At EquiGlow Shop, we’re committed to delivering premium equestrian products with the same care and attention we give our horses. Whether you’re preparing for competition or enjoying leisurely rides, we want your shopping experience to be as smooth as your perfect canter.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes tracking and insurance
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Basic tracking included

Note: We currently cannot ship to certain Asian countries and remote regions. Delivery times may vary during peak seasons.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be in their original condition – unworn, unused, and with all tags attached.

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned unless faulty:

  • Bandages & Pads
  • Breastplates
  • Bridle Parts that have been fitted
  • Opened items from Breathing or Calming categories

Simple 3-Step Return Process

Step 1: Request Authorization

Email our customer care team at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer an exchange or refund

Sample Email:

Subject: Return Request – Order #[Your Order Number]

Dear EquiGlow Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Item(s) for return: [Product Name(s)]

Reason: [Please specify]

Preferred resolution: [Refund/Exchange for (specific product if known)]

Please advise next steps.

Best regards,

[Your Full Name] [Your Contact Information]

Step 2: Package & Ship

Once approved, you’ll receive a Return Merchandise Authorization (RMA) number and instructions. Please:

  • Securely package the item(s) in the original packaging
  • Include a copy of your order confirmation
  • Clearly mark the RMA number on the outside of the package
  • Ship to: EquiGlow Shop, 58 The Moor, Sheffield, GB S6R 5ST

Note: Return shipping is at customer’s expense unless the return is due to our error.

Step 3: Receive Resolution

Upon receipt and inspection (typically within 3-5 business days), we’ll process your:

  • Exchange: Your replacement will ship within 2 business days
  • Refund: Issued to your original payment method within 5-10 business days

Refund Details

  • Your refund will be processed via your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original shipping fees are non-refundable (except for faulty items)
  • International customers: Any customs duties/taxes are non-refundable
  • Processing times depend on your financial institution (typically 3-10 business days after we issue the refund)

Exchange Shipping

  • For exchanges to the same value, we’ll cover standard shipping costs
  • For higher-value exchanges, you’ll only pay the difference in product cost plus any upgraded shipping fees

Damaged or Faulty Items

If your equestrian gear arrives damaged or faulty, please contact us immediately with photos of the damage. We’ll arrange a free return and expedited replacement at no cost to you.

Equestrian Peace of Mind

We stand behind our products as firmly as we stand behind our horses. If you have any concerns about your purchase, our knowledgeable team is ready to assist at [email protected].