Frequently Asked Questions
We accept most major credit / debit cards, Paypal and bank transfer. We do not accept American Express, cash or cheque.
No. Payment is required immediately upon ordering.
Promotional codes must be entered at the checkout to redeem the discount stated. Please ensure you have read the terms and conditions for the promotional code to avoid disappointment.
Please contact customer services via email @ firstname.lastname@example.org or via telephone on +44 (0)1254 279666 and we will help you resolve this issue.
Orders placed before 1pm Monday - Friday are processed the same day. Orders placed after this time or on weekends will be processed the following working day. For rest of world orders please allow up to 4 working days for your order to be processed, this is due to your parcel needing to be quoted with the carrier.
Please note: During busy sale periods order processing can take slightly longer.
Yes, once your order has been successful you will receive an order confirmation to your chosen email address.
It depends on where you are. Domestic orders (within the UK) can take 1 - 5 working days depending on the shipping service chosen at the checkout. Overseas orders can take between 3 - 16 working days depending on the delivery country's customs office processing timescale. For more information please see our Delivery Information page.
Yes, we ship worldwide. For more information on shipping charges and timescale please see our Delivery Information page.
Unfortunately due to the efficiency of the order processing team, changes can only be made up until the dispatch cut off time. Once you receive an order fulfilment confirmation email we will be unable to accommodate any further requests for changes.
Unfortunately invoices aren't automatically generated and issued alongside the order confirmation email. If you do require an invoice please state this in the order notes or contact customer services.
Once your order has been dispatched you will receive an order fulfilment confirmation email with your tracking number and carrier information.
Delivery timescales are calculated from the day your order is dispatched. Domestic deliveries (within the UK) can be between 1 - 5 working days. Overseas deliveries can be between 3 - 16 days. For more information please refer to the Delivery Information page.
All orders placed before 1pm Monday - Friday are usually shipped that same day. Orders placed after this time or on weekends are shipped the following working day.
Yes. Zone 1 orders with a value of £150+ qualify for free shipping with a code: FREE SHIPPING. Zone 2 orders with a value of £200+ qualify for free shipping. Please see our Delivery Information page for t&cs.
We ship orders worldwide.
Yes, if you are local to the Blackburn area you can save on shipping and collect your order from our warehouse, this can be selected at the checkout. Please be aware collections are by appointment only and you must contact customer services to book your collection appointment.
You have the right to return any Epic Equestrian product you purchased on our website, www.thebighorseshop.co.uk, within 14 days from receiving your order for a full refund of the items purchased, or within 30 days of your order date for an exchange or credit note only. Please see the Returns & Exchanges page for our full policy, information and requirements.
You can submit a return request via email or telephone. Once your request has been submitted it will be reviewed by customer services and approved should it meet our returns policy. You as the customer are responsible for the cost of your return. All returns must include a returns form enclosed. For more information please see the Returns & Exchanges page.
The Big Horse Shop Ltd, Unit 4 Appleby Business Centre, Eden Street, Blackburn, BB1 3BL.
We don't offer free returns. You as the customer are responsible for the cost of your return.
Yes. You have 30 days from your order date to return an item for an exchange. Exchanges are subject to product availability so we recommend contacting us to reserve the item you require. All exchanges are subject to an additional shipping charge. For more information please refer to the Returns & Exchanges page.
HORSE TURNOUT RUGS
All of our heavy horse turnout rugs and regular horse turnout rugs are available in sizes 5'9 - 7'6
If you usually struggle with horse rugs being tight at the chest & shoulder area, the chest fastenings dig into your horses neck when it is grazing and are finding yourself having to size up to eliminate these problems - our Epic Broad Fit for heavy horses and ponies will be better suited to your horse.
If your horse is a light - medium weight and has a narrow or regular sized chest and neck - our Epic Regular Fit horse rugs will be better suited to your horse.
No. Our horse liner rugs are ONLY compatible with our Epic Classic horse turnout rugs
When choosing the right weight of horse turnout rug you need to consider the following:
- The temperature and weather conditions where your horse is
- The age and condition of your horse
- Whether your horse is fully clipped or has a full winter coat
Horses don't feel the cold like we do and if you have a heavy horse you may find they are sturdier in the colder climate and retain their heat quite well.
We always recommend under-rugging your horse rather than over-rugging, and to gradually increase the weight of your turnout rug rather than jumping to the heaviest weight.
A great place to start during Autumn is an extra lightweight turnout rug such as a No Fill. As the temperature drops a horse turnout rug with a slight bit of filling such as a 40g or 50g is better as this helps prevent condensation on the inside of the horse turnout rug.
Epic Essential is our budget range, but not budget quality. The Epic Essential horse rugs are basic (but not basic), no frills, quality horse rugs at a price to suit everyone's budget.
Epic Classic is our premium range. The Epic Classic horse rugs are created using premium fabrics, finishes and hardware, as well as having a liner system for the horse turnout rugs and horse stable rugs.
We usually say to new customers, if you current horse rug is a good fit in length on your horse, from your horse's chest to its hind, but the chest and shoulder area is too tight - try that same size in our Broad Fit horse rugs for heavy horses.
If you have sized your horse rug up to get more in the chest and shoulder area, and the length of your horse rug is now too long - try the size down in our Broad Fit horse rugs for heavy horses.