FAQs

GENERAL  

The product I want is sold out! 
Oh no, we sometimes sell out of products super fast! Make sure you follow us on social media and subscribe to our newsletter to be the first to know when new stock is available.

Can I exchange my item if I need a different size/varient?

Absolutely! We have a couple of basic T&C's surrounding this. Just head on over to our 'returns policy' page to view the guidlines and how to.

 Where can I buy or try on Ketalia products?

We are always around at competitions throughout Victoria (and occasionally NSW & SA) with a trade stand. Head to our social medias to see where we will be heading this weekend and come and try on our products!

How can I find out about upcoming promotions or product launches?  
We have exciting news and upcoming promotions to share with youSubscribe to our newsletter, or follow us on our socials @ketalia_equestrian

Is Ketalia Equestrian looking for brand ambassadors or sponsored riders? 
We’re always on the lookout for new faces. Unless we’re running an official competition the best way to introduce yourself is sending us a DM. Make sure you take time with your application. We LOVE to see originality and effort put into applications, so make sure you stand out in some way!

 

ORDERS  

What payments methods does Ketalia Equestrian accept?  
We accept payment via PayPal or credit card (Visa, Mastercard, AMEX & Afterpay). 

Can I change or cancel my order?  
Once your order has been placed we work quickly to send it out for delivery. We will try our best to change your order if you contact us as soon as possible  but we can’t make any guarantees 

I placed an order, but I didn’t receive confirmation?  
You’ve placed an order and the money has been debited from your account, but you haven’t received confirmation? Not to worry! Sometimes the internet is a little slow, the email entered had a mistake or we’re sitting in your junk folder. Contact us and confirm your order.  

Is it safe to purchase online? 
Absolutely! Customer security is super important to us and we strive to ensure all interactions with our website are safeFor our fellow computer geeks, our system is used by brands such as Uber, Netflix and Spotify and boasts a 128 bit SSL extended validation security certificate issued by GeoTrust 

RETURNS

You can find our returns policy


DELIVERY & TRACKING 
 

How much does delivery cost? 
Shipping will be calculated at checkout and varies depending on location.   

When will my order arrive? 
All orders will be dispatched from our warehouse within 3 working days — but we’ll endeavour for same day dispatch.    

All orders (domestic and international) may experience the occasional delay due to customs clearance or postal service processes  these unfortunately are out of our control 

How can I track my order? 
We will email your tracking number after your order has been dispatched