Got Questions? We've Got Answers
We know buying horse tack online can feel a bit uncertain — especially when it's handmade and you haven't touched it yet. Here are the answers to the questions we get asked most. Can't find what you're looking for? Shoot us an email at louievaleequine@gmail.com — we love a good chat!
ORDERING & CUSTOM WORK
How do custom orders work?
Custom orders are our jam! Here's the process: You fill out our custom order form (or email us) with what you're after — colours, size, hardware, any special requests. We'll get back to you within 24-48 hours with a quote and timeline. Once you approve, you pay for your order, and we then get to work creating your one-of-a-kind piece. We'll keep you updated along the way. Easy as!
Can I see my order before it's finished?
Absolutely! We're happy to send progress photos if you'd like to see how it's coming along. Just let us know when you place your order. We want you to love it, so we're all about keeping you in the loop.
How long do custom orders take?
Custom pieces typically take 4-6 weeks from the time we start. We'll give you a more specific timeline when we send your quote. If you need something by a certain date (birthday, competition, special occasion), let us know upfront and we'll do our best to make it happen!
Can I cancel or change my custom order?
Before we start making your piece, you can change anything you like — colours, size, design tweaks, all good! Once we've started work and purchased materials, custom orders can't be cancelled or changed (since we're making it specifically for you). We always confirm all the details with you before we begin, so you'll have peace of mind.
Do you offer payment plans for custom orders?
All of our payment options are available to be viewed at checkout. We are currently looking into buy-now-pay-later options, such as Afterpay, etc.
SIZING & FIT
How do I know what size halter to order?
Great question! We have a size guide on every product page with measurements for Mini, Pony, Cob, Full, and Draft. If you're between sizes, we recommend sizing up for comfort. Still not sure? Email us a photo of your horse and we'll help you nail the right size!
What if the halter doesn't fit my horse?
No stress! If you've ordered a ready-made halter and it doesn't fit quite right, you can exchange it within 30 days for a different size. Just shoot us an email and we'll sort you out.
My horse has a really big / small head. Can you make a custom size?
Yes! That's exactly what custom orders are for. Give us the measurements and we'll make a halter that fits your horse perfectly. Whether you've got a chunky cob or a delicate pony, we've got you covered.
MATERIALS & QUALITY
What's the rope made from?
On standard accessories, we use Australian standard marine-grade rope. It's incredibly strong (1,200kg+ breaking strength), UV-resistant, soft on your hands and your horse, and built to handle the harsh Aussie sun and paddock conditions. It's the same quality rope used in marine and outdoor applications, so you know it's tough. We also have different style of quality ropes.
Will the colours fade in the sun?
Our rope is UV-resistant, so it holds up really well in the sun. You might see some slight fading over years of heavy use and sun exposure (because, Australia), but it won't happen quickly. Proper care helps too — rinsing off dirt and sweat after rides keeps everything looking fresh.
Is the rope strong enough for my big horse?
Absolutely! Our rope has impressive breaking strength, and every knot is tied by hand to ensure maximum strength. We wouldn't sell it if we didn't trust it with our own horses. That said, like any gear, you should inspect it regularly for wear and replace it if you notice any damage.
Are your products safe for horses?
Yes! Every piece is designed with horse safety in mind. We use quality materials, hand-tie every knot, and test everything before it goes out. That said, you should always inspect your gear before each use (just like you would with any tack) and replace worn items. We're not responsible for damage caused by wear, misuse, or lack of maintenance.
COLOURS & CUSTOMISATION
How many colours do you have?
So many! We've got everything from classic blacks and browns to bold teals, hot pinks, purples, and earthy colours. Check out our Instagram (@louievaleequine) to see some combos in action, or email us if you want to see specific colours before ordering.
Can I choose any colour combination I want?
Yep! Custom orders are all about making it yours. Want a two-tone halter in teal and black? Done. Want a rainbow lead rope? Let's do it. Want something soft and earthy in cream and tan? Beautiful. If you can dream it, we can probably make it.
Do you have colour samples I can see?
We don't send out physical samples (too many colours, not enough hours in the day!), but we're happy to send photos of specific colours or combos you're considering. Just email us and we'll help you visualise it.
SHIPPING & DELIVERY
How long does shipping take?
We ship via Australia Post, and delivery times depend on where you are:
- Standard Shipping: 5-7 business days
- Express Shipping: 2-3 business days
- Free Shipping on orders over $200!
Do you ship internationally?
Not yet! Right now we only ship within Australia. International shipping might be coming in the future — stay tuned!
When will my order be posted?
Ready-made items ship within 1 week. Custom orders take 4-6 weeks to make, then ship. You'll get a tracking number as soon as your order is on its way.
What if my package gets lost?
We'll work with Australia Post to track it down. If it's confirmed lost, we'll send you a replacement or issue a refund (depending on liability. Just let us know as soon as you realise something's up.
Can I pickup my order in person?
We're based in Holbrook, NSW. If you're local and want to pick up your order, send us an email when you order and we'll arrange it. We love meeting local horse people!
CARE & MAINTENANCE
How do I clean my rope tack?
Easy! Just rinse with clean water after each use to get rid of dirt and sweat, then hang to dry. Avoid machine washing or harsh chemicals — they're overkill and can damage the rope. That's it!
Can I put my halter in the washing machine?
Yes, it can be washed in the washing machine. We recommend using a light, gentle cycle and placing it in a laundry bag. Air dry only and do not tumble dry to help maintain the quality and longevity of your gear.
How should I store my tack?
Hang your halters and leads in a cool, dry place away from direct sunlight. Avoid leaving them folded or crumpled for long periods — hanging helps them keep their shape. Keep them away from moisture to prevent mildew.
How long will my halter last?
With proper care, years! How long depends on how often you use it and how well you maintain it. Regularly check for wear (frayed rope, loose knots, damaged hardware) and replace when needed. Rope softens with use but stays strong — it's built to last.
RETURNS & EXCHANGES
What's your return policy?
You've got 30 days to return ready-made items if they're unused and in original condition. Custom orders are non-refundable (since they're made just for you). Full details are in our Shipping & Returns Policy, but the short version is: we want you happy, so if something's not right, let us know and we'll sort it out.
Can I exchange for a different size or colour?
Absolutely! Email us and we'll arrange an exchange. Exchanges must occur within 30-days of your purchase. See our full exchange policy here.
What if my order arrives damaged?
Contact us immediately with photos and we'll send a replacement or refund you — your choice. We inspect everything before it ships, but sometimes things happen in transit. We'll make it right, no questions asked.
ABOUT OUR PRODUCTS
Are your products handmade?
Every single piece! Taylar ties every knot by hand right here in Holbrook, NSW. No factories, no mass production — just quality craftsmanship and a whole lot of patience.
Do you make lead ropes, reins, and other gear?
Yes! We make halters, lead ropes, reins, lunge lines, and dog leads. Basically, if it can be made from rope and it's for your horse (or dog), we can probably make it.
Can I see examples of your work?
Absolutely! Check out our Instagram @louievaleequine for photos of recent work, custom orders, and happy customers. You can also browse our Shop page to see what's currently available.
Still have questions?
We're here to help! Whether you're curious about colors, need sizing advice, or just want to chat about your horse, we'd love to hear from you.
Email us at louievaleequine@gmail.com and we'll get back to you within 24 hours.
You can also follow us on Instagram @louievaleequine for behind-the-scenes updates, new products, and lots of horse content!