Black Friday – Frequently Asked Questions (FAQ)
Ordering
- How do I receive Black Friday discount?
The discount is already applied in our online shop, so you don’t need to do anything. This year we only use a discount code for the Early Access (Thursday evening). On Black Friday itself no code is required: all discounts are directly applied to the products.
- Can I add something to my order?
No, unfortunately we cannot change orders during Black Friday. If you would like extra items, please place a new order.
- Can I cancel my order?
Due to the high volume of orders, we are not able to cancel any orders placed on Black Friday. Of course you can always return your parcel after delivery. Please check our return conditions for more information.
- Can I receive the Black Friday discount retroactively?
No, this is not possible. We cannot apply a discount retroactively to products that have already been ordered or delivered. Black Friday deals are only valid during the Black Friday promotion period.
- How can I pay for my order?
We offer several payment methods in our online shop. You can pay with iDeal, Mastercard, Maestro, Visa, PayPal, Apple Pay, Klarna and Bancontact – Mister Cash (Belgium).
- Do you increase your regular prices for Black Friday?
No, we absolutely do not. It is possible that an item was already on sale before Black Friday. You can always compare our prices with the recommended retail price on the brand’s own website. You will see that we do not charge a higher price than the official recommended retail price.
- An item disappeared from my shopping cart – how is that possible?
During Black Friday an item can sell out while it is still in your cart. A product is only reserved for you once your order has been fully completed and paid.
- How long are the Black Friday deals valid?
Our Black Friday deals are only valid during the Black Friday promotion period (for example from 28 November to 1 December) and while stocks last. We always clearly state the current promotion period on our website and in our newsletter.
Shipping
- When will my order be shipped?
During Black Friday our warehouse and shipping partners are extremely busy. Normally we deliver within 1 working day, but we cannot guarantee this during Black Friday. It may take 3 to 5 working days before your parcel is delivered to your home.
- One product is out of stock – will the rest of my order be shipped?
We aim to ship all items in one parcel. If one product from your order is not in stock, we will ship your order once it is complete.
- When will I receive my Track & Trace code?
You will receive your Track & Trace code as soon as your parcel has been scanned at the warehouse of our shipping partner.
- My Track & Trace status is not updating, what should I do?
Because of the high volume at the carriers, it may happen that the status of your parcel does not change for a while. If the status has not changed after 5 working days, or if something seems to be wrong, please contact our customer service. We will be happy to check it for you.
Returns
- Can I return my order?
Yes, you can of course return your order. Please refer to our return conditions for full details. During Black Friday we extend the return period: you have 30 days instead of 14 days to return your order.
Contact and customer service
- I sent an email – when can I expect a reply?
During Black Friday our customer service is very busy. Normally we respond within 1 working day, but around Black Friday waiting times can be a bit longer. Your email will be answered within 3 working days at the latest.
- I have a complaint – how can I best report it?
We want you to be happy with our products and service. If something is not as it should be, we are happy to help find a solution.
Please contact our customer service at info@dochorse.com. Describe your complaint or the damage to the item and include your order number. If possible, add photos so we can assess the situation quickly and accurately. We will respond to your complaint as soon as we can. Please do not throw the item away, as it may need to be returned to us or to the manufacturer for inspection.