FAQ – most frequently asked questions 

Everything you would like to know about True Rider and ordering with us but you were afraid to ask ;)

Why should you trust us?

It is normal because you probably don’t know us yet and we are a new brand outside your country. Thus, we just want to confirm your that we are working totally legally and our online shop is 1000% safe! We know the EU and USA customer’s law and we work closely with our overseas partners. Some of them are famous writers from popular horse magazines, some are riders or have a big stable in Germany ;) Either way we understand that you might be afraid to order from us. That is why we are currently establishing partnerships from many tack shops in USA, Belgium, Netherland, Germany and UK. If you would like to order our clothes from particular shop please let us now!

What is more our apparel is worn by many famous, international riders. If we wouldn’t be trustworthy and our clothes wouldn’t meet the highest standards no one would want to wear our clothes during World Young Dressage Championship 2015 and Young Rider European Championship 2015 and other international shows! Right?! ;)

We want you to fell 100% comfortable while shopping and we know how important, especially for USA riders is to pay with PayPal account. Please give us then some time as we are working on registering our PayPal account. Till then please read opinions about our shop, see the “Our riders” section and check our Social Media. If our customers and their opinions convince you to shop with us you can always pay by direct money transfer (read below).

How much does shipping cost?

Aaverage shipping costs with UPS:

Europe* – 15€

UK* – 20€

USA* – 30€

Australia* - 40 €

*Please note the final price is based upon the final weight of ordered products. Actually the more you order the less you pay ;) All the costs will be shown in the customer’s basket.

Visit our shipping and delivery page for more information.

How long does delivery take?

A quick delivery of the ordered items is important for us. Therefore, straight after we will receive full payment of the ordered good we will send you your parcel. It usually takes up to 3 working days to deliver your goods to country in Europe and up to 6-7 working days for delivery to USA and Canada.

Please not for 1 kg parcels you can choose cheap delivery by Polish however it might (but not necessarily) take a little bit longer to deliver the parcel that by DHL or UPS. 

What payment options are there in the shop?

As for now we offer in our shop only a payment in Advance. Meanwhile we are working very extensively on our PayPal account.

The amount must be paid to the following account:

Bank account details

Account holder: True Rider Natalie Palacz

Account number: 63 1140 2004 0000 3202 7504 1176

Bank code (Sort code): 11402004

Bank: mBank

IBAN: PL63 1140 2004 0000 3202 7504 1176

BIC: BREXPLPWMUL

How can I contact True Rider directly?

We love to talk to our customers and we want you to be sure that whenever you would like to contact us directly you have such a choice! Therefore if you need a personal, immediate contact with True Rider please contact us during weekdays between 8:00 – 18:00 on +48 601 562 806.

You can also send us e-mail 24/7 365 days in a year to orders@truerider.eu or write us a message on Facebook.

We look forward to hearing from you!

Can I return bought good?

Sure. As a consumer you have a right to revoke this contract within fourteen days without stating a reason. You may use the attached return form

How to wash True Rider’s clothes?

Of course all the most important information plus washing guide you will find on the back of our label. However if you wish to know how to handle washing with our clothes here is a quick list.

1. Please wash our clothes on the reverse side

2. Please wash it up to 30 Celsius degrees

3. Do not use bleaching agents

4. The maximum spinning is 500 spin./min.

5. Iron on the left side with not very hot iron

Advise : Ironing makes the imprint last longer.