FREQUENTLY ASKED QUESTIONS
What can we help you with?
Shipping
Do you charge for shipping?
We offer FREE UK mainland standard delivery for all orders over £25. For orders under £25 we charge £2.99 for shipping.
When will be order be dispatched?
Most of our suppliers ship on the next business day after your order was placed. Personalised, bespoke and made to order items may take 10 - 15 working days to be dispatched.
When will l receive my order?
3 - 5 working days. Personalised, bespoke and made to order items may take longer.
I haven't received the tracking details for my order.
If you haven't received the tracking details for your order, please contact us, hello@equestrianco.com, and we will be able to assist.
Do you ship outside the UK?
We do not currently ship products outside of the UK.
Returns & Refunds
How do l return my order?
Our returns process is designed to be hassle-free. If you've changed your mind about an item and fall within our 30-day returns policy, please follow the instructions below based on your location:
For USA Returns:
If you are in the USA, please proceed to the returns page for easy processing. USA Returns Page
All Other Returns:
If you are located outside the USA, please proceed to the returns page designed for our international customers. International Returns Page
If you have questions or need additional help, reach out to us anytime at hello@equestrianco.com
Who pays for return shipping costs?
Customers are responsible for the return shipping costs, except in the case of a product that is faulty. Please reach out to hello@equestrianco.com with photos if you have received a faulty product.
Who pays for return shipping?
Customers pay for return shipping, except in the case of a faulty product. If your product has arrived with a fault, please send photos to hello@equestrianco.com and we'll take care of it right away!
How long do l have to return my order?
Our return policy is 30 days from the date you received your order. Please note, some of our suppliers extended this over the Christmas period. Please contact hello@equestrianco.com for further details.
When will l receive my refund?
Please allow 10-14 working days from sending your order back to our supplier. Refunds are issued to the original payment method.
We do not accept the following returns.
Gift cards, made to order / bespoke items and personalised items.
My order has arrived damaged. What should l do?
Please send pictures of the damaged item to our customer service team, hello@equestrianco.com, and they will be able to assist you.
Exchanges
Can I return an item(s) for an exchange?
Unfortunately we can't process exchanges. Simply place a new order, and we'll get your new item(s) to you as quickly as possible. Please see 'Returns & Refunds' for how to send back your unwanted item(s).