Informativa sui rimborsi

Refund policy

Returns and exchanges
You have 14 days from delivery to return or exchange your order. Orders placed December 1 to 31 get 30 days from delivery.

How to return
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.

Put a note with your order number in the parcel.  You must pay for your own return shipping, unfortunately we cannot at this time.  We are not responsible for lost parcels, so we recommend sending with tracking. 

Send your return to:

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

Condition
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.

Refunds
We refund to your original payment method within 5 business days of receiving your return. Your bank may take a few extra days.  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 and EU. A €9 handelling fee applies to each exchange. We ship your replacement free once your return arrives. Returns for a refund have no fee.

UK, Switzerland and Norway. We issue store credit for the value of your item once it arrives. You can then re-order the correct item.  You can also choose a refund instead.

Faulty or wrong items
If something arrives faulty or isn't what you ordered, email us with a photo. We'll fix it at no cost to you. Your statutory warranty rights apply.

Your rights
EU customers have a 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU).

Shipping policy

Shipping
All orders ship from our fulfillment partner in Germany with DHL.

Germany. Standard shipping €6.40. Free shipping on orders over €150.
EU. Standard shipping €17.90. Free shipping on orders over €180.
Switzerland and Norway. Standard shipping €24.99. No free shipping.
United Kingdom. Standard shipping €30.99. No free shipping.
USA, Canada and rest of world. Coming soon.

Delivery times
Germany takes 1 to 3 business days. The rest of the EU takes 3 to 10 business days depending on destination. These are estimates, and once a parcel leaves the warehouse we can't control delays.

Pickup point delivery
Orders to Sweden, Finland, Switzerland and Norway may be delivered to a DHL pickup point near you, not your door. DHL will email you when your parcel is ready, so please double check your email address at checkout.

Customs and duties
Orders outside the EU may be subject to import duties, customs fees and taxes. These are the responsibility of the customer.