Holly Leaf
Extended Christmas Returns

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Free Delivery Over £50*

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Rider Rewards

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Frequently asked questions to help you spend less, ride more...

We are here to offer you the most straight forward, low cost, easy shopping experience so you spend less time shopping with us and more time doing what you love with your horse. 

Here is a list of our most frequently asked questions which may save you a little more time than picking up the phone, simply click on your query to be taken straight to the answer.

 

Ordering Process

How long will it take for my order to arrive?

I need my order for tomorrow

Which couriers do you use?

Why do your prices change for different sizes / colours on the same item?

Do you price match?

Why is delivery outside of Mainland UK more expensive?

After Placing An Order

I have placed my order and have not heard anything from you?

Where is my order?

You said it would be here by now, where is it?

Why is my parcel tracking showing the order has returned to sender?

Returns & Exchanges Process

How do I return an item?

How do I complete the returns form?

How do I create a returns label?

How do I package my return?

Where do I take my return?

How do I exchange an item?

How long do I have to return an item?

What can’t I return?

My item is faulty, what do I do?

My refund is wrong, what do I do?

I returned an item and want to know if you have received it?

I have received the wrong item in my order, how do I get this sorted?

How do I cancel an item/order?

Ordering Process

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 dispatch 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 dispatch your order; we call this our product availability message.  If you are happy with the product availability message on the item, checkout your order, carry on with your day 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

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 an item 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 dispatch 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.



Why do your prices change for different sizes / colours on the same item?

We want our customers to spend less and ride more.  We understand that the day-to-day costs of horses are high so we offer an automatic price match on certain everyday riding essentials.

This means that we check our competitors on Google each day to ensure our prices are fair; we save you the time of trawling Google for the best price so you can ride and enjoy your horse more.

This means that sizes and colours of the same item can vary in price to ensure you are getting the best deal on that item on the day.



Do you price match?

We will happily price match our competitors to give you the best price.

If you see this product elsewhere for a cheaper price, please get in touch with our customer team before ordering and we can match this price.  Please note, we cannot apply price match retrospectively once an order has been placed.

Please note, the following must apply for us to price match:

  • The total price of your order (including delivery) with another retailer is less than our total price
  • The retailer is UK based and has the item in stock for immediate dispatch
  • The product specifics (size / colour / weight) are identical
  • We will not match discount codes for first time customers
  • We will not price match eBay or Amazon sites


Why is delivery outside of Mainland UK more expensive?

Whilst we work hard to keep our delivery costs as low as possible, unfortunately delivery costs charged by our couriers are higher to addresses outside of mainland UK.

We work tirelessly to bring our customers the some of the lowest postage rates.

 


After Placing An Order

I have placed my order and have not heard anything from you?

Unfortunately, some of our emails do fall into your junk/spam/clutter folder – please check these prior to contacting our customer service team.

However, if you have searched high and low, you may have entered your email incorrectly at the checkout.  Please email our customer services team using help@onlineforequine.co.uk and we will amend your email address and reissue your order confirmation.  Please detail:

  • The full name used to place the order
  • The date the order was placed
  • The item/s ordered
  • The billing / delivery postcode


Where is my order?

We don’t like to fill your inbox with unnecessary emails; you will hear from us:

  • When you place your order; we will send you confirmation of what you have ordered and when we expect it will arrive with you based on the product/s availability message/s.  Please check all item details and that your billing and delivery address' are correct.
  • When we ship your order; we will send you a tracking number and confirm the name of the courier so you can track the progress of your delivery.
  • If we have any issues with any items on your order or our expected dispatch timeframes change.
  • Our couriers will also email you with accurate delivery information for your parcel.

If you have not received a dispatch email, your goods have not yet left our warehouse.

If you have received a dispatch email, the quickest way to check the whereabouts of your order is by using the tracking number on the email through the couriers’ tracking portal.



You said it would be here by now, where is it?

If the expected delivery date has elapsed and you haven’t received your goods, we are sorry to have let you down as we know how disappointing it is when things don’t arrive on time.

If you have received tracking but things seem to be a little slower than normal, please allow a few extra days for your order to be delivered (especially during peak times).  If things seem to be stuck in the delivery network and aren’t progressing after a few days, please email our customer services team with your order number using help@onlineforequine.co.uk and we will get in touch with the courier to see if we can push things along or find out the cause of the delay.



Why is my parcel tracking showing the order has returned to sender?

Our couriers attempt to deliver twice before returning items back to us as undelivered.

If your order has been returned to us, we will attempt to contact you to see if there is a reason it was returned.

If we do not hear back from you, we will issue a refund with a deduction for the failed delivery, chargeable at £4.99.



Returns & Exchanges Process

How do I return an item?

We hope that you love your order as much as we do, but if you need to make a return you can do so by following these steps:

1) Complete your returns form

2) Create a returns label

3) Package your return

4) Take it to a Customer Service Point, Post Office, Parcel Postbox or arrange a Collection.

Creating Your Royal Mail Return | Online for Equine



How do I complete the returns form?

To allow us to process your return, please fill out a returns form.  This can be found on the back of your packing slip enclosed with your parcel or you can print a new returns form.  Please ensure you fully complete your returns form, ensuring your name and order number are accurate to avoid any delays with our team processing your return.



How do I create a returns label?

We offer a low cost tacked returns service for your convenience.

Simply head over to our label generator to create your label.

At present, this service is not free but costs £4.99, which we deduct from your refund amount, or process from your original payment method in the case of an exchange.  In the case of Paypal, a request will be sent to the email address for the funds.

Please note your return must meet our size and weight criteria to be eligible for this service (see below for a box and tube); at present, we do not offer a returns service for items over this size / weight; goods over this size must be returned at the customers expense.

Royal Mail Size Restrictions for Returns

Do not panic if you do not have a printer to print your label – once you have created your returns label, Royal Mail will email you a QR code which can be presented at any delivery office. The delivery office will print your label off for you after scanning.



How do I package my return?

We love to find our products a home but if that isn’t with you, please return your order in a resaleable condition so it can find a new home. 

If the product is in a new, unused condition, with all original packaging we are happy to receive your product back. Please use wrapping to protect your products in transit – this can be your original order packaging.

Please do not use tape directly on the product or product packaging as this renders the product unsuitable for resale.  This often happens with footwear so please avoid taping the product box; please see the image below of unsuitable repackaging of goods for return.  Boxes returned in this condition will incur a 10% repackaging fee which is non refundable.

How Not To Package Your Online for Equine Return



Where do I take my return?

Take your return to a Customer Service Point, Post Office, Parcel Postbox or arrange a Collection. 

Find out where your closest Royal Mail drop off point is.



How do I exchange an item?

Please send your items back to us with a completed returns form.

Clearly state the size and colour requirements for your new item.  This can be a totally different item but please ensure the product name matches the one used on our website.

If there is a price difference, we will automatically charge this from the card you used to place your order.  In the case of Paypal, a request will be sent to the email address for the funds.

Please note, all exchange orders accumulate a carriage charge of £4.99 for UK Mainland which must be paid by the customer; if you have processed your order using credit debit card, this charge will automatically be taken using the same payment method. Our accounts team will generate a new invoice which will be sent to you via email; once payment is received, your order will be released for delivery subject to the item’s availability status.



How long do I have to return an item?

You have 30 days from the date your order was delivered or available for collection to return it for a refund. 

We are aware that some customers are purchasing Christmas gifts early this year due to stock shortages and we are extending our returns period inline with this.

Items ordered as Christmas gifts after 1st September 2021 can be returned for an exchange or store credit until January 31st 2022.  If exchanges are unavailable, store credit will be issued in place of returned goods. 

Please note we cannot offer refunds for goods which are returned outside of our standard 30 day return policy.



What can’t I return?

If you have changed your mind and no longer require an item or have just decided it isn’t for you, please ask yourself 'can this be resold as a brand-new item?' 

If the answer is no, please don't return it as it will be rejected and will be returned to you at your expense.  We don’t accept:

  • Used or dirty items - this includes makeup on garments, horsehair on horsewear or mud on footwear
  • Bespoke items - riding helmets made to your exact requirements cannot be returned
  • Personalised items - items embroidered cannot be resold


My item is faulty, what do I do?

We are sorry to hear that you have experienced an issue with one of our products. Please email our customer services team using help@onlineforequine.co.uk.  Please include the following in your email:

  • Your order number and name
  • Details of the fault – location, issue, when it presented
  • Images of the fault
  • Images of the overall condition of the item (if older than 30 days)

Our team aim to respond to all tickets within 2 working days.  Please ensure that you have followed care guides for the product in the case of footwear to ensure the warranty is valid.



My refund is wrong, what do I do?

We're really sorry if we've made a mistake with your refund, we don’t automate refunds so occasionally, we can get things wrong.

Please get in touch with our customer services team using help@onlineforequine.co.uk and we'll try and sort it out for you as soon as possible.  Please include the following in your email:

  • Your order number and name
  • How much you were expecting the refund to be
  • Please check that the deduction isn’t because you used our returns service (this will show as a £4.99 deduction on your refund paperwork)


I returned an order and want to know if you have received it?

The quickest way to check if we have received your item is to track your return using the couriers’ tracking portal.  For our tracked returns service, simply use the tracking portal.

Please note, we quarantine all returned parcels for 2 working days prior to unpacking inline with our Covid safe work policy.

Once unpacked, we aim to process all refunds and exchanges within 2 working days.

If it has been over four working days since we received your return and you have not received an email from us, please get in touch in case there is a problem.



I have received the wrong item in my order, how do I get this sorted?

Whilst our team take great care to ensure that each parcel is packed with precision, occasionally we may get it wrong due to barcoding and picking errors.

If you have received the wrong item, please email our customer services team using help@onlineforequine.co.uk and we will get the situation rectified as promptly as possible.

Please note, we cannot always get the correct item out on the same day due to the products’ availability status but please be assured we will get it out to you as promptly as possible.



How do I cancel an item/order?

If you want to cancel an item from your order or your entire order, please email our customer services team using help@onlineforequine.co.uk and we can action this providing your order has not been dispatched.

Once your order has been dispatched, we can no longer cancel the order and our standard returns procedure must be followed.