Returns Information
DELIVERY
We work closely with our couriers to ensure you receive the best possible service and parcels are delivered within the estimated time. In the unlikely event your parcel does not arrive by the estimated delivery date, please contact our customer service team via email stating your order number. We offer free of charge delivery on orders over £50 (UK only, Outlying post codes may not be applicable for free delivery), for Overseas orders, postage charges are calculated on the weight of ordered items and delivery location, therefore charges will vary. Mainland UK delivery timescale is 2-3 working days (excluding bank holidays). For European and Over Seas orders, Please allow 7-14 working days for delivery (excluding bank holidays).
Please be aware, From 1st January 2021 The United Kingdom (UK) is no longer a member of the European Union (EU). If you buy goods from the UK (excluding Northern Ireland) from 1st January 2021 you may incur charges such as duty import and fees. These charges will vary on the value of your order.
RETURNS AND EXCHANGES
You can shop with confidence knowing that our returns policy gives you 30 days from the date your order was received to return or exchange an item bought online with a valid receipt. If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
Items must be unworn and unused, and be in the same condition they were when purchased to enable us to process any refunds or exchanges. Items must be returned in the original packaging and returned with any accessories, swing tags, labels and “free gifts” or bonus items.
To allow us to process your refund or exchange, please submit an enquiry through our contact us form providing your order number and a short description of what the product's issue is and we will endeavour to respond as soon as possible.
Return address:
Coldstream Equestrian
C/O Battle, Hayward & Bower Ltd
Crofton Drive
Lincoln
Lincolnshire
LN3 4NP
Refunds
Once your returned item has been received, we will evaluate the product to see if it qualifies for a refund. Please allow 3-5 days, from the date we receive your item, for this process to be undertaken and concluded. Once a decision has been made, you will be notified of the result via email. If you are successful with your claim, we will endeavour to process your refund as quickly as possible. However, please allow 14 working days for refunds, minus any delivery costs, to appear back on your original payment method.
INCORRECT/FAULTY ITEMS
In the unlikely event that the item you have received is not what you originally ordered, please contact our customer service team via email at info@coldstreamequestrian.co.uk with an image of the received item and your order number. Please allow 3-5 days, from the date we receive your email, for us to process the issue and advise on how to return the product at our expense.
If the product you receive is faulty, please contact our customer service team via email it info@coldstreamequestrian.co.uk with an image of the items fault and your order number. Please allow 3-5 days, from the date we receive your email, for us to process the issue and advise on how to return the product at our expense.
LATE OR MISSING REFUNDS
If you have not received your refund within 14 days of notification, then please contact us at info@coldstreamequestrian.co.uk
