Shipping & Returns

Shipping Policy

Shipping charge is a flat rate of £12.99 for all pad orders.

Items are shipped are shipped as quickly as possible, and never later than 3 working days after we receive the order. All orders are shipped to the address provided by the customer, by Royal Mail or a courier. Estimated delivery time for orders is 2 working days from when they have been handed over to the delivery company, although this may be longer at different times of the year, such as around Christmas time. We are not responsible for delays by the delivery company once order has been shipped.

Customers are notified by email when their order has been shipped and are provided with tracking details for their parcel.

Return and Exchange Policy

Returns are accepted according to the UK legislation. If you want to return or exchange an item, you must notify us of this within 14 days of receiving the goods by emailing us at equinen.uk@gmail.com. Please include your order number in the email. You will then have to ensure that the goods are returned to us within 14 days of notifying us. We will inspect the goods when they arrive back to us, and issue a refund within 14 days for items that are in as-new, unused condition. All products that are returned must be unworn and unused, and in a fully saleable condition (no dirt, smoke or pet hair) to be eligible for a refund (unless faulty). Any goods that are customised or show any signs of use cannot be returned or exchanged, and if they are sent to us, will be returned to the customer at their expense.

How to get a refund:

Email us, and we will send you a returns form.
Print the returns form.
Package the returns form (with all of the information filled in) and the products in a secure way that ensures all products arrive to us undamaged.
Post the products back to us.
Once we receive the products back, we will process the refund.
We will email you once the refund has been processed.

We will not pay for return shipping unless the products are deemed faulty (prior agreement is required).

Packing the products:

Please ensure you have adequately packaged your return. We will not be held liable for damage to the items without suitable packaging. Please do not use staples to seal packages as we cannot be held responsible for damage caused by the customer.

Please use either recorded or registered post for all returns. If you return items and they go missing, it is the responsibility of the shipping company who you used to send them back and not us. Make sure that you get proof of postage, and keep it safe until we have confirmed that the item has arrived to us.

Products must be returned in the same packaging that you received them in (such as a protective plastic bag, a box, etc) and with all tags and labels attached. If items are not sent back in original packaging and with all tags and labels attached, £2 will be deducted from your refund to cover the cost.

Exchanging products

We do not offer an exchange of products. You can however return an item that you do not wish to keep, and can place a separate new order for the item that you want to purchase instead.

Custom items

All custom products are non-refundable, unless faulty. If you have placed an order for a custom item on our website and paid a deposit for it, the deposit is non-refundable even if you have not received the item yet. When you place an order for a custom product, you get an estimated delivery date. If any custom products are unreasonably delayed, we will let you know and you can then cancel your order if you choose. In these instances, you will get a full refund for any monies already paid.

Repair service:

We are happy to offer a repair service if our products are found to be faulty after the end of the 14 days and within 2 months after purchasing, if the item is used and you have a receipt. Please send us an email to state what is wrong first and we will be happy to do our best to solve the problem.

If you need to discuss anything regarding your order or return, please email equinen.uk@gmail.com.