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FAQ

How can I track my order?

Every order that leaves our warehouse should have tracking on and we shall e-mail you each step of the way so that you know where your order is, when the order is shipped out you shall receive an email with a tracking number and a website where you can then follow the parcel once it leaves us.

Am I able to purchase gift cards from the web shop?

Not at this time but this is something we will be putting in place shortly. Contact us for alternatives.

Am I able to combine postage on multiple purchases?

Shipping should automatically combine if you pay for all the items in one checkout. Items that are purchased and paid for separately carry separate delivery charges and cannot be combined.

What is the delivery time?

Please refer to our shipping information page

What size should order?

Please see our size guide page, this provides all different sizes on different products, if you are still unsure please feel free to contact us.

I have just ordered in the web shop, what happens now?

You shall receive a confirmation email to confirm your full order. You should check the items in your order and make sure your full address is correct. If you see any discrepancies at this stage, you should contact us immediately. Once the order has moved through into processing, we will begin to process, pick, pack and then finally post your order. Depending on the item, this process can take 5-14 days.

How do I make an order on the web shop?

1. First you will need to find the products you would like to order. Use the navigation to navigate into the right category.

2. Once you are in the right category, you can click on the product you like to arrive to the product page.

3. On the product page you are presented with the following product details: Product Name, Product Description, Product Price and Product Pictures, Product Colour. You will also find a link to a size guide on the product page. Choose your preferred colour and size and click add to cart.

4. Once you click on add to cart, there is a mini pop up telling you what you have added to cart. On the mini pop up you can also choose if you want to continue shopping or go to checkout. If you want to buy more products, click on "Continue Shopping". If you want to checkout and buy the product(s), click on "Checkout".

5. In the checkout you have to fill in your name, address and your preferred payment method and shipping method. Once these are correctly filled in, click on the "Confirm" button at the bottom of the page. You have now completed your order, and you will see an order confirmation and receive an order confirmation email.

How can I unsubscribe from the email newsletter?

In each newsletter there shall be an “UNSUBSCRIBE” link at the bottom, click this link to unsubscribe from the newsletter. You shall receive one final e-mail to confirm your subscription. Alternatively you can click here and this shall take you to newsletter subscriptions page, simply uncheck the newsletter/s you don't want to be part of and click save

There is a problem with the item I have received what do I do?

Please refer to our returns page

I returned the products I ordered from you, how and when shall the refund get back to me?

Please refer to our returns page

What payment methods are we able to use?

We accept payment by all major credit cards and debit cards through our payment provider – SagePay. We also accept PayPal. If you’d prefer to place your order over the phone please call us on 01924 480294

Do you have a store that we are able to come look around?

Unfortunately we don't have a physical store that you are able to look around, but we do have a warehouse where you are able to pick up your goods purchased.

Can i place my order over the phone with you?

You can place orders over the phone. Please call our customer services team on 01924 480294. We accept payments through our phone payment service provided by SagePay using all major credit or debit cards.

Unfortunately, due to the fact we operate out of a warehouse, to accommodate for health and safety regulations we do not allow any customers to browse our stock however we do have a trade counter available for the collection of orders.

I haven’t received my order, where is it?

We suggest that you keep an eye on the tracking information that is provided to you as this shall give you the most accurate information on where your parcel is. If this doesn’t help you then please feel free to phone us on 01924 480294 and our customer services team will help you as much as they can.

Can I add to my order?

You can add to your order if your order has not gone to be processed for despatch. If you wish to do this, you must call us immediately so we can take an extra payment from your card.

Can you combine orders?

We cannot combine orders into one order as they have individual order numbers. We may be able to give you some discount on postage if we can send your parcels together in one shipment.

Can I change my delivery address?

It is your responsibility to provide us with the correct address at checkout. You should then check your transactional emails from us to ensure you have provided the correct address. If you see an error or wish to change your address, it is important that you act on this immediately as once orders have left our warehouse it is very difficult for us to change the address, if at all. The best way to ensure that your address is changed before dispatch is to call us on 01924 480294 (+44 1924 480294 for International Customers).

Can I deliver items from the same order to different addresses?

You must place separate orders for items going to different addresses.

Can I get a VAT receipt?

Please email us using using the contact page for a copy of your VAT invoice.

Can I have a refund for the VAT on my order?

All prices for goods and services supplied by Equestrian Performance at the checkout represent the total amount inclusive of VAT payable at the current rate. This total is the amount payable by the customer, regardless of the address of delivery. For deliveries within the European Union (EU), the total amount stated includes VAT at the current rate. Although this price is the same for deliveries that are made outside of the EU where VAT or the equivalent may not be applicable, customers are not entitled to any refund or discount to account for differences in tax treatment. Such orders will pay the same price for the item as a customer placing an order for delivery to the EU.

I have a large riding school/livery yard and would like to buy in bulk for my yard, can I get a discount?

As a livery yard/riding school owner you will be able to apply for discounts with us. We understand your need to purchase in bulk and we have created a special discount for different tiers of monthly spend. You will need to send us all your details including your business information to prove that you own a genuine business and also include your expected monthly spend. We will get back to you if your application for a trade discount is successful. You can use your discount code right away and we will monitor your monthly spend to ensure that you are keeping up with maintaining your discount code. Please apply by using using the contact page.

Do you offer trade accounts in the UK or Internationally?

We don’t really run trade accounts right now but we are definitely keen to work with other businesses. We understand your need to purchase in bulk and we have created a special discount for different tiers of monthly spend. You will need to send us all your details including your business information to prove that you own a genuine business and also include your expected monthly spend. We will get back to you if your application for a trade discount is successful. You can use your discount code right away and we will monitor your monthly spend to ensure that you are keeping up with maintaining your discount code. Please apply by using using the contact page

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For International large trade orders, you will need to arrange collection of the goods via your chosen carrier or shipment forwarder and this can be done by emailing using the contact page.

Do you store my card details?

We do not store anyones card details, we use SagePay for payments over the telephone and also online. Online and telephone transactions use a high level SSL encryption technology and you can be sure that we do not share any information with any other companies and cannot access your card details once payment is confirmed. As we do not store your details, we cannot take any further payments from your card. If you wish to pay any extra funds to us such as to add to your order or pay additional shipping, we will need to take your card details from you again.

When am I charged?

You will be charged immediately when you confirm your order.

I am having technical issues with the website, where can I get help?

If you are having technical problems with the website, then please feel free to contact our I.T department via email: ashley@equestrianperformance.co.uk

I missed an opportunity to use a discount code, can I get a refund of the discount on my order?

Unfortunately we cannot be held liable for missed opportunities to use discount codes on orders. If discount codes are not used on the basket in the checkout page of our website, discounts will not be refunded on your order after the order has been processed, under any circumstances.