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Delivery Details and Returns

Urban Horse Delivery Times -

Urban Horse's opening hours are Monday to Friday 9am to 5pm. Orders placed before 2pm are dispatched the same working day.

We offer 3 x shipping options within the UK which can all be found during the checkout page as follows:

FREE shipping for all orders over £75.00 - orders are usually received up to 7 working days.

£3.95 shipping - orders are usually received up to 3 working days.

£9.95 NEXT WORKING DAY SERVICE

The above shipping methods are mainly sent by Royal Mail Services. And heavier items / multiple orders are always sent via UK Mail / DHL. Any order over £45.00 will normally require a signature as well. Saturday deliveries can be organised if requested.

Urban Horse DO SHIP OVERSEAS. As shipping charges vary per country please email us sales@urbanhorse.com to discuss your equestrian supplies requirements and the various shipping options and costs available.

Urban Horse Delivery Charge Options -

SHIPPING ONLY £3.95 WITHIN THE UK and FREE ON ALL ORDERS OVER £75.00!

All carriage charges are quoted when placing orders online. For more information on our shipping charges or for quotes outside of mainland UK please do not hesitate to contact Urban Horse on sales@urbanhorse.com

UK Mail / DHL are our main parcel couriers. They can deliver from 9am to 5.30pm on working days. Saturday deliveries can be organised if requested. All deliveries require a signature upon delivery. If there is no one to sign for the goods the courier will leave a delivery card with contact details to rearrange a convenient delivery time. If the parcel is not collected and is returned to us we will inform you of this and will charge a duplicate carriage charge to re send the goods.

Please email to sales@urbanhorse.com if you have any questions regarding delivery times and policies

 

Returning Goods -

We believe that you will be delighted with your order but there may be occasions where you feel it necessary to return an item. 

If you wish to return any or all of the items from your order, for any reason, you must notify us within 30 days of receipt of the goods. All goods must be returned to us complete with their original, undamaged packaging, documentation and manuals for a refund within 14 days of notifying us of your intent to return the goods. Please note we do not refund postage for all non warranty returns. Goods are not sold on a trial basis.

You are responsible for the goods until they are restored to us, and must ensure you take reasonable care of them, returning them to us at your expense. If in doubt, please phone or email for advice before returning an item to us. We strongly recommend that all returns are registered and insured when sent as we unable to compensate for lost or damaged parcels. 

Please note we do not offer refunds or exchanges on any Books, DVD's, Supplements or Used / Damaged items (except warranty returns).  

Our return address is Urban Horse, 5 High Beldy, Garrigill, Cumbria, CA9 3DG (Please enclose a copy of our returns slip or invoice within the returned goods)

Once we receive all of the returned items, we will refund your original purchase method and you will be notified by email that this has been done. This is usually done within 3 - 5 days of receiving the returned goods back.

Please note for goods that have been used or where labels have been torn, tags (if applicable) have been removed at no fault to us so overall the value of the goods have been diminished. We will be within our rights to refuse the returned goods and they will be sent back to the customer at their own expense.
 
Faulty Goods - In the unlikely event your ordered goods are faulty please contact Urban Horse by email
sales@urbanhorse.com to inform us. We will endeavour to rectify the situation straightaway and will arrange a replacement, repair or refund depending on the situation once the goods have been returned. We will always work with you and the manufacturer whose warranty is in place to achieve a satisfactory solution to any faults you may have for a period of 12 months after purchase.

Faults / Warranties with hoof boots - Hoof boots are covered for true manufacturing faults such as faulty stitching unravelling. Hoof boots are not covered for horse damage such as being trodden on or caught which will cause gaiters to tear or parts to snap / break. All hoof boots will give way with force / strain put on them as a safety feature so your horse does not injure themselves. Hoof boots can last anything from one ride up to two years plus. Hoof boots will wear out with usage over time and screws / bolts can work loose. You are responsible for fully checking hoof boots before every ride and checking all screws are tight. Horses are very large and powerful animals so can damage hoof boots. We do not offer refunds or exchanges on used / damaged hoof boots. Please contact us by email sales@urbanhorse.com to inform us of any faults before sending the hoof boots back to us. 

Trying on new Hoof Boots – we always advise when trying on new hoof boots to only put them on dry / mud free hooves. Place a towel on the floor and a thin bag over the hoof. You must not allow your horse to walk in any boots you wish to keep as new - they must only be tried on at a standstillAny hoof boots that do not fit can easily be returned as new for an exchange / refund within 30 days of receipt of the goods. We do not offer refunds or exchanges on used / dirty or damaged hoof boots.

 

Non-delivery of Goods -

If we have given you a despatch date for the product you ordered and you have not received it within 14 days of this date, please notify us immediately, so that we can investigate the reasons for the non-delivery. Your statutory rights remain unaffected.

We will not be accountable for any orders not received within 60 days of purchasing.


Complaints

Our sales team aim to provide a high level of customer satisfaction both with our products and the service we offer. If you have a complaint or would like to advise us of proactive ways to increase our high levels of customer service please email sales@urbanhorse.com or write to us at...

 

Urban Horse, 5 High Beldy, Garrigill, Cumbria, CA9 3DG