Can you tell me more about your price match policy?
Our Price Match policy is that if you see a branded (non-Equiport) item cheaper on another site, we’ll do our best to match that price for you.
All sales are subject to our main Equiport Terms and Conditions. There are a few terms and conditions specific to the Price Match:
- Price Match is only available on non-Equiport branded items that are listed on www.equiport.co.uk.
- The product must be in stock, and be available to buy in the exact same colour and size on our competitor’s website.
- The item must be full price and not reduced as part of a sale or promotion on our competitor’s site.
- The discount for the price difference will only be issued once we have verified the price with our competitor.
- The price must be displayed and transacted on a UK competitor site in GBP (£) to enable us to make a price comparison.
- The discount will only be valid to use on an order placed over the telephone against the specific item being sold at a lower price on our competitor’s website.
- The discount can only be used by you.
- We do not offer a Price Match on items sold on discounted websites or delivery charges.
- Equiport is not obligated in any way to guarantee a Price Match.
DO YOU HAVE MY ITEM IN STOCK?
The Equiport website is fully stock-controlled, with hourly updates. To check if an item is in stock, simply select the size and colour you require and a stock update will appear.
If an item is not in stock, you will be advised of an approximate wait time.
Please note that out of stock items have an estimated delivery date provided by our suppliers and this can change at any time. We will always endeavour to inform you should an item be likely to take longer to arrive than expected.
CAN YOU HELP ME DECIDE ON COLOURS FOR A CUSTOM ITEM?
We have a wide range of colours available for our Equiport range of saddle cloths, rugs and stable apparel and we can send fabric samples and photographs of the colourways on request. Please contact us for details.
HOW CAN I FIND SIZE GUIDES?
We’d hate to send you something that doesn't fit correctly, so we have size guides available for most of our products - just click on the 'Size Guide' button on each product page. If one of our products doesn’t have a size guide attached, but you still need some advice, then don’t hesitate to contact us and we will be happy to make a recommendation for you!
I WANT A PRODUCT THAT'S NOT ON THE WEBSITE
We can usually source further items from brands that we currently stock. Please contact us with details of the product you are looking for and we will be pleased to investigate further for you.
Can I have items sent to someone as a gift?
If you want to send something to someone as a gift then you can use his or her address as the delivery address for your order. Unfortunately, we don’t offer a gift wrapping service, so the goods will arrive just like a normal order - you might want to give the lucky person a warning so they know to expect a parcel! Also, please note unless discussed with us otherwise, we will include an invoice in the parcel, which will state the amount you have spent.
How do I pay online using gift vouchers?
Once you've added the items to your basket, go to your basket, and enter your gift voucher code in the “Vouchers & Promo Codes” box. Once you’ve entered your code, this will deduct the amount of voucher credit you have from the order total. If you are having problems, please contact us and we will be happy to help!
What currencies can I use to place an order with?
We only accept payment in GBP – if you are purchasing from outside the UK, then we will charge you in GBP, and your bank will calculate the exchange rate for you – please note we have no control over this exchange rate. The currency converter shown at checkout is a guide only. Also, if your country is VAT exempt, then this will be calculated automatically at checkout when the delivery and billing addresses have been inputted.
Where can I get a promo code to use on my order?
We understand that our customers like to get their hands on a great discount every now and again. We'd suggest that you check out the website, as we do often have promotions running. If it's a discount code that you're after – then make sure you’re signed up to our newsletter, as we’ll often send them out in our email marketing campaigns. Also, sometimes you'll spot a code on our social media pages or the banner on our website too - keep your eyes peeled.
I’ve forgotten my password, how do I reset it?
Resetting your password for your Equiport account is really straightforward. Click the account icon in the corner of your screen. Then once you’re at the log in page, click the 'forgot password' link and enter your email address. We'll then email you a link straight to your registered email address to reset your password. It's also worth checking your junk and spam folder if you're having difficulty finding the email.
I’m having problems with your website – what should I do?
If you’re having problems using the Equiport website, then please let us know as soon as possible. When contacting us about a problem, please include the following:
- As much detail as you can about the issue
- Screen shots of any error messages you get
- Which web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
- What you've done so far to try to resolve it
We will then pass this over to our web team, and they will solve the problem as soon as possible.
MY DELIVERY COUNTRY IS NOT SHOWN ON THE WEBSITE - HOW MUCH WILL IT COST?
We are able to deliver to most countries worldwide, however they may not all be available on the website. To obtain a shipping price, please email firstname.lastname@example.org with details of all the items you require and your full address so we can provide you with a price and timescale from our courier services.
When will my items be dispatched?
We aim to dispatch in-stock orders within 1 working day of the order being placed. If there are items not in-stock, this will be highlighted with a timescale on your order confirmation, and we will dispatch all items on the order together unless discussed with us otherwise.
Can I have my ordered delivered to a PO Box address?
We’re unable to deliver to PO Box addresses in the UK or abroad. We can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods. It’s also a good idea to add your company name to the parcel too as it’ll help the driver find you easily.
Will my order require a delivery signature?
Due to Covid-19, all delivery is now contact-free, and you will not currently be required to sign hand-held units.
Please note that we do not have the option to tell our courier to leave your parcel in safe place. You will receive notification from the courier by text and/or email, as to when your item will be delivered to your chosen address.
I’ve not received an order confirmation email – should I be worried?
A lot of the time our order confirmation emails delivers to your registered email address instantaneously. However, if you’re having problems locating this email, please check in your junk and spam folders, as sometimes they can incorrectly be filtered to there. If you still don’t have any luck locating your order confirmation, then please contact us and we will be happy to help.
I want to return my item
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.
We have extended our returns policy for the Christmas period. Items purchased as Christmas gifts can be returned or exchanged until the end of January 2023, subject to the conditions below.
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 email@example.com.
Click here to read our Returns Policy in full.
How long will my refund take?
We aim to refund all returns as soon as possible after receiving and checking them, usually within 2 working days. However, during busy periods like Christmas and New Year the processing time may be extended but will never be longer than 14 days.
Refunds will be issued to your original method of payment.
I’m missing an item from my order, what should I do?
If an item is missing, please contact us as soon as possible with your name, order number and the missing item's name. We will resolve the issue for you as quickly as we can.
I was sent the wrong item in my order, what should I do?
We want to sort out any issues with incorrect items immediately. Please contact us as soon as possible, and we will organise the necessary steps to get the problem corrected.
The item is purchased from you is faulty
All products are carefully checked before leaving our warehouse, but in the rare event that an item purchased from us is faulty, please email us in the first instance at firstname.lastname@example.org with photos of the fault and your proof of purchase. We will endeavour to rectify the problem as soon as possible in line with your statutory rights.