Customer support

Need help? Please contact us via e-mail.
Our expert customer support is happy to support you with information about your order, shipping, product inquiries or any other questions you may have. Our ambition is to get back to you within 1-2 business days.

support@equinest.com

Customer support

support@equinest.com

Want to return something?
You have 60 days from the time you received your order to return your order (see Terms of Purchase).
1. If your return label is missing in your package, contact support@equinest.com
2. Pack the product in a suitable box and attach the return label to the box.
3. Post the package at the nearest agent. The return label is linked to your order which allows us to automatically match your return with your order and credit your payment.
If more than 14 days have passed since you posted your return to us, contact our customer service via email with the order number.
Exchange an item?

Return the items you do not want to keep according to the procedure under "Return something" above and place a new order for what you wish to exchange for.

If the exchange involves an item that was subject to a promotional price at the time of purchase, you can email your new order number and your old order number to support@equinest.com to get the difference refunded.
Change helmet size?

If the helmet has a removable inner pad (such as Samshield, KEP, KASK, OneK) it is usually enough to just change the inner pad, and not the helmet shell itself.

Order the new inner pad you want to try and return the inner pad you received with the helmet using the return label. The amount and standard shipping will be credited as soon as your returned inner pad is registered in our warehouse.

When you receive the new inner pad, you can use the same box to return the inner pad that did not fit.

KEP inner pad

Samshield inner pad

KASK inner pad

OneK inner pad
The riding crop was not in the package

Did you purchase a riding crop along with something else? Usually due to the length of the riding crop, we need to deliver this to you separately, which means that in these cases, you will receive two shipments. If you have received a shipment where the riding crop is missing, but is listed on the delivery note, this means that another package is on its way to you with the riding crop.

See Terms of Purchase

Wish to return something?
You have 60 days from the time you received your order to return your order (see Terms of Purchase).
1. Contact support@equinest.com to receive your return label.
2. Pack the product in a suitable box and attach the return label to the box.
3. Post the package at the nearest agent. The return label is linked to your order which allows us to automatically match your return with your order and credit your payment.
If more than 14 days have passed since you posted your return to us, contact our customer service via email with the order number.
Exchange an item?

Return the items you do not want to keep according to the procedure under "Return something" above and place a new order for what you wish to exchange for.

If the exchange involves an item that was subject to a promotional price at the time of purchase, you can email your new order number and your old order number to support@equinest.com to get the difference refunded.
Change helmet size?

If the helmet has a removable inner pad (such as Samshield, KEP, KASK, OneK) it is usually enough to just change the inner pad, and not the helmet shell itself.

Order the new inner pad you want to try and return the inner pad you received with the helmet using the return label. The amount and standard shipping will be credited as soon as your returned inner pad is registered in our warehouse.

When you receive the new inner pad, you can use the same box to return the inner pad that did not fit.

KEP inner pad

Samshield inner pad

KASK inner pad

OneK inner pad
The riding crop was not in the package

Did you purchase a riding crop along with something else? Usually due to the length of the riding crop, we need to deliver this to you separately, which means that in these cases, you will receive two shipments. If you have received a shipment where the riding crop is missing, but is listed on the delivery note, this means that another package is on its way to you with the riding crop.

See Terms of Purchase