After-sales service & Customer Service
Make a return
Returns eligible within 14 days from the date of receipt of your order.
Any return must be made with its packaging, properly and will be subject to inspection upon receipt. Horspist reserves the right to refuse any abusive return, not respecting our return conditions, damaged or incomplete.
Underwear items (underwear, socks, etc.) and protective masks cannot be returned for obvious hygiene reasons.
I would like to make a size exchange
I would like to make a size exchange
Have you received your order, and after trying them on, one or more items are not your size?
We exchange your items so that you can find the size that suits you, for this you must send us back :
- Items that are not your size
- A copy of your invoice
- Note on the copy of your invoice, or on plain paper, “Exchange in size XX (put the desired size)“
Return the package to the following address:
HORSPIST
18 rue Notre Dame de Nazareth
75003 Paris
Return costs are your responsibility, but we will offer you the new shipment when we have exchanged your items.
If an exchange is impossible for an item, for reasons of availability, we will refund your item up to the price paid for it.
I changed my mind / I don't like the articles
I changed my mind / I don't like the articles
Have you just received your order and have you changed your mind or do you ultimately not like the items?
We will reimburse you for the items that you do not want to keep, for this reason you must send us back :
- Articles that you do not like
- A copy of your invoice
- Note on the copy of your invoice, or on plain paper, “Reimbursement“
Return the package to the following address:
HORSPIST
18 rue Notre Dame de Nazareth
75003 Paris
Return costs are your responsibility.
I received a defective item
Have you received your order, and an item contains a defect?
We will exchange your defective item, for this you must request a free return, indicating your order reference and attach a photo of the defect:
We will analyze your request and send you by email a free return label that you can print and stick on the package, you drop it off directly at the post office without paying anything.
Upon receipt of the free return label, you must send us back :
- The defective item
- A copy of your invoice
- Note on the copy of your invoice, or on plain paper, “Exchange defect XXXXXXX (clearly indicate the defect you noted)“
Return the package to the following address:
HORSPIST
18 rue Notre Dame de Nazareth
75003 Paris
Return costs are therefore free and we will also offer you the new shipment when we have exchanged your item.
If an exchange is impossible for an item, for reasons of availability, we will refund your item up to the price paid for it with its shipping costs.
I received the wrong item
Have you received your order, and an item does not correspond to what you ordered?
We are exchanging your item, for this you must request a free return, indicating your order reference and attach a photo of the product received:
We will analyze your request and send you by email a free return label that you can print and stick on the package, you drop it off directly at the post office without paying anything.
Upon receipt of the free return label, you must send us back :
- The item that does not correspond to your order
- A copy of your invoice
- Note on the copy of your invoice, or on plain paper, “Command error XXXXXXX (clearly indicate the error you noticed)“
Return the package to the following address:
HORSPIST
18 rue Notre Dame de Nazareth
75003 Paris
Return costs are therefore free and we will also offer you the new shipment when we have exchanged your item.
If an exchange is impossible for an item, for reasons of availability, we will refund your item up to the price paid for it with its shipping costs.
Delivery
The shipping time is 48 working hours for any item in stock, except in the event of a specified deadline. Shipping time is the time between when you placed your order and when your order was released to the carrier. This deadline remains indicative and is not contractual.
Where is my order?
Have you placed an order on our website and would like to know where your package is currently located?
The status of your order is indicated here in your customer account:
If the status indicates “Preparation in progress” : Your order has been taken into account and should be shipped soon. It is also possible that one of the items you ordered has an additional lead time, this is indicated on the product sheet.
If the status indicates “Currently being restocked” : Your order has been taken into account but has not yet been processed. One of the items you have ordered has an additional lead time, this is indicated on the product sheet.
If the status indicates “In progress” : Your order has been shipped. You will normally have received an email containing the tracking number of your package. If you have not received the email or you cannot find the tracking number of the package, click on the button “Details” to display all the information. You will also find the number and tracking link for your package.
If the status indicates “Waiting for payment by PayPal” : Your order has been taken into account but has not yet been processed. Your order will be prepared and shipped shortly.
My order is late
Have you placed an order on our website but noticed that it is late?
It is possible that your order includes an item that requires additional time. On the product sheet, you sometimes have a deadline which is indicated for information purposes. Also note that the deadline indicated is a number of working days.
The total delivery time is 48 working hours maximum (preparation of the package for an item in stock) or longer (if indicated on the product sheet in the chosen variation) + the delivery time.
If it seems to you that your package is indeed late, do not hesitate to track your package directly online:
TRACK MY UPS PACKAGE
TRACK MY COLISSIMO PACKAGE
To find your package tracking number:
You will normally have received an email containing the tracking number of your package. If you have not received the email or you cannot find the tracking number of the package, click on the button “Details” to display all the information. You will also find the number and tracking link for your package.
It is also possible that the delivery person encountered a problem which delayed delivery. In this case he will normally notify you by SMS/Email.
Check the tracking of the package, if it has not been left at a relay point in your absence.
Finally, please note that any delay or problem related to the delivery of your package is in no way our fault because once handed over to the carrier, they are responsible for it.
I have not received my order
Have you placed an order on our website but have not received it?
The status of your order is indicated here in your customer account:
If the status indicates “Preparation in progress” : Your order has been taken into account and should be shipped soon. It is also possible that one of the items you ordered has an additional lead time, this is indicated on the product sheet.
If the status indicates “Currently being restocked” : Your order has been taken into account but has not yet been processed. One of the items you have ordered has an additional lead time, this is indicated on the product sheet.
If the status indicates “In progress” : Your order has been shipped. You will normally have received an email containing the tracking number of your package. If you have not received the email or you cannot find the tracking number of the package, click on the button “Details” to display all the information. You will also find the number and tracking link for your package.
If the status indicates “Waiting for payment by PayPal” : Your order has been taken into account but has not yet been processed. Your order will be prepared and shipped shortly.
It is also possible that the delivery person encountered a problem which delayed delivery. In this case he will normally notify you by SMS/Email.
Check the tracking of the package, if it has not been left at a relay point in your absence.
Do not hesitate to track your package directly online:
TRACK MY UPS PACKAGE
TRACK MY COLISSIMO PACKAGE
If your package is indicated as delivered but neither you nor anyone close to you has received it, check your mailbox or doorstep. If you can't find it, please follow the complaints procedure here:
MAKE A CLAIM FOR UNRECEIVED PACKAGE
Finally, please note that any delay or problem related to the delivery of your package is in no way our fault because once handed over to the carrier, they are responsible for it.
My order is incomplete
Have you received your order but items are missing?
Please tell us directly which items you have received and which are missing. Also tell us the reference of your order:
Following your message, we will check whether your item has been shipped, otherwise we will inform you of the complaint procedure for theft of items during transport of the package.
Can't find your answer?
We will do what is necessary to help you and ensure that you are satisfied.
Send us an email
You have not found the answer to your question and would like to contact us by email?
Go to our contact page:
Contact us by telephone
You have not found the answer to your question and would like to contact us by telephone?
Contact us on +33 (0) 186 640 180 from Monday to Thursday from 10 a.m. to 6 p.m. and Friday from 10 a.m. to 1 p.m.
Contact us on WhatsApp
Have you not found the answer to your question and would like to contact us on WhatsApp?
Add us on WhatsApp and ask your question to one of our agents on +33 756 837 000