Frequently Asked Questions
ORDERS
How do I shop on equestrian-shop.fr?
Want to do your shopping at any time of the day or night?
- Discover our products in the categories BRACELETS, NECKLACES, RINGS, SCARVES, WATCHES, BAGS…
- As soon as you fall in love with something, choose an option if necessary then click on “Add to cart”.
- Find your shopping cart in the small box at the top right of the page. Click on it to see your shopping cart.
- Check your order then click on “Order”.
- You are just a few clicks away!!!
Once the order is paid, we will send you an order confirmation email with a summary of your purchase.
Tip: If you don't want to complete your purchase right away, click "Add to Wish List" instead of clicking "Add to Cart". Your shopping selection is then saved in your wish list.
What are the processing times for my order?
All orders are prepared and shipped within 48 to 72 hours (while stocks last). Once your order has been shipped, an email will be automatically sent to you with your tracking number.
Can I modify my order?
Change your mind?
Unfortunately, it is not possible to modify an order once it has been validated (size, color, payment method, delivery location).
I haven't received my order yet, what should I do?
If you have not yet received your order and the delivery time has expired, we invite you to check your email inbox and your junk mail. It is very likely that you have received an email informing you that the order has left our warehouse.
If you have selected home delivery, you can check the status of your order using the link in your order confirmation email. Also check the delivery address. Then, remember to check with your neighbors, the package may have been left for them in your absence.
Please note that during the sales period, delivery times may be slightly longer.
Otherwise, your customer service remains at your disposal:
01.34.78.08.05 (Non-premium rate call / Monday to Friday from 9 a.m. to 5 p.m.)
I placed an order and would like to track my package, what should I do?
First of all, thank you for your order!
To track it, it's very simple: we invite you to consult the order confirmation email that was sent to you. You will find the tracking link for your package there.
A problem with the contents of your order?
If you notice an anomaly in the contents of your order upon receipt, please contact us, giving us the order number.
PAYMENT
What payment methods are accepted?
We accept payments by credit card.
What bank cards are accepted?
You can use the following payment methods on the EQUESTRIAN SHOP online store: Carte Bleue, Visa, Mastercard and American Express.
My discount code doesn't work, what should I do?
Remember to check the validity date of your discount code. Also, be sure to respect the box and enter your code without putting any spaces in it.
Consider clearing your computer's cache.
If your code works, a text will be displayed to indicate that your coupon has been taken into account. Codes cannot be combined: if you have several, only one of them can be used when ordering. After following these procedures and in the event that the code does not work, do not hesitate to contact the customer service of the EQUESTRIAN SHOP online store by email or telephone.
Can the price of the same item vary?
Indeed, the same item can be sold at different prices, for several reasons:
- During sales periods, our prices change with markdowns.
- An item may be part of a limited-time commercial operation.
- Different colors of the same item may be assigned different discounts during promotional periods.
In these cases, we will not refund the price difference for purchases made before the sales or promotions take effect.
DELIVERY
What are the shipping costs and times?
Once your order is prepared (1 or 2 working days), we deliver your order within 48 hours (excluding weekends and public holidays).
For orders under €50:
Metropolitan France: 4 working days - prices: €3.90 to €5.90 for tracked letter shipments and from €5 for tracked Colissimo shipments.
Rest of the world: 7 working days - prices: €4 to €13 for tracked letter shipments and from €13 for tracked Colissimo shipments.
I am not there at the time of delivery, what should I do?
A delivery notice will be left in your mailbox. This notice indicates the time and day of delivery as well as the post office where you can collect the package. You will then have to go to the post office indicated with the delivery notice left by the postman and an identity document to collect it. You then have a period of 14 days, after which the package will be returned to us.
There is an error in my order or it arrived damaged.
We invite you to contact Customer Relations by email or by telephone on 01.34.78.08.05 (Monday to Friday from 9 a.m. to 5 p.m.).
RETURNS AND REFUNDS
How can I return an item ordered on the EQUESTRIAN SHOP website?
You have the possibility to return any product ordered on the site www.equestrian-shop.fr within 15 days following the date of delivery, unworn, unwashed, in perfect condition for resale, in its original packaging, and accompanied by its invoice. If a label is attached to an item, it must not be removed otherwise the refund cannot be made.
To request a refund, please send an email to contact.equestrian@gmail.com
Return the item to us at the following address:
EQUESTRIAN SHOP
Return service
20 lower street
78980 Saint Illiers le Bois
The cost of returning the item will be your responsibility.
Upon receipt of your return, we will send you a confirmation email including the refund amount.
We will credit the bank card used for the initial payment of your order.
Remember to keep your return information (order number, reference of the returned items, the return date and possibly the return number), if you need to contact us this will help us to inform you very quickly!
How much does it cost me to return a product?
2 scenarios:
- If your return is due to an error on our part, then of course the reshipping costs will be fully refunded.
- Otherwise (exchange, change of mind), the return is at your expense.
What is the reimbursement period?
It will take approximately 7 days for your return to reach us.
Rest assured, as soon as our warehouse receives your return, you will receive a refund confirmation by email.
If you have not received a confirmation email after 14 days, please contact our customer service with the following information:
- order number
- return date
- and possibly the return number
We will then inform you as soon as possible.
After-sales service
What is the warranty on KLAOMA watches?
In the event of a lack of conformity, manufacturing or material defect, KLAOMA offers, for any part purchased from an authorized reseller, a national warranty covering manufacturing and material defects under normal conditions of use, for a period of two years from the date of purchase.
Any part under warranty found to be defective will be repaired to the extent possible and with available spare parts, replaced or exchanged.
In case of exchange, it cannot be guaranteed that the model is identical.
Any product whose defect results, in KLAOMA's opinion, from deterioration, modification, attempted repair, negligence, misuse or accident is not covered by this warranty.
To request warranty services, please return the damaged item in its original packaging to your authorized KLAOMA dealer, enclosing the small warranty booklet. For any other request, please contact customer service by email contact@equestrian-shop.fr or by phone 01.34.78.08.05
If my watch is no longer under warranty, what are the repair conditions?
EQUESTRIAN SHOP offers, for the entire range of KLAOMA watches, a repair service for damages not covered by KLAOMA's warranty conditions. This service, offered by EQUESTRIAN SHOP on request, is not free. The price of repairs is based on the extent of the damage and determined on a case-by-case basis. EQUESTRIAN SHOP will submit a quote for approval before undertaking the repair, in the event that it exceeds €20.
Please note that EQUESTRIAN SHOP only offers this service if repair is possible, namely:
• If it is possible to restore the part to its original condition,
• If the spare parts necessary for the repair are available,
• If the product has not been subject to misuse or attempted repair.
To use our repair service, please return the damaged item in its original packaging to the nearest authorized dealer, enclosing the purchase invoice. The damaged item will be sent and analyzed at the workshop.
What is the turnaround time for repairs?
The repair time is 4 to 8 weeks.
Is it possible to have the battery of a KLAOMA watch replaced free of charge?
Watches are guaranteed for 2 years. The warranty does not cover battery replacement.
PRODUCTS, CARE AND COMPOSITION
What are the characteristics of EQUESTRIAN SHOP jewelry and accessories?
EQUESTRIAN SHOP offers a wide range of jewelry from costume jewelry to 925/1000 silver jewelry. Whatever the material of the jewelry, it is guaranteed nickel-free.
How do I care for my jewelry?
In order to preserve your little treasures, it is necessary to avoid contact with water and humidity, as well as with perfume. Perfume, cosmetics, alcohol, chemicals, lemon and other acids as well as salt water and especially chlorine are the enemies of jewelry.
Regarding leather bracelets:
Leather is a noble material, it ages and acquires a patina. The lifespan of a leather strap depends on several parameters including the degree of humidity to which it is subjected.
Are all KLAOMA bracelets interchangeable?
The straps of the KLAOMA collections are equipped with a simple clip-on system that allows you to replace the straps, including the Steel straps. You can easily change the straps of your KLAOMA watch thanks to the simple clip-on system.
Please note that not all bracelets have the same width, so they do not fit all KLAOMA watch models.
Can I combine KLAOMA bracelets with watches from other brands?
KLAOMA bracelets can fit all other watch brands with the same case diameter and bracelet width.
How can I adjust the length of metal bracelets?
When the clasp is open, a small arrow is visible at the central part. You can lift this part with a small flat object. After opening it, you can move this part of the clasp up or down along the bracelet. We draw your attention to the small notches on the back of the bracelet. Once you have reached the correct location, simply press this part of the clasp.
What is the best way to protect my watch leather straps?
We would like to draw your attention to the fact that KLAOMA leather bracelets are made of genuine leather. The quality of the bracelets can be affected by external factors such as sweat, dirt and moisture.
We recommend that you regularly use a leather protection spray and a care product designed for the strap material in order to protect your favorite watch from external factors.
ADVICE AND SERVICES
How can I quickly find a product that interests me on the site?
Thanks to the search engine located at the top of the screen! Enter a keyword (eg: Lilo).
Otherwise, you can enter the desired collection (eg: Women), then select the type of item you are looking for (eg: Fano Bracelet)
Happy shopping!
The item I want is sold out, is there a chance I will find it for sale again soon?
At EQUESTRIAN SHOP, there is only one motto: to offer you the right item at the right time. The lifespan of some of our items is therefore limited in time!
Every year, new products are offered to you so you can enjoy the very latest trends.