Refund policy

Cancellation requests - You can request to cancel your order at any time before it has been dispatched. We'll try out best to accommodate this, but please be advised that we do not guarantee cancellation will be possible.

Return Shipping - UK Returns labels are priced at £4, international returns labels are available on request priced at £25/$30USD*

*Please be advised this price is for items which arrive in a mailing bag not a box and have been packed economically. Because DHL bills us on volumetric weight, we reserve the right to deduct additional fees if larger than necessary returns packages are sent. 

You have 28 days to return any item to us for a full refund or exchange. 28 days applies from the date you received the item (when your package was delivered), not the date you ordered. We know delivery can sometimes take a little longer to reach our customers on the other side of the world and we want to give you all enough time to make sure you love your things.

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.

We can only accept returns on items which are new, have never been used (except tried on obviously!) and have their original tags attached. 

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.

Exemptions

Gift cards - All gift card sales are final. No refunds can be given.

Used Riding helmets - Riding helmets can only be returned if they have been tried on solely for the purpose of checking the size (or style/ fit), and have not been used. For safety reasons, we cannot accept your return if there is evidence the hat has been used. 

Used or tried horse bits - 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.

Custom items - including Flex-on customisable stirrups and Pikeur Luis and Klea Vario jackets cannot be returned.

Special offers - promotions for buy X get Y 25% off for example can only be returned for exchanges or credit notes, not refunds.

Any item which has been used, washed, or marked during the trying on process. 

If we messed up your order, we are very sorry this doesn't happen very often! But we will do everything to make it right. If you didn't get the size or colour that you ordered, we will of course reimburse you for any costs you incur returning the item to us. We will supply you with the correct item as soon as possible. If you are returning an item please fill out your returns form which was included in your package. If you have lost this, it's not a problem. Please just include a short note, or email us and we can advise you! Then head here, for all the info on returning via our DHL portal.

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 5 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.