FAQ

Our priority contact which we have teams monitoring Monday to Friday 09:00 to 15:00 is admin@horzehoods.com

Watsap: +447823 510 472

Cheshire office: +44161 480 7333


We do recommend email for the fastest response.

We do have staff monitoring social media, but email is prioritised.

Our UK warehouse operates Monday to Friday and ships with a cut of point of 2.30pm daily.

Our UK warehouse will ship same day despatch by the method you have chosen at checkout. If you want next day delivery this is only available to UK residents. Orders received after 2.30 on a weekday will be despatched the following working day.

We offer Tracked 24/48 and also DPD Next Day Delivery.

We ship worldwide and have several options at checkout from slower low cost services to speedy couriers.

The only time our UK warehouse would not ship an order within the time scale above is if you have ordered a clearly advertised preorder product. Preorder products are clearly marked as such along with expected arrival dates into the warehouse. You can find out more about preorders here.

You can find out more in-depth info on our Shipping here.

Our UK warehouse ships daily to all International Countries. We do advise customers to navigate to the bottom of the website and select their own currency before browsing products.

All International orders may be subject to tax and duty charges which are issued by each Country and not Horzehoods. Horzehoods have no control over what each Country charge. We do offer free shipping to European Countries on orders over £150 and free USA shipping on orders over £250.

We recommend reading here our in depth European and Brexit information on charges.

All orders made are made in line with EU distance selling laws and we as a company are fully compliant with rules in place to protect both ourselves and you the customer.

From the day of receiving your order you have 14 days to notify us of your intent to return for refund or exchange and 14 days from notification to return your purchase. Your purchase must be unworn, new with swing tags attached and in original packaging making it resaleable condition. This gives you up to 28 days from receiving for a refund or exchange. Upon our returns team receiving your item(s) our accounts team will then refund within 14 days of receiving the item(s) back via the original method paid. If your return is not received back in the condition it was sent you will receive further email instructions from our returns team. It is imperative no items are returned soiled (under the 1974 Health & Safety Act)

**Any items clearly described as seconds and/or defects are not eligible for any returns/refunds/exchanges.

You will find the returns form on the back of your order sheet enclosed within your parcel.

You can read more in depth terms and conditions here

10 days after you made your order you will receive an email with a review request. For filling this out you will receive a 10% discount code of your next order.

We encourage our website reviews so customers can add in photographs and sizing info on themselves and their horse to help future shoppers select the correct sizes.

We also love to see photographs and reviews on social media Facebook, Instagram tags and Google.

Thank you for taking the time to review your purchases.

We are UK based. We run 2 seasonal bespoke design collections a year within our HH Unique Equestrian Range. The two collections are SS (Spring & Summer) and AW (Autumn/Winter).

SS usually launches April/May
AW usually launches October/November

Aside from our season collections we have constant new surprise and staple drops throughout the year; some being limited edition. If you tend to miss out on stock in our store we do recommend joining our mailing list.

We recommend signing up to newsletters here so you do not miss out on latest arrivals, new staple drops and new collections.

We keep our returns for refunds and exchanges hassle free.

The customer is responsible for returning the item to us but our UK warehouse will pay the return postage to send your newly exchanged item back out.

All return details are on the overleaf of your order sheet. If you have misplaced this do not worry, a note with your name and order number should be sufficient.

Horzehoods Returns
Unit 2
Jones Court
Jones Square

SK1 4LJ

Our manufacturing teams are premium factories and carry out rigorous quality control checks. All products are then put through a further quality control survey once they are received into our UK warehouse to ensure customers never receive damaged items.

However we appreciate items may have been missed on rare occasions or damaged in transit.

If you have opened your parcel to find a damaged order please email the team immediately via admin@horzehoods.com along with photographs and descriptions. Our team will then arrange a free returns label to have the purchase back for inspection.

We are unable to offer a warranty over a faulty received product if it is not reported immediately within 24 hours of receipt and the suggested faulty item must be unused with all original packaging and tags.

All products manufactured by Horzehoods are designed and tested rigorously before being launched. As a brand all Horzehoods manufacturing is by premium eco friendly factories with ethical practices. As a brand we have invested in the very best threads, textiles and machines possible to ensure products hold up to sufficient wear and tear.

Within the equestrian industry general wear and tear will occur eventually depending on how much a rider chooses to repeat wash and wear items.

If you feel a product received is defective it would likely be defective upon being taken out of the packaging. If you feel there is an issue with the seams themselves such as loose threads and your product was purchased less then 3 months ago please email admin@horzehoods.com immediately. If you report a product as defective and fail to return within 7 days it will invalidate your warranty. You must not carry on wearing a product you think is defective.

Within the equestrian field of both horse & rider accidents are sadly common, we are unable to be held liable for any damages made to products by the product wearer(s) such as rips, holes, pulls, velcro snags etc.

We will be happy to review any products for errors on our end that are within 'faulty/loose threads and seams'. admin@horzehoods.com

We have an in house textile specialist to ensure a defect or product not withstanding general wear and tear does not happen.

We have full size guides and charts on our size guide page here

However we appreciate size guides can become confusing when there are such a vast array of product choices.

We have staff that can help and guide you, please email admin@horzehoods.com or watsap: +44782351047 If for your horse please send breed, height and rug size along with a photo. If for yourself you are welcome to send us your information. All our sizes and conversions are in 'dress size' not 'jeans waist size'. Use your dress size to convert if shopping overseas.

You will find all conversions for international sizes on our size guide page lined above.

We are a reputable established award winning British brand. As a business we invest in the highest software available and only use the best industry leading terminal payment portals. Card gateways come with the highest security and your card details after checking out are not stored or shown to us as a business. We are fully compliant in GDPR and take storing your information seriously. You are welcome to request removal of your information at any time. Requests to be sent to admin@horzehoods.com

We do offer several reputable buy now pay later options:

PayPal Credit
Clearpay
Klarna

We recommend when using any of the above and registering with these providers you fully read the terms and conditions to ensure you benefit from the interest free credit options.

Whilst it is rare for us to receive a complaint we completely understand there may be scenarios which cause need to complain.

We prefer a complaint to be in writing along with a description of what the complaint is about, this helps ensure we get you to the right team. This should be on email to admin@horzehoods.com

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