If you need any help with your delivery, please just contact us.
All our parcels are sent with tracking information, this will be sent to you automatically after your parcel has been dispatched. If you can't find this email, please check your junk/spam folder.
We are currently dispatching all orders as normal with no major delays. If you are looking for more information on how Cornavirus (COVID-19) may effect your order, please check our Updates page here.
CLICK HERE TO VIEW CHRISTMAS DELIVERY INFORMATION
- Free for all orders! Most orders are sent via tracked Royal Mail 48 service, however some larger orders may be sent via courier if necessary.
- Next Day Delivery (£6.50) is available on stock items only. If your order is eligible for this, the option will appear at checkout. Orders must be placed before 3pm UK time and will be sent with Royal Mail. Does not include weekends.
Standard Worldwide Delivery
- £10 for most items (which is approximately €11 or $13 USD)
- £20 for orders containing larger/heavier items such as Eskadron saddle pads.
Delivery time for both the above options takes around 10 working days from dispatch depending on the destination country.
EXPRESS Worldwide delivery is available at checkout. Delivery time will depend on your order items and destination country but often around 3 working days (please be advised that due to the COVID-19 pandemic, we cannot guarantee 3 business days for all territories at the current time). Orders placed with this option will be sent with courier via express option and dispatched as soon as possible.
Please note: Where Express Worldwide Delivery is selected but some or all items need to be ordered in from Germany (this will be stated at the point items are added to your basket, we also recommend that you consult item descriptions), you may need to allow up to 10 days for your order to come into stock. We will always endeavour to dispatch Express orders as soon as possible.
As equestrians, we know that sometimes life gets a little crazy. If you have a special request like needing your order in a hurry, or wanting it delivered to a hotel, competition or anywhere really on a certain day, that is no problem! Just contact us and we will do our best to help.
All our deliveries are sent tracked and recorded with insurance. Once your parcel has been dispatched, you will be sent the tracking information. In the rare case your parcel goes missing, please note we must wait 30 working days from dispatch to contact Royal Mail for further information, this timeframe is set entirely at the discretion of Royal Mail and regrettably we cannot change it. If your parcel was sent with DHL Express, we may be able to request investigation sooner depending on the circumstances.
Pleased be advised that Royal Mail aims to conclude all domestic claims for missing items within 30 business days, and all international claims within 90 days. Unfortunately, we have no control over this timeframe so we ask for your patience and cooperation whilst they investigate. We're on your side! And we will update you as soon as we are able.
Please note whilst many items are held in stock for immediate delivery, a lot of our items are also ordered in from Germany. This means that for UK orders delivery can take up to 2 weeks, for the rest of the world please allow 3 - 4 weeks. If this is the case, it will say so in the item description.
Disclaimer: Regarding customs fees, please be advised that these are issued entirely at the discretion of, and are payable to the relevant international customs authority. We do not have any control over this process.
If you would like your parcel to be sent express or with a courier, this can easily be done at an extra cost. Please contact us.
We want to help ensure all your parcels arrive safely! Regarding parcels being left in 'safe places' or with neighbours, please be advised that Royal Mail operate on an opt-out basis. If you expressly do not wish for your parcel to be handed to anyone but you, then please click here to complete the necessary form. This will apply to all deliveries being sent using Royal Mail, not just those coming from us.
In the event your parcel is showing as delivered in the tracking information, but you have not taken receipt of it, please follow these steps:
1) We respectfully ask that you double check with your neighbours, any safe places, in and around the property and with again with any fellow tenants, family members and staff who have access to the property. 99% of the time this is how missing parcels turn up, and we want to help you find your order as quickly as possible! We also recommend checking your mailboxes if applicable.
2) In the event the parcel has still not turned up. It will likely yield a much quicker and more favourable result if you are able to get in contact with your local delivery driver and/ or post office. We ask that you try to do this wherever possible, as they may be able to to help you locate the parcel more quickly than initiating a formal investigation.
3) We're sorry if you've completed the above steps and your parcel has still not turned up. If this is the case, please click here get in touch and we can submit a claim to Royal Mail on your behalf. If the claim is successful, then we will be able to offer you a replacement for your order (which may mean similar items if the exact same items are not available).
Please be advised that Royal Mail aim to conclude all domestic claims within 30 business days, and international claims within 90 days. Regrettably we can neither expedite this time frame, nor guarantee a successful result. During the investigation, depending on their findings Royal Mail will likely reach out to you for your testimony that the parcel was not received, this will be either via post or email, the sooner you provide them with the necessary information, the sooner they should be able to conclude their claim.