FAQ

The following are frequent topics for questions and we hope you will find the answers here to most things about how we run our shop. This summary is for your convenience and does not itself form part of our terms & conditions which you will find on our shop page, Terms & Conditions.

Communication & Contact: We try to reply to all questions and messages at the latest within one working day. Buyers will receive emails to acknowledge their purchase and payment and to notify them of despatch. If possible please include a telephone number with your check out details. We promise not to use this number unless we urgently need to communicate with you and only if we are having difficulty making contact by email. If your item is to be sent by courier we will require a contact telephone number. This is a requirement from the courier and we can not book the delivery without one.

Contact Jane at horseeshop, Buttercross Cottage, Barrow, Rutland LE15 7PE. Tel 01572 811379 9am-5pm, Mon-Fri. International (44) 1572 811379.

email: info@horseeshop.co.uk

Payment: Please pay by Paypal if possible. We also accept credit cards over the phone, 01572 811379. You may pay by cheque or postal order but if you pay by cheque please allow up to 5 days for the cheque to clear before despatch. echeques can take up to 10 days to clear. We would like to receive payment within 5 days of purchase at the latest and if for any reason this is not possible, please get in touch with us.

Multiple Purchases: Purchases over periods of up to 3 days may be combined in to one payment and will qualify for P&P discounts. If this is not long enough, please contact us and we can make special arrangements for you.  Most importantly, if you wish to combine payments please do not pay until you or we have combined them! Any standard P&P discount applies to the UK only and where possible we will try to give you additional P&P discounts over and above our standard discount. For international shipping we will do our best to minimise costs.

Shipping, Despatch & Lost Items: P&P costs and postal/shipping service within the UK are always specified in the listing except for large or unusual items. International shipping costs and service are not always specified and where they are not, please contact us. Despatch is usually within 1 working day of cleared payment. However, for some items this timescale may be longer and if it is, it will be clearly specified in the listing. Insurance is included in P&P except for items over £100 in which case insurance will be agreed and charged to the buyer. We retain proof of postage and track expensive items. We replace the item or refund if a parcel is lost or damaged but we will claim for the loss from the carrier and ask that you kindly help us in this by supplying any information that may be required by the carrier. Please note that we will only replace a lost or damaged item, subject to availability, if it was a new item bought on a fixed of BIN price basis. All auction items and used items will be refunded not replaced.  

Returns: We will exchange an item or refund without question but before returning any item please contact us. As above, we will only replace lost or damaged items, subject to availability, if it was a new item bought on a fixed or BIN price basis. All auction and used items will be refunded not replaced. We respectfully ask that care be taken to return items in good condition so that we may resell them on the same basis we sold them to you. We particularly ask that care is taken when trying items for size and that clothes are carefully folded and packaged for return. You pay postage to return the item unless it is faulty or it was our fault that caused you to return the item. We pay postage to send you replacement items in any circumstances. Please send items you wish to return to horseeshop, Buttercross Cottage, Barrow, Rutland LE15 7PE enclosing a note to say it is from you and confirming whether you are returning the item for a refund or for an exchange, in which case please state what we have agreed to send to you.

Saddles and Saddle Fitting: We specialise in Ideal Designed to Order saddles and Minster Made to Measure pony saddles. A detailed description of the "design" process and our fitting service is included in each listing. We "guarantee" the fit and this guarantee takes the form of you being free to return the saddle for a full refund if we can not achieve a successful fit for you and your horse. If you have any questions about our saddle service, which we offer worldwide, please email info@horseeshop.co.uk or call 01572 811379, international 00 44 1572 811379.

Feedback: We post feedback to you once payment has been received. Please leave feedback for us as soon as possible after receipt of your item(s)because then we know that the transaction is complete and you are happy with your purchase and our service. The most convenient way for you to let us know that everything is fine is via feedback. If ever there is ANYTHING you are not happy about, please TELL US. Problems arise despite everyone's best efforts. We believe it is how they are dealt with that really matters. WE ARE HERE TO HELP and to PUT THINGS RIGHT if we have tripped up. Please call 01572 811379 9am-5pm Mon-Fri or email info@horseeshop.co.uk anytime. We are dedicated to providing you with excellent, personal service.

Newsletters: You can Sign up for Shop Newsletter by clicking on these words at the top right hand corner of our shop front page or clicking on Favourites List within our item listings. Our current newsletter informs you of SPECIAL OFFERS and NEW PRODUCTS. Sign up to receive our newsletter and we promise to make it worth receiving or we won't send it at all!