In our help section you will find answers to all your questions. Search here for your question or select your topic below. If your question is still not answered feel free to contact us via our hotline.
Is shopping at Fundis Equestrian secure?
Your safety is very important to us. To ensure that you always have a good feeling while shopping, we always try to be available with our service for your concerns and problems. Furthermore, we work with established, independent third parties for buyer protection like Trusted Shops. Besides the buyer protection, this trustmark offers you the possibility to build up the necessary confidence before the purchase on the basis of many buyer recessions. Furthermore you can evaluate your purchase afterwards for other customers. We are thereby obligated to fulfill the highest requirements in the e-commerce business. Besides Trusted Shops, all purchases via PayPal are secured with the PayPal Buyer Protection, which secures the purchase in case of disputes or a non-fulfillment of the service
When will my order be shipped?
If all items of your order are in stock (green indicator: "ready to ship"), it will immediately be handed over to the warehouse logistics. If you order before 2 p.m. on working days, your order will even be packed and handed over to our shipping service provider on the same day. If the item or one of the items in your order is not in stock, you can check the delivery time of the orange indicator "Delivery time approx. x - y days". For environmental reasons, we completely refrain from partial deliveries.
Can I change or cancel my order?
If you made a mistake while ordering, forgot something or accidentally placed an order, please contact us immediately by phone at +49 7904 5599100. As long as the order is not yet on its way to you, we can cancel it or - if the invoice amount remains the same - change it for you. Therefore a prompt feedback is necessary. If the package is already on its way, you have to return the package and order again.
What do I have to consider regarding tax and customs regulations when placing my order?
Please note when ordering outside of Europe there may be additional duties, taxes or fees that you must pay to the responsible customs or tax authorities. We recommend that you consult the individual customs or tax authorities in your country for more information.
How long are discounts valid?
Discount campaigns are usually limited in time and usually contain further conditions which must be observed. These can be found in the terms and conditions within the respective newsletter or on our homepage. In case of doubt, our service team will be happy to answer your questions.
Is my return shipment free of charge?
We do not cover the costs of return outside Germany, Austria and Switzerland. You have to post the package independently at your local parcel service. Please use the shipment tracking so that the return shipment remains traceable for you and us at all times.
What do I have to consider when returning an item?
Fill in which article(s) you want to return on the return slip, which was included in the package. This will enable our return department to process your return faster and thus to process your return more quickly. Pack the goods securely in a suitable carton. It is best to use the received package, as long as it has not been damaged. Take the package to the parcel store near you. Make sure your return is tagged with a tracking number, so that the return shipment remains traceable for you and us at all times.
I want to exchange an item, what should I do?
For an exchange, we ask you to place another order in the online shop and to return the item(s) that have already been delivered. Please note that the invoice amounts of both orders cannot be offset against each other.
Where can I find the return label?
We do not cover the return outside Germany, Austria and Switzerland. You have to post the package independently at your local parcel service. Please use the shipment tracking so that the return shipment remains traceable for you and us at all times.
How long can I return my items?
You have 30 days after the receipt of the goods to return or exchange your items. If your order was placed in partial deliveries, the date of the last package received is valid. Purchases made between 11/22 - 12/24/2021 will have an extended return policy until 01/31/2022.
When will the refund be made?
The returned goods will be thoroughly checked by our return department for signs of use, stains or signs of wear. If the goods are in perfect condition, the full refund will be issued within 2-5 business days after the package has reached us.
Can I return a configured or personalized item?
The right to cancel does not exist for the following contracts: Contracts for the supply of goods that are made to the consumer's specifications or are clearly personalised.
Is a partial delivery possible?
For environmental reasons, we completely refrain from partial deliveries. Please check the estimated delivery time before placing your order.
Is it possible to have my order delivered to a packing station?
We will gladly send you the package to a DHL packing station. Simply enter your DHL ID and the address of the "DHL Packstation" with your delivery address. You can find out what the delivery address should be on: https://www.dhl.de/en/privatkunden/dhl-standorte-finden.html
Is an express delivery possible?
Express delivery is only available within Germany. Usually, our shipping service provider delivers reliably within a few working days, even with standard shipping.
My parcel could not be delivered, what should I do?
First you should check the reason why the shipping company could not deliver your package. You often find the reason on the tracking system website of the shipping service provider. In most cases there is a spelling mistake in the address or the name could not be found on the mailbox. In this case, the package will be returned to us. Please contact our service team so that we can correct the error and resend the package. Other possible reasons for an unsuccessful delivery or help can be found here: https://www.dhl.de/en/privatkunden/hilfe-kundenservice.html
What are the shipping costs?
You can check the shipping costs for your country on the following page: https://www.fundis-equestrian.com/us/shipping-and-payments
Is shipping abroad possible?
You live outside of Germany or outside of the EU, but would still like to order from us? No problem. We ship our goods worldwide. No matter if Europe, Asia, America, Australia or Africa.
Which parcel service is used to send my orders?
We ship our packages by default with the shipping service provider DHL and for express, US and UK deliveries via UPS.
I have received a damaged package, what should I do?
We are very sorry to hear you have received a damaged package. We pack our goods with great care and with the help of suitable protective material, so that they reach you undamaged even in the event of a severe impact. In case of a return shipment, please use a different, suitable package so that the returned goods can reach us just as undamaged and complete.
Is one of your items damaged or missing?
We are very sorry to hear that an item is broken or missing completely. We will gladly check your complaint and provide a replacement. Please contact us immediately after receiving the package before you take any further action. It is important that the damaged package is documented (e.g. photographed) in the same condition in which it arrived at your place.
Can I also pay by invoice?
The payment by invoice is offered for the countries Germany and Austria. There is no need for a customer account.
How do I find out whether all bills have already been paid or where can I view my possibly still open bills?
If you have any questions about outstanding invoices, incoming payments or other issues, you can always contact us by phone at +49 7904 5599100 or e-mail servic[email protected] Our service team will be happy to help you.
I have received a payment reminder, what can I do?
You have already paid your invoice, but you still receive a warning or payment reminder from us? Please contact our service team immediately by phone at +49 7904 5599100 so that we can check this in each individual case.
Which payment methods are available?
We offer many different payment methods. You can choose to pay via PayPal, credit card (AmEx, Mastercard, VISA), prepayment, or AmazonPay. More information about the payment methods can be found at https://www.fundis-equestrian.com/shipping-and-payments.
Do I have to register for an order or create a customer account?
Is my data safe?
Your data will be treated with great care and high security. At no time will it be passed on to third parties without your consent. We adhere strictly to the applicable data protection guidelines.
How can I view my order history?
Just log in to your customer account. On the left side in the menu you have to select the item "Orders". There you will find all your orders for review.
How can I change my billing address/shipping address?
Just log in to your customer account. On the left side in the menu you have to select the item "Addresses". There you can edit existing billing- and shipping addresses or add new ones.
I forgot my password, how can I reset it?
Click on the "Forgot your password?" selection below the log in. After entering your email address of your customer account, you will receive an email within a few minutes with further instructions on how to reset your password. If you experience any problems or have any concerns, please contact our service team.
How can I unsubscribe from the newsletter?
You don't want to receive newsletters from us anymore? What a pity! Just follow the instructions that are displayed in every newsletter email at the bottom. You can also contact our service team. We will take care of the unsubscription for you.
Where can vouchers be purchased?
You can buy our vouchers online and in our store in Riesenbeck. In our online store you can choose between vouchers with high quality packaging or vouchers that you can print by yourself. You can find them under the following link (https://www.fundis-equestrian.com/gifts/vouchers/) or in the category "Gifts > Vouchers".
For how long is my voucher valid?
Gift vouchers or remaining credit from gift vouchers can be redeemed until the end of the third year after the purchase. Remaining credit will be credited to the customer as a voucher until the expiration date.
Where can vouchers be redeemed?
Vouchers can be redeemed in our online-shop, the store in Riesenbeck and at any FUNDIS exhibition stand.
Can I redeem a partial amount of my voucher?
It is possible to redeem a partial amount of your voucher. The remaining amount remains on your card and can be used for your next order.
Can I combine my voucher with promotions?
If it is not explicitly excluded in the promotion conditions, vouchers can be combined with current promotions. Whether a promotion is not combinable, can always be found in the promotion conditions or under the following link https://www.fundis-equestrian.com/promotion-conditions.
Where can I see the balance of my voucher?
You can ask our Fundis team about the credit of your voucher at any time. Please contact our service team by e-mail at [email protected] or by phone (Mon-Fri: 9 am - 6 pm CET/CEST) at +49 (0)7904 5599100.
Can I add a voucher after completing an order?
Gift certificates can only be redeemed before the order process is completed. Unfortunately, a subsequent settlement is not possible. In individual cases you are welcome to contact us.
I have several vouchers, can I redeem them in one order?
You are welcome to redeem multiple gift certificates within the same order. Please contact our service team before you make your purchase. Discount codes can only be used individually.
Where can I enter my voucher code?
You have all your desired products in your shopping cart and want to add a voucher? In your shopping cart you will find the field "add voucher" where you can enter the voucher code. Another possibility to redeem a voucher is in step 3 of the order process "Check and Order" below the "Terms and Conditions and Cancellation Policy" on the right side.
What happens to my voucher in the event of a return?
If you have a return and have purchased the goods using a voucher code, the amount of the voucher will be credited to your account under the voucher code you know. A cash payment is not possible.
How do I convert Italian/French sizes into the German sizes?
In general, we provide both sizes for our Italian and French products. The Italian size is marked with IT and the French size with FR.
How do the sizes of the manufactures fit?
As a rule, we indicate our sizes as European dimensions. If you do not know the fit of a product or if you still do not understand it, you are welcome to contact our service team anytime.
How can I find out the size of my boots/chaps?
Finding the right size for boots or chaps is not easy. The most important thing is the correct measurements of the legs. How to measure them and which size to choose can be found in the size chart and description of the boot or chaps. The tables can be found on the pictures of the respective product. We would also be happy to advise you by phone to determine the right size.
Can I order another size to choose from?
If you are unsure which size fits you best, you are welcome to order two or more sizes and try them at home. You can return the unsuitable sizes within the return period.
What am I entitled to in the event of a complaint?
In general, there is the legal warranty. This is not to be confused with the warranty, which is separately identified by the manufacturer in individual cases. The basic condition for this right is on the one hand the proof of purchase within the last two years. On the other hand, there must have been a hidden defect which is clearly distinguishable from the expected wear and tear of the goods. The examination of these facts is incumbent on us as the dealer or the manufacturer. According to the law, the manufacturer has two attempts to rectify the defect before a withdrawal or refund can be claimed. Please always contact our service team in case of a complaint before you send in the goods.
I have a complaint, how do I proceed?
Please contact our service team first to discuss the further procedure. In most cases we need some photos of the damage first. After clarification, the item itself may then be requested in order to make a repair. In individual cases, however, this procedure can be waived.
Who pays the shipping costs in the event of a complaint?
If a product must be sent in for inspection or repair, we will of course pay the shipping costs. However, please always contact our service team first to discuss the exact procedure.
When do I get my item back after I sent it in?
The processing time for a complaint depends strongly on the individual case. We always make every effort to complete the process as quickly as possible and to your complete satisfaction. For more detailed information about your case, please contact our service team.