Shipping & Returns

UK Delivery:

All standard UK deliveries are free when you spend £75 or more and are estimated to be dispatched within 3-12 working days of placing your order, dependant on courier selection. However, during busy periods this may not be possible, but don't worry! If any issues do appear with your order then our customer service team will contact you immediately.

Each order is expected to have a minimum of a 24 hour handling time.

Any orders under £75 come with a minimum of £4.95 standard delivery charge.

Delivery to areas such as Ireland, the Scottish Highlands and outlying parts of the UK mainland is estimated to take an extra 24 hours handling time on top of the standard delivery time due to shipping processes. Not sure if your area counts? Don't panic! A member of our customer service team will contact you and let you know if this does apply to your area.

Please note that during peak periods such as Christmas, Valentine's Day, Father's Day, etc there may be a slight delay in the dispatch of your order, so please allow extra time for delivery.

All of our parcels are delivered through Royal Mail, Parcelforce, Hermes, DPD, DHL or UPS. All orders that leave our warehouse are tracked to ensure a secure delivery service.

Want to track your order yourself?

It's simple! Once your order has left our warehouse we will send you a confirmation email which contains your tracking number to follow your parcels progress.

Pre-Ordered Items:

If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be processed by us on or before the day of the launch.

Return & Exchange Policy

Whether the size just didn’t quite fit right or you aren’t very keen on the colour, whatever the reason rest assured that you have 30 days to return your item!

We are happy to exchange or refund item(s) as long as the following conditions are met:

·       The item is in perfect condition, complete in its original and undamaged packaging.

·       The item(s) must be returning within 30 days (for UK orders) from the date you received it.

·       You complete and enclose the returns form in your returns package.

Returns Procedure (UK):

If you are a UK customer and wish to return your item, email us at info@equestrianroseltd.com and let us know. Then download and fill out the returns form letting us know why you want to return/exchange your item(s). This form must then be included in your returns parcel.

Once your return has been taken by your local post office/courier it will immediately be brought back to our warehouse. 

Please note...

Returns are only valid 30 days (for UK orders) after the order has been delivered. You will be responsible for the parcel you are returning until it reaches us. You will also be responsible for the cost of postage. Please ensure all items are packaged correctly to avoid damage. You may wish to use a tracking service to prevent potential loss of your item.

What items are returnable?

You can return your items within 30 days of receiving your order.

·    Items must be in original condition with no damages to the product or the packaging. Do not stick anything on Shoe Boxes/Original Bags as this will void your return. 

·    Clothing must be unwashed and unworn

·    Items must be returned in original packaging

All items that are being returned must be clean and in the same condition, they were when they left our warehouse. If an item arrives dirty then we are unable to process your return request. The product will then be returned to you at your own cost. This clause is in accordance with the Health and Safety at Work Act 1974. We will not accept returns on any form of undergarments.  

CUSTOM MADE PRODUCTS ARE NON REFUNDABLE.

RIDING HATS ARE NON REFUNDABLE.

What happens next (replacement)?

Once we have received your product this will be processed as below:

If you would like an exchange and the item is in stock at our warehouse, we will endeavour to get the item shipped to you within 48 hours. However, if the item you have requested is out of stock, you will be refunded.

What happens next (refund)?

If you would like a refund instead of an exchange, then the process will go as follows:

Similar to an exchange, Once we have received your product this will be processed as below;

Once we have received the item back, we will examine the issue. If it is a fault on the supplier's behalf then we will raise an immediate investigation with them. A full refund can be expected within 14 days of us receiving the returned item. The refund will go back onto the card that was used to make the purchase via credit, debit or PayPal.

Please note that donations are non-refundable.

If you require any more information on the process then please do not hesitate to contact our customer service team by emailing info@equestrianroseltd.com. The website says we are closed? Don't worry! We can still be contacted via our Facebook page as well as our 'contact us' page.

During these unprecedented times we felt it was important to provide the exchange service free of charge! So your postage for this is on us!

Want to cancel your order?

We understand that from time to time orders may need to be cancelled or quantities of certain items may need to be lowered for multiple reasons. Regardless of the reasons, we will always accept the change, as long as the change is made in the first 24 hours after placing your order. If the change is made any later than the first 24 hours, we will not be able to rectify the change and you will still be charged for the original worth of the order. If you still wish to change your order after this then you would need to go through our returns and exchange procedure. 

Lost or damaged items?

Whilst every effort is made to ensure that your item arrives in a timely and un-damaged manner by using reputable carriers, things can go wrong. Any claim for loss or damage in transit will be subject to our claims procedure and thoroughly investigated by ourselves, Royal Mail, Parcel Force, Hermes, DPD & DHL. If your delivery is not correct you have 3 working days from the day of delivery to report this to us for investigation.

Faulty item?

If you receive a faulty or damaged item then please contact our customer service team immediately so that we can get this sorted for you, explaining the fault of the item so that we can help you in the best way possible. In incredibly unlikely circumstances, we may ask you for an image as proof of a fault to then send on to our suppliers so that an investigation can be raised as to why the fault occurred. If this is the case then our customer service team will simply ask you to email them a clear image of the fault so that they can then forward that on for you.