Common queries answered
Frequently asked questions
Orders are dispatched within 24 hours of payment being received.
We try and aim for same day dispatch where possible, however orders placed after 3pm will not be collected by our delivery partner until the following business day.
- Royal Mail Signed For® 2nd Class UK delivery is 2-3 working days
- Royal Mail Signed For® 1st Class UK delivery is 1-2 working days
- DHL Standard UK delivery is 1 – 3 working days
- DHL Express delivery by 12PM the following day of dispatch
- Royal Mail International delivery is 3-7 working days
- FedEx World Express delivery is 1-3 days
Refunds will only be available for any item(s) that are unused, in perfect saleable condition, not damaged and in original packaging within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. Any FREE item(s)/ products supplied as part of the purchase must be returned, otherwise, we may deduct the full list price of the missing item(s) from any refund. We reserve the right to delay or refuse to process items that arrive in an unacceptable condition.
Exchanges will only be available for any item(s) that are unused, in perfect saleable condition, not damaged, and in original packaging within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. We reserve the right to delay or refuse to process item(s) that arrive in an unacceptable condition.
NOTE: Items returned will be at customers expense, we will require a shipping tracking id for proof of customer posting and all item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed. Please complete the Request Product Exchange Or Product Return Form before sending any item(s) to Horse Cleaning.
More more info please see Returns and Exchanges page
Customer addresses can be updated via My Account page then clicking on Addresses.
If you have made an order and your address is incorrect, please contact us ASAP using the email form to do so.
As an order progresses through our warehouse, at each stage you will receive an email notification. When an order has been collected by a delivery partner on this email notification you will be provided the Tracking Number and link to the delivery firms tracking page.
You can also view your order stats by going to My Account page and clicking on Orders.
You can use the details displayed on this page and a member of the team will respond as soon as possible.
You can call, send a message via social media accounts or via email. Email is the recommended method if you have a question regarding an order etc..
Please contact us via the email form ASAP so that your order can be updated by a member of the team.
We ship wordwide, most common locations are supported directly via our checkout page. If you find your location is missing from the drop down list on the checkout page, please contact us with details of your location and our support team will provide a quote for you.
For the most part yes, we package all items into a single box, however, there may be at times that we need to separate shipments if this method is more cost effective to send two smaller boxes than a larger box to your location.
A separate package maybe sent if packing items together may result in damage to other items in the box or the item is coming direct for a partners warehouse (Horse Vacs as an example ship direct from the USA manufacturer).