The Horse Reviews 135

Got a faulty bag. Contacted the custom mer service and they did not replace it due to it being used. I wore it once which is when I noticed the damage. I did not get to return it, any resolution or compensation.

On November 26, 2025, I ordered 2 Clementine bags thinking that it would be sufficient time for delivery before Christmas. I received an email from the delivery company stating my order was out for delivery. Unfortunately, that was the only information I ever get from the delivery company.

After a few weeks I reached out The Horse to see if they can assist me on getting more updated status on the delivery but I kept getting their automated messages.

Christmas came and passed and still no delivery. Finally The Horse sent me an email offering to send out the bags again or get a full refund. These were supposed to be Christmas presents which obviously did not happen. I chose to get a full refund.

The company’s standard delivery was supposed to be 5-10 days which is not true. I do understand that this happened during a busy holiday season and that they are in Australia while I’m in the US but I’ve ordered things from other countries and have never had problems with getting my purchases delivered.

I would reconsider purchasing from this company again if they chose a better and more reliable delivery company.

I ordered the Clementine bag from The Horse AU and was aware of the additional FedEx customs charges. However, overall the bag is absolutely not worth the price.

It has a very strong chemical smell, the seam finishing appears to be plastic, and the leather honestly does not feel like genuine leather. While the design and shape match the photos shown online, the overall quality is very disappointing.

Based on my experience, I would not purchase again.

I decided to order a bag from The Horse during one of their sales and, through no fault of their own, the bag was lost in shipping. Not only did they consistently communicate with me to see where it might be, they also offered a new bag at no cost (shipping or otherwise). The bag arrived smoothly and in great condition. I get complimented on it all the time.

I bought the Lou bag in coffee and it was dispatched quickly and I had no delivery issues. Unlike others, I had expected to pay taxes but I hadn’t factored in FedEx fees which added a quite significant total to the bag. There is a faint chemical smell to it but I can also smell the leather, which is nice. It isn’t as soft as I’d expected but is a lovely colour and shape. What really lets the bag down and cheapens it massively is the hardware. The zip pull is plastic! Lightweight, poorly made, plastic. Whether there is a quality control issue and the factory is getting away with swapping out the hardware I don’t know as I cannot imagine this brand making this design choice. It honestly makes the whole bag look so much cheaper. Would I buy another one? If they don’t change the hardware, absolutely not - there are much better choices out there at a better price point. I will be reaching out to The Horse about the hardware so may update my review when that happens.

I got stung with €65 worth of tax invoice by fedex because I purchased a clementine bag at the horse website. No emails, no information just a post received. This actually make me furious as I was not expecting this kind of ridiculous amount of tax on top of the shipping fee I paid. Will not order to this website again!!! 😡

I was aware of extra charges when purchasing the bags (Clementine and teddie) therefore I got them on black Friday sales to minimise expenses. Can't fault customer services as every of my questions asked have been replied to, the smell isn't as bad as I've read about, decent quality. Love the minimalist design

Their website is awful, restricting people from accessing their AU website not only from EU but even if you are in AU still can’t access to make an order to AU.
Customer Service is very bad-I have asked few different questions and the responses were so basic and unhelpful, definitely a brand that does not care for their customers. I work for a CS of a global brand with millions of customers and we have more focus on our customers than this lot with their mini brand. So disappointing. I really wanted to become their customer but it feels like I just cannot buy a product lol so bizarre. And the worst is that with so many bad reviews they don’t seem to take any feedback to try to improve.

Wish I’d read these reviews before ordering. Bag has arrived damaged- marks on the leather as if something has been pressed against it. I emailed and was offered 20% discount which I declined because the bag was too expensive to keep it in this condition. I asked them to give me return or exchange options over a week ago and I’ve had nothing back. Terrible customer service. Will contest with my bank if I don’t hear anything but imagine the import fees will be lost

Like others, I wish I had read reviews first as I have now been stung with a £45 import fee. When I contacted customer services, they weren't very helpful, claiming I could send the bag back for £50 or I should have read the T&Cs.

I ordered the clementine bag, which I actually really like. Mine didn't have the chemical smell like others had, and seems to be decent quality. Was it worth paying £65 to get it in the country though? Probably not

I was given two Clementine bags as gifts. I only used one without the crossbody strap and loved it. I went on a trip and attached the crossbody strap and it was defective or poor quality and snagged and ruined my shirt. I contacted The Horse CS and they wanted me to jump through hoops with order numbers, pics with the area circled, etc. because the initial pics didn’t show the defects well. I would NOT put myself through this if the strap was good quality. I just walked away, unhappy and am sharing this situation with others along with my close inner circle of friends. Barbara

The clementine tan bag just arrived and it smells like the worst possible toxic chemicals have been used to dye it. If I picked it up in a shop, at this price, I would definitely not buy it. Absolutely no way is it worth the money. The tan colour is a bit dull and the crossbody strap is not long enough for crossbody. This bag is average in looks and quality of leather, it’s probably worth half of the price I paid on Black Friday sale and maybe would all be okish if I didn’t feel like my chest has been poisoned by the fumes. Not worth the risk as it is too expensive to return.

Just got stung with a £59 FedEx invoice and the bag isn't even that nice. No transparency when purchasing. Awful experience and the bag is not worth the hidden charges.

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