Terms & Conditions
Welcome to the Equestrian Embroidery Ltd Web Site ("www.equestrianembroidery.co.uk"). Please read carefully our Terms of Business which governs your use of our Website. By using this Site and placing an order, you are agreeing to them.
Tips when making an order:
Double check the size.
There are two boxes where you can give extra details. 1, when making the order and making your choices "Any other instructions” 2, on checkout "Special instructions" it's better to confirm everything and get it right, than think we will know what you would like.
Re Timed orders.
We do everything we can to make sure your parcels arrive on time and within specified timescale. We cannot be held responsible for the delivery services. There will also be times when problems can arise which are out of our control. But we will do everything humanly possible to make sure your order arrives in time and in perfect condition.
Please note we do everything humanly possible to assure your orders get out on time and delivered for the required date, sometime things happen out of our control which we are unable to do anything about, which make this impossible.
We do not store credit card details, nor do we share customer details with any 3rd parties.
This site is owned and operated by Equestrian Embroidery Ltd. The material contained on this web site, including all design, text, graphics, selection and arrangement of content and all other information on this site are copyright of Equestrian Embroidery Ltd or its licensees, content providers. All rights reserved.
Terms and Conditions
If delivery of your order is required for a particular date, please email or call to ensure it can be delivered within the timescale you need. 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 work load we have at the time of order. Dispatch dates can vary between 3 working days - 28 working days although the average dispatch time at present is 10-12 working days.
But please confirm before ordering if the date is important.
Custom Made Orders (goods manufactured for you to your specification) please see details for dispatch times.
Orders received after 3pm are classed as next day.
If Royal Mail or a courier make an attempted delivery but no one is there to accept the parcel, a card will be put through your post box, this card will give you details on who to contact to either arrange re delivery or, details on how your 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 repost, but it will be at an extra cost to the customers as postal charges paid by customer have already be used on the first delivery.
Please see below for postal options.
General orders must be paid for prior to embroidery and dispatch. Cheques to be made out to Equestrian Embroidery Ltd (7 days clearance required).
Payment of Invoices for account customers. Invoices are sent electronically to an email address supplied by the customer and become due by return of invoice.
Overdue payment of invoices. The Late Payment of Commercial Debts Regulations 2013 which was introduced on the 16th March 2013 and will be applied. Plus, any costs to obtain money from invoices owed will be payable by the customer.
Payment can be made by bank transfer to Equestrian Embroidery Ltd, alternatively by credit / debit card to Equestrian Embroidery Ltd or by PayPal.
All parcels will require a signature on delivery or collection to ensure security of the package/parcel at all times.
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 & colour, and takes responsibility for thread colours and fonts chosen. We take no responsibility for customer’s mistakes.
(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 is at customers cost.
Goods we do not carry and are ordered in for customers specifically, are non-refundable unless faulty.
If we have made a mistake with spelling, size or colour ordered we offer either replacement goods plus postage of returned item or refund in full plus postage of returned goods.
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.
Order turn around varies on workload and product availability, if you need an accurate time or specific date please email or call before an order is placed. If an order is for a specific date / present please email or call before placing an order as we cannot always guarantee that product will be in stock, busy times such as Christmas we may not be aware until our supplier send in the delivery, please check first to avoid disappointment.
ORDERS & CANCELLATIONS
When an order is placed for personalised goods it can be cancelled up to the time that goods have been personalised.
Goods Ordered in Specifically for An Individual Customer
Goods ordered specifically for an individual customer cannot be cancelled once the order has been placed no refund will be offered.
If a customer is having their own logo digitized for embroidery we require clear artwork in jpeg format, until this is provided an order can't be put into work, if a bespoke item ordered and made awaiting embroidery no refund will be made on bespoke item, the time of dispatch will be dependent on customer providing the artwork.
Bespoke Horse wear
Product specification can be changed, or products withdraw for sale at any time without notice. Once an order has been placed and goods are in the process of manufacture orders cannot be cancelled, no refund will be offered.
Postage once your order is completed, we offer the following mail services
Tracked and Insured (will require signature) Courier next day is a postal option only, This means once we have processed your order (please see above details) and we dispatch the parcel it will be due to arrive with you on the next working day
If we are experiencing problems with any delivery service booked, we reserve right to use an alternative provider, all goods sent will require a signature on delivery.
Paying by courier or special delivery does not mean your order is dispatched quicker by us this is for postal timing once the goods are dispatched.
Please note all services are quoted as standard circumstances, in times of bad weather none of the above services will guarantee a delivery time except to say parcels will be delivered as soon as possible.
If you would like to contact us, please email [email protected] and include your contact phone number should we need to call you. or Call 01371 831526 if we are unable to answer your call please leave your name and contact number on the answerphone
Images and details on this website are subject to copyright therefore we have no hesitation in taking legal action against anyone coping images from this website.
Equestrian Embroidery Ltd
Company Registration Number: 9054402