Shipping and Returns Policy

Returns & exchanges

At Dream-Horse, we do our best to make our product descriptions as detailed as possible so that you don't encounter any surprises when you receive our products.

We want our customers to know exactly what they are ordering.

Order Cancellation Policy

We pride ourselves on our ability to quickly process all orders that are placed on our site.

Most orders are processed within 12 hours. If you wish to cancel your order for any reason, please email us at contact@dream-horse.co as soon as possible. 

A large majority of in-stock items are processed and/or shipped within 12 hours, it is imperative that you contact us during this time, so that we can attempt to cancel your order before it is processed and/or shipped.

No request to cancel your order can be considered if it has already been processed.

Address error

It is your responsibility to verify the accuracy of this address and to contact us promptly to specify a change. The latter can only be done if your order has not yet been processed.

We cannot be held responsible for incorrect shipping information. We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses...).

In these cases, these packages can be returned to us, but not systematically.

If your order is returned to the sender, we will offer you a refund minus the shipping costs or we will offer you a reshipment, according to your choice.

You are not eligible for a reshipment or refund of your order until your package has been received by the sender.

Return Policy

We accept returns* for any reason!

Whether you are dissatisfied or have simply changed your mind. Our return policy is 30 days from the time you receive your products.

If for any reason you are not satisfied, simply fill out this return form.

Sign it and send it with your package to the address we will give you when you write to our support.

Exchanges / Refunds / Replacements

If you are within the 30 day return period we offer you 3 options:

1.Exchange your item for a different size/color

Exchanges are only available for the same style size and/or color. Exchanging for a different product is strictly not allowed. We recommend that you return your original item for a refund and then place a new order for the product you want.

2.Refund details and vouchers

By default, the refund method is a credit note.

If you wish to receive a refund on the payment method used in your purchase, you must notify us on the return form and a 15% inspection, warehouse and processing fee will apply.

Orders that are exchanged or items returned/exchanged due to manufacturer defect do not incur this restocking fee. The fee will be applied to the original order and the balance will be refunded.

Only the final price paid (after any discount) will be refunded.

Discount codes or vouchers cannot be reissued and are not refundable.

3. Replacement of a faulty or defective item

    We are very sorry! Please send us an email to contact@dream-horse.co with the following details:

    • Your order number
    • Description of the problem (e.g. wrong / defective item)
    • A picture or a video

    4. How long does it take to get a refund?

    Typically, refunds can take up to two weeks to process. All refunds must be checked for authenticity and submitted to our accounting department for processing.

    5. How do I return an item?

    Each return request must be accompanied by a return form.

    Please fill out this form as accurately as possible and send your item along with the form to the return address we will provide via email.

    If you have any questions or concerns, please email us at contact@dream-horse.co 

    6. Late or Missing Refunds:

    • Check your bank account
    • Contact your bank

    Processing time usually takes 3-5 business days

    If you have done all of this and still have not received your refund, please contact us at contact@dream-horse.co 

    7. Delivery

    The customer is responsible for paying their own shipping costs for returning an item. If you receive a credit note, it will be for the amount you paid. If you have been notified that you want a refund, you will receive exactly what you paid for the product minus the restocking fee.

    If you want an exchange: depending on your country of origin, your exchanged item may take 2-7 weeks to reach you.

    8. Warning

    If you are shipping items worth more than $50, we strongly suggest that you send the product back to us with a tracking number.