Order status, tracking and cancellation

If you have an account you can find the status of every order in the "My orders" section. If you bought as a guest, use the "Find order" page with your order number and the email address you used. When the shipment leaves, the courier's tracking number appears on the order page and can be copied with one click.

"Pending" means the payment has not been completed yet. "Confirmed" means the order has been paid and taken in hand. "Completed" means the order is closed. "Cancelled" means the order was cancelled, either by you or by customer service. Next to the order status there is also the fulfilment status, which describes the work in the warehouse: to be processed, in picking list, partially processed, processed.

The tracking number appears on the order page and is sent by email at the moment the label is transmitted to the courier, that is when the parcel is ready to leave. Until then the order shows as being processed, without tracking.

Yes, but only as long as the order has not entered picking in the warehouse. On the order page, if cancellation is still possible, you will find the "Cancel order" button: the refund is made automatically to the same payment method within 1 working day. If the button is not there the order is already being processed, and the remaining option is a return.

Not from the website: a confirmed order cannot be modified. Write to customer service straight away with your order number and the change you need: the sooner it is done, the more room there is to act before the order enters processing. If we cannot intervene in time, the way forward is a return.

Check your spam folder and make sure the email address was typed correctly at the time of purchase. If the payment appears to have been charged but you received nothing, use the "Find order" page with your order number and email, or contact customer service with the date, time and amount of the payment.

The order number is shown in the purchase confirmation email. If you cannot find it, write to customer service at ordini-shop@amahorse.com giving the email address used for the purchase, the date and the amount: we will look up the reference for you.

First check whether the courier left it with a neighbour, at the concierge or at a collection point, which is usually stated in the tracking details. If you cannot find it, write to customer service with your order number and tracking number: we will open the investigation with the courier.

An order can be partially fulfilled, for example when an item is no longer available: in that case the fulfilment status of the order shows "Partially processed", and the part that was not fulfilled is refunded or handled by customer service, who will contact you.