FAQ

Welcome to our Frequently Asked Questions (FAQ)! Here you will find answers to the most common questions about our products, our services and how we work.

1. Orders & Personalisation

How do I personalise my headcollar or browband?

On every customisable product page, you can enter the text to be engraved and choose the font. We engrave directly onto the plate attached to the headcollar for an elegant, long-lasting finish.

What kind of engraving do you offer?

We use high-quality laser engraving. Our engravings are precise, crisp and weather-resistant.

Can I order a product without personalisation?

Yes, our products can be ordered without engraving if you prefer a classic design. Simply leave the personalisation field blank when you make your purchase.

2. Delivery & Shipping

What are the production and shipping times?

Each personalised product requires a production time of 3 to 5 working days before shipping. After that, delivery times vary depending on your country and the shipping method chosen.

What are the delivery charges?

Delivery charges are calculated based on the weight of your order and your location. We sometimes run free delivery offers on certain orders – follow us to stay informed!

Do you deliver internationally?

Yes, we ship our products to France and to several European countries. Times and costs vary depending on the destination.

How can I track my order?

Once your order has been shipped, you will receive an email with a tracking number so you can follow your parcel in real time.

3. Returns & Exchanges

Can I return a personalised product?

Unfortunately, personalised products cannot be returned or refunded, except in the event of an error on our part or a manufacturing defect.

What should I do if my product arrives damaged?

If you receive a product that is defective or does not match your order, contact us within 48 hours with a photo of the problem. We will offer you a suitable solution (exchange or refund).

How do I return a non-personalised product?

If your product is not right for you and has not been personalised, you have 14 days from receipt to send it back to us in its original condition. Return costs are payable by the customer.

4. Products & Care

What materials do you use for your headcollars and browbands?

Our headcollars are available in high-quality leather or tough nylon, with stainless steel or brass fittings depending on the model. Our browbands are designed to be durable and comfortable for your horse.

Are your rope halters handmade?

Yes! Our rope halters are made by hand on our premises using high-quality rope for optimum strength and comfort.

How do I care for my personalised headcollar?

  • Leather headcollar: apply a nourishing balm regularly to prevent it from drying out.
  • Nylon headcollar: wash in warm soapy water and leave to air-dry.
  • Engraved plate: wipe with a soft, dry cloth to keep it shining.

Can I swap my clip-on browband?

Yes! Our browbands with clip-on loops are designed to be changed easily to suit your mood and your needs.

5. Retailers & Events

Do you have a physical shop?

We don't have a permanent shop, but we attend many equestrian shows and competitions in France. Come and meet us to see our products in person!

How can I find out which shows you'll be at?

We announce the shows and competitions we attend on our social media. Follow us on Instagram and Facebook so you don't miss a thing!

6. Payment & Security

Which payment methods do you accept?

We accept:
✅ Bank cards (Visa, Mastercard, etc.)
✅ PayPal
✅ Payment in instalments via partner solutions

Is payment secure?

Yes, all transactions made on our website are secured with SSL encryption. Your data remains confidential and protected.

7. Contact & Customer Service

How can I contact you?

You can reach us via:
📧 Email: sellerie.equipassion@gmail.com
📩 Contact form available on our website
📱 Instagram & Facebook: @equipassion_boutique

When do you reply to messages?

Our customer service is available Monday to Friday, 9am to 6pm. We do our best to reply within 24 to 48 hours.

📌 Have another question? Contact us – we'll be happy to help! 😊