Shipping and Returns
Returns Policy
EQUEENE hope's that you are happy with your purchased items.
Customer satisfaction is high on our priority list and we are happy to exchange or refund your items. We allow 21 days for returned items if more time has elapsed since your purchase unfortunately we are unable to refund or exchange the product.
To be eligible for a refund or exchange the item must be unworn, clean, not soiled with original packaging and tags attached and not worn or washed. For hygiene reasons head wear and any under garments are nonreturnable. A refund will not be possible if the goods are damaged.
Please email your return / exchange request to info@equeeneequestrian.com and include your order number, proof of purchase, reason for return or exchange, and contact information. The team will talk you through the rest of the process.
You are responsible for the shipping/ postage costs of any purchase and it may be worth considering purchasing trackable delivery option.
Shipping costs are non-refundable.
On receipt of your item it will be inspected and we will email you to confirm that we have received your item and whether your refund has been approved or rejected. If a refund is awarded we will advice you and arrange timely transfer of your funds.
We are unable to offer a refund on sale items but are happy to offer you a replacement item of the same monetary value.
Shipping
All orders are processed in-store within 2-3 business days. Please be aware that orders are not shipped or delivered on holidays.
Orders are dispatched Monday-Friday using Royal Mail courier.
Delivery
All customers will receive an email when their order has been shipped.
If any parcels have been damaged on delivery, please notify us immediately (no later than 48 hours after receipt) with full order details. Contact us via info@equeeneequestrian.com
UK
UK Standard Delivery is £3.99 and is sent with Royal Mail Tracked 48 delivery.
UK Express Delivery is £5.99 and is sent with Royal Mail Tracked 24 delivery.
Free UK mainland shipping on all orders over £100
If you are in a rush for your order you can add a message to the comments when checking out or email us at info@equeeneequestrian.com we will do what we can to insure you receive your order in time.
Europe
Postage is £15.00 for all EU orders except Ireland which is £9.95
Your order will be sent by Royal Mail International Tracked Service. A signature may be required when you receive your parcel. Delivery times can vary but your order should be with you no longer than 1 week. If this occurs, please contact us so we can follow up on your order.
Brexit
For customers in the EU orders will now be subject to tax and duty charges which are calculated on order value. Values vary for each country and customers should check with their local tax offices.
Before delivery you will be contacted by customs or your courier and advised how to pay these charges.
If you need to return your order you must ensure that the return parcel is clearly marked "UK Return All Taxes & Duties Paid", if this is not done we will not be able to accept your return.
Rest of the world
Shipping for all countries outside of the EU is £25
Your order will be sent by Royal Mail International Tracked Service. A signature may be required when you receive your parcel. Delivery times can vary but your order should be with you no longer than 2 weeks. If this occurs, please contact us so we can follow up on your order.
