Returns
Not happy with your purchase? Not a problem... Let's sort it out! We're so happy you chose to shop with us, and we'll do what we can to make it right for you.
Our Returns address is as follows:
Returns - My Breeches, G1a Stephenson, Prestwick Business Park, Prestwick, Newcastle upon Tyne, NE20 9SJ, UK
In order to qualify for a return (exchange or refund), we require the goods to be received back at our offices within 28 days from the date the order was delivered to you. Please note that customised items cannot be returned.
Returns received within 60 days from the date your order was delivered will be issued a credit note. Returns received more than 60 days from the date your order was delivered will not be accepted.
If we messed up your order, firstly we are very sorry this doesn't happen very often! In the unlikely event you've received the wrong item(s), please contact us before taking any other action.
Please note that we do not refund outbound shipping.
All parcels should be sent with a Returns form, which includes an address label you can use for convenience.
UK & US Customers
We now invite our UK and US customers to complete their return via our new portal. Please click here to access this
You are welcome to use another method of return if you prefer. Either way, it is essential that you include your completed returns form so that we can identify the return.
If you are returning for an exchange, we still recommend sending a quick email so that we can reserve or order the necessary items for you to speed up the process.
UK customers - Returns shipping is priced at £4 for refund returns, or free on exchanges.
US customers - Return shipping is priced at $30*, based on a package of no more than 16"x16"x4", weighing no more than 5lbs.
You will need to drop off your package only at an approved DHL drop-off point, you can find your nearest one here
*Please be advised that in order to secure this rate, your return must be packaged as economically as possible. If the package exceeds this size, we reserve the right to deduct or invoice a larger fee.
*The price can also vary based on location - If you live in a remote area please be aware that there may be a surcharge to pay - we strongly recommend checking with us first*
Due to size and weight limitations on the $30 rate, you will not be able to return Eskadron & Veredus items via the portal. If you would like to purchase a DHL return for some larger items like these, please contact us for further assistance.
You are welcome to return in any other way you choose, except with Fedex.
International Customers not using the Returns Portal - important information regarding customers fees
It's best to allow at least 10 working days for your return to arrive back in the UK. We offer a no quibble refund policy on items returned within 14 days of the date of delivery, as we understand delays can happen.
We strongly recommend using the address label from the bottom of your returns form. If you do not have an address label from your returns form to use, then please refer to the address above, but replace the first line of address with the following 'RETURN - no commercial value, My Breeches Ltd.'
Please also mark on any documentation that the parcel is a return and make sure the word RETURN is clearly visible on the package. It may also be beneficial to write 'Returning to sender'.
All the above helps the parcel to make it's way more quickly through UK customs, so your return is processed faster!
If this information is not included your return will get held up and there may be a customs duty fee, the balance of which will be deducted from your refund. If possible we will try to appeal this charge for you, however; please be advised that we cannot guarantee a successful claim. Unfortunately this is out of our control! But totally avoidable if you follow our steps.
It’s always best to retain your tracking information as we cannot expect responsibility for returned items lost in transit.
Please DO NOT return your order using FEDEX. Returns sent in this way will not be accepted. Thank you for your cooperation.
If you need any help or advice at any time you can always reach out to us and we will let you know what to do. Please click here to contact us.
Returns sent without including a returns form or your details and preference for a refund or exchange, are unable to be processed - so please give us all the information we need!
Here are the facts about returns:
We can only accept returns on items which are new, have never been used (except tried on obviously!) and have their original tags attached.
Horse bits can only be returned if they have not been in the horse's mouth. If they have, we cannot accept returns for reasons of health and safety.
A minimum cleaning fee of 5% of the price of the item/ items will be applied to any returns which arrive in a non-saleable condition. In severe cases, if items are extremely dirty or appear washed or worn the return will be rejected.
You can request to cancel your order at any time before it has been dispatched. We will try our best to honour your request, but please bear in mind this may not always be possible.
Exchanges
If you would like an exchange, it's always best to let us know the item(s) you'd like to swap to as soon as possible, so that we can reserve these for you.
Requested items will be held at our offices for 30 days from the date of request before being made available for general sale.
Please note we do not offer free returns.
Once we have received your return back in store, we will process it as soon as possible and refund or exchange as you requested. You will receive an email confirmation once this is complete.
Typically when we process a refund for any reason, it can take up to around 7 business days to post to your account. You can usually see this credit on your bank statement within 10 business days of the refund being issued. If you're having trouble locating the credits portion on your statement to confirm if the credit is there, you might want to give your bank or credit card issuer a call. If you paid with Paypal and are expecting a refund, you will receive an email from them. You can also check your Paypal account for more info.
As always, if you have any questions we are on hand to help.