Welcome to EquiGlow Shop’s FAQ section, where we answer your most common questions about our premium equestrian products and services. As fellow horse enthusiasts, we’ve designed this guide with the same care we put into selecting our riding essentials.

Product Questions

Q: What types of equestrian products do you specialise in?
A: We focus on high-quality horse care essentials including protective gear (boots, bandages, breastplates), riding accessories (bridles, bits), stable equipment, and wellness products (calming supplements, digestion aids). Our range combines competition-ready performance with everyday stable management solutions.
Q: How do I choose the right size for brushing boots or fly masks?
A: Each product page includes detailed sizing charts with measurements. For brushing boots, measure your horse’s leg circumference at the relevant point. For fly masks, measure from cheekbone to cheekbone across the forehead. Our product specialists (who use these items with their own horses) are happy to advise at [email protected].
Q: Are your supplements suitable for all breeds?
A: Our calming and digestion supplements are formulated for adult horses of various breeds. However, we recommend consulting your vet before introducing new supplements, especially for ponies, foals, or horses with specific health conditions.

Ordering & Account

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure global transactions. All payments are processed through encrypted systems for your protection.
Q: How can I track my order?
A: Once dispatched, you’ll receive a tracking number via email. For DHL/FedEx shipments, use their tracking portals. EMS shipments can be tracked through your local postal service. Our team can also assist with tracking updates.
Q: Can I modify my order after placing it?
A: We process orders quickly to ensure timely delivery. If you need to modify an order, please email [email protected] immediately with your order number. Changes can only be made if the order hasn’t entered processing.

Shipping & Delivery

Q: What are my shipping options to [country]?
A: We offer two reliable services:
– Standard Shipping (£12.95): 10-15 day delivery via DHL/FedEx with tracking
– Free Shipping (orders over £50): 15-25 day delivery via EMS
Some remote areas may have restrictions – contact us for specific location advice.
Q: Why does international delivery take longer?
A: While we dispatch within 1-2 working days, international shipments require customs clearance which can add processing time. We select the most efficient carriers for each destination to minimise delays while keeping costs reasonable for our global customers.
Q: Are there any import fees?
A: Some countries impose customs duties or VAT on international packages. These are the responsibility of the recipient. We recommend checking your local regulations – our team can provide commercial invoice details if needed for customs.

Returns & Exchanges

Q: What’s your return policy?
A: We offer a 15-day return window from delivery receipt. Items must be unused, in original packaging with tags attached. Contact [email protected] to initiate returns. Please note:
– Return shipping is at customer’s expense
– Refunds exclude original shipping costs
– Special order items may be non-returnable
Q: What if my item arrives damaged?
A: Despite our equestrian-savvy packaging, if damage occurs, please email photos of the damaged item and packaging to [email protected] within 48 hours of delivery. We’ll arrange replacement or refund immediately.
Q: Can I exchange an item for a different size?
A: Yes! We’re happy to assist with size exchanges where stock permits. Contact us within 15 days of receipt, and we’ll guide you through the process. Standard return shipping fees apply.

Still Have Questions?

Our customer service team comprises actual equestrians who use these products themselves. We understand the importance of getting the right gear when you need it.

Contact us at:
Email: [email protected]
Postal Address: 58 The Moor, Sheffield, GB S6R 5ST

From our stable to yours – happy riding!