Delivery & Returns
We are still delivering as normal during the Covid-19 outbreak, and both Equestore staff and our couriers are following the latest government guidelines. If this situation changes we will update our social media pages as soon as possible.
You can find out more about Equestore response to the coronavirus situation on our blog.
We aim to deliver any UK Mainland orders for stock items as soon as possible - usually within 2-3 working days.
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, Royal Mail, UPS and other international couriers 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 £4.99 for small items.
UK OFFSHORE AND NORTHERN EUROPEAN COUNTRIES
(CHANNEL ISLANDS, SCOTTISH HIGHLANDS & ISLANDS, ISLE OF WIGHT, ISLE OF MAN, N.IRELAND, S.IRELAND, ALL NORTHERN EUROPEAN COUNTRIES)
We aim to deliver any UK Offshore orders for stock items on a two day delivery service. UK Offshore orders for specialist, personalised or made to measure items may take up to 4 weeks. The cost of your delivery will be indicated during the checkout process.
Please note that there is currently a delay of up to 5 days for shipments to the Republic of Ireland.
ALL OTHER OVERSEAS COUNTRIES
Equiport is able to deliver to all countries; however the postage prices and timescales will vary dependant on location and the size of the order. Delivery to many countries can be arranged via our website. Please note that delivery costs quoted on the website are estimates only, and these may increase depending on the amount of items ordered.
However, if your country does not appear on our delivery list then please email details to email@example.com and one of our friendly staff will be ready to assist.
Please note that overseas orders may be subject to customs duty charges when entering your country. We have no control over these charges.
SHIPPING & CUSTOMS
We strongly recommend that you contact your customs office to thoroughly inquire about import regulations before placing your order.
You are responsible for complying with international, national or local laws regulating the importation of products that you may purchase.
CLICK & COLLECT
All our products can be purchased online for collection at our showroom at Hooks Hall Farm, Romford, Essex, RM7 0SS
Items can be collected Monday to Friday 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 have extended our returns period during the coronavirus pandemic.
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 Equestore, 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:
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.