Orders & Payments
Q: What payment methods do you accept?
A: We accept major credit cards, including Visa, MasterCard, and American Express, as well as PayPal. You can also choose Afterpay to shop now and pay later in interest-free installments.
Q: Can I modify or cancel my order after placing it?
A: We process orders quickly to ensure prompt shipping. If you need to modify or cancel your order, please contact us immediately at bec@craftyhorse.com.au. While we will do our best to accommodate your request, changes cannot be guaranteed once an order has been placed.
Shipping & Delivery
Q: How long does it take to process and ship orders?
A: Orders are processed within 1-2 business days from our location in Burra, South Australia. Once shipped, estimated delivery times are:
- Australia: 5-10 business days.
- International: Varies by destination country and customs processing.
Q: Do you offer international shipping?
A: Yes! We ship worldwide. International shipping costs are calculated at checkout. Please note that any customs duties or import taxes are the responsibility of the buyer.
Q: How can I track my order?
A: Once your order is dispatched, you’ll receive an email with a tracking number and tracking link from Australia Post. If you do not receive this email, please check your spam/junk folder or contact us for assistance.
View more details on our Shipping and Delivery page.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of purchase, provided the item is unused, in original packaging, and in resaleable condition. Please note that:
- Gift cards are non-refundable.
- Sale and clearance items are final sale and cannot be returned or exchanged.
For full details, please visit our Returns & Refunds Policy.
Q: How do I initiate a return?
A: Contact us at bec@craftyhorse.com.au with your order number and reason for return. If your return is approved, we’ll provide further instructions.
Q: Who covers the return shipping costs?
A: Customers are responsible for return shipping unless the item is defective or incorrect.
Product Care & Maintenance
Q: How do I care for my products?
A: We provide care labels with all our products, here’s a general guide on caring for some of our popular items:
- Silver Jewelry: Store in a dry place when not in use. Avoid contact with water, perfumes, and lotions. Clean with a soft cloth provided with your order.
- Wool Plush Toys: Hand wash with cold water and mild detergent. Avoid soaking and do not tumble dry. Gently reshape and air dry.
- Leather-Covered Notebooks: Keep away from excessive moisture. If needed, wipe the leather cover with a dry or slightly damp cloth. Store in a cool, dry place. Treat with leather conditioner when required.
You can view more detailed care information on our Stable to Style blog page.
Membership & Account Information
Q: Do I need an account to place an order?
A: No, you can check out as a guest. You will still receive email communication to track your order.
Q: What is the Mane Members Club?
A: The Mane Members Club is our exclusive membership where you get special discounts, and early access to new products. View more information by visiting our Mane Members page.
Q: How do I unsubscribe from the Mane Members Club?
A: You can unsubscribe anytime by clicking the unsubscribe link in any of our emails or by contacting us directly.
Miscellaneous
Q: Do you offer gift wrapping?
A: All orders are wrapped to feel gift ready and are clear of any price tags – please make a note during checkout if your order is a gift and if you have any special requests.
Q: Where are you located?
A: Crafty Horse is proudly based in Burra, South Australia. While we don’t have a physical storefront just yet, we operate exclusively online at craftyhorse.com.au. This allows us to deliver our products to horse lovers across Australia and beyond.
Q: How can I contact you?
A: You can reach us via email at bec@craftyhorse.com.au , call on 0477 547 451 or send a message through our Contact Us page.