Shipping, Returns & Cancellations
At Upton Equestrian we offer FREE Standard Delivery for UK mainland ONLY which will take 3-7 business days.
If your order status says 'Unfulfilled', this means your order has not yet been dispatched. You will receive a confirmation email from us when your order has been sent to you, if we think delivery may take longer we will email you as soon as possible.
All parcels are delivered by Royal Mail or equivalent. If you require Next Day delivery please do send us an email at firstname.lastname@example.org and we will do our best to assist you.
If you give us an incorrect or incomplete address, or our courier returns your parcel to us because you don't collect it after they leave a card with you, we will unfortunately have to charge you to send the item out to you a second time, this charge may vary according to the weight and value of your order.
At Upton Equestrian we understand that sometimes you may need to cancel your order after you’ve placed it or reduce the quantity of an item you’ve ordered, you can do this by dropping us an email to email@example.com however as we process our orders as soon as they are placed, you may not catch your order in time as we will already have started to process it. If we have started to do this, this means that you simply need to follow our Return Process instead, i.e. wait until it is delivered to you and then return the unwanted items to us, please see our 'Returns Policy' below.
HOW TO CHANGE YOUR ORDER
If you would like to add an additional product or increase the quantity of a product on your order, you will need to place a new order.
If you want to change the delivery address, remove or reduce the quantity of a product on your order, please email firstname.lastname@example.org and quote your name, order number and the date you placed your order to help us find your details quickly, we will endeavour to help you correct your order however this may not be possible if your order has already been processed.
Some of the items we offer, such as riding hats, are designated as 'Special Items' because they are custom made and / or made to order. Orders for items such as these cannot be amended or cancelled unless you notify us that you wish to do so within 24 hours of placing your order. Furthermore, these items cannot be returned or refunded either. If you have any questions, please contact us at email@example.com.
RETURNS AND EXCHANGES POLICY
If you need to return an item that you’ve ordered, either for a refund or exchange. We’re happy to exchange or refund providing the following conditions are met:
The item is in perfect condition, complete with its original packaging and this packaging is undamaged.
You return the item within 30 days (UK Only)
You enclose a completed returns form, giving a reason why your item is being returned.
If the item you’re returning to us does not meet all the conditions above, we will not give you a refund. Furthermore, we may have to send your item back to you, for which we’ll charge you the cost of postage.
Your return is your responsibility until it reaches us. So please do ensure it’s packed up properly and can’t get damaged on the way. To avoid loss, you may wish to use a tracking service for your return.
For UK customers, we do not charge packing and postage for delivery of a first exchange. However, we do ask for payment of the packing and postage cost for subsequent exchanges. This charge will vary according to the value and weight of your item(s).
If you’re returning an item to us that’s damaged, faulty or not the correct item then we will refund the cost of your return postage up to the value of £4.99. If your faulty item is likely to cost more than this to return then please email us at firstname.lastname@example.org so we can make arrangements to collect the item from you.
For a refund, you should expect to receive payment into your account within 14 working days of us receiving them.
Non-returnable and non-refundable items
Some items, such as underwear and riding hats, are non-returnable and non-refundable. This is for health & safety and hygiene reasons. We specify on such products that they're non-returnable & non-refundable.
Riding hats. A riding hat is an important piece of safety equipment. Because of this, we expect you to have already been fitted by a qualified hat fitter and to know your size. Furthermore, a hat that has been dropped should not be worn again, even if there appears to be no damage to the hat. For this reason, all riding hats on our website are non-returnable and non-refundable.
Body protectors. A body protector is an important piece of safety equipment. Because of this, we expect you to have already been fitted by a qualified fitter and to know your size. For this reason, all body protectors on our website are non-returnable and non-refundable.
Underwear. For hygiene reasons, all underwear on our website is non-returnable and non-refundable.
HOW YOUR REFUND WILL BE ISSUED
Once we’ve established that the Return meets the conditions above, we will refund the credit, debit card or PayPal account of the person who originally placed and paid for the order if you have requested a refund in writing within 14 working days of receipt, we will refund the price you purchased your item at - this includes sale items that you return as well, we aim to issue refunds within 14 working days of us receiving them.
MISSING, INCOMPLETE OR DAMAGED ITEMS IN YOUR ORDER
If your order has not arrived, find there is something missing or is damaged, please email us at email@example.com .