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Veelgestelde vragen

Ordering
- 1. What's the status of my order?
  
  You can view the status of your order in 'My Account'. In 'My Account' you can click on 'my orders' to see the status of all you orders.
- 2. If I place multiple orders on the same day, will I have to pay for the delivery twice?
  
  For every order our system calculates a certain amount of delivery costs, unless your order is above €100,-. Unfortunately it's not possible to connect multiple orders online.
  
  In the case you've made multiple orders on the same day, we recommend to call our customer service (+31 594 512 145) so we can check if it's possible to merge the different orders.
- 3. I want to order for the first time. How does it work?
  
  When ordering on our website you just select products and add them to your shopping cart. When you have collected all the desired products you can choose from the different payment methods. If your product is in stock and you’ve placed your order before 17:00h, the package will be send on the same day. (except on Sundays and/or holidays)
  
  In other words, order at Divoza.com is easy and quick!
- 4. Can I order articles that are not for sale in the online store?
  
  It’s possible to order articles that our not in our online store, but it has to be from an active Divoza supplier. Do you have something specific you want to order? Please contact our customer service by phone (+31 594 512 145) or email (info@divoza.com).
- 5. What is the estimated delivery time?
  
  When a product is in stock, orders before 17:00h are send on the same day (with the exception of Sundays and holidays). With international orders we cannot guarantee a specific delivery time.
- 6. How do I cancel my order?
  
  When you wish to cancel your order the easiest way is to contact our customer service by phone (+31 594 512 145) or email (info@divoza.com). Do this immediately, since we try to send your order as quickly as possible.
Payment
- 1. Where can I find an overview of my orders?
  You van view all your active orders in ‘My Account’.
- 2. What payment methods do you accept?
  We accept the following payment methods:
  - IDEAL
  - PayPal
  - Visacard
  - Mastercard
  - Eurocard
  - Meastro
  - American Express
  - JCB
  - Bancontact
  - Sofort Uberweisung
- 3. How can I change my payment method?
  
  Before you finish the payment area of your order, you can always go back a step [previous] and change your settings.
  
  If you have finished your order, but wish to change something, contact our customer service (+31 594 512 145) as quickly as possible, since your order will be send within an hour.
- 4. How long does it take for my payment to clear?
  Your payment will be processed by Holland’s safest online payment system ’Ogone BV’. After you’ve filled in your information Ogone will start the secured payment procedure. It will be processed within minutes.
- 5. How does paying with IDEAL work?
  
  IDEAL is a Dutch system, so this payment method only works for people with a Dutch bank account. With IDEAL you transfer money directly from your own bank to Divoza’s bank account. You just need to select your bank and follow the instructions on screen.
- 6. Is paying on this website safe?
  Yes. Paying on our website is safe. Our payment will be processed by Holland’s safest online payment system ‘Ogone BV’.
- 7. Who handles my payment and why?
  
  Your payment will be processed by Holland’s safest online payment system ’Ogone BV’. It’s very important to us that the customers payment is being processed by an independent company. This will ensure the maximum protection.
- 8. How can I cash in a voucher or gift card?
  
  The best way to cash in you voucher or gift card is to use the discount code located on the bottom of your voucher or gift card. (It’ll contain 3 letters and 11 numbers.)
  
  During ordering you can fill in the code at step 1 of your shopping card.
Delivery
- 1. Can I have my order send to a different address than my own?
  Yes, when ordering you can specify the address you’d like the order to be send to.
- 2. When will my order be delivered?
  
  As soon as possible. We’ll send the order the same day. The actual arrival of your package depends on your country of residence. You can follow the status of you order in ‘My Account’.
- 3. Will my products be packaged safely?
  
  Yes, we try to wrap everything with maximum care. In the unfortunate case one of your products arrives damaged please contact our customer service (+31 594 512 145).
Returns policy
- 1. What is your return policy?
  
  If you wish to return certain products, you have 30 days to do so, with the exception of books, cd’s and healthcare products. The product needs to be unused and in its original packaging.
  
  After we’ve received your returned products we’ll immediately send you your new products or transfer money to your account. This can only be done in combination with your invoice and you bank or credit card information. Always send a copy of your purchase receipt or invoice with your package.
  
  Attention: product specifically ordered for you and not part of our store collection cannot be cancelled.
  
  Return address:
  Divoza Horseworld Leek
  Zernikelaan 16
  9351 VA Leek
  Netherlands
- 2. Do I pay for returning my package?
  
  The package your wish to return needs a stamp. These costs are for the customer. In case you wish the order something else, the new package will be send to you free of charge.
- 3. Can products on sale be returned as well?
  Yes, products from sales can also be returned within 30 days.
Warranty & Repair
- 1. I have received a faulty product, what should I do?
  In case you have received a faulty product, the best thing you can do is contact our customer service by phone (+31 594 512 145) or email (info@divoza.com). We’ll find a suitable solution.
- 2. For how long is my warranty valid?
  On almost all our products you have 1 year warranty in material or construction errors. In some cases you have a 5 year warranty. On all repairs you have 3 months warranty.
  
  The warranty will be discontinued when:
  - There have been repairs made by a third party.
  - The damages are caused by unjust or careless behaviour.
  - The product has been badly taken care of.
- 3. What are the costs for repairs?
  Repairs are free when the defect falls under your warranty. If not, there will be charges for the repair.
Extra Services
- 1. How does a loyalty card work?
  
  With your personal Divoza Horseworld customer card we’ll keep you updated on the latest offers and discounts. Besides that you’ll collect points on your card. When you have collected enough points you’ll automatically receive a 10 Euro discount voucher on your doorstep.
  
  Order your loyalty card now and receive a card with your own picture!
  
  (Attention: discount vouchers are being delivered periodically and are only limitedly valid.
- 2. How can I cash in a gift voucher or discount voucher?
  
  There are two ways to cash in your vouchers: in the megastores or online. Online you can do this on the first page of the checkout under “Unique voucher code”.
- 3. How do I find my size?
  You can scroll through the sizing & washing page under the “service” tab.
- 4. Can I order de-wormers at Divoza.com?
  
  We're sorry, de-wormers are no longer legal to sell without prescription. If you wish to buy a de-wormer, you’ll have to go to your veterinarian.
- 5. How does saddle fitting work?
  
  Saddle fitting can only be done in the Netherlands or around our German border. If you live in these surroundings and you want more information: contact our customer service by phone (+31 594 512 145) or email (info@divoza.com).

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