RETURNING THE ORDER

Registration of return

To send your order back to Horze, you need to register your return online. 

1. Log in to your customer account here.
2. If you have ordered without a customer account, you can register a return here.
3. After you have registered your return, you will be able to print a return label for your parcel. 
4. Pack the items to be returned.
5. Attach the label and take the parcel to the nearest service point.
6. Remember to ask for a receipt for your return and keep it until your refund has been processed. 

Horze reserves the right to charge a return fee of 1,99 € per order. The return fee will be automatically deducted from the refund amount of the returned products.

>>If you choose to return the parcel with another delivery method, it is at your own risk, and you must pay for the return freight yourself.<<

Return Policy

For orders placed between November 25, 2024 and December 16, 2024, we are voluntarily extending our return period to 60 days.

If you are not satisfied with your product in any way, Horze gives you 30 days in which you may return your item. You may return any item as long as the products are in the same condition and packaging in which they were sent out. Please note, that Horze is unable to provide a refund for any items that appear to be soiled or damaged in any way. In addition, no refund or exchanges can be obtained on items that have been ordered with embroidery. Change of free items or bonus products is not allowed. If returned you will not receive any monetary or material compensation for them.

EXCHANGE: If you need to change the size of your product, the smoothest and quickest way will be to return the original product for a refund and order the item again in another size. If your original order contained a campaign price, our customer service will be happy to assist you with this topic.

Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.

You should allow 2-3 weeks for Horze to process your return and compensate you accordingly. You will receive an email from Horze when the return has been processed.

Lost return or exchange parcels and unclaimed orders

Please note that if a return parcel is lost when being sent back to Horze, you will only be compensated if you have the postal tracking code for the shipment.

If your embroidery order is returned unclaimed to Horze, we will contact you by email, telephone and mail. You have rights to get your embroidery items sent out once more. If Horze cannot reach you within 14 days, you will be invoiced for the item and return/administration costs. The item will be disposed.

3 for 2

If a product that is part of the 3 for 2 promotion gets returned, the promotion discount will not apply anymore. The price of the free product will be deducted from the refunded amount.