Do you have a question about your order, delivery, returns or our collection? Below you will find answers to the most frequently asked questions.
Orders
How do I place an order?
You can easily place an order online through our webshop. Select the item you would like to purchase, choose your size or colour where applicable, and add the item to your shopping bag.
Then follow the checkout process to complete your order.
Once your order has been placed, you will receive an order confirmation by email.
Can I still change or cancel my order?
Would you like to change or cancel your order? Please contact us as soon as possible at info@puissance-collection.be.
We can only change or cancel an order as long as it has not yet been processed or shipped.
How do I know if my order has been shipped?
Once your order has been processed and shipped, you will receive a confirmation by email.
When tracking is available, you will also receive the necessary information to track your parcel.
Delivery
Where does Puissance Collection ship to?
Puissance Collection ships orders from Duffel, Belgium.
Available destinations and shipping costs are displayed during the checkout process.
How long does delivery take?
The estimated delivery time is displayed during the ordering process.
We aim to process and ship orders as quickly as possible.
During busy periods, launches or events, processing and delivery may exceptionally take a little longer.
Can I track my order?
When your order is shipped with tracking, you will receive an email after dispatch containing the information needed to track your parcel.
What if my parcel arrives damaged?
Please check your order upon delivery.
If the packaging or item is damaged, please contact us as soon as possible at info@puissance-collection.be and include your order number.
Photos of the packaging and the item will help us process your request as quickly as possible.
Returns & Exchanges
Can I return my online order?
For online purchases, the statutory right of withdrawal applies. You may withdraw from your purchase within 14 calendar days of receiving your order, subject to legal exceptions.
If you wish to exercise this right, please contact us at info@puissance-collection.be before returning your order.
For more information, please see our Returns & Refund Policy.
Can I exchange an item?
Would you like a different size, colour or another item? Please contact us at info@puissance-collection.be.
An exchange is an additional service and is subject to availability of the requested item.
Can I return a discounted item?
For online purchases, statutory consumer rights continue to apply, including when an item was purchased at a discounted price, unless a legal exception applies.
For more information, please see our Returns & Refund Policy.
Products & Sizes
How do I choose the right size?
Where relevant, you will find information about available sizes and any sizing guidance on the product page.
Not sure which size to choose? Feel free to contact us. We are happy to help you find the right size.
What if my size or favourite item is sold out?
Couldn't find what you were looking for? Feel free to contact us at info@puissance-collection.be.
We can let you know about potential future availability.
Showroom & Events
Can I visit Puissance Collection?
Puissance Collection is based in Duffel, Belgium.
For information about visiting our showroom, please contact us at info@puissance-collection.be.
Does Puissance Collection attend events?
We regularly attend equestrian events.
Whenever we are attending an event, we will communicate this through our website and social media channels.
Can I return an online order to the showroom?
Where applicable, you may also return an online order directly to our showroom.
Please contact us in advance so that we can properly register your return.
Contact
I have another question. Who can I contact?
Do you have a question that has not been answered above?
Please feel free to contact us at:
We are happy to help.
Puissance Collection reserves the right to add to or amend this FAQ when our services or terms and conditions change.