Questions and Answers

We offer free standard shipping on all orders within Australia when you spend over $100. We ship with Australia Post locally.

An Express Post service is available at checkout for $10.

We offer free shipping on orders over $200 to New Zealand.

We offer free shipping on orders over $200 to Canada and the USA.

The Rest of the World is $30 charge.

All of our customers will receive a shipping notification email and tracking number once the order is sent.

Note: We ship your orders from Australia, so import duties & taxes may be payable when your order arrives into your country, if your purchase is over the tax free threshold. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to.
Payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be as order values vary and destination country rules and regulations vary. In most cases our products will be under this threshold and so no charges will be payable. However if you want to be sure, you will be able to get this information from your local customs office (or look up the threshold online) to determine if your order will incur any additional charges on entry to your country.
In order to ensure the earliest possible delivery of your order, please pay these charges in a timely manner if requested by the shipping carrier.

For more detailed shipping information, please see our Shipping & Delivery page.

OUR SHIPPING PROTECTION GUARANTEE

For peace of mind and to protect yourself from shipping issues, we recommend that you add Shipping Protection during checkout.
If you have purchased Parcel Protection and your parcel is lost or damaged during shipment we’ll send a replacement to you the next business day.

If your package is delivered to the wrong address, or goes missing after being delivered without the required signature, we will need to open an investigation with the courier company before we can ship a replacement to you.

If you authorise delivery without a signature, you accept responsibility for the safety of your parcel once it has been delivered.

Making a claim
If you need to make a claim on your parcel protection, please email our team at info@thehorse.com.au with your order number and the information about your claim.

We aim to dispatch all orders within 24 hours, Monday to Friday AEST. Orders received before 12pm will be dispatched the same business day.

However, please allow for additional processing time during periods with high order volumes during our Cyber sale.

Free Standard Australia Post. Orders over $200. Estimated Delivery Time: 5-10 business days.

Standard Australia Post. Flat rate $10 . Estimated Delivery Time: 5-10 business days.

Express Australia Post. Flat rate $10. Estimated Delivery Time: 1-3 business days.

All of our orders to USA and Canada are shipped using FedEx and should arrive within 3-7 business days of the order being sent. And will require a signature on delivery.

All of our customers will receive a shipping notification email and tracking number once the order is sent.

Please refer to our Shipping & Delivery page to view order processing and delivery timeframes.

Please note: our delivery timeframes are estimates only, and may vary with public holidays, weather elements, congestion in the carrier network, and other influences outside of The Horse's control.

If you notice something is incorrect with your order after it has been placed, please contact us immediately. We will do our best to change or amend the order, however, we are unable to make any changes once your order has been dispatched.

Please note that our customer care team is available M-F 8 - 4 AEST.

Please kindly note, only one valid discount code can be applied per order. If you are having troubles with your code, please don't hesitate to contact info@thehorse.com.au or call (+612) 9037 3921

Please email our customer care team and we will arrange a redelivery at our earliest convenience.

No. We do not accept exchanges or returns on sale items.

Most of our Time Teller styles are 5ATM, and The Classic is 3ATM which means exposure to high humidity and light rain showers is acceptable. Avoid wearing the watch whilst showering, swimming, diving or during any other activity where it may be subject to abnormal water pressures or environments where heat and moisture are present.

Although because the watch has a leather strap – we wouldn’t recommend getting it wet at all, as that will significantly shorten the lifespan of the band.

Products marked "Coming Soon" are incoming pieces not yet in stock. You can sign up to get notified via email when they arrive – simply click the "Notify me" button, enter your email address and click OK. You will then receive an email notification when the product is available to buy.

The leathers we use are premium hides tanned under gold-rated Leather Working Group environmental protocols, then dyed through so they age gracefully. They are sourced largely from Italy and Korea.

The Leather Working Group (LWG) is a multi-stakeholder group dedicated to pushing for environmental best practice throughout the leather supply chain. Founding members included brands such as Adidas, Clarks, Nike, Ikea, New Balance and Timberland, as well as key leather manufacturing companies from across the globe.

There are no official characteristics that determine whether leather can be classed as an eco-leather. The LWG believes, based on extensive research and industry knowledge, that environmentally preferred leather can be identified by two key parameters: 1. How the leather is manufactured. 2. The inputs used to manufacture it.

There is no official terminology. This term is sometimes used for leathers that are not tanned with mineral tanning agents. It is highly ambiguous and has led to the false belief that the skins or hides have come from organically reared animals.

With a lot of 'vegan alternatives', the manufacturing process can be more resource heavy and environmentally damaging, with high water use and chemical processing - and the majority not biodegradable.

We’re very focused on crafting our leather pieces from premium, environmentally certified leather only at this stage. We understand that for some people, as an animal by-product, leather isn’t an option, which is why we have introduced The Blockout and Ocean Plastics watch collections as a leather band alternative.

We pride ourselves on the quality of our products, however if you believe something isn’t quite right with the product(s) you’ve received, please get in touch at info@thehorse.com.au or give us a call at (02) 9037 3921 from 8am-4pm weekdays.

We stand behind the products we create. If you believe your product has a manufacturing defect within 12 months of purchasing the product from our online store, we apologise. Please get in contact with us via our email info@thehorse.com.au and provide your order number and photos of the watch / suspected issue. Our customer care team will respond to you as soon as they can. 

Our stockists are responsible for their own stock, returns and warranty claims.

We aim to process your claim within the week of receiving it.

The Material: The leathers we use are premium hides, tanned under gold-rated Leather Working Group environmental protocols, which are then dyed through so that they age gracefully. The leather they use is mainly sourced from Italy and Korea.

The Manufacturer: We have a long-standing partnership with our leather goods manufacturers in China and India, who have been trading for over 30 years. We love the care and quality they take with our leather pieces and our shared commitment to sustainable and ethical production.

In the words of the owner's daughter, "like many entrepreneurs, my father believes that fortune comes from hard work, so he had a hands-on approach to business". Actively involved in every aspect of the business, from meeting customers, training and teaching workers to inspecting goods, he quickly earned a reputation in the leather goods industry through his commitment and vision to deliver high-quality products and reliable service to customers. He has recently retired, and his daughter, alongside her brother, now runs the company. Women account for 60% of their employees, and their finance, HR, administration and sales teams are all-female. Many of them have been working there for over ten or twenty years, which is a credit to their employee satisfaction and healthy work culture.