Delivery & Returns
UK Mainland ONLY
We aim to deliver any UK Mainland orders for stock items as soon as possible - usually within 2-3 working days. Next-day express delivery is also an option at checkout.
We indicate a typical delivery time for out-of-stock items for UK mainland delivery, however if this will be different we will notify you as soon as possible after receiving your order.
We use a combination of DPD Local, DHL, Royal Mail and UPS to deliver your order. All delivery methods are recorded and trackable for extra security.
Specialist, personalised or made to measure items will be made to order, as will items in your personalised colour schemes. We aim to complete these items as soon as possible, so please contact us on placing your order to be advised of the estimated delivery date.
The cost of your delivery will be indicated when placing your order, starting at £5.95 for small items.
(Channel Islands, Scottish Highlands & Islands, Isle of Wight, Isle of Man, N.Ireland)
We aim to deliver any UK Offshore orders for stock items on a two day delivery service. The cost of your delivery will be indicated during the checkout process.
All EUROPEAN & Other Overseas Countries
CUSTOMS & DUTIES
As the buyer, you are responsible for any duty, VAT, taxes, handling fees or customs clearance charges etc that are required by your country for importing consumer goods.
We are unable to collect this beforehand, and cannot give you an estimate of cost as charges vary around the world. It is generally procedure that the delivery company will contact you for payment before delivering your goods, although this may vary with different couriers and countries.
We recommend that international customers do prior research to ensure that there are no surprise charges when clearing your delivery through customs, and so you have an idea of what the additional cost may be.
Please contact your local postal or customs office for more information if you are unfamiliar with customs fees and charges.
It is your full responsibility to verify the duties and customs charges and procedures in your country before placing your order. You are responsible for complying with international, national or local laws regulating the importation of products that you may purchase.
If you refuse to pay customs fees and charges at the time of delivery, your order will be returned to us and we will be unable to issue a refund for the shipment costs.
DELIVERY & TRACKING
We use DHL for international express shipping, with fully trackable and flexible services for extra security.
We are currently unable to deliver to Ukraine or Russia.
Exact prices and timescales will vary depending on the location and size of the order, but the table below gives an indication of delivery time once parcels are collected from Equiport by the courier and cost.
|DESTINATION||SERVICE||DELIVERY TIME||COST FROM|
|Ireland/Netherlands/Germany/France||Express||1-2 Working Days||£18.00|
|Rest of Europe||Express||1-2 Working Days||£20.00|
|USA & Canada||Express||1-3 Working Days||£25.00|
|Australia||Express||3 Working Days||£27.00|
|China/Japan/South Korea||Express||2 Working Days||£25.00|
|UAE||Express||2 Working Days||£30.00|
|Rest of the World||Express||2-5 Working Days||£25.00|
Your exact delivery cost will be quoted at checkout. Please note that these are estimates only, and there may be an additional charge for multiple large items.
Once your order is shipped, you will receive a shipping notification email. Within this email there will be a link to track your shipment.
If your country does not appear on our delivery list at checkout then please email details to email@example.com and one of our friendly staff will be ready to assist.
DHL ON DEMAND DELIVERY SERVICE
Any order sent with DHL Express will include the On Demand Delivery (ODD) Service.
Once your order is shipped, you will receive a shipping notification from DHL Express.
DHL ODD will provide you with email/SMS updates about your shipment's progress and estimated delivery date/time.
If this date does not fit your schedule, the free service enables you to customise your delivery and decide how, where and when the delivery takes place at the time and location that suits you best, giving you maximum flexibility and greater control over your shipment.
DHL On Demand Delivery offers flexible delivery options:
Click & Collect
All our products can be purchased online for collection at our showroom at 1 London Road, Allostock, Knutsford, Cheshire WA16 9JD.
Items can be collected Monday to Saturday between 9am and 5pm.
You will be contacted to be advised when your Click & Collect order is ready for collection. If you would like to collect at a certain time, please let us know in the Special Instructions box at checkout.
There is no charge for the Click & Collect service.
We are happy to extend our Returns Policy over the Christmas period. Items purchased as Christmas gifts may be returned until 31st January 2024, subject to the conditions and exclusions detailed below.
We hope you are happy with your purchase, but if you are not and wish to return and exchange for a different size or style, an alternative item or a refund, you must let us know within 14 days of receiving your order. We will need to receive the goods within a further 30 days of you notifying us that you will be returning them.
Items should be returned to us in perfect condition, complete with the original packaging, receipt/invoice and returns form, we will then be happy to exchange or refund you with the product price. This does not affect your legal rights.
If you require a returns form, please contact us at firstname.lastname@example.org.
Refunds will be processed within 14 days of the goods arriving at Equiport, or within 14 days from us receiving proof that the goods have been returned, whichever is earlier. You will be reimbursed via your original payment method.
Please note that the below items cannot be returned or exchanged unless faulty:
- Embroidered Goods
- Made to Measure Items
- Items made to order in personalised colours
- Special order items including Specialist Bits and Specialist Leatherwork
- The delicate nature of synthetic horse bits such as Trust, Beris, Nathe, Poponcini and Bombers Flexible Mullen means that they can be damaged if chewed by the horse. In such circumstances, we are not able to accept returns as it is not a fault with the bit.
You must make your own arrangements to return goods to us and you will be responsible for the cost of return unless goods are faulty. We recommend that you obtain proof of postage as you are responsible for the returned goods until they arrive in our warehouse.
All goods returned to us must be in a clean condition. Any goods that are deemed as too soiled to handle will be returned to you.
A postage fee will be charged for all exchanges.
If you are returning goods from outside the UK, please tick the box on the paperwork to indicate it is a return, otherwise you may be liable for customs charges.