FAQ

Most items can only be ordered when they are in stock.

For certain products, however, you can place a backorder, even if they are not currently available. In that case, the longer delivery time will be clearly mentioned on the product page.

If an item is currently unavailable, you can:

• Sign up for a back-in-stock notification directly on the product page.
• Email us at hello@emmers.eu

Please note: delivery times for backorders may vary depending on the supplier.

Yes. Once your order has been processed, you will automatically receive a shipping confirmation by email with a tracking number.
If you do not see it, please check your spam or junk folder.

You can also track your order through your account if you are logged in.

We process orders quickly, so changes or cancellations are limited once an order has been placed.

If needed, please contact us immediately at hello@emmers.eu or call us on +32 (0)11 664 773.

If the order has already been shipped, you can return it after delivery according to our return policy.

• Make sure you are logged in before you start the checkout process.
• Your loyalty credit is earned automatically on every order and can be used on any future purchase in our store.
• If you have credit available, it will appear at the checkout page just above your payment methods.
• Simply tick the checkbox to apply your loyalty balance to your order total. You can also leave it unticked if you prefer to save your credit for a later order.
• The discount will be calculated and deducted from your order total instantly.

We accept:

• Credit and debit cards: Visa, MasterCard and Amex
• Apple Pay and Google Pay
• Bancontact and iDEAL
• PayPal
• Klarna
• Trustly
• Alma
• Sofort
• SEPA bank transfers
• Emmers Equestrian gift cards
• Loyalty points

All payments are securely processed through Shopify’s encrypted checkout.

We ship worldwide, covering almost every country.

If your country is not listed at checkout, please contact us at hello@emmers.eu and we will be happy to help you complete your order.

Please note that we currently do not ship to Russia due to government-imposed restrictions.

Shipping costs are automatically calculated at checkout based on your location and the total value of your order.

For international orders, any import duties, customs fees or taxes imposed by the destination country are the sole responsibility of the customer.

We ship orders within 1 to 3 business days. In some cases, such as larger or international orders, or when items come from multiple store locations, it may take a little longer.

Once your parcel has been shipped, you will receive a tracking link.

Once your order has been shipped, you will receive a tracking link by email.

If you do not see it, please check your spam or junk folder. Need help? Contact us at hello@emmers.eu.

Read more about this on our Return My Order page.

Within the EU

To return an item, please use our Return Portal within 14 calendar days of receiving your order.

The return shipping costs will automatically be deducted from your refund.

Outside the EU

Customers outside the EU can return items directly to our headquarters at the address below.

You are responsible for the return shipping costs. Any import duties or taxes charged will be deducted from your refund.

Emmers Equestrian BV
Attn. Returns
Bernard Kempplein 23
3930 Hamont
Belgium

We strongly recommend using a tracked shipping service to avoid lost parcels.

Please make sure the parcel is clearly marked as a return to avoid additional customs charges.

Retourzendingen worden binnen 5 werkdagen verwerkt en terugbetalingen worden binnen nog eens 10 werkdagen uitgevoerd, mits de artikelen voldoen aan onze kwaliteitscontrole. Terugbetalingen worden gedaan via dezelfde betaalmethode die voor de oorspronkelijke aankoop is gebruikt. Indien u dat liever heeft, kunnen wij in plaats daarvan winkeltegoed uitgeven.

• Sale or discounted items
• Perishable items, such as goods with an expiry date
• Items that have been worn, washed or show signs of use
• Items with strong odours, such as perfume, smoke or body odour
• Clothing or shoes returned dirty. A €30 cleaning fee per soiled item will be deducted
• Personalised or custom-made products
• Products that were specially ordered for you and are not part of our standard stock
• Items without the original hangtag
  
  

Laat het ons alstublieft weten binnen 3 kalenderdagen via ons klachtenformulier.

Daar kunt u foto's uploaden en het probleem beschrijven. We zullen uw zaak beoordelen en binnen 5 werkdagen reageren. Indien van toepassing, zullen we uw artikel repareren, vervangen of terugbetalen - afhankelijk van de beschikbaarheid.

Our store hours are listed on our opening hours page.

For in-store purchases, you cannot use our online return portal. Please bring the item, together with the proof of purchase, to the store where you made the purchase.

You will receive store credit; an immediate refund is not possible for in-store purchases. It is possible to exchange items in-store.

Yes, Click & Collect orders must be paid for in full online. Once your order is ready, you will receive a notification to pick it up in-store. If you do not see it, please be sure to check your spam or junk email folder.

Need a different size? You can exchange it in-store, subject to availability.

You can contact our customer service team by phone during our store opening hours, excluding Belgian public holidays, at +32 (0) 11 664 773.

You can also reach us by email at hello@emmers.eu or via the contact form on our website.

We’re sorry to hear that. You can submit your complaint via our complaint form. We’ll be happy to assist you further.