Warranty and customer service

Legal warranties, repairs, lost or damaged parcels and missing items.

What warranty applies to my purchases?

All new products we sell come with two statutory warranties, which are free and automatic, and which we are required to provide as the seller: The legal warranty of conformity — 2 years from the date…

What to do in case of a delay, lost parcel or damaged product?

Delivery delay — first check the tracking information sent by email, SMS or WhatsApp, or via your customer account. If the parcel is no longer progressing, write to us with your order number: we will…

What should I do if an item is missing from my parcel or if I receive the wrong product?

Please write to us specifying your order number and the items concerned. Click this link to write to us: We will send you the missing item or the correct product free of charge. No costs will be…

How do I send a product for repair?

Contact us first — never send a product without notifying us, as it may not be identified. Click this link to write to us: We will send you the return form and shipping instructions; Prepare your…

Can I have a personalised item modified after receiving it?

This depends on the item and the manufacturer. Some alterations may still be possible, while others are not — particularly for boots and saddles, which can no longer be modified once manufactured…

Can I receive a goodwill gesture if there is a problem?

We review each situation on a case-by-case basis, particularly when the issue is our responsibility—such as an order preparation error, a delay caused by us, or an unforeseen supply difficulty. Write…