using bleach. 
  • Use non-chlorine bleach if necessary. 
  • Do not use fabric softeners. 
  • Tumble dry on a low cycle. 
  • Hang-dry for longer life. 
  • Cool iron inside-out. 
  • Do not iron directly on the print. 
  • Do not dry clean.

KIDS HOODIES & SWEATSHIRTS

  • Wash similar colours together
  • Do not iron on print
  • Wash and iron inside out.

QUARTER ZIP SWEATSHIRTS

  • Wash similar colours together
  • Do not iron on print
  • Wash and iron inside out
  • Close zip before washing

JACKETS/GILETS

  • Wash similar colours together
  • No ironing
  • Wash inside out
  • Close all zips before washing

HATS

  • Use warm water and dish soap and clean spots off your hat. It’s not necessary to soak the whole item.
  • For hard-to-clean spots use a soft-bristled brush.

BOTTLES

  • Hand wash only.