If you don't receive your parcel by the estimated delivery date you must report this to us within 5 days. Failure to report to us in this timeframe will result in us being unable to claim for any loss and will waiver your right to a replacement order or refund.
PLEASE NOTE: If you have placed an order with some items being 'PREORDER' we will hold back the whole order until the preordered items have arrived into the warehouse.
All items include 20% VAT.
Prices below are based on a gross weight/volume and not the actual weight. Shipping price of parcels that gross more than a weight/volume of 30kgs may cost more.
- Packet up to 2kgs weight/volume - Hermes £4.99, 3 - 5 working days
- Parcel up to 30kgs weight/volume - Hermes / ParcelForce £7.99, 1 - 2 working days
- Orders of £150 and over - Hermes / ParcelForce Free, 1 - 2 working days
- AB31, AB33-38, AB45, AB52-56, FK17-21, HS1-9, IV1-3, IV10-28, IV30-32, IV36, IV40-49, IV51-56, IV99, KA27-28, KW1-17, PA20-49, PA60-78, PA80, PH17-26, PH30-44, PH49-50, ZE1-3
- Hermes £7.99, 3 - 5 working days - ParcelForce £27.00, 2 working days
- IM, TR21-25, PO30-PO41
All parcels up to 30kgs - Hermes £15.00, 3 - 5 working days.
- GY, JE
All Parcel up to 30kgs - Hermes £19.50 3 - 5 working days
RETURNS & REFUNDS
All items on our website with the EXCEPTION of all HORSE BOOTS (TRAVEL, BRUSHING, OVER REACH) OR GOODS SOLD AS IMPERFECT are covered by a 1 year manufacturing guarantee from the date of the invoice. They are not covered for accidental damage, excessive wear, misuse or general wear and tear.
Proof of purchase must be provided, we will not accept any goods that have not been sold directly by us. Goods damaged in your opinion though poor manufacturing or defective materials should be returned for inspection. You should not continue to use the item when damaged. In doing so you will be deemed to have accepted the item in it's damaged state, thus voiding your guarantee.
Postage fees (up to a value of £6.50) for any justified damage will be reimbursed. We recommend using an online courier to process your return.
Please email email@example.com or telephone 01254 279666 prior to returning.
Here at The Big Horse Shop, we pride ourselves in providing excellent customer satisfaction and high-quality products. If however, you aren’t completely satisfied with an item purchased from our website, you may return them to us within 14 days of receiving your order for an exchange, refund or credit note.
PLEASE NOTE: In order to accept your return, items MUST be:
- Returned within 14 days of receiving the order.
- Undamaged and in original condition as they were received.
- Unworn in pristine, clean, unwashed, sellable condition.
- All original tags and labels attached.
- Inside original reusable zip bag or protective plastic packaging.
Returns are at the customers expense and unfortunately can’t be refunded, we recommend using a tracked/signatory service and obtaining a proof of postage.
Returns made after 30 days of receiving the order will NOT be accepted under any circumstances.
We aim to process returns as quickly as possible; should your returned item meet all guidelines listed above; we will process your refund within 7 – 14 working days of receiving your item. Refunds will be made through your original method of payment.
If you have made a return which meets all the guidelines listed above, but you are past the 14 days of receiving your item and within 30 days, you will be eligible for an exchange or credit note only.
We aim to process exchanges as quickly as possible; should your returned item meet all guidelines listed above and the replacement item is in stock, we will process your exchange within 3 - 5 working days of receiving your item.
Exchanges will be shipped to the same delivery address unless stated otherwise.
PLEASE NOTE: Exchanges are subject to an additional shipping charge for your replacement item. We advise contacting us to reserve your exchange to ensure we have your desired item in stock.