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Delivery Details and Returns

Urban Horse Shipping:

Urban Horse's Business hours are Monday to Friday, 9am to 5pm (excluding Bank Holidays).

Next day orders placed before 2pm are dispatched the same working day, bulk / large item orders before 12 midday (subject to availability).

We offer 4 shipping options for most of the UK which you can simply choose at the checkout:

  • FREE shipping available on most orders over £75.00 - orders are usually received within 7 working days.
  • £3.95 standard shipping - orders are usually received within 3 working days.
  • £6.95 DHL 48-hour shipping - orders are usually received within 1 to 2 working days - (Highlands and Islands are sent with Royal Mail 24T service).
  • £9.95 NEXT WORKING DAY SERVICE (We dispatch Friday next day orders with Royal Mail 24 tracked as, on most occasions, they will deliver to residential addresses on Saturdays)

We dispatch the majority of our orders with Royal Mail and larger items / bulk orders, and most next day orders with DHL. 

Some deliveries may need a signature. If there is no one to sign for the goods the courier should leave a delivery card letting you know how to rearrange a convenient re-delivery time.

If a parcel is not collected and is returned to us we will let you know and will charge a duplicate carriage charge to re-send the goods back out to you.

Please email sales@urbanhorse.com if you have any questions regarding shipping. 

 

Overseas Shipping:

We can, and do ship the majority of our goods overseas but as shipping charges can vary please email us in the first instance letting us know what you would like to order, including size, quantity, colour so that we can work out the best shipping cost for you: sales@urbanhorse.com 

  • Sadly we are unable to ship lotions, dietary supplements or electronic goods overseas.
  • NB Sadly our business insurance doesn’t allow us to ship to the USA or Canada.
  • You may be liable for customs charges.


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 10 days of this date, please notify us immediately after the 10 day period, so that we can investigate the reasons for the non-delivery. Your statutory rights remain unaffected. We will not re-issue a repeat order or refund before the 10 day period has completed from sending your original order.  

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


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