FAQs
Q. When will my order be delivered?
A. We aim to ensure that all UK mainland orders which are placed on a Standard Delivery service are delivered 3-5 working after dispatch from us – although it is often much quicker. If you are in the UK and have used our Next Day Delivery service, (for orders received before 1pm) these orders will be received on the next working day.
Q. How do pre-orders work?
A. As part of our continued approach to bring all of our customers the best possible service, we are able to offer you products that have gone out of stock / not due into stock yet as a pre-order. This is a great way of getting on the waiting list for a sought after product and guaranteeing as soon as it is available you have it on it's way to you. Please note though that while the date that we specify as the pre-order due date, is normally very accurate, we have no control over this date as we are relying on the information provided to us by our suppliers. This date is subject to change, and may change more than once. If this happens we will keep you informed to the best of our ability. This date change amendment may not happen until very close to the due in date. Unfortunately, we cannot control this.
Q. How can I track my order?
A. Orders can be easily tracked by logging in to your account on our website, select My Orders and click on Track My Order at the side of the order you wish to track. This will then give you the status of your order. If you need any further help, for example if your parcel has been attempted delivery or returned to the depot please call us on 01494 872882 or email us on info@equineessentialsdirect.co.uk for further assistance.
Q. What do I do if I wish to return an item?
A. Please complete a returns form, which will be sent with your order. Once completed, the item should be packaged securely and returned in its original packaging. When returning the parcel it is advised that you insure it for loss or damage so that you will be compensated should the worse happen. We will not be held liable if the parcel never reaches us. Returns are dealt with within 5 working days of the parcel being received by us. We can provide you with a returns label upon request. The cost for this is £6.95. Please email info@equineessentialsdirect.co.uk to arrange this.
Q. My item was damaged in transit / faulty, what should I do?
A. For any faulty items, whether just received or if a fault has developed over time, do not send your item back just yet, please contact us via email (info@equineessentialsdirect.co.uk) first. We try to resolve damaged / faulty items with images via email in the first instance. If we cannot determine the fault via email images we may need the item back to inspect further. Only send your item(s) back once we have advised you to do so. We will not be liable for postage costs if you return an item to us without our prior agreement, regardless of the item being faulty or not.
Q. Will you collect my parcel?
A. Yes. If it is easier for you we offer a service where we will arrange collection from you at a cost of £6.95 per parcel. To arrange this purchase the “return postage” on our website and complete the returns form as per above. We will then arrange collection for the next working day – if you would like collection to be arranged from an alternative address or on a particular day please make a note in the comments box when purchasing this service.
Q. How can I use gift vouchers purchased instore on the website?
A. You will need to telephone us and use over the phone or use in store. Additionally, vouchers purchased online, need to be printed off if you wish to use instore.
Q. Do I have to sign for my order on delivery?
A. No, you can agree for it to be left without a signature by instructing the courier to do so on their website, follow the tracking link and it will advise you what to do. Once the goods are left, should anything go missing, the goods are then your responsibility, and we, Equine Essentials Direct, are unable to accept any responsibility for your loss.
Q. Can I order from overseas?
A. Yes, please see our Postage Costs page.
Q. Can I collect my order from the store?
A. Yes. We are based at Unit 2, Fairthorpe, Denham Green Lane, Denham, Middlesex, UB9 5LQ. Please select click and collect at check out and this will be reserved for you automatically. We will email you as soon as the product is available in-store (usually 5 days maximum - we will email you if we anticipate that it will be longer).
Q. When is the store open?
A. Our opening hours are 9am - 5pm Tuesday to Saturday and 10am - 4pm on Sunday. Hours are subject to change at short notice, especially around Bank Holidays & Xmas time - please check our Social Media pages as we will update any changes to opening hours there.
Q. How do I know what size to buy?
A. Where possible we have tried to compile size guides or add the manufacturer’s size guide to assist you in purchasing your item. However, we understand that these alone may not be sufficient, so if you have any questions, or queries relating to the products please do not hesitate to contact us by phone on 01494 872882 or by email (info@equineessentialsdirect.co.uk) and one of our friendly Customer Services Representatives will be more than happy to talk you through any question.
Q. I need technical help, where can I find more information?
A. As with the size guides, for technical products that may need a little more help and support we have tried to provide as much information as possible which can be found by following a link on the product page that will assist you further with information. If you still do not find what you are looking for you can contact our friendly Customer Services Team on 01494 872882 or via email info@equineessentialsdirect.co.uk and someone will be available to help as quickly as possible.