The Horse Reviews 

I had to accept a damaged item due to the cost of the return to Australia. I have now received an invoice from FedEx for import duties for over £50.00! I will not order from this company again. I wish I had read the reviews on Trust Pilot.

Another one who’s been charged £59 for import duties. Hidden away in their website and no mention when ordering. I’d already been in touch and asked if I could change the colour of my bag, told not possible but could cancel and reorder, which I requested to do. After waiting numerous days for a response I was told in that time it’d been sent out, so nothing they could do. Then to get the import charges email with no warning during the whole process. When I queried this and suggested they maybe tell customers during the order process they claim they always take on board feedback and improve. Obviously not. I wish I’d thought to check for reviews here before ordering.
I ordered the clementine bag, which is ok but as others have said it’s got a funny chemical smell, which makes me feel like it’s come from a Chinese drop shipping company. I’m trying to air it out and hope it goes as the cost to return is ridiculous. In short I don’t recommend

They say they cover all delivery costs and duties etc. But they don't. Like others I was stung by a FedEx bill of £50 for import taxes. After contacting the company they claim they never offered that. So they are a total scam. BEWARE.

If the option to give zero stars was there, I would. Not one to leave reviews usually but the bag arrived after a month - zero customer service help in that time. The bag however was faulty. They had not stitched the zipped pocket and closed it off - I got the clementine bag - this resulted in my items put in there falling into the lining between the leather. I requested assistance and was first told to get it fixed myself and they’ll refund it no guarantee of that - no idea where to do that and worried the bag would face further damage I asked them to fix it. Sent the bag and requested for credits to use on the site instead they have shipped the bag back to me and it’s yet to arrive. Also, no refund for the postage I incurred cause of their mistake. While a small amount still horrible experience that has put me off purchasing from them ever again.

I was issued with a fed ex import tax when I had received the bag of £50 . This is no made clear by the horse company . They said no delivery charges . This is appalling and misleading by company . Do not use this company . Their cross body strap also shorter than I think it should be .

FedEx have issued a £52 duties and import additional charge on a clementine bag - this was not made clear during the ordering process & is on top of the £20 fee to deliver. If this was transparent I would not have ordered so left feeling scammed - will not be ordering or recommending regardless of what bag is like

The bag arrived and it SMELLED TERRIBLE. An alarmingly strong chemical smell. It gave us all headaches while I was trying to air it out. Of course I immediately contacted their customer service asking for an exchange or return and they straight up said "just let it air out" and did not offer a solution. Worst customer service. I think we are all getting scammed by receiving their smelly bags and being forced to keep it.

Very disappointing experience – defective bag and poor customer service

I received the bag in a defective condition, so I immediately contacted customer service. Unfortunately, their first reply was completely unsatisfactory. After that, I didn’t hear back from them for several days, and when they finally did reply again, the answer was once again not helpful at all.

Despite clearly explaining the issue and the fact that the item was defective upon arrival, no real solution has been offered, and the situation is still unresolved. To make matters worse, days after the bag had already arrived (defective), I received a €70 FedEx bill to pay.

Overall, very poor customer service and a frustrating experience. Definitely not what I expected

I have ordered on 6/6/25 and there's still no news on my item delivery to this day 17/6/25.

I found this company after looking for cost effective luxury leather companies (I was also looking at STOW London, but my wife preferred the look of the Clementine), the product quality was just as advertised. Slightly chemical smell when I first opened the box, but it dissipated almost immediately to a rich leather aroma. The stitching was consistent and regular, my only downside was the hardware felt a bit cheap.
As for the shipping, it showed up to Texas in 2 days from Australia, but one of my items was swapped with another. I contacted the company through the chat on the website and got an email response the next morning. They verified my order and shipped out the missing item all within two days of filing the complaint. Sherry was super helpful in making sure that everything was taken care of!

Overall great product and good service, the logistics may need a bit of quality control to make sure the right products go to the right customers.

My 1st purchase was the Clementine in coffee. Aside from the wait on fulfillment, the purse arrived in good condition. The craftsmanship and leather quality was what I hoped for. Very satisfied. Gave me the confidence to purchase another handbag.

My 2nd purchase was for the Rosa in olive. Unfortunately, the bag that was shipped to me was damaged (the leather over the zipper pull tag was “chewed” up - looked almost like a rodent chewed it up. The Horse was responsive to give me a refund or an exchange. I opted for an exchange, but, disappointedly, the replacement had a sizable permanent crease and buckling at the base of the handbag. I hoped that once the purse was filled the crease would become less prominent. Sadly, not so. Based on the stitching of the bag’s leather pieces, I’m pretty certain faulty craftsmanship is the cause of this defect. There is an oval shaped leather piece that serves as the base of this bucket bag and the sides of the bag sewn/attached to the oval base. The base was not aligned with the leather sides which created the crease and buckling of the leather. It’s unsightly and speaks to the iffy craftsmanship of this bag. Beware of the Rosa.

Got a clementine bag in olive - everything is great but the smell is horrendous! Absolutely terrible strong pungent chemical stink that doesn’t dissipate. I’ve sent 1 email, at least 3 messages via chatbot on the website with a request to either substitute with a non-smelly bag or refund including shipping costs. Instead, I got the answer about a smell origin and how I should leave the bag in a ventilated space. No further responses at all. I’ve mentioned in my message that I only have about 2 weeks time to send the bag back since I’m going on holidays soon, feels like they’re waiting out for me to not be able to send a return and claim it was over 30 days or sth.

Their literal response: „Thanks for reaching out and I'm really sorry to hear this. I just wanted to try and explain the smell if I could.
We have recently done investigations on what could be causing this during the manufacturing process and we have come up with a few leads. We have put this down to the use of a moisture resistance sheet used in most leather goods to prevent any moisture during the transit process.
This is something that you probably wouldn't notice and it sits within our packaging (stuffing) within the bag to help keep its beautiful shape during its journey to you.
Once the packaging has been removed from the bag the smell should dissipate. I would best suggest keeping the bag in a well ventilated area to help this process along.
I really hope this helps clarify things“.

Dear The Horse, if you won’t solve an issue asap, I’ll file a complaint to ACCC and a transaction cancellation request through my bank.

Regards.

P.S. Almost forgot - the review I submitted on their website about the smell was never published, even though I’ve even got a confirmation email of a review submission. I wonder why 😂

Buyer Beware--They will not provide return postage. returning to australia is a fortune!! absolutely no help from customer service. I will never buy from them again.

I accidentally ordered the wrong color. I replied to the confirmation email right away. When I didn’t hear from them by the next morning I tried to contact them through the messenger bubble on their site. I left a message there and the automated response told me they would get back to me later in the day (1pm I think). Still nothing. The following day I got an email saying it was too late because even though the order hadn’t shipped it was “processed.” I asked to cancel and was told I could not. When it arrived, I asked if I could exchange the bag. They said I could if I paid the return postage. I asked if they could send me a shipping label and deduct the shipping charges from the return. They wouldn’t do that either! To send the bag back to Australia as a regular customer it would cost a fortune! Customer service was not a priority at all. Left a bad taste in my mouth. I’m going to keep the bag but will never feel good about it.

It shows the price in pounds, So you assume it is in the UK and then you have to pay £20 FedEx, the ln they try and sting you for shipping insurance, then it is a day late and you then get a £50 import duty. All I can say is it better be a spectacular bag because a 3rd of its price is in hidden charges.

I bought the clementine in olive green. The bag is fantastic! Material, quality and design - 5/5. The customer service in addition - 5/5 also. Now waiting for the mini clementine in charcoal.

I love the style of this bag and you can tell it has been well designed but I expected the leather to be better quality. Unfortunately it has a terribly overpowering chemical smell which meant l could not use the bag for a month after purchase until it had been aired the the garage, even after over 2 months I can still smell this when I open it. I would have returned but decided against it due to the shipping costs from the uk as I had already paid £50 additional import fees.
Any less than 4* reviews or those mentioning smells will be removed from their website or not posted which is really dishonest and misleading.

TERRIBLE customer service. Wrong product was shipped. Customer service was not timely with their response. Took over a week to respond. They did NOTHING to rectify the situation. Really disappointed as I am located in Canada and you would think they would check they are sending the correct product. Good way to ruin someone’s Christmas gift.

Primo acquisto realizzato con questo sito, conosciuto su TikTok, poi approfondito su Reddit e Trustpilot in cui emerge una visione del brand a mio avviso totalmente sconnessa dalla realtà.
Non capisco le critiche aspre e dure della gente, che certamente avrà avuto i suoi motivi per farle, ma la mia esperienza è più che eccellente con questo brand.
Ho acquistato borsa Clementine nella versione Green Olive e ne sono entusiasta. Qualità eccelsa, la borsa è arrivata in condizioni impeccabili, nonostante la spedizione sia stata lunga (Australia-Italia).
La spedizione è stata ottimale, tempi di consegna brevissimi (letteralmente 4 giorni lavorativi!), molto sopra le mie aspettative.
Veramente stupita dal trattamento di questo brand. Peccato spedisca da extra-UE e si debba pagare non poco tra IVA, dazi doganali e spese amministrative, ma questo naturalmente non è imputabile al venditore.
Complimenti, tornerò ad acquistare! 🥰