Frequently Asked Questions and Answers!

Here you will find answers to the most frequently asked questions from our customers. Should you have any further questions, please contact our customer service by email: kundservice@exclusivehorsewear.com and by phone: +46 (0) 40 693 60 40. We are open weekdays 9.00 – 17.00.

Order and delivery

How long are your delivery times and how is my package sent?

It takes 2 to 3 weeks from ordering until you can pick up your parcel at the nearest delivery point.

Every Tuesday and Friday, a truck will pick up all parcels and drive them to our logistics centre in Borås. Once they arrive they are packed and sent the following day, by DHL, to the nearest delivery.

Once your order has arrived at your place of delivery, you will receive a text message from DHL that informs you that you have a parcel to pick up.

How much is the shipping cost?

The shipping cost depends on which country we ship to. It costs 149 cr (SEK) to Denmark and Finland, 199 cr (SEK) to Norway and 99 cr (SEK) to Sweden. All prices are valid for private individuals and include 25% VAT.

I have not received an order confirmation?

The first thing you can do is make sure you entered your email address correctly. Incorrect contact information is the most common cause for failure of order acknowledgement. It is also possible that your email provider has a SPAM filter that blocks certain emails. Also check the inbox for spam.

How can I contact you if I have some questions?

If you do not find the information you are looking for in our store or in your account, the best way to contact us is by phone: +46 (0) 693 60 40 or by email: kundservice@exclusivehorsewear.com.

If the question is invoice or payment related, please contact Klarna by phone: +46 (0) 8-120 120 10 or by email: info@klarna.se.

What happens after I've ordered?

When your order, you will receive an order receipt sent to the email you have entered in the ”checkout” (email should arrive within a few minutes). If you do not receive your order receipt, please check your spam. If your order receipt is not available, please contact us at kundservice@exclusivehorsewear.com and we will assist you.

After 1-3 days, the production of your order begins at our factory. You will receive an email informing you about this.

When your order is complete and leaves the factory, we will send you another email informing you that your order is on its way. Delivery takes about 3-5 days.

When the order has arrived at your delivery point (Service Point), you get a text message from DHL to inform that you have a package to pick up. The sender is our logistics partner Transbaltika AB in Borås.

Are you closing during the summer?

No, we are not. However, delivery time may be slightly longer due to the vacations of our staff members. This year the holiday period is from July 17th to August 14th.

Purchase and payment

How do I pay for my products?

With Klarna you can choose card payment, direct payment, or invoice. You can also split your payment if you wish. You choose all of this in the ”checkout” box when completing your purchase.

For more information about Klarna, please visit www.klarna.se or call them at +46 (0) 8 120 120 10.

I have not received or have lost my invoice; can you send a new one?

You can download your invoice from your account at Klarna. If for some reason you do not find it, we recommend that you contact Klarna.

All our billing goes through Klarna, and they can help you with invoice issues. Contact them at: info@klarna.se

I have questions regarding my invoice. Who can I contact?

You can contact Klarna by phone: +46 (0) 8 120 120 10 or by email: info@klarna.se.

Do you store any information about my account or payment card?

No, not with Exclusive Horsewear. However, Klarna must do it to handle your payment.

For more information on how your personal information is handled by Klarna, please read here . If you have any further questions, please send an email to dataskydd@klarna.se.

What guarantee do you provide for your products?

We provide a 2-year warranty on materials and manufacturing. For more information, please read our terms and conditions.

Replacement and return

How long exchange right do I have?

You have 14 days from the day you receive your goods to try and accept them. For more information, please read our terms and conditions.

How do I return products?

If you want to exchange or return your product, you must contact our customer service by email: kundservice@exclusivehorsewear.com. For more information, please read our terms and conditions.

Can I undo my order?

Yes, you can. However, you must do it within 48 hours of your order. In this case send an email to: kundservice@exclusivehorsewear.com and we will assist you.