Frequently asked questions
ORDERS & PAYMENT
Q: What is the cutoff time for same-day order processing?
A: Orders placed before 14:00 Brussels time on a business day will be processed the same day.
Q: What payment methods do you accept?
A: We accept all major credit cards for a secure and seamless checkout experience.
Q: Is my payment information secure?
A: Yes, absolutely. We use advanced, industry-standard encryption to ensure your payment and personal information is always protected.
Q: Will I receive an order confirmation?
A: Yes, you will receive an order confirmation email immediately after your purchase is completed.
Q: Can I modify or cancel my order after placing it?
A: Yes, modifications or cancellations are possible if we haven't yet processed your order for shipping. Please contact us as soon as possible via our contact form to request a change.
SHIPPING & DELIVERY
Q: Where do you currently ship to?
A: We are proud to ship our Horse Spirit collection worldwide.
Q: What are my shipping options and their costs?
A: We offer reliable Standard shipping. For Express delivery options, please contact us directly, and we will arrange this for you.
Q: Do you offer free shipping?
A: Yes! We offer free standard shipping on orders over €100 within Europe and on orders over €150 for the rest of the world.
Q: How long does it take for an order to arrive?
A:
- Belgium, Netherlands, Germany, Luxembourg, France: 3 working days.
- Rest of Europe: 7 working days.
- Rest of the World: Up to 20 working days.
- Please note: Buyers from overseas regions will be individually informed of the estimated delivery time upon request.
Q: How will I track my order?
A: Once your order has been dispatched, you will receive an email with a unique tracking number to monitor your shipment's journey.
Q: Who is your shipping carrier?
A: We partner with several trusted carriers, including Bpost, DPD, DHL, Happy Post, and Mondial Relay, to ensure the most efficient delivery to your location.
Q: Do I have to pay customs or import taxes for international orders?
A: For orders shipped outside the EU, any applicable customs or import taxes are the responsibility of the customer and depend on the regulations of the destination country.
RETURNS & EXCHANGES
Q: What is your return policy?
A: We offer a 14-day return policy for items in new and unused condition, with all original tags attached. For full details, please see our Returns Policy page.
Q: How do I start a return or exchange?
A: To initiate a return or exchange, please visit our dedicated Return Policy page for instructions and the necessary form.
Q: Who pays for the return shipping costs?
A: The customer is responsible for the return shipping costs, unless the return is a result of our error or the item is faulty. We offer free returns for Members of loyalty programe. For full details, please see our Returns Policy page.
Q: How long does it take to process a refund?
A: Refunds will be processed within 14 days of us receiving the returned goods at our warehouse. For full details, please see our Returns Policy page.
Q: What items are final sale and cannot be returned?
A: All sale items are marked as final sale and cannot be returned. For full details, please see our Returns Policy page.
SIZING & FIT
Q: Where can I find the size chart?
A: A link to a detailed size chart is available on every product page to help you find your perfect fit.
Q: Are your items true to size? What if I am between sizes?
A: Our technical apparel is made to fit the body closely. If you prefer a looser fit, we advise you to go one size up.
Q: My measurements don't perfectly match one size. Should I size up or down?
A: Our technical apparel is made to fit the body closely. If you prefer a looser fit, we advise you to go one size up.
Q: Do you offer half-sizes?
A: No, we do not offer half-sizes.
PRODUCT & MATERIAL CARE
Q: What are your clothes made from?
A: We use high-performance technical fabrics, primarily from Italy, including:
- CoolPass (97% polyester, 3% elastane): A modern material designed to keep the body cool and dry.
- 80% Micro PA / 20% EA: Offers UPF 50+ protection and fits like a second skin.
- 91% PA / 9% EA: Provides excellent UV protection, breathability, and comfort with easy maintenance.
Q: How should I wash and care for my technical riding clothes?
A: To maintain the quality and functionality of your gear, we recommend:
- Machine wash at 30°C (86°F) max.
- Use a mild detergent.
- Do not use fabric softener.
- Do not bleach.
- Tumble dry on low heat or hang dry.
- Do not iron or iron with touchless vapor only.
Q: Are the colors colorfast? Will they fade?
A: Yes, our colors are colorfast. With proper care, they are designed not to fade.
Q: Is the fabric prone to pilling?
A: No, our high-quality technical fabrics are resistant to pilling.
PRODUCT SPECIFICS
Q: What is the UPF rating of your shirts?
A: Many of our shirts and tops feature a UPF 50+ rating, offering excellent protection against harmful ultraviolet rays.
Q: What makes your hybrid jacket "hybrid" and suitable for multiple seasons?
A: Our hybrid jackets combine Insulated Front & Back Panels for core warmth with Breathable Side Panels for ventilation. This intelligent design prevents overheating during activity while keeping you warm, making it perfect for changing conditions. Learn more on our blog.
Q: Are your leggings suitable for high-intensity training, or just riding?
A: It depends on the style:
- Leggings with silicone grips are specifically designed for riding.
- Leggings without grips are versatile and suitable for any sport, including high-intensity training like HEAT.
Q: Do your tops have any special features?
A: Yes! Our tops often include functional features like thumbholes and breathable nylon mesh panels or sleeves on our bodysuits for enhanced comfort and performance.
OTHER
Q: How can I contact your customer service team?
A: You can reach our friendly customer service team by filling out our contact form [here]. We strive to respond to all inquiries within 24 hours.
Q: Do you have a loyalty or referral program?
A: Yes, we have an individual loyalty program. You can find all the details [here].
Q: Do you offer gift cards?
A: Yes! Give the gift of style and comfort with a Ride 'n Style gift card. You can purchase them [here].
Q: Can I pre-order items that are out of stock?
A: Yes, pre-orders are often possible. Please contact us via the contact form [here] to inquire about pre-ordering a specific item.
Q: Do you work with equestrian teams, clubs, or offer wholesale?
A: Yes, we love collaborating with the equestrian community! For wholesale inquiries or team/club partnerships, please contact us [here] for more information.