FAQ
Welcome to our Frequently Asked Questions (FAQ)! Find here the answers to the most common questions about our products, services, and operations.
1. Orders & Personalization
How do I personalize my halter or browband?
On each customizable product page, you can enter the text to be engraved and choose the font. We engrave directly onto the plate attached to the halter for an elegant and durable finish.
What type of engraving do you offer?
We use high-quality laser engraving. Our engravings are precise, clear, and weather-resistant.
Can I order a product without personalization?
Yes, our products can be ordered without engraving if you prefer a classic model. Simply leave the personalization field blank when making your purchase.
2. Delivery & Shipping
What are the manufacturing and shipping times?
Each personalized product requires a manufacturing time of 3 to 5 business days before shipping. Delivery times then vary depending on your country and the chosen shipping method.
What are the shipping costs?
Shipping costs are calculated based on the weight of your order and your location. We sometimes offer free delivery for certain orders, follow us to stay informed!
Do you deliver internationally?
Yes, we ship our products to France and 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 to track your package in real-time.
3. Returns & Exchanges
Can I return a personalized product?
Unfortunately, personalized products cannot be returned or refunded unless there is an error on our part or a manufacturing defect.
What should I do if my product arrives damaged?
If you receive a defective product or one that 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-personalized product?
If your product is not suitable and has not been personalized, you have 14 days after receipt to return it to us in its original condition. Return shipping costs are the responsibility of the customer.
4. Products & Care
What materials do you use for your halters and browbands?
Our halters are available in high-quality leather or robust nylon, with stainless steel or brass buckles depending on the model. Our browbands are designed to be durable and comfortable for your horse.
Are your ethical halters handmade?
Yes! Our ethical halters are handmade in our workshop with high-quality ropes for optimal strength and comfort.
How do I care for my personalized halter?
- Leather halter: Apply a nourishing balm regularly to prevent drying.
- Nylon halter: Clean with warm soapy water and let air dry.
- Engraved plate: Wipe with a soft, dry cloth to maintain its shine.
Can I swap my clip-on browband?
Yes! Our browbands with clip-on buttonholes are designed to be easily changed according to your desires and needs.
5. Points of Sale & Events
Do you have a physical store?
We do not have a permanent store, but we are present at many equestrian shows and competitions in France. Come and meet us to discover our products in person!
How do I know where to find you at shows?
We announce our presence at shows and competitions on our social media. Follow us on Instagram and Facebook so you don't miss anything!
6. Payment & Security
What payment methods do you accept?
We accept:
✅ Credit cards (Visa, Mastercard, etc.)
✅ PayPal
✅ Installment payments via partner solutions
Is payment secure?
Yes, all transactions made on our site 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
What are your response hours?
Our customer service is available Monday to Friday from 9 AM to 6 PM. We do our best to respond within 24 to 48 hours.
📌 Do you have another question? Contact us, we'll be happy to help! 😊
