FAQ: Shipping and Returns

+ Returns & Exchanges

Returns and Exchanges

Changed your mind, or need a different size? You have 14 days from the date of delivery to return or exchange.

Holiday returns. Orders placed between December 1 and December 31 get 30 days from delivery.


Please return items unworn, unwashed and with tags attached. Trying something on is fine. If an item shows wear beyond that, we may deduct for the loss in value.

Gift cards can't be returned.

How it works

1. Email us at orbis@orbisequestre.com with your order number and the items you're sending back. Tell us if you want a refund or an exchange. This helps us process your return faster.
2. Put a note with your order number in the parcel. Send it tracked to

Hoffmann Enterprise GmbH
for Orbis Équestre
Siemensstr. 17
29643 Neuenkirchen
Germany

Return shipping is paid by you. Returns from outside the EU may be subject to customs fees or duties outside our control.
3. Once your return arrives, we refund you within 5 business days or ship your replacement. If you return your full order, we also refund the original standard shipping. If you return part of an order, original shipping is not refunded.

Exchanges

  • Germany & EU. A €9 fee applies to each exchange. We'll ship your replacement free once your return arrives. Returns for a refund have no fee.
  • United Kingdom, Switzerland & Norway. Once your item arrives, we issue store credit for its value. You can then use that credit to place a new order for your preferred size, paying shipping at checkout as normal. You can also choose a refund instead.

We cannot anticipate or cover customs fees, import duties, or tariffs on shipments outside the EU. We know it's frustrating :(

ORBIS ÉQUESTRE is a small, independent brand. We wish we could offer free exchanges and shipping everywhere, but the high cost of international shipping outside the EU makes this impossible for us to absorb right now. We appreciate your understanding and we will revise this policy as growth allows.

Received something wrong or faulty?

Email us at orbis@orbisequestre.com with a photo and we'll make it right at no cost to you, including return shipping. Your statutory warranty rights apply.

Your rights

EU customers are entitled to a 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU). Our return window aligns with this statutory right.

+ Shipping

Germany

  • FREE delivery on orders over €150
  • DHL Standard delivery €6.40
  • 1 to 3 business days

Europe/EU

  • FREE delivery on orders over €180
  • DHL Standard delivery €17.90
  • 3 to 10 business days depending on destination

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

Orders to Sweden and Finland are delivered to a DHL pickup point near you, not your door. Please make sure your email address is correct so DHL can let you know when your parcel is ready.

Switzerland / Norway

  • DHL Standard delivery €24.99
  • Customers responsible for shipping costs

Orders to Switzerland and Norway are delivered to a DHL pickup point near you, not your door. Please make sure your email address is correct so DHL can let you know when your parcel is ready.

Import duties and customs fees may apply and are the responsibility of the customer.

United Kingdom

  • DHL Standard delivery €30.99
  • Customers responsible for shipping costs

Import duties and customs fees may apply and are the responsibility of the customer.

USA / Canada / Rest of World

We've worked so hard to find a way to get parcels to ship to the USA and beyond, but unfortunately, the math just doesn't add up for us since we are still a small company. We're not shipping outside Europe just yet. If you're in the US or elsewhere, you are not forgotten. We hope to have fulfillment in the USA as soon as possible, hopefully in late 2027.

Please also note the above shipping timeframes are estimates. They are usually accurate, but once a parcel leaves the warehouse, we cannot control what happens and thank you for understanding. We ship using DHL, who we've found to be very reliable.