DELIVERY

PLEASE NOTE: This is a signatory service meaning a signature is required at the time of delivery, however due to the Corona Virus the courier may opt to take a photo instead. If there is no-one available to receive the parcel, the courier will leave a calling card and either attempt delivery on another day or, if Parcelforce, leave it at your local Post Office/Depot for collection. If possible the courier may leave the parcel in a safe place advising the same on the calling card. If you leave instruction for the parcel to be left in a safe place, it will only be left at the couriers discretion. If it goes missing you would not be covered for the loss.  
 
It is important to take care when adding the correct shipping address. If the goods are returned to the warehouse due to impossible delivery, there will be a charge of £18.00 incurred. If you have any queries, please contact us at info@thebighorseshop.co.uk or by phone on 01254 279666.
 
Orders placed before 1pm Monday – Friday will be dispatched the same day. Orders placed after 1pm Monday – Thursday will be dispatched the following day and orders placed after 1pm on Fridays will be dispatched the following Monday. 
 
Once your parcel has been despatched you will receive an email notification of this, along with a web linked tracking number, please be sure to check your inbox and spam folder. The courier will also send an email/text giving you a delivery date and a 2-4 hour delivery time slot.
 

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. 

CHARGES

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.  

UK MAINLAND 

  • 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

SCOTTISH HIGHLANDS

  • 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

      OFFSHORE ISLANDS

      • IM, TR21-25, PO30-PO41  

      All parcels up to 30kgs - Hermes £15.00, 3 - 5 working days.

      CHANNEL ISLANDS

      • GY, JE
      All parcels up to 30kgs - Parcelforce £19.50, 3 - 5 working days

        NORTHERN IRELAND 

        • BT

        All Parcel up to 30kgs - Hermes £19.50  3 - 5 working days

         

        RETURNS & REFUNDS

        GUARANTEE

        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 info@thebighorseshop.co.uk or telephone 01254 279666 prior to returning.

        RETURNS

        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.

        REFUNDS

        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.

        EXCHANGES

        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.

        DOWNLOAD RETURN FORM HERE