Holly Leaf
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Delivery

How long will it take for my order to arrive?

We want to be crystal clear when it comes to managing your expectations; our website is stock managed to show you what items are available for immediate despatch and those which are externally warehouse and therefore, will take a little longer to arrive with you.

Simply find your item, make your product selections and a message will pop up telling you how long it will take us to despatch your order; we call this our product availability message.  If you are happy with the product availability message on the item, checkout your order, go to the stables and leave your order to our team.

If you have lots of items in your basket, please use the longest product availability message to work out when your order will arrive.  We care about our environmental impact, so we don't split ship orders unless you get in touch to request that we do so.  We will let you know on your order confirmation when we expect your order will arrive with you.

Whilst we do our best to meet the handling times stated in the product availability message, occasionally we can experience some delays in the delivery network.  At these times, a team member will email you to keep you updated on the progress of your order.

If you do require an order urgently, please contact us before ordering to ensure we can accommodate your requirements as we hate to be party poopers!

 

I need my order for tomorrow

If you need an item next day, please check the following:

·         It is earlier than 1pm (if it is later than this please get in touch before ordering)

·         It is a weekday (weekdays are Monday - Friday)

·         All items on your order show a product availability message of "Immediate Dispatch"

·         You have selected DPD 24 as your delivery option during checkout

·         Delivery is the next working day (please note Saturday and Sunday are not considered working days and if you require a Saturday delivery there will be an additional charge)

If you are unsure, please call our team and we will do what we can to help you get your order promptly. 

 

Which couriers do you use?

Before choosing a courier, please make sure you are happy with the product availability message as these handling times apply before we ship your order.  If it doesn’t show “Immediate Dispatch”, it will not leave us on the same day you have placed the order.

We use DPD and Royal Mail for most of our deliveries.  Some large items may come with other trusted 3rd party couriers.

Our Royal Mail economy service is usually delivered in two - three days.  You will receive a text message and an email confirming the day of delivery; Royal Mail provide a four hour time window for delivery.

DPD is delivered next day from point of despatch for UK mainland addresses or in two working days for Scottish Highlands, Islands, Northern Ireland, and Irish addresses.  You will receive a text message and an email confirming the day and an hour time window for delivery.

 

UK Delivery

We offer a free economy Royal Mail Tracked 48 to UK mainland when you spend over £50; there is a £4.99 charge if you do not meet this order value.

For customers requiring a faster delivery service with a one hour window for delivery, we offer DPD 24 to UK Mainland at a cost of £5.99. Please note this is a size and weight restricted service of maximum weight 30kg and maximum length cannot exceed 100cm.

Please note, any items over 1.2m in length may take longer to arrive due to courier size restrictions. Items in excess of 1m in length cannot be shipped outside of UK Mainland.

 

Scottish Highlands & Islands Delivery

We offer a free economy Royal Mail Tracked 48 service when you spend over £50; there is a £4.99 charge if you do not meet this order value.

Please note this is a size and weight restricted service of maximum weight 2kg and maximum length cannot exceed 61cm.

For orders which exceed the restrictions for our economy service, we offer a DPD 2 day service at a cost of £11.99; orders over £250 are carriage free. Please note this is a size and weight restricted service of maximum weight 30kg and maximum length cannot exceed 100cm.

Please help us by selecting the most appropriate service for your order. The economy service is suitable for small items such as bits, leatherwork, headcollars, grooming items etc. For larger products such as rugs, buckets or bulkier supplements, please select the DPD 2 day service. This will prevent unnecessary delays with your order.

Items in excess of 1m in length cannot be shipped to Scottish Islands or Highlands.

 

Isles of Scilly & Isle Of Man

We offer a free economy Royal Mail Tracked 48 service when you spend over £50; there is a £4.99 charge if you do not meet this order value. Please note this is a size and weight restricted service of maximum weight 2kg and maximum length cannot exceed 61cm.

For orders which exceed the restrictions for our economy service, we offer a DPD 2 day service at a cost of £11.99; orders over £250 are carriage free. Please note this is a size and weight restricted service of maximum weight 30kg and maximum length cannot exceed 100cm.

Please help us by selecting the most appropriate service for your order. The economy service is suitable for small items such as bits, leatherwork, headcollars, grooming items etc. For larger products such as rugs, buckets or bulkier supplements, please select the DPD 2 day service. This will prevent unnecessary delays with your order.

Items in excess of 1m in length cannot be shipped to Isles of Scilly or the Isle of Man.

 

Ireland

We offer a DPD 2 day service at a cost of £11.99; orders over £250 are carriage free. Please note this is a size and weight restricted service of maximum weight 30kg and maximum length cannot exceed 100cm.

Please note, our website will remove VAT from your order and you will be liable for VAT and customs duties at the point of import into Ireland.

Items in excess of 1m in length cannot be shipped to Ireland.

 

Jersey & Guernsey

Please ensure you change your country to Jersey or Guernsey at the checkout to remove VAT from your order.  We cannot do this retrospectively. 

We offer a free economy Royal Mail Tracked 48 service when you spend over £50; there is a £4.99 charge if you do not meet this order value. Please note this is a size and weight restricted service of maximum weight 2kg and maximum length cannot exceed 61cm.

For orders which exceed the restrictions for our economy service, we offer a DPD 2 day service at a cost of £14.99; orders over £250 are carriage free. Please note this is a size and weight restricted service of maximum weight 30kg and maximum length cannot exceed 100cm.

Please help us by selecting the most appropriate service for your order. The economy service is suitable for small items such as bits, leatherwork, headcollars, grooming items etc. For larger products such as rugs, buckets or bulkier supplements, please select the DPD 2 day service. This will prevent unnecessary delays with your order.

Items in excess of 1m in length cannot be shipped to Jersey & Guernsey.

 

Europe Delivery

Please ensure you change your country to your EU country at the checkout to remove VAT from your order.

We offer a DPD road service at a cost of £24.99; our Europe road service takes approximately 2-5 working days from point of despatch to arrive with you. Please note this is a size and weight restricted service of maximum weight 10kg and maximum length cannot exceed 100cm.

Please help us by ordering items within these restrictions; this will prevent unnecessary delays with your order.

Items in excess of 1m in length, liquids, aerosols and gels cannot be shipped into Europe.

Please explore the import regulations of your delivery country prior to ordering as import duties and taxes may apply which are the customers' responsibility.
 

 

International Delivery

Please ensure you change your country to your rest of the world country at the checkout to remove VAT from your order.

We offer an economy Royal Mail International service at a cost of £24.99; please note this is a size and weight restricted service of maximum weight 2kg and maximum length cannot exceed 61cm. 

If you believe your order will exceed 2kg, please select the Economy International Service for £59.99.  Please note this is a size and weight restricted service of weight from 2kg - 4kg and the maximum length cannot exceed 61cm.

Please help us by ordering items within these restrictions; this will prevent unnecessary delays with your order.

If your order exceeds these restrictions, please be aware that there will be additional charges incurred which will be invoiced separately once your order is packed, weighed and an accurate carriage cost calculated.

Items in excess of 1m in length, liquids, aerosols and gels cannot be shipped internationally and will automatically be cancelled from your order and refunded.

Please explore the import regulations of your delivery country prior to ordering as import duties and taxes may apply which are the customers' responsibility.

 

 

You want to change your delivery address of time

Should you wish to postpone your delivery or change the delivery address, please notify our team via help@onlineforequine.co.uk as soon as possible to allow us to amend your order.

If goods have already been despatched, we cannot amend your details and our standard returns policy will need to be followed to receive a refund.

 

If the property is empty when our courier attempts to deliver

If you are not available to take the delivery, you may request an alternative date when our couriers send you a delivery window.

Should you request your delivery is left in a secure location, please state this to our customer care team and they will inform the courier. Please be aware that goods will not be insured if they are left without a signature upon your request.

 

Failed delivery

Our couriers will attempt to deliver your goods three times.

Upon the first attempt, a driver will leave a calling card / send a SMS / send an email with details of when the redelivery will take place. If you are unavailable to take delivery on the stated day, it is your responsibility to notify the courier directly. After three attempts, goods will automatically be returned to the depot where you will have seven days to arrange collection.


Should you arrange to collect the delivery from your local depot, it is your responsibility to collect within a seven day period; after this time frame goods will be returned to Online for Equine Limited and upon receipt, the value of your order (minus outgoing postage, packaging and return carriage) will be credited to you.

Reimbursement will be sought from the customer should this total exceed the original order value.