Frequently Asked Questions
1. Safety & Trust
Is shopping at EQUEST by Hölscher safe?
Your security is very important to us. All PayPal payments are protected by PayPal Buyer Protection, which refunds the purchase price in case of a dispute or non-fulfillment. We also work with Shopify, one of the world's most secure e-commerce platforms. Your data is protected by state-of-the-art SSL encryption, and payment information is not stored in our shop. We adhere to high quality and service standards to ensure your shopping experience is not only secure but also pleasant and reliable. Our customer service team is always available to assist you with any questions or problems.
2nd order
When will my order be shipped?
In-stock items ordered before 11:00 AM on weekdays are packed and handed over to our shipping provider on the same day. Orders typically arrive within 2 business days in Germany. For items with a delivery time ("delivery time approx. x-y days"), the stated delivery timeframe applies. Partial deliveries are possible upon request – please contact our service team for details.
Can I change or cancel my order?
As long as the package hasn't been shipped, changes or cancellations can be made. Please contact our customer service immediately by phone or email. If the order is already in transit, the goods must be returned and a new order placed. For items that need to be custom-made, we require immediate notification of any changes or cancellations.
What do I need to consider when ordering from outside Germany?
For deliveries outside of Europe, additional customs duties, taxes or fees may apply, which must be paid directly to the relevant authorities in the destination country.
3. Returns & Exchanges
What do I need to consider when returning a product?
Please pack the goods carefully to avoid damage during transport. If possible, use suitable cardboard packaging.
I would like to exchange an item – what do I need to do?
Contact our service team to arrange the return. Once we receive the returned item, we will send you the replacement.
How long do I have to return my items?
Consumers have a statutory right of withdrawal of 14 days from receipt of the goods. You can find details in our cancellation policy.
When will the refund be issued?
After receiving and inspecting the returned goods, we will refund the purchase price within a few working days.
Can I return a configured or personalized item?
Personalized items are excluded from the right of withdrawal.
4th delivery
Is a partial delivery possible?
We do not ship partial orders by default for environmental reasons. However, upon request, we can ship available items in advance – please contact our service team for details.
Can I choose express delivery?
Yes, express delivery is possible from Monday to Thursday until 11 am for an extra charge, so the order usually arrives the following day.
My package could not be delivered – what should I do?
First, check the delivery reason in the tracking information. Contact our service team so we can arrange for redelivery.
Which parcel service will be used to ship my orders?
Shipping is handled via GLS by default.
I received a damaged package – what should I do?
Please document the damage (e.g., with photos) and contact our service team. Use suitable packaging for the return shipment.
5. Payment & Customer Account
How can I check outstanding invoices?
Contact our customer service by phone or email – we're happy to help.
I received a payment reminder – what should I do?
Please contact customer service immediately so we can investigate the matter.
How can I view my order history?
In your customer account under "Orders".
How can I change my billing or shipping address?
In your customer account under "Addresses" you can edit or add new addresses.
