FAQ
Where are you based?
We are based in Poole in Dorset.
Where can I buy your products?
We are online only however we would like to do trade stands eventually so watch this space!
Do you sell other brands?
No, we only sell our own EQUEENE brand which we have tried and tested and are very proud of.
Do you accept returns and offer refunds?
Yes we do, for further information please see our returns policy. Details can also be found on our page regarding our refunds where applicable.
Do you have specific washing instructions for your products?
Washing and care instructions are provided on all the products.
Please make sure that you follow all the instructions as we cannot offer refunds or exchanges if these instructions have not been followed.
We suggest that you wash your items on a cool 30 degree wash and tumble drying is not recommended for these technical fabrics. Also avoid direct heat ie. ironing as this will affect the silicone grips. It is important to take care of your items to ensure their longevity. We have vigorously tested our items in working and competition conditions. It is important to avoid abrasive items such as Velcro as this may damage the material fibres and result in rubbing and pilling.
Are your products true to size?
We do our best to detail the sizing of our products and feature them on our website on various women to show their fit. In addition please see our sizing chart.
How do I place an order?
- Select the product(s) you would like to purchase on our website.
- Select the colour and size and then click ‘Add to Basket’.
- Select ‘Checkout’ when you have finished shopping.
- You will be asked to enter your shipping and billing details and review your order to ensure it is correct.
- Select ‘Place Order’.
- You will receive an email order confirmation to the email address you have provided. If you do not receive an email please check your junk folder.
- When your order is despatched you will receive an SMS notification from our courier partner.
Can I cancel my order?
Yes, as long as your item(s) hasn’t already been dispatched. Please contact us via email as soon as possible should you wish to cancel your order at info@equeeneequestrian.com
What do I do if there is an error with my order?
Please contact us as soon as possible at info@equeeneequestrian.com with details of the error and we will reply as soon as possible.
How much is postage?
We have worked hard to ensure the best possible delivery methods and all our items are shipped using our trusted courier partner. We offer standard and next day delivery for UK destinations and standard international delivery.
Please see our shipping and delivery page for more information.
Do you ship internationally?
Yes, we ship worldwide, please see our shipping and delivery page for more information.
Do you offer sponsorship to any riders?
If you feel as though you would be a good fit for team EQUEENE then drop us an email or a DM with your information and if we are looking and think you would be suitable then we will be in touch. We love people who are actively promoting our brand, so keep sharing and tagging us in your photos of you in our gear and chances are we may be in touch with you!
Where are your products made?
All our products are British designed and where possible British made, however, in order to obtain the highest performing fabrics we do work with some eco-friendly manufacturers internationally.
Can I buy a gift voucher?
Yes you can! You can select from £10, £25, £50 and £100. Gift vouchers are emailed to the email address you supply. You may then either forward the email onto the gift recipient or print your gift card out. Gift cards are supplied electronically unless you purchase one at a show, in this case we can provide you with a physical gift card.
What is your environment policy?
EQUEENE are very passionate when it comes to environmental issues, we don't believe in fast fashion so all of our products are made with longevity in mind, we also avoid using plastic wherever possible. All our packaging and tags are either recycled, recyclable, biodegradable, compostable or all of the above. For more info see our sustainability policy.
If you have any further questions and cannot find the answers here please do not hesitate to email us
