Once we've received and reviewed your return or complaint, we will refund your money within a few days, provided your claim is valid.

Please note that the entire return process can take up to 3 weeks. We always strive to complete this as quickly as possible for you.

If you would like to cancel one or more items from your order, or the entire order, please contact our customer service team.

You can reach us via our toll-free hotline:
+49 (0)34605-22865

Monday to Friday: 12:00 PM – 4:00 PM

Or send us an email at:
info@albenisa.de

Please also refer to our Cancellation Policy.

Ordering with us is easy:

1. Browse our selection or use the search function to find your desired product.
2. Click “Add to cart” on the product you wish to purchase.
3. Click “Continue shopping” to return to the shop and add more items.

4. If you have a discount code, you can enter it now. The discount will be applied to your total immediately.
5. Click on “Checkout”.
1. Already a customer? Log in with your credentials.
2. New here? Create a new customer account.
6. Fill in the required information and choose your delivery address and preferred payment method.

If you received a damaged or defective item, please reach out to us so we can resolve the issue as quickly as possible. The best way is to send us an email to info@albenisa.de with a short description of the issue, along with photos of the defect and the entire product.

We’ll take care of it and forward the case directly to the manufacturer. Of course, we’ll keep you informed throughout the process. Please note that this process may take 1–2 weeks, as we rely on the manufacturer's response.

The item doesn’t fit or isn’t quite what you expected? No problem! You can return items within 14 days of receiving them.

Please send your return to the following address:

Albenisa GmbH
Friedensstraße 13 b
06184 Kabelsketal

Important information:

• Please make sure the items are unused and in their original packaging.
• Return shipping costs: Return costs are covered by the customer. Please make sure the shipment is properly stamped.
• Refund: Once we’ve received and checked your return, we’ll refund the purchase amount using the same method you used to pay. Refunds are processed within 14 days of the invoice correction, provided the return is valid. Any applied discounts will be considered in the refund.
• Prepayment: If you paid via prepayment, don’t forget to include your bank details on the return form or send them by email to info@albenisa.de (please do not provide bank details over the phone).

However, please note that the entire return process may take up to 3 weeks.

For your statutory right of withdrawal, please refer to our Cancellation Policy.

Want to be the first to hear about new products, promotions, and special offers for you and your horse? Want to be part of exciting giveaways and exclusive deals?

Then sign up now for our free newsletter right here.

Here are the benefits waiting for you:

• Helpful articles and tips on horse care, riding gear, and more
• Regular offers and bargains for riders and horse owners
• Exclusive discounts for our newsletter subscribers
• Giveaways and many other surprises

Follow us on Instagram, Facebook, and YouTube for even more updates and offers from the world of equestrian sports.

Here’s how to redeem your voucher:

1. Select the products you want and add them to your cart.
2. Open your cart to proceed to checkout.
3. Enter your voucher code into the designated field and confirm by clicking the checkmark.
4. The voucher will be automatically applied to your cart total.

Please note: Only one voucher can be redeemed per order.

If you're having trouble redeeming your voucher, there may be several reasons. Please check the following:

1. Voucher validity: Make sure the code hasn’t expired.
2. Minimum order value: Ensure your cart meets the required minimum for the voucher.
3. Product restrictions: Check if the voucher is only valid for specific products and that you have them in your cart.
4. Correct code entry: Make sure you’ve entered the code exactly as shown, including capitalization.

If you’ve checked everything and it still doesn’t work, please contact our customer service. We’re happy to help!

The delivery time for all items in our shop is indicated on the respective product detail page and confirmed again in your order confirmation.

As soon as your parcel leaves our warehouse, you will receive a shipping confirmation by email. Usually, your package will arrive the next day — or at the latest, the following working day.

Please note: The delivery time of your entire order depends on the delivery time of the individual items. If you've ordered items with extended delivery times, this may delay the overall delivery of your order.

If you prefer a partial delivery or would like more detailed information about your delivery time, feel free to contact us at info@albenisa.de. Our customer service team is always happy to help!

Shipping costs are €4.95 for orders under €99. From an order value of €99, shipping is free of charge.

The order value is calculated based on the cart total (value of the ordered products) minus any applied discount codes.

Example:

Cart total: €110

Discount: €10

Cart total – Discount = Final order value

We ship exclusively with DHL to ensure reliable and timely delivery straight to your home or chosen address.

Yes, you can have your order delivered to a DHL Packstation. Just follow these three steps:

1. Enter delivery address: After your surname, add your personal customer number (also known as your "Postnummer") separated by a space. You’ll find this number on your DHL customer card or in the Post & DHL app.
2. Select Packstation: Enter "Packstation" in the street field and the three-digit Packstation number in the house number field.
3. Enter postcode and city: Finally, enter the postcode and city of your desired Packstation. Done!

Please note: If you address or redirect your parcel to a Packstation, DHL will store it for seven calendar days from the day of deposit, giving you plenty of time to collect it at your convenience.

For more information about DHL Packstations and how to collect your parcel, visit:
https://www.dhl.de/en/privatkunden/pakete-empfangen/an-einem-abholort-empfangen/packstation/empfangen-packstation.html

If DHL cannot deliver your order because you’re not at home, the delivery driver will leave a notification card in your mailbox. This card will inform you about the missed delivery and how to retrieve your parcel.

You can then choose to have the package redelivered on the next working day or collect it from the nearest DHL Packstation or post office. Your parcel is usually held for seven calendar days before it is returned to us — so make sure to act in time to receive it without delay.

To check the current status of your parcel, use the tracking feature. Once your package has been dispatched, you will receive a shipping confirmation email with a tracking link and shipment number that allows you to track your order anytime.

You can also use the DHL tracking tool directly via this link: https://www.dhl.de/en/privatkunden/dhl-sendungsverfolgung.html

If you haven’t received an email or have questions about your delivery status, please reach out to our customer service. We’ll gladly assist you in locating your package.

If your parcel has already been shipped but hasn’t arrived, please first check the status using the DHL tracking link. There may be an update about the whereabouts of your shipment.

If you cannot find any tracking information or if your package hasn’t arrived after more than 5 working days, please contact our customer service. We’ll be happy to help you find out what happened and guide you through the next steps.