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For certain destinations our carrier charges a surcharge {ie, Highland and Islands, Isle of White etc}, in these instances please contact us on 07988 518176 or email shop@elementalequine.co.uk for a quote and the surcharge will be applied to the check out total before shipment. We do ship internationally please contact us for a quotation
DELIVERY OF GOODS
If products are available and in stock, you should receive your order within 7 working days. We will normally email a dispatch note through to your email address on the day the goods leave our offices, which will usually indicate that your goods will be delivered the next working day. If a product is out of stock we will contact you by telephone or email to let you know of an expected delivery date.
When your order is delivered, you will usually be asked to sign for it. Before signing, please try to inspect the contents of the package to check for any damage in transit. If you are unable to do so and notice outer damage to the packaging, please write Outer Package Damaged, Contents Not Checked on the delivery note before signing so that should we wish to, we can secure a claim against the carriers. Please open the package as soon as possible after this to check your order. If you do find your goods are damaged, faulty or incorrect, please ring us on 07988 518176 or email shop@elementalequine.co.uk and we will try to replace your order as quickly as possible. Do not return ‘damaged in transit’ goods to us until asked to do so, but please do keep all paperwork you have received.
ORDER CANCELLATION
Once you have placed your order, you may cancel it within 24 hours by contacting us by telephone on 07988 518176 or email to shop@elementalequine.co.uk. You will receive a full refund of the original purchase price including delivery at the time of ordering. If you wish to cancel beyond this time but before your order has been dispatched, you will be liable to a £5.00 nominal charge for administration, with the exception of made to order items which may not be cancelled after 24 hours. Should you need to cancel a made to order item, please contact us immediately for guidance, although please note it may not be possible to cancel your order but we will endeavour to assist you. Once your order has been dispatched from us, you will not be able to cancel the order but will need to return goods as per our standard Returns Policy.
RETURNS
We sincerely hope you will be happy with all of our products when they arrive but, if for ANY reason, {except in the case of made-to-order items which includes ALL leather saddlery parts and optional personalised / embrodiered items which can only be returned if faulty}, you are not entirely satisfied with them, you may return them to us for a refund or exchange, see Exchanges below. This refund will not include our delivery charge at time of ordering, and you will have to pay the cost of the return delivery to us. In the case of damaged, faulty or incorrect goods, please ring us on 07988 518176 or email shop@elementalequine.co.uk and we will try to replace your order as quickly as possible. Goods returned to us must arrive in perfect condition, unless damaged in transit - worn, used or damaged goods cannot be accepted. In the case of goods which arrived to you damaged please contact us on the day of receipt and retain all packaging in the condition you received it {please see the section on delivery}. Please note that responsibility for goods being returned to us lies with you and we strongly recommend you get proof of postage and enhanced liabilty cover from your preferred postal method should any loss or damage occur.
EXCHANGES
Except in the case of made-to-order items, if when your goods arrive you have changed your mind about your selection, and would like an exchange, you may do so by contacting us by email, letter or telephone, detailing your purchase and your new selection. If there is a price difference between your original and new selections, we will refund the difference if lower or you will be charged the difference if higher. You will have to pay the cost of the return delivery to us, and the delivery cost of sending out your new selection. Please note that responsibility for goods being returned to us lies with you and we strongly recommend you get proof of postage and take any additional liabilty insurance from your preferred postal method should any loss or damage occur. Goods returned to us must arrive in perfect condition - worn, used or damaged goods cannot be accepted. Please use the Returns Address Label included with your order. If this has been mislaid, please address your package to - Elemental Equine, Homelands, Croft Lane, Croft, Skegness, Lincolnshire, PE24 4SJ |
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