Order Processing Times

If delivery of your order is required for a particular date, please email, or call to ensure it can be completed within the timeframe you need. We will always try our absolute best to accommodate orders that need delivery on short notice, but we cannot always guarantee that product will be in stock, busy times such as Christmas we may not be aware until we receive delivery from our supplier/s. Please check first to avoid disappointment.

Customers are always welcome to contact us for an estimated time of delivery, as the turnaround of orders can vary substantially according to what has been ordered and the workload we have at time your order is placed.

Average dispatch time at present, can take up to 7-10 working days, excluding weekends and holidays.

For Custom Made saddle cloths and rugs, our standard turn around can take up to 28 working day, excluding weekend and holidays.

All orders received after 3pm are classed as next day.

Custom Logo's - If a customer is having their own logo digitized for embroidery, we require clear artwork in jpeg, PDF or PNG format. Until this is provided an order cannot be put into production. 

Tips when Ordering

  • Double check size.
  • Make sure you have chosen the correct colours.
  • Check the spelling.

Call or email if you have any questions.

If you are placing an order and you think there are details you need us to confirm i.e. Thread colour or the layout of your design, please give as much detail as possible. You can do this by adding the required information under "Any Other Instruction”. There is one on every item on the website. Or, under “Special Instructions” on the checkout page.

We try our very best to please, but we need your help to make sure it is correct.

Courier Tracked and Insured (Next Working Day)

This means once we have processed and dispatched your order, the parcel will be due to arrive with you on the next working day.

If DPD Local or Royal Mail make an attempted delivery but no one is there to accept the parcel, a card will be put through your letterbox. The card will give you details on who to contact reference re-delivery, or for details on how the parcel can be collected. If the parcel is not collected, the courier will send it back to us, usually within 10 working days, Royal Mail returns a parcel to us after 18 days. We are happy to re-post, but it will be at an extra cost to the customers, as the postage charge paid by the customer have already be used on the first delivery attempt.

If we are experiencing problems with any delivery service booked, we reserve the right to use an alternative provider, all goods sent will require a signature on delivery.

Paying for next day delivery does not mean your order is dispatched any quicker by us, this is for postal timing once the order is dispatched.

Please note all services are quoted on standard circumstances, in times of bad weather or any other unforeseen circumstances, none of the above services will guarantee a delivery time, except to say parcels will be delivered as soon as possible.

Refunds

Items usually held in stock, purchased without embroidery can be returned for a refund or size exchange, providing they are unused, clean and in original packaging. All return postage and cost of sending new item out (if requested) is at customer’s own cost. Refund will be issued once the item, has been returned.

Goods we do not carry and are ordered in for customers specifically, are non-refundable unless faulty.

Personalised orders, items which have been personalised to customers request will not be refunded unless we have made a mistake and different to order placed by customer, the customer is responsible for ordering the correct size and colour and takes responsibility for thread colours and fonts chosen. We take no responsibility for customer’s mistakes. If, we have made a mistake and different to order placed by the customer, we offer either replacement of goods, or refund in full, plus, postage of returned goods.

Bespoke/Custom Made Horse Wear, once an order has been placed and goods are in the process of being manufactured, orders cannot be refunded.

Damaged, defective, or incorrect goods must be advised by email within 48 hours of receipt and immediately returned. Soiled or used goods will not be accepted for return.

Any return packages must be sent by Royal Mail Recorded or Special Delivery or by a Registered Courier.

Cancellations

Personalised Goods - When an order is placed for personalised goods it can be cancelled up to the time before goods have been personalised.

Goods ordered in specifically for an individual customer cannot be cancelled once the order has been placed no refund will be offered.

Bespoke/Custom Made Horse Wear - Once an order has been placed and goods are in the process of being manufactured, orders cannot be cancelled.

Contacting us

Email: [email protected] - Please include your contact phone number in-case we need to call you.

Call us: 01371 831 526 - If we are unable to answer your call, please leave your name and contact number on the answerphone.

Opening Hour: Tuesday-Saturday 9am-5pm (UK Time).