Shipping and Returns
SHIPPING POLICY
All orders are processed in-store within 1-2 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
Delivery options
Evri Tracked - £3.99 - 3-5 day delivery
Royal Mail Tracked 48 - £4.99 - 1-2 day delivery
Royal Mail Tracked 24 - £5.99 - next day delivery.
Free UK mainland shipping on all orders over £75
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
UK Basic Delivery is £4.99 and is sent with Evri 2-3 Day Tracked delivery.
UK Express Delivery is £5.99 and is sent with Royal Mail Tracked 24 delivery.
Europe
Republic of Ireland - Standard International (3-5 working days) £9.95
The rest of Europe - Standard International (3-5 working days) £12.99
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.
Standard International (6-7 working days) Prices are weight dependant and start from £16.50
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.
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 14 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.
SELF SERVE RETURNS
We offer free returns within the 14 day window, simply log in to your account and follow the returns process -
https://shopify.com/58798276770/account
Once your return has been requested, a member of our customer service team will get in touch with you with the next steps.
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, your refund will be processed.
All original shipping costs are non-refundable.
REFUNDS
Once your return is received and inspected your refund will be processed, less any return shipping costs.
If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
EXCHANGES
If you require an exchange, please let our team know what item you would like to receive in the exchange. Shipping for a first exchange will be free of charge, and subsequent exchanges for the same items will be charged at the standard shipping fee.
FAULTY ITEMS
Equeene endeavours to manufacture and sell products of the highest quality, however occasionally there may be a manufacturing defect due to the technical nature of some of the products.
If you believe that your purchase if faulty please email us at info@equeeneequestrian.com with details and photos of the issue, should there be a genuine defect we will refund or exchange the product.
We cannot refund or replace items that have not been used and washed in accordance with our instructions. Items that have been purchased over 6 months ago cannot be refunded or replaced as this is deemed fair wear and tear.
SALE ITEMS
We are unable to offer a refund on final sale / clearance items but are happy to offer you a replacement item of the same monetary value.