We are dedicated to the highest levels of customer service. If you have any queries relating to our products or your order, please do not hesitate to contact us. All of our Customer Service Assistants are riders and horse owners, so there’s always someone knowledgeable to speak to about getting the right products for you and your horse.

If your query relates to an order, please include your order reference number and any other details you may think are relevant.

We will endeavour to answer your email within 24 hours; however there may be some delay at weekends and Bank Holidays.

Customer Services:
customerservices@equestrian.com

Customers: UK
01422 418555

Customers: Outside of the UK
+44 1422 418555

Lines are open: Monday to Friday 8.00am to 6.00pm & Saturday 9.00pm to 1.00pm

Equestrian.com
Riverside Offices
Bowers Mill
Branch Road
Barkisland
Halifax
HX4 0AD

Please ensure you address your letter to the correct department e.g., accounts, returns, marketing etc.

At the bottom of every page on our website there is a section where you can sign up to our free newsletter containing special offers and new products or promotions. You can also sign up here. Simply type in your email address and click the Sign Up button. You will be taken to a page to confirm your subscription options; and then you will be sent our latest exciting offers every week.

We’re sorry that you no longer want to receive news about our new products and latest offers. If you’ve just received our newsletter, there is an unsubscribe link at the top of the page– just click on this and you’ll be removed from our mailing list. You can also change your mailing preferences in the MyAccount area on our website; enter the Account Info page and you can choose the by post, by email and by SMS options to control how we contact you.

Unsubscribing from our newsletter or un-ticking the contact preferences will not prevent us from sending you important messages about your orders with us. We prepare our newsletters a few days in advance, so you may receive one more after unsubscribing.

If you change your mind and want to start receiving our newsletter again, you can subscribe again.

Equestrian.com maintains the highest levels of security and realise how important it is to you to securely store any information which you provide.

For your online transaction our web site uses high level SSL encryption technology, the most advanced security software currently available. You can feel rest assured that we take very seriously the privacy and security of your payment and personal details.

Our website can accept the following payment methods:

• Visa Debit Card
• Visa Credit Cards
• Mastercard
• Maestro cards
• Visa Electron
• PayPal

Please telephone us if you are wishing to pay by any other method and we may be able to take your order over the phone.

We are sorry that you're having problems putting an order through. There are a number of reasons why your card may decline

• Not enough funds available on the card, if you believe that you have please contact your bank.

• Your bank feels the transaction is outside of your normal spending habits so if you check the account and there is enough money in there please contact your bank and they will unblock your account so you can continue placing your order

Payment is charged immediately after security checks from your bank issuer and Equestrian.com have been authorised.

• If you want something specific you can search by using the search bar at the top of the site, you can then filter down to a more specific product by using the filter menu on the left hand side of the site.

• You can browse by category using the drop down menu at the top of the website, once you've selected a category you can then filter down to a more specific product by using the filter menu on the left hand side of the site.

• If you hover the mouse over a product, you can click on Quick View which will show you the available sizes, colours and styles available. On this page you can add the item to your bag or there is a link to view the Full Product Details if you would like more information

• On the Full Product Details page you can see a selection of large images which you can zoom into, the full product description, useful information about the ordering process, and links to other similar products that you might like.

To add an item to your shopping bag, simply select a colour, style and size, then choose the required quantity from the drop down list, and click Add to Bag. When you add an item to your bag, you have the option to go directly to the bag or to continue shopping. You can add as many items to your bag as you like, and you can view your bag at any time by clicking the icon on the top right of the screen.

In the bag overview you can remove products, change the size, style or colour, or amend the quantity. This is also the place to use a promotional code or credit note if you have one.

When you are happy with the contents of your bag, click Checkout Securely to be taken to the next stage which is Your Details.

Log In

If you already have an account you can log in at this stage otherwise you will need to enter your contact and address details. If you want to have your order delivered to a different address just un-tick the box for Delivery Address same as Payment Address and then registered users can select from a list of addresses stored against their accounts, or create a new one. New customers will need to type in their delivery address. Once all of the details are entered correctly, click Proceed To Order and Payment.

Order and Payment

On this page you can see the delivery options available to you and how much they cost. You'll also be able to review the items from your bag and the addresses for payment and delivery of your order and edit them if required. When you are happy that everything is correct, you will need to enter your payment details.

We can accept a number of different payment types and for card payments, you just enter your details on the screen. Selecting PayPal will take you to PayPal's website to confirm the payment and the order. You need to tick the box to say that you have read, understood and agree to our terms and conditions so please do take the time to read them.

Click Confirm Order and you'll be taken to the Order Confirmation screen. If you didn't have an account with us before, you'll now be given the option to create one, click here to find out the benefits to having an account with us. And you're all done.

When you view your shopping bag (step 1 of the checkout process), beneath the items in the bag there is a place to enter your promotional code. Type or paste in the code and click the Redeem button. This will apply the promotion to your order and you can then proceed to the next step.

Codes issued before July 30th 2013

Unfortunately these cannot be redeemed on our website at this time. However, if you call customer services on 01422 418 555 (+44 1422 418 555 for international customers) then we'd be happy to put the order through over the phone and you can use the code that way.

If you forgot to use your promotional code, please email us at customerservices@equestrian.com and we maybe able to apply the code for you.

Ordering through our website is quick, easy and secure, however if you'd prefer to order over the phone then our customer services team would be happy to help you. Please call them on 01422 418 555 (+44 1422 418 555 for international) with a list of what you'd like to order and your credit or debit card to hand.

When you have entered and confirmed your payment details on our website, you will be shown the Order Confirmation page that tells you that the order has been successful. This page will provide your order number; please make a note of it in case you need to contact us regarding your order.

You will receive a confirmation email sent to the email address set against your account . This email will be sent to you within a few minutes of the order being placed; if you do not receive this after placing an order, please check your junk email folder. The confirmation email contains the address details and items on the order so you can check that the order is correct

You can also view your latest order in My Account on the website; log in and enter My Orders to view your order history

Via Card

You can add to your order so long as it hasn't gone to be processed for despatch. Currently you can only do this via emailing customerservices@equestrian.com you must also authorise us to take any extra payment from your account.

Via PayPal

When emailing us you will need to give us authorisation to take the extra payment from your card. If you originally paid via Paypal, you will need to pay for the item using accounts@equestrian.com in your PayPal account and send us the PayPal confirmation ID.

Unfortunately, we cannot combine orders. Each order has a unique reference number which allows us to track your order through our system. Orders may also be coming from different Fulfilment Centres.

When you are placing an order you can choose to have your order sent to a different address right up until your payment details are entered and confirmed.

If you need to change the address on your order after it has been confirmed, please contact customer services on 01422 418 555 (+44 1422 418555 for international customers) or email customerservices@equestrian.com

Please note for security reasons we may not be able to change the address and we won't be able to change the delivery address once the parcel has been processed for despatch.

Sorry, currently we cannot deliver to multiple addresses.

All total prices for goods and services at the checkout represent the total, VAT inclusive price payable by the customer for those items, regardless of the address for delivery.

For deliveries to the European Union (EU), this price includes VAT (or VAT equivalent) at the relevant rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU.

Other components of the total price at the checkout, including delivery charge, may vary for each customer.

If you require a VAT receipt for your recent purchase, please contact customer services by emailing customerservices@equestrian.com

As a livery yard owner you will be able to apply for a bulk discount code which can be applied at checkout. You will need to send us all your details to prove you are genuine and your expected monthly spend. We will get back to you if your application is successful. Apply in the first instance to customerservices@equestrian.com

If successful you can start using the code immediately, we will monitor your monthly spend to ensure you maintain your discount code.We will get back to you if your application is successful. Apply in the first instance to customerservices@equestrian.com

We don't actually run trade accounts but as a business you will be able to apply for a bulk discount code which can be applied at checkout. You will need to send us all your details to prove you are genuine and your expected monthly spend. We will get back to you if your application is successful. Apply in the first instance to customerservices@equestrian.com

If successful you can start using the code immediately, we will monitor your monthly spend to ensure you maintain your discount code.

We offer the best possible delivery rates that we can across the globe, and for UK customers the services are as follows:

Service

Cost

Suitable for:

UK Standard Parcel
1-5 working days from despatch

£4.99

This service is suitable for all UK orders including large or bulky items.

UK Express Parcel
1-2 working days from despatch.

£6.99

Order before 5pm for next day delivery. Weekdays Only - Excluding Bank Holidays. This service is available for items currently in our despatch warehouse which can be despatched immediately.

UK Customer Collection
1-3 working days from Ordering

Free

Customers who can come to collect from our warehouse in

Equestrian.com, Riverside Offices, Bowers Mill, Branch Road, Barkisland, Halifax, HX4 0AD.

We will only apply one delivery fee per order, no matter how many items you buy. Available delivery services will be listed for you in Stage 3 of the ordering process once your address details have been confirmed.

There may be restrictions on certain services relating to order value, item size or parcel weight, meaning that not all of the above services will be available for every order.

We deliver to all UK postcodes including BFPO

There are multiple benefits to having an account with us. These include:

• Storing your address details for quicker check out
• Access to a Wish List to save your favourite items for later
• Your bag will be stored so that the items are there the next time you log in
• Your previous orders will be stored in your account

Currently we are purely online so all orders have to be placed either online or over the phone, however we are happy for you to collect your goods once we have informed you they are ready for collection.

Size guides are shown in the product details page, if there isn't a guide showing and you want help, please contact us by emailing us to customerservices@equestrian.com or telephone us on 01422 418 555 (+44 1422 418 555 for international)

From the date of despatch, you have 28 days to return your unwanted items back to use in a .saleable condition.

You can download and print a copy of the form here

You will receive an email confirmation when we have received your returned goods.

When unwanted items are returned back to us we need to ensure they are returned in a re-saleable condition. Our expectations mean you've kept all your original packaging and labels and that the item is undamaged and unused.

On receipt of your goods we are happy for you to inspect them but if you try them on or use them then this may affect your rights to returns the goods for a full refund, exchange or credit. We reserve the right to refuse an exchange or refund if the goods aren't in a saleable condition.

Returning items via the postal service or carrier

We advise that when returning items back to ourselves you have received proof of the return as we can't be held responsible for any parcels until we have receipted them back to ourselves.

Arranging a collection

We can arrange a collection of your items at a charge of £6.99 for UK Mainland customers (excluding Islands, Highlands and Northern Ireland). Please contact customerservices@equestrian.com for a quote to Islands, Highlands, Northern Ireland or International. Please retain your proof of collection until we have actioned your further request(s)

Returning items in person

You can return items in person to our returns department in Barkisland, Halifax, HX4 0AD.
To avoid delays:

  • •Please ensure you include all the relevant paperwork with your parcel
  • •Please mark your parcel for the relevant department i.e. returns

Returns

  • Equestrian.com
  • Riverside Offices
  • Bowers Mill
  • Branch Road
  • Barkisland
  • Halifax
  • HX4 0AD

We are unable to accept back perishables, personalised items or anything made to order. We also reserve the right to not accept back riding hats and other similar safety products if they are not well packed.

We need to be able to resell items after they have been returned back to us so please take care when parcelling them back to us so the items packaging as well as the products needs to reach us in perfect condition.

For Health and Safety reasons we do not accept back:

  • •Items which are soiled
  • •Items which include human parts, like flakes of skin or hair etc.
  • •Items which include pet hair, pet saliva etc.

We deem all the above as unreasonable and so will reject your return. You will be responsible for the costs of recovering these items.

Examples of items not accepted back as a return due to poor packaging

We'll refund your return costs, up to our standard delivery option cost, if:

  • •you received an incorrect item
  • •you received a damaged item
  • •you received a defective item

For all other returns, delivery is at your cost.

Please contact us on 01422 418555 or email us on info@equestrian.com and we advise the next steps. Please have your order number ready.
We may request further details or pictures of the incorrect item(s)

When returning items back to us we will need to see proof of purchase, we accept

  • • The original invoice/delivery note sent with your order
  • • A copy of your order confirmation
  • • Your order number

Failure to provide proof of purchase may affect your claim.

If you receive a parcel which looks damaged, please sign for it as damaged or refuse the parcel. If you sign for goods as in good condition, this may affect your claim.

Please report any missing items within 48 hours from the parcel being delivered or we will unable to deal with your claim.

For items damaged in transit, it is helpful when we're trying to claim against the carrier company that you keep all the original packaging which shows evidence of condition.

*Please read all advice in this section

Fault on inspection and unused

Please contact us as soon as you notice any fault, we will advise what to do given your particular circumstances. It is more than likely we'll send out a replacement asap

Fault on inspection and unused

We will repair, replace or refund items which show a manufacturers fault. Please note that if you have used items for a reasonable length of time without issue and then they become faulty, it isn't likely they were defective in the first instance.

A few examples of products which we aren't likely to accept back as showing a manufacturers fault:

Horse Tack/Wear

Breakages due to use, eg bridles, headcollars, horse rugs. If your horse gets caught up or catches any of the items they are wearing it is a safety feature of the product that they break rather than panicking your horse further to save possible hurt to your horse.

Riding Wear

Boots which have not been described as acid resistant won't last a great length of time if used in an urine environment, particularly leather ones. Heels which come away due to the boots being taken off at this point instead of using a boot jack. Broken zips which have been forced or have been used for a period of time before breakage.

Regardless of what the item has been used for it is important that it is returned back to us clean and dry. This is simply to comply with health and safety at work legislation.

If we begin to open your parcel and find it in an unacceptable condition we will cease any further inspection and immediately reject your returned parcel. We will inform you of this and you will immediately become responsible for the recovery of the item(s) at your own cost

We'll refund your return costs, up to our standard delivery option cost, if:

  • •you received an incorrect item
  • •you received a damaged item
  • •you received a defective item

For all other returns, delivery is at your cost.

Once we have received your returned goods we will refund the relevant part of the purchase price within 14 days to the person who originally paid and placed the order. This is normally within 2-3 working days from receiving your goods back to ourselves.

In order to avoid delays, please ensure your order reference number is included in ALL communications
Please ensure you obtain proof of postage and retain it until we have received your item and actioned a refund. Please be aware that international refunds can take a little longer to appear.

When your items have been refunded you will receive an email confirmation. Please note it may take a few working days for the bank to deposit the money into your account.

If a credit is given instead of a refund or exchange this will take the form of a Voucher Code, this will be emailed to you for use on the website at a later date.

If you return your order or part of your order up to 28 days from despatch you can request a refund, exchange or credit. Any refund will be credited to the original payment method.

All total prices for goods and services at the checkout represent the total, VAT inclusive price payable by the customer for those items, regardless of the address for delivery.

For deliveries to the European Union (EU), this price includes VAT (or VAT equivalent) at the relevant rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU.

Other components of the total price at the checkout, including delivery charge, may vary for each customer.

To view our full Terms and Conditions please click here

To view our Cookies and Privacy Policy please click here