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Returns

Shopping online can be tricky. We want you to shop with the peace of mind that items can be returned to us if they are unsuitable. Whether the size is wrong, you change your mind, or decide you just don’t like it, just return any of your items within 14 days of receiving them.

Returns:

We will offer a full refund including basic delivery cost on any item returned to us in original packaging, unused, unsoiled and unworn, within 14 days, for any reason. Alternatively the goods may be exchanged. Refunds or exchanges cannot be made before we receive the returned goods. Returns made after 14 days or soiled goods will not be eligible for refund or exchange. Please pack carefully to avoid damage and don’t forget to enclose the receipt that was sent with your order. Please enclose the appropriate return postage and packing fee with goods returned for exchange. If you have opted for an enhanced delivery service, you will only receive the basic delivery cost back, in accordance with the Consumer Contracts Regulations 2014

  • Please enclose a note in your return detailing the following:
  • Order number if you have it
  • Name
  • Address
  • Contact telephone number
  • Reason for returning the item

    Please package the item securely and despatch the parcel to us ensuring that you obtain a certificate of posting. Please ensure that any manufacturer’s packaging – i.e boot box or cellophane wrapper etc is packed within an outer box or suitable bag. Feel free to reuse our post bag, turned inside out or a plastice bag or strong bin liner. We are unable to accept returned goods if the manufacturer’s packaging (e.g. boot box) has been used as the outer postal packaging because we are then unable to offer the goods for resale to other customers.

    We will check your item as we receive it and if everything is OK, we will issue a refund to your original method of payment and email you a confirmation.

    Please return items to:

    Website Returns, Chobham Rider, 98-100 High Street, Chobham, Surrey, GU24 8LZ. We recommend that you obtain a certificate of postage with adequate insurance from the Post Office if making a return, to enable you to make a claim for any loss or damage, as we are unable to compensate for return parcels that are lost or damaged in transit. We will process your return within 7 days of receipt.

    Special order items:

    Some items are described as special order items. These are not normally held in stock – we may have to order them from the manufacturer and they cannot normally be returned for a refund or credit. We have included these items on our site to provide a full range and bespoke service to our clients. If you have any questions please contact us.

    Riding Hats

    We do not exchange riding hats – we need to know that the hat we are selling you has never been dropped or damaged in any way, and if the hat has left the shop, we cannot be 100% certain of this.  We offer a professional hat fitting service in our shop and would urge you to be professionally fitted for riding hats, even if you have previously bought one, as sizes can change from time to time, and certainly vary between manufacturers.

    Sale Items:

    These items are non returnable.

    Please note, the above policy does not affect your statutory rights.

    Our in store policy:

    In store, we are always happy to exchange goods that are unsuitable, or if customers simply change their mind. We spend time time with customers and advise and serve them. Because we value our time, and hope you do too, we do not offer refunds in our shop, but will exchange or offer a credit note.

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