Shopping with Us: FAQs

What payment methods can I use?

Once you have placed your order online, you will then be emailed an invoice with our banking details. You can then do an EFT to pay for your order. Please ensure a proof of payment is emailed to info@horsemanshaven.co.za

How to order?

 How do I place an order online?

Step 1

Browse through our catalogue via the categories on our website. Once you have selected the product you desire with colour and size variation you need, simply select ADD TO CART button. There are some items that may temporarily out of stock, in which case, you will not be charged for these items on your final invoice that is emailed to you.

Step 2

Once you have selected an item to add to your cart you can continue to shop for other products to add to your order or proceed to checkout by selecting the PROCEED TO CHECKOUT button under the order sub-total.

Step 3

Once in the checkout area you will add your customer information such as delivery address, contact details and desired shipping method.

Click on PLACE ORDER and your order will be emailed to us for processing.

Step 4

Once your order has been placed you will receive an email confirming your order. You will then receive a final invoice with our banking details for EFT payment.

For any queries regarding your order please feel free to contact us info@horsemanshaven.co.za

 I don’t want to order online… how else can I order?

You are welcome to email your orders to us on info@horsemanshaven.co.za or alternatively Whatsapp your order on 082 3301075 or give us a call to order telephonically 011 467 2591

 Can I change my order?

You can change your order as long as it has not already been processed to be dispatched. Please send clear order change instructions to info@horsemanshaven.co.za and we will assist where we can.

What delivery options are there?

We offer three shipping methods to clients:

Courier:

To request a quote to have your order couriered to you, select this option.

Postnet Counter to Counter delivery:

Postnet retail stores offer a counter to counter courier service. Parcels less than 5kg will cost R99 and R20 per kg thereafter (actual or volumetric weght… whichever is greater). Delivery within 2-5 working days.

Collection:

Clients are welcome to collect their orders directly from our retail store in Fourways, Johannesburg. Clients are welcome to arrange for their own couriers to collect on their behalf. Please note orders can only be collected once your order collection notification has been emailed to you. For urgent orders please call us.

No goods will be released unless payment has reflected in our account.

What is the Exchange, Return and Refund Policy

When buying items online there will be times when a client requires a different size variation to the item they have received. We welcome exchanges on the condition that the exchange notice is sent to us in a timely manner and that the items are in the same condition as received. Return of items to our retail store fall on the client, shipping fees are non-refundable. Please take care when sending goods back to us so that the items are not damaged in any way during the transport process.

When items are returned for reasons such as incorrect size/fit and are needed to be exchanged please note we need to ensure the item/s are returned in the same condition as received. Client will be responsible for shipping charges back to us. Our expectation means you’ve kept all your original packaging and labels intact and that the item is undamaged and unused. On receipt of your goods we are happy for you to inspect them/try on clothing items but if you use the item, remove tags or soil the item this may affect your rights to return goods for a full refund, exchange or credit. We reserve the right to refuse an exchange or refund if the goods are not in saleable condition.

Please note items purchased on sale are not available for exchange, return or refund.

Will I be refunded any return shipping fees?

We’ll refund return costs up to our standard delivery option cost if:

You received the incorrect item

You received a damaged item

You received a defective item

For all other returns, delivery is at the client’s cost.

What happens when I have a defective product?

We always endeavour to represent the brands we stock to the highest level and clients are welcome to send through their product defect queries.

When dealing with a defective product please keep in mind that most of our suppliers are international and that a defective product complaint can take up to two weeks to finalise due to time zones or the fact that the physical item cannot be viewed by the supplier other than a photograph.

Wear and tear of an item falls out of ours and the suppliers hands, products that have clear signs of wear and tear or improper care to the manufacturer/label instructions will hamper a warranty claim. Manufacturer defects should be presented with immediate effect to ensure your query is handled favourably, please do not use the item further once a product defect has appeared/occurred.

How long do I have to return/exchange items?

Our returns policy is 10 working days from receipt of goods.