Help






Please call or email our customer service department either on (02) 9887 2558 or info@thedarkhorse.com.auOur customer service department is open Monday to Thursday 9 am to 5 pm and Friday 9 am to 2 pm.

We ship all over Australia! Within Australia we use Express Post Platinum via Australia Post and aim to have your item/s to you the next day. Please understand that this is subject to stock availability and orders can be delayed due to the courier service. Orders must be placed before 3 pm to be received the next day.

Your order will be shipped within 24 hours from when you place your order. During sales, please allow 48 hours for your order to be shipped. Orders will then arrive next day from when your tracking number is sent to you, if you are in the next day delivery area. You will receive an email confirmation once your order has been shipped with a tracking number. The delivery times provided are estimates only. Actual delivery is provided by third parties outside of our control. 

The Dark Horse will not be held accountable for late deliveries or loss or damage relating to late deliveries. Please ensure you enter the correct delivery address. The Dark Horse can not be held responsible for incorrectly entered delivery addresses. If the item can be returned back to us, we will have to re-charge delivery cost again (even if you were not charged the first time).

Yes! We offer international delivery for most countries around the world.

Your order will be shipped through International Registered Post, which generally takes up to 10 days to be received after it has been shipped. We try our hardest to ensure fast delivery, although sometimes deliveries can be delayed beyond our control.

Please note each country has different import duty and tax thresholds. Depending on your countries import laws you may be charged import duty and taxes by customs at the packages point of entry. Customers are responsible for all custom duty and taxes. Please check your country's taxes, duties, fees, and import restrictions before ordering from our site

If you are within Australia, you are able to return or exchange any* item - excluding sale items - for any reason as long as you indicate your intention within 7 days of the date of delivery and the item is in new, un - worn and in un-used condition with all tags attached.

Any item we find has signs of wear, when returned, will be sent back to the customer and another delivery cost will be charged. No delivery cost will ever be refunded.

We will provide you with a return authority number and instructions on how to return the item/s.
Exchanges and returns are free, as we will send you an pre-addressed express post bag. You then simply need to pop the satchel in any Australia Post box. On arrival the item will be inspected to ensure it hasn’t been worn. Products must be returned in their original condition and in their original packaging complete with all tags, instructions and inserts.

Once the return has been processed you will either be supplied with the exchange item/s of your choosing or a refund to your designated payment type.

The Dark Horse is not responsible for and will not accept the return of any item that is not returned in a new, unused and unworn condition. All returns must be authorised by The Dark Horse customer service.  

International customers who would like to return or exchange the product need to contact the customer service department within ten days of arrival.

Please note that international customers are responsible for returning the product to The Dark Horse and all charges incurred are at your expense. All products are to be sent using an appropriate postal service with insurance to ensure the items are secure in transit.

*Due to hygiene reasons earrings can NOT be returned. 

Items are carefully inspected and packed before they are shipped. Goods are classified as faulty if they are received damaged.

Damage occurring while in transit is uncommon, although in the unlikely event this occur please contact us as soon as possible. Keep all of the original packing material and we will provide you with further instructions. On return of the item we will investigate the fault or damage immediately.

We must be contacted within two days of the item being received. The return must be authorised by customer service at The Dark Horse

PLEASE NOTE: Due to limited supply of our products the item that you have purchased may be sold out and a complete refund will be issued. If you contact us after two weeks of purchasing an item, about a faulty issue, no refunds can be processed and if we can not obtain you a new item a credit note will be issued.
 

A sold out item means the item is no longer available. Some items can be re-stocked, simply email the customer service department to find out if it is available.

Effort is always made to make sure our inventory matches availability on the website, though there may be occasions when the information may not be one hundred per cent correct and an ordered item may be sold out. If possible, every effort will be made to source the item for you and you will be kept up to date by one of our customer service representatives.

Deliveries over $300 paid in full, Australia wide are FREE!
Deliveries under $300, Australia wide is $10.
International deliveries have $30 delivery fee.

All products are insured against loss while in transit to you. Once you have received the parcel, the goods are your responsibility and The Dark Horse does not insure your item any longer.

If you refuse a shipment from The Dark Horse, you are responsible for the original shipping charges, any Import Fees (Customs charges) that are incurred on the package, and the cost of returning the package to TDH. This amount will be deducted from your merchandise refund.

 

YES! We do not deliver to PO boxes.

As soon as your order has been shipped you will be emailed a tracking number. You are then able to check the tracking number through the website of the company delivering your order.

All information, including how your item is shipped and website link will be sent in the email.

Yes!! The lay-by option is only available for items over $100.

We not only offer a lay-by system, it is a take home lay-by system! This means as soon as you pay the deposit, we will send the item to you. You can then pay for the item as you wear it!  

Please note, the lay-by policy can only be used for one item at a time. Unless an item has completely been paid off, another item can not be purchased with the lay-by service.

When in checkout you will be see an option, when picking method of payment, to choose lay-by. A 30% deposit must be paid initially and the item/s will be sent out to you immediately.

You will then have exactly four weeks from the date you paid the deposit to finalise the payment. Just log into your account and choose how much you would like to pay off. You can pay it off with as much or as little money as you want, as many times as you need. You just need to pay it before the four weeks.

Please note lay-by’s can only be paid for via credit card at this point in time.

Failure of payment within the four weeks is theft and The Dark Horse will not hesitate to take legal action.

Please note, for security purposes, customers choosing to use the lay-by service will be asked to send a scanned image (or picture) of their credit card. The credit card must show the first four and the last four digits, the rest of the numbers can be covered. All information is private and safe.

If you receive a lay-by item and are not completely satisfied with the product, you may return it and the amount you have a paid will be refunded (excluding delivery).

Please make sure you contact customer service before you return any items, as a return authority number will have to be given to you. If you would like an exchange, you must also contact the customer service department first.

When you purchase an item, that is the amount you have legally chosen to purchase it for. If your lay-by item is on sale after you purchased it, that price is not applicable to you as that is not the price you purchased it for. 

This also includes if you have not received your item.

All sale items are final and can not be returned.

We also allow payment through PayPal. The option will be seen in checkout when choosing a payment type.

All lay-by’s must be paid for by credit card only, including the initial deposit and any further payments.

Designer sizes may vary, each item has it’s own sizing description.

Ring widths are from one side of the ring to the other. It is best to measure a ring you have at home to figure out which size you are. 

Our website utilises a variety of security measures to maintain the safety of your personal information.

All sensitive/credit information supplied by users is transmitted via Secure Socket Layer (SSL) technology directly to the banking system and then immediately disposed of when the transaction is complete.

If you are unable to purchase an item through the website, please call our customer service department and we will put through the order for you. In the event our phone lines are busy, please email us and we will call you back.

No additional charges on top of your order.

All prices are in Australian dollars, including G.S.T. 
G.S.T will be deducted automatically for international orders.

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or email you to verify your information. We also call random customers with no suspicious activity to ensure accuracy and validity.

Please either call or email our customer service department as soon as possible so changes can be made to your order, without disappointment.

Orders which have been placed can not be cancelled. After you have received it, and do not want the item, please contact the customer service department to return the item. 

We accept all major credit cards and PayPal as methods of payment. If you would like to pay by bank deposit please contact us.

All orders shipped within Australia cost $10. International deliveries have a $30 delivery fee.

All orders are always gift wrapped! No invoice is ever included in your order. 

Never worry, your invoice is always emailed to you and won't be in the package.

Please view our privacy policy through the home page.

Yes. Simply submit your email in the 'sign up' menu bar on the home page and LIKE our page on Facebook. Register with us and you will be eligible to receive email updates on new products, sales, events and other special announcements.

Yes! Just select gift card, then the amount. You then need to include the recipients name, address and a personal message (optional) in the checkout section.

The gift will then be delivered in The Dark Horse signature gift packaging.

Here at The Dark Horse, we do not make or tamper with any of the jewellery. Using gloves to package the item, they have little to no contact to anything un-hygienic. if you have an allergic reaction, we will have to contact the supplier as The Dark Horse is not responsible. A refund or exchange for the item will be offered if evidence is provided, although it is up to the customer to ensure they do not buy products they are allergic too. We will help the customer receive any form of help, although no form of payment will be offered to the customer, other then the refund/exchange.

 



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