FREQUENTLY ASKED QUESTIONS

The most frequently asked questions concerning Equinus Equestrian will be listed below. If you still have an unanswered question you can contact us through equinusequestrian@hotmail.com.

PRODUCTS
Why isn't my product the exact same colour as the picture on the webshop?Waarom is mijn artikel niet exact de kleur van de foto op de webshop?
It can happen that the product you receive isn't the exact same colour as it is on the online pictures. This can be explained by the fact that these pictures are often taken in studio lighting and they are often tweaked afterwards. Intensity of the colour is dependant ont the paints and pigments that have been used by the brand. We sedly can't change anything about that.

Why can't I select a size when I try to order this article?
This can happen when there's only one size available. The available size will be mention in the description of the product!

Why can't I select a colour when I try to order this article?
This can happen when there's only one colour available. The available colour will be mention in the description of the product!

Why can't I order a larger amount than 10?
You can order a larger amount! When ordering through the webshop, you can order up to ten of the same product, when you wish to order more you can contact us through equinusequestrian@hotmail.com.

SHIPPING AND RETURNING
GETTING AN ORDER SHIPPED
You can easily order at Equinus Equestrian and it will be shipped that same day when all products are in stock and your order has been placed before 16:00. Excluding sundays and holidays. 

How much do I pay for shipping?

*When shipping is being handled by Bpost, we are not responsible for loss and/or damage obtained during the shipping of your order
**These shipping costs are applied to every 20kg weight of your order

I want to order something small but still have to pay €6,00 shipping cost?
Yes this can happen. This is due to the fact that the ordered product doesn't fit in an enveloppe and is thus viewed as a parcel which is more expensive to ship.

When can I expect my parcel?
When you order before 16:00 and your payment went through, we will sent your parcel that same day but how long it will be on it's way depends on our courier service. Parcels are often delivered the next day but at the latest four days  later, mailbox post will take between two and five days to reach you. In case you chose for the option 'pre transfer', your parcel will be sent the day we receive your payment.

What do I have to do when my order hasn't arrived?
When shipping is being handled by Bpost, we are not responsible for loss and/or damage obtained during the shipping of your order. We don't get collaboration or compensation from Bpost. Unfortunately, we don't have any other option than Bpost for mailbox post.

When shipping happens with the use of a courier service, you can mail us at equinusequestrian@hotmail.com with a mention of your order number. Then we'll start the investigation and if need be we will compensate you with the full amount including shipping cost. If your item has been damaged, we ask you to return it, you can find more information about returning below.

PICKING UP
Do you wish to pick up your order yoursel at Equinus Equestrian? That's possible, you can chose the option 'Pay at Pickup'. You will receive an e-mail when your order is ready to be picked up and then you can come pick it up at our store in Balen. An order will stay available for seven days before the items will be put back in the racks.

RETURNING
You can withdraw from the purchase within fourteen days after receiving the parces without giving us a reason why. You will have to send the products back to Equinus Equestrian at your own cost within fourteen days after you've notified us. If you want an exchange because you've ordered the wrong size or colour, there's a defect or we sent the wrong item, you can contact us through equinusequestrian@hotmail.com, we will sent you the new product without any additional shipping costs, if we have already received the original product from you. We ask you to fill in this form and send it to us through -e-mail and with the return parcel if you wish to use your right to withdrawal. We will rifund you the total ammount including shipping cost as soon as possible but within fourteen days if we have received the return-parcel.

PAY ATTENTION: exclusion of the right of withdrawal is possible for products:

• That the entrepreneur has established in accordance with the consumer’s specifications;
• Bought at a discounted price or during a deal;
• That are clearly personal in nature;
• That cannot be returned due to their nature;
• That rapidly decay or become absolute;
• For hygienic products that are sealed and who’s the consumer has broken the seal;
• For products where an amount however small has been used by the consumer

METHODS OF PAYMENT
What are payment costs?
Payment costs are certain amounts that get charged by our online payment-system. This is a secured and completely self-contained system that makes sure that you can safly conclude your purchase. The costs differ strongly depending on which method you wish to use and the amount of your purchase, only a part of the costs will be charged to the consumer.

Which payment methods get accepted by Equinus Equestrian?
We try to have something available for everyone so you can all order with Equinus Equestrian. The methods of payment we accept at this moment are:

• Bancontact
• Belfius
• KBC/CBC
• Sofort Banking/DIRECTeBanking
• iDeal
• Bitcoins
• Creditcard
• Paypal
• Vooraf overmaken
• Betalen bij afhalen

How does pay at pick up work and what are the additional costs?
When u choose the option pay at pick up, your order will be sent to us without having to pay anything. You will receive an e-mail when your order is ready and then you can come to pay and pick it up at the store in Balen during opening hours.

How does pre pay work and what are the additional costs?
When you choose the option pre pay , you will receive our payment details through mail. After that you can transfer the complete amount of your order through your bank. Note that we will only ship your order when we have received the payment!

How does payment with Bancontact work and what ar the additional costs?

When you choose the option Bancontact, you will be sent to the Bancontact screen after checking over your order. There you can pick if you want to pay with your card or with the Bancontact application. The additional costs for paying with Bancontact are €0,39.

How does payment through Belfius work and what ar the additional costs?

When you choose the option Belfius, you will be sent to the Belfius screen after checking over your order. There you can pick if you want to pay with your card or with the Belfius Mobile application. The additional costs for paying with Belfius are €0,75.

How does payment through KBC of CBC work and what ar the additional costs?

When you choose the option Bancontact, you will be sent to the screen of our online payment system after checking over your order. There you can pickyour bank: KBC or CBC. After this you will be sent to the KBC or CBC screen where you can choose if you want to pay with your card, your smartphone or with KBC for Business. The additional costs for paying with KBC or CBC are €0,75.

How does payment through Sofort Banking of DIRECTeBanking work and what ar the additional costs?

When you choose the option Sofort Banking/DIRECTeBanking, you will be sent to the Sofort screen, supported by Klarna after checking over your order. There you can pick your bank. The additional costs for paying with Sofort Banking or DIRECTeBanking are €0,75.

How does payment with iDeal work and what ar the additional costs?

When you choose the option iDeal, you will be sent to a screen within Equinus Equestrian after checking over your order. There you can pick you bank and continue. It's important to not close your screen after the payment through iDeal! Because our online payment service is called Mollie B.V., the beneficiary will also be noted as Mollie B.V..The additional costs for paying with iDeal are €0,29.

How does payment with Bitcoins work and what ar the additional costs?

When you choose the option Bitcoins, you will be sent to the check out screen of our online payment service after checking over your order. There you can pick if you want through a QR-code, to an address or with your Bitcoin-wallet. The additional costs for paying with Bitcoins are €0,25.

How does payment with creditcard work and what ar the additional costs?

When you choose the option Creditcard, you can pay with your Visa, American Express, Mastercard, Maestro, Carte Bancaire or Carta Si. will be sent to the Sofort You will be sent to the check out screen of our online payment service after checking over your order. There you can enter your details. The additional costs for paying with Creditcard are €1,00.

How does payment through Paypal work and what ar the additional costs?

When you choose the option Paypal, you will be sent to the Paypal screen after checking over your order. There you can pick if you want to pay with your account or with your credit card. The additional costs for paying with Paypal are €1,00.

COMPLAINTS EN COMPLAINTS PROCEDURE
Can I go to Equinus Equestrian with my complaint?
Of course! When you've had a negative experience with us, you can always contact us through equinusequestrian@hotmail.com. We will try to solve your problem with you and we're always trying to improve our service so your feedback is certainly helping! Complaints about the performance of the sales contract can be sent in up untill seven days after you noticing the defect. Within fourteen days we will get back to you with an answer or an indication of when you can expect a more detailed answer.

What to do when the complaint can't be solved with a joint consultation?
When we can't solve your complaint, it is susceptible to the dispute resolution, you can contact the European Dispute resolution platform (http://ec.europa.eu/odr) to submit your complaint in order to reach an out-of-court settlement if the consumer is living in the European Union.

What if the European Dispute Resolution platsform can't help either?
Belgian law shall apply exclusively to any dispute, agreements and orders, even if the consumer lives abroad. Only the court of Turnhout is qualified to judge in any dispute.