PRICES AND SHIPPING CHARGES

The prices shown in our online store include the VAT but do not include the shipping charges. Our current shipping charges are:
 

* All orders placed with the Horze web-shop are packed and sent out from our central warehouse in Netherlands within 2 business days after the order is made. Horze holds the right for delays during high season and campaign periods. For orders that include embroidery service, processing the order will take 1 - 3 extra days. Please note that shipments cannot be delivered to post box addresses. Several of the products are ordered from a partner, thus adding to the delivery time. Please refer to the shipping time mentioned on each product page and in the checkout to know your final expected delivery date.

Free shipping only applies to standard delivery. The customer should be prepared to pay an extra fee, defined in the shopping cart, if the customer wishes to have home delivery or chooses to pay cash on delivery. Free shipping does not apply to products that have been allotted an extra shipping charge, like carts and larger products like transportation items for pets. If a product has special shipping charges, this will be mentioned on the product page.

If a clear pricing error takes place (meaning the consumer should within the limits of consumer rights understand the error), the seller reserves the right to cancel an order and not sell items with faulty prices.
 

DELIVERY

The expected delivery time and the delivery method for the order are presented in the checkout process. Customers must be aware that on the Horze website there are items that have an extended delivery time. Ordering one or more of such items will extend the delivery time for the whole order. The delivery time is clearly presented on each product page, and also in the checkout. The average delivery time is 2-4 working days.

Orders with embroidery have 1-3 days longer delivery time.

PAYMENT METHODS

The payment methods available in our online store are:

• PAYPAL
• VISA
• MASTERCARD

CANCELLING THE ORDER

The customer has a legal right to cancel the order within 14 days without giving any reason. The right to cancel the order ends 14 days after the customer has received the goods. The right to cancel does not apply to goods which are personalized or manufactured specifically for an individual customer (for example embroidered products).

If the customer wishes to cancel the order, they have to inform customer service immediately, but not later than 14 days after receiving the goods.

Refund for the products will be paid to the customer when the returned order has been physically received to our warehouse. We will provide a refund attempting to use the same method used to make the payment. In some cases, the customer must inform Horze of their bank account details (IBAN / SWIFT) in order to get the refund. Possible shipping fees will be refunded to the customer only if the customer cancelled the order in full.

If the order is financed by a third party invoice, Horze is not responsible for any remainder fees or costs that may occur during the processing of the cancellation of the order.

If the customer does not pick up two or more orders, Horze will close the customer account. In such cases Horze reserves the right to keep the customer account closed until a re-opening fee (£20) has been paid.

Return Policy

Returns and Exchanges

If you are not satisfied with your product in any way, Horze gives you 30 days in which you may return your item. Please note, however, that Horze is unable to provide a refund for any items that appear to be soiled or damaged in any way. Change of free items or bonus products is not allowed. If returned you will not receive any monetary or material compensation for them.

RETURNS: You may return any item as long as the products are in the same condition and packaging in which they were sent out. You must cover the cost of return postage. You should allow 2-3 weeks for Horze to process your return and refund you accordingly.

Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.

To send a return back to Horze:

1: Login with your order number and emailadress on horze.com/findorder, and register which items you want to return.

2. Pack the items you wish to return back into the box and write the following return address on the outside: 

Horze International GmbH (RETURN)
Dwarsdiep 19
9521CH Nieuw Buinen
Netherlands

3. Drop the parcel off at your closest post office, You must cover the cost of the return yourself.

You will receive an email from Horze when the return has been processed.

Refunds

The right to obtain a refund is valid where products have been found to be damaged, faulty or incomplete upon delivery. We reserve the rights for having minor differences in product colors and details. If you have any doubts regarding those details (also regarding embroidery orders), we advise you to contact our customer service before placing an order. Minor product detail differences and slight changes in colors do not justify a claim. Apply common sense.

The quality of the product in relation to the price that was paid will determine whether a worn out product is eligible for refund.

To obtain a refund, send your product to Horze together with a filled out returns form. It is important that you provide us with sufficient information about your reason for returning the product, how much you have paid for postage and if you would prefer compensation by a replacement or refund of your money. You will also be compensated for the return postage costs if the fault is on behalf of Horze.

You should allow 2-3 weeks for Horze to process your return and compensate you accordingly.

Lost return parcels and unclaimed orders

Please note that if a return parcel is lost when being sent back to Horze, you will only be compensated if you have the postal tracking code for the shipment.

3 for 2

If a product that is part of the 3 for 2 promotion gets returned, the promotion discount will not apply anymore. The price of the free product will be deducted from the refunded amount.

INCORRECT OR FAULTY ITEMS

If the product is delivered damaged, defective or incomplete, the customer has a 2 year right to make a claim. Horze reserves the right to not approve claims that are caused by improper handling of the product by the customer or failure by the customer to follow normal usage guidelines. We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours. Small variations of color or detail, as well as minor issues such as scratches on the product may not be enough to get a claim approved and are therefore usually not entitled for a refund.

If claim is approved, Horze will repair or replace the item free of charge or give you a price reduction or a full refund.

The customer must contact Horze customer service to process the claim. The processing time is typically up to 14 days.

Horze always tries first to resolve complaints and possible disputes with customers. If the disagreement can not be resolved between the parties (seller-customer), the customer may refer the matter to the Consumer Advocacy organization.

The consumer can also raise the dispute through the ODR platform (http://ec.europa.eu/odr). The ODR platform provides both consumers and traders with a platform to settle their online disputes, both domestic and cross-border transactions. The platform is directly linked to national alternative dispute resolution (ADR) bodies, therefore providing consumers and traders with an established and proven method of dispute settlement.

COUPONS AND GIFT CARDS

Coupons (that are distributed in a particular promotional period and which can not be bought) are valid for a limited and pre-specified period. A one-time coupon may only be used once. It will no longer be valid for a new order, even if the original order was returned or cancelled. Coupons must be redeemed by entering the coupon code in the appropriate field in the checkout before sending the order. Coupons may not apply to all products or brands. Coupons are usually not able to be combined with other coupons. Some coupons have a minimum order limit.

Coupons cannot be exchanged for money. Coupons can not be applied after an order has been placed.

If a coupon is used for an order discount (f. ex. £10 discount coupon), the discount amount will be divided to each product in the order. If customer returns one or several of the items, we will refund the discounted price of the returned item.

SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

COOKIES

We use so called cookies on the Horze Website. Cookies are small text files that are saved on your computer which our web server uses to provide you with access to some of the functions available on the Website.

Horze uses cookies to improve the Website for customers e.g. by adapting the Website with regards to the customers’ wishes, choices and interests, to help you to keep track of which products have been put into your shopping cart and handle your purchases, to make sure you have logged into the Website so you do not have to log in every time you browse a different page, to adjust our services to make sure you receive advertising which is relevant to you, and in order for us to fulfill our obligations in relation to a purchase.

Permanent cookies are being used, among other things, to store any personal settings at Horze e.g. to make sure you do not need to redo certain choices every time you visit the Website and to adapt and make information and marketing as relevant to you as possible. Temporary cookies are being used, among other things, for the purpose of registering statistics for the use of the Website.

By accepting Horze´s Terms & conditions and/or this privacy policy and by using Horze Website, you agree to the processing of cookies as described above. If you do not accept cookies being used, you can turn off cookies in the security settings of your web browser.

CHANGES TO THIS PRIVACY AND SECURITY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

Horze International GmbH

Flemingstraße 22
36041 Fulda
Deutschland

CEO: Viola Rebmann, Niko Neuhof

VAT number: DE288579384

Register number: HRB 7995

Registered in: Amtsgericht Fulda

Telephonenumber globally:+44 330 010 2296

Telephonenumber Europe:+44 121 387 0209

Telephonenumber United Kingdom:+44 121 387 0209

Telephonenumber Ireland:+353 1 963 5146