Frequently Asked Questions

Marketplace

Is there a timeframe Sellers are asked to ship out their sold item?

Sellers are asked to ship their sold item in 5-7 days. If the Seller is out of town or unable to ship the item in that timeframe, we ask the Seller to email us at hello@shopequestriancloset.com so we can notify the Buyer.

When does the Seller receive payment for their sold item?

Once the sold item has been received by the Buyer, the payout will be processed on the following 1st or the 15th of the month, whichever is sooner.

What % commission does Equestrian Closet take?

We take 35% and the Seller keeps 65%. It is free to list items on our marketplace.

Is Equestrian Closet available to users outside the U.S.?

Right now, Equestrian Closet only processes purchases/shipments within the U.S. We are hoping to expand soon.

Does Equestrian Closet accept returns/refunds?

  • We may ask the Seller to accept a refund if the item received by the Buyer was described incorrectly (condition, etc.).
    • You should report this issue by email to the address above no later than three days after delivery. In order to maximize our chances of being able to help you, please report any issues with your order as soon as possible.
    • We may ask you to upload photos or offer details related to the disputed item and its packaging.
  • We may hold funds owed to a Seller, pending resolution of a dispute or issue with an order.
  • Refunds or exchanges for the following issues are solely at the Seller's discretion (and we typically do not request returns/refunds for these situations):
    • Item doesn't fit you;
    • You changed your mind;
    • You accidentally ordered the wrong item, size, color, etc.;
    • You no longer need the item;
    • The item was damaged in the mail through no fault of the Seller; or
    • Delayed deliveries.
  • Equestrian Closet is an intermediary, we connect Buyers and Sellers. If there is an issue with your order, we will work to connect you with the Buyer or reach out on your behalf, but we can't always guarantee a perfect resolution.

Who pays for shipping?

The Buyer pays for shipping. We provide the Seller with a prepaid shipping label. The only additional cost the Seller is responsible for will be shipping supplies (box, bubble wrap, etc. if needed).

Our Product

Shipping

  • Where do you ship?
    • We currently only process and ship orders in the US.
  • When will my order ship?
    • Please give us 3-5 business days to process and ship your order. Of course, in the case of mother nature and national holidays, shipping may be subject to delay. If there are any delays, we'll contact you as soon as possible. As a reminder, any selected expedited shipping options DOES NOT include processing time for the order to be processed (3-5 days). Shipping rate is based on delivery address.
  • How much is shipping?
    • Shipping rate is based on the provided delivery address.
  • Where is my order?
    • Once your order ships, you'll receive an email with tracking information. If you have any questions or trouble with tracking, please email us at hello@shopequestriancloset.com with your order number

Product

  • How do I know my size?
    • We recommend selecting your true size. Please also note the measurements on the size chart provided.
  • How do I make a change to my order?
    • Once an order is processed, we are unable to make any changes. If there is an issue please email us at hello@shopequestriancloset.com with your order number and we will do our best to resolve the issue.

Returns

  • What is your return/exchange policy?
    • Items must be unworn and unwashed in original packaging with all tags still attached. The customer is responsible for the cost of the return and refunds will be processed within 28 days of receiving the return. Please note that return costs are non-refundable. We reserve the right to refuse returns that show signs of wear or do not meet the above criteria. As soon as we receive and approve your returned item, we will process your return. This typically takes 5-10 days for the amount to appear on your statement
    • If you would like to exchange your item for a different size please email us at hello@shopequestriancloset.com with your order number and requested size. If stock is available, we will move forward with the exchange. However, if we are sold out of the requested size we will process a refund for the order. Exchanged items must be unworn and unwashed in original packaging with all tags still attached. Exchanged items must be returned within 14 days of receipt with all tags still attached. Items must be unworn and unwashed in original packaging with all tags still attached.