Questions and Answers

As a guide, for delivery by 28th November we would strongly recommend ordering no later than 12pm Thursday 21st November.

Please note all shipment times are an estimate and cannot be guaranteed as there may be factors out of our control that impact the above shipping deadlines.

If you have any questions regarding transit of your package, please contact us at info@thehorse.com.au

Pre-orders for Clementine in Taupe and Black are now open with an expected dispatch around 20th November. Please note Coffee pre-order has now sold out. Back late November.

Clementine September Pre-Order Update:

Thank you so much for your patience as we work through an unforeseen delay with our Clementine bags due to port congestion. We’re now expecting to dispatch all orders by late next week (week of 11th November), and we deeply appreciate your understanding.

Once your bag is on its way, we’ll send tracking details so you can follow its journey to you. As always, our customer service team is here for any questions you may have.

For orders containing both currently available and pre-order items the products will be shipped together on the latest estimated delivery date.

You will receive a confirmation e-mail as soon as your package has been shipped. You will be charged when you place the order.

For further assistance, please email info@thehorse.com.au

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.

We really respect and appreciate your support as you shop with us, and we want to make sure we’re clear on how things work so you can shop with confidence.

Here at The Horse, we gladly accept returns on full-priced items (also including those orders placed using a discount code), within 30 days of receiving your order.

To be eligible for return, your item(s) must be unused, in original condition, with original packaging intact. Please note we do not accept returns on sale items.

For assistance with your return, please contact customer care
E: info@thehorse.com.au
T: (+61) 9037 3921
and state your name, order number, and the reason for your return.

Once you get in touch, one of our Customer Care team will reach out to provide you a returns form and the address you can send your item(s) to. Please note that all returns are lodged at the customer’s expense, and any refund or credit provided will not reimburse shipping costs.

We are passionate about exclusively using ethically-sourced and sustainable leathers for their premium quality, longevity and circularity. Our bags are designed to outlast the seasons and stand the test of time when properly cared for, ultimately producing less waste to landfill, and having less long term impact on the environment.

Leather: To ensure the leather wears/ages beautifully over time, we recommend conditioning it with a natural nourishing leather cream applied directly onto the surface of the leather with a soft colour-free cloth (remember to test it in an inconspicuous place first!). Should your leather piece get wet, allow it to dry in a normal temperature - do not put it near any heat to accelerate the process. We recommend avoiding contact with water and grease and avoiding overexposure to heat and direct U.V light. Owing to the soft and supple nature of our leathers, marking or scratches can occur when rubbed against anything coarse or abrasive. If marking occurs, simply massage the leather against your skin and let your natural oils reduce any permanent marks or scars. From time to time under certain environmental conditions, colours may migrate either to or from the leather. This phenomenon is increased with prolonged contact, friction, temperature and humidity and may be irreversible. Please be careful when wearing these materials against light coloured clothing and those with unstable dyes such as denim. We do recommend that for our nubuck and suede products that you use a water protector to keep it nice and fresh.

Vegetable Tanned Leather: Many of the leathers we source are dyed using vegetable tanner. This environmentally responsible process of tanning is less harmful to the leather itself and allows the skins to maintain their tight fibre structure resulting in better wear overtime. This leather is very porous and can absorb oils from your skin, which in turn changes the appearance of the leather overtime to a darker and shinier texture after each use. We recommend conditioning this leather less frequently than the dyed leathers and only when your bag appears to need it. You can also use a silicone spray to keep your vegetable tanned leather in optimal condition. To use, spray over the surface, leave to dry and then buff away with a dry, soft cloth. If you wish to darken the colour of the leather, you may use beeswax, a naturally effective solution for waterproofing, conditioning and protecting leather products. When not in use we highly recommend storing your bag in the protection bag provided. As this is a natural leather with minimum processing some slight discolouration, marks and scuffs may be present from piece to piece.

Canvas: Our canvas products are made using 100% cotton canvas that is untreated. Canvas is easy to maintain as it has water resistant qualities. Simply brush off any dust before it embeds in the fabric and wipe off any moisture or spill as soon as they occur. We do recommend avoiding any excessive abrasion, extreme U.V. exposure and water saturation. If any marks appear, carefully spot clean with a cotton cloth and lukewarm water, rubbing very gently. A scotchguard treatment can be explored with your local leather care specialist.

During the warranty period, the watch movement, hands, and dial are the only components covered under this warranty. This means that if the materials in your watch aren't right or if the watch isn't put together correctly, we'll repair or replace it.

The warranty doesn’t cover:

Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear.

Defects of internal or external components due to contact with water or moisture. The Original Time Teller is 5ATM, and The Classic is 3ATM which means they can only be subjected to light splashes/moisture. We advise against wearing the watch during activities such as showering and swimming, during which the watch can be exposed to more than minor splashes.

As our straps are all genuine leather they are subject to general wear and tear and are therefore not covered by our warranty.

The warranty will be voided in the case that a third party performed repair works or other works on the watch without first contacting The Horse and obtaining approval.

The Material: The leather used for the watchbands is sourced from Italy or nearby in Europe. 

The Manufacturer: We have a wonderful working relationship with our watch manufacturer in Dongguan, Shenzhen. Our values align and we share a common goal to produce the best quality pieces for the best price.

The owners had over 25 years of experience as watchmakers before starting their own company in 2006. Today they have around 120 employees. The factory has passed the ISO9001 and ISO14001 audits.