We recommend you read all the information about delivery before placing your order.
If you can not find the answer you are looking for, please email us at email@example.com
We use Royal Mail and DPD for our deliveries. The choice of courier depends on the size and weight of your parcel. This will be determined by us when your order has been placed.
Small light parcels are generally dispatched with Royal Mail 48 Hour Tracked service.
Heavy/large parcels will be dispatched with DPD 24 Hour Tracked service.
The delivery service timing, for example 24 hour service/48 hour service, is from the time the parcel is dispatched, NOT the time from when your order is place.
If you would like your parcel delivering with a specific courier, please contact us to see if this is possible.
Delivery costs vary depending on the weight your order, and the area you would like the parcel delivering to. We try to keep postage prices as low as possible and we subsidise the cost. Delivery starts from £3.99 and is capped at £5.99 per box for MOST English, Welsh and Scottish Lowland addresses.
Prices differ for other areas such as Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles. Delivery times will also vary to these areas.
When you place an order, you enter your postcode to get your delivery quote. The quote is based on your delivery area and the weight of the items you have ordered.
We used tracked delivery services for all our parcels. This gives us the ability to check your parcel and make sure it is safely on its way to you. However the main reason for this is that it gives you as much information about when to expect your parcel.
When you place your order please let us know your email address and mobile phone number. We can then pass these to the courier so you can then receive all the tracking information. If you do not provide us with this information, we will be limited on the amount of tracking information we can give you.
Royal Mail:– If your parcel is dispatched with Royal Mail and you have given us your email and mobile number, you will receive tracking information via text and email. We will also send you the tracking number by email ourselves, so you can track the parcel on Royal Mails website HERE
DPD:– If your parcel is dispatched with Royal Mail and you have given us your email and mobile number, you will receive tracking information via text and email. We will also send you the tracking number by email ourselves, so you can track the parcel on DPD’s website HERE
DPD also send you options to change the delivery address if you will not be home, or it is more convenient to have it delivered to your work address etc. If you give DPD new delivery information, this is then your responsibility to make sure you are there to receive the parcel. We accept no responsibility if you miss the parcel or need to change more details. This is then between you and DPD.
Delivery can be made to a chosen ‘Safe Place’. Please leave a note when you place your order letting us know where you would like the parcel to be left.
However, PLEASE BE AWARE that New Equestrian Products CANNOT be held responsible for loss or damage to any items that have been left in a ‘Safe Place’ at your request.
If you have provided us with your mobile number and email address, you will be provided with tracking details from ourselves and the couriers directly.
If you have not provided us with this information, we CANNOT accept any responsibility for a parcel arriving when you aren’t expecting it.
If you are not at home when the courier attempts to delivery your parcel, they will leave you a calling card, or message you to let you know that they have tried to deliver. You can then arrange for redelivery/pick up directly with the courier. It is NOT our responsibility to arrange this for you.
If you do not rearrange delivery, or collect your parcel from the post office/depot (depending on which courier was used), we accept NO responsibility for this. It is up to you to get the parcel.
If your parcel is returned to us due to you not being in, or not collecting the parcel, we will contact you. You will then need to pay again for the parcel sending out to you. If you wish to cancel the order and not have it redelivered, as long as the parcel items have been delivered back to us in perfect ‘salable’ condition, the items will be refunded. However the postage will not be refunded.
We can send order to most countries in Europe. The price depends on the size and weigh tof the parcel. Please contact us for a delivery quote.
Please send us the delivery address and a list of the items you would like to order. This will mean we can give you an accurate quote.
ALL DELIVERY TIMES ARE STATED FROM THE DATE OF DISPATCH, NOT FROM THE DAY YOU PLACE YOUR ORDER. THE DISPATCH TIMING DEPENDS ON WHAT ITEMS YOU HAVE ORDERED. FOR EXAMPLE, HKM ITEMS COME DIRECTLY FROM GERMANY AND CAN TAKE BETWEEN 5-10 WORKING DAYS FOR DELIVERY. MORE DETAILS CAN BE FOUND IN OUR ORDERING INFORMATION SECTION.
From the day your order is dispatched, it will take between 24 hours to 7 days for delivery.
Most deliveries, from the date of dispatch, NOT the date you place your order, take 24-48 hours to arrive. We will confirm this for you when we send your dispatch email.
Deliveries to Scottish Highlands and Islands, Northern Ireland, Isle Of Man etc and Europe, will take between 1-7 days. Again we will confirm delivery timings when we dispatch your order.
If your parcel has not arrived within 3-4 days of receiving your dispatch information. Please contact us ASAP. This will give us more chance of getting information from the courier as to where your parcel is.
You can also use the tracking information provided to contact the couriers directly, or to go online and read the tracking. It may tell you that it has been delayed, or they have attempted delivery and are awaiting your instructions.
Do contact us though as soon as you can so we can help. PLEASE DO NOT LEAVE IT LONGER THEN 3-4 DAYS.