Last updated: October 2026
We are sorry if your order arrived damaged or did not meet your expectations. Let's solve it together.
1. Return Period
You can return your order within 30 days of receiving it.
2. Conditions
Your item must be unused, in the same condition you received it, with all accessories, and carefully packed so it is not damaged on the way back.
3. How to Return
Email helloelyhorses.com@gmail.com within 30 days of delivery with your order number and reason.
We will reply with the return address and instructions.
Send the item back and keep your tracking number.
Please do not send anything back before we approve your return. Parcels sent without approval cannot be accepted.
4. Return Shipping Costs
Change of mind: the customer pays return shipping.
Faulty, damaged or wrong item: we cover return shipping or send a replacement.
5. Damaged, Defective or Wrong Item
Please inspect your parcel when it arrives. If something is wrong, email us as soon as possible at helloelyhorses.com@gmail.com with your order number and clear photos of the item and packaging. We will send a replacement or a refund, whichever you prefer.
6. Exchanges
Return your original item as described above, then place a new order for the item you want. This is the fastest way to get it.
7. Refunds
After we receive and inspect your return, we will email you with the result. Approved refunds go to your original payment method within 10 business days. Your bank may need extra time to show it. If more than 15 business days have passed, please contact us. Original shipping costs are non-refundable, except as described in Section 9 below or when the return is due to our error.
8. Non-Returnable Items
Custom hobby horses and personalised items made from your photo
Sale items and gift cards
Items that are used or damaged after delivery
If a custom item arrives damaged or different from what we agreed, contact us and we will make it right.
9. EU and UK Customers
If your order is delivered to the European Union or the United Kingdom, you have the legal right to cancel within 14 days of receiving it, without giving any reason. This right applies even to sale items. If you cancel within this period, we will refund the standard delivery cost you paid. Custom-made items are excluded as permitted by law. Our 30-day policy applies in addition to this right.
10. Cancelling Before Shipping
You can cancel your order for a full refund before it ships. Email us as soon as possible at helloelyhorses.com@gmail.com.
Contact
helloelyhorses.com@gmail.com. We reply within 24 hours on weekdays.