Shipping & Returns

🚚 Shipping Information

We dispatch orders worldwide (excluding some remote areas and parts of Asia – please check at checkout). Our goal is to get your gear to you efficiently and safely.

Order Processing Time

All orders are processed within 1-2 business days (Monday to Friday, excluding public holidays). You will receive a confirmation email with tracking details once your order ships.

Shipping Methods, Costs & Delivery Times

We offer two reliable shipping options to suit your needs:

• Standard Shipping (Tracked):
  • Carrier: DHL or FedEx
  • Cost: £12.95
  • Estimated Delivery: 10-15 business days after dispatch.
  • Ideal for faster, tracked delivery of your horse health products, riding wear, or competition accessories.
• Free Shipping (Economy):
  • Carrier: EMS
  • Cost: FREE on orders over £50.
  • Estimated Delivery: 15-25 business days after dispatch.
  • A great value option for larger orders, such as rugs, saddlery, or bundles.

Please note: Delivery times are estimates and may be affected by customs procedures, local holidays, or unforeseen circumstances. Tracking links will be provided where available.

↩️ Returns & Exchanges

Your satisfaction is our priority. If an item isn’t quite right, we’re here to help.

Return Policy Window

You have 15 calendar days from the date you receive your item to initiate a return or exchange.

Step-by-Step Return Process

1. Contact Us: Email our customer service team at [email protected] within the 15-day period. Please include your order number and the reason for the return.
2. Receive Instructions: We will reply with a Return Merchandise Authorisation (RMA) number and detailed instructions on where to send your parcel. Returns sent without an RMA number cannot be processed.
3. Pack the Item: Securely pack the item in its original, unused condition, with all tags, packaging, and accessories (e.g., for Bridle Pieces, Horse Boots, or Competition Shirts). Include a copy of your order confirmation or a note with the RMA number.
4. Ship the Return: Send the parcel to our returns address (provided in your instructions). We recommend using a tracked and insured service, as you are responsible for the item until it reaches us. Original shipping costs are non-refundable.
5. Inspection & Processing: Once received, our team will inspect the item (typically within 3-5 business days). We will notify you via email about the status of your refund or exchange.

Refund Timeline & Method

Upon approval of your return:

• Timeline: Refunds will be processed to your original payment method within 5-10 business days after we receive and approve the returned item.
• Method: The refund will be issued via the original payment method used (Visa, MasterCard, JCB, or PayPal). The refund amount will be for the product price only. Original shipping fees are non-refundable unless the return is due to our error or a defective item.

Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. Please follow the return process above, stating clearly that you request an exchange and specifying your desired alternative. We will ship the new item once the return is received and approved.