Ordering & Delivery

Ordering Online

Because we want our customers to have the choice of how they pay online we offer two checkout payment methods:

Paypal - you can choose to pay via Paypal either with your paypal account or Debit/Credit card.  Note, you do not need to have a Paypal account to check out with Paypal.

Payments by Create (WorldPay) - secure fast payment using your Debit or Credit card

Both methods are totally safe and secure for your peace of mind. 

You will receive an email receipt for your payment and an automatically generated Order Confirmation email (if you do not see these confirmation emails in your inbox, please check any spam/junk folders)

 Pay by Post
 
Add your items to your shopping basket as usual.  When you have finished shopping, click on 'Checkout'.  From here, you can select how you wish to pay.  Choose the 'Manual Payment' option.
 
Send your order along with cheque payment to the address stipulated on the website.  Please note, no work will commence on your order until cheque payment has been received and cleared - clearance can take up 7 working days from the date we receive your payment.
 
Ordering by Email
 
Email us with details of the items you wish to purchase including embroidery requirements and/or a clear .jpg or .gif image of logo if applicable.  We will then issue you with an electronic invoice detailing your order which you can print off and return to us with your payment, or alternatively the invoice will allow you to pay securely online using Debit/Credit Card or Paypal Account.

Please Note:  We do not currently take payment over the telephone.

When requesting a quote for a custom logo, please ensure you attach a clean .jpg or .gif image of your logo to allow us to give you an accurate quote.
 
Should you require any further information regarding any aspect of ordering from Raggy Horse Equestrian or you are experiencing payment problems, email info@raggyhorse.co.uk

 Please ensure you have read our Terms and Conditions prior to ordering

 Postage and Packing Costs - Domestic Mainland UK Customers Only

We use two methods of delivery.  All small and medium sized parcels under 2kg are dispatched by Royal Mail First Class postal service.  Parcels weighing in excess of 2kg will be dispatched by courier.

Orders are now being banded according to their weight  and size rather than order value total.  We feel this is a much fairer system and prevents the customer from overpaying for delivery of non-heavy items.

Order Weight Banded Postage Cost

Upto 150gm  £3.20 
 Upto 1kg  £4.95
 Upto 5kg  £7.95
 Over 5kg  £9.95

 Please Note: Postage prices stated above are Domestic Mainland UK charges only.  Shipping to areas of the UK classed as Remote such as 'Scottish Highlands and Islands' may be charged an additional cost once item has been packed. 

We are happy to ship anywhere overseas but please email us prior to ordering for a competitive shipping quote.

 Delivery

For Made to Order or Personalised Items, please allow up to 21 days for dispatch (aim to dispatch within 10 working days*). However, at peak times when demand is exceptionally high, please allow up to 28 days for delivery.

**IMPORTANT** If your item is required for a specific date, please email us first to check that your item will be dispatched in time.  We can not guarantee to adhere to time deadlines made at time of checkout which have not been agreed with us prior to ordering

 If you do not receive your order within this time, please contact us with details of your order, name, address and contact details.  All parcels will be sent to the confirmed Paypal address given unless a different delivery address has been agreed at the time of the order being placed, in which case, the parcel will not be covered for compensation in the event of loss/damage.

Once you have placed an order you will receive an Order Confirmation automatically generated from Paypal. You will also receive a Postage confirmation from Paypal once your item is ready for dispatch. Please ensure you check both your Inbox and Spam folder.

Should you require an estimation** of dispatch date for your item email sales@raggyhorse.co.uk

*Working days are Mon-Fri and do not include Saturday or Sunday

**Where dispatch dates are given, these are estimated only and can be affected by many factors outside of our control.  Please Note: Dispatch Date is not the date the item will be delivered to you but the date the item leaves our premises.

Parcels are dispatched using Royal Mail First Class postal service for small items and courier for everything else.   All orders sent out by courier will be provided with a Tracking Number.


Damaged/Undelivered Goods

 If goods are damaged on arrival or order is not received within specified time, please inform us within 5 working days of receipt or expected delivery date, otherwise no claim will be considered.
 
Where items are dispatched using Royal Mail Postal Service, a 'non-delivery' claim can only be made 15 working days after the expected date of delivery (For Royal Mail First Class items expected delivery date is upto 3 days from date of dispatch).

Returns

A full refund (less postage and packing) will be given on items returned to us within 7 days of delivery date (at customers expense) providing the item is returned unused, unsoiled and in a resaleable condition. 
 
Please notify us prior to returning any item

 **Please note, our returns policy does not include Personalised or Custom Made items (all personalised and embroidered items are custom made) . No refund or exchange will be given for these items, unless they are faulty and not fit for purpose and we then reserve the right to offer an exchange.*
 

Returns made after 7 days of delivery or tampered with or soiled will not be eligible for refund or an exchange.
 
Where goods are sold with hot fix crystals, please note, crystals may not last the lifetime of the item and as such, loss of some crystals is not deemed as a defected item with regards to return/exchange policy.

Exchanging an item

Where an item has been found to be faulty, providing the item is returned to us within 7 days of receipt, we will exchange.

Although there is no restocking fee, all goods exchanged for any reason other than faulted, will incur postal charges again. Please note, Personalised Items can NOT be returned or exchanged (unless faulted)

Always use an under-rug when trying on rugs as soiled goods will not be eligible for return/exchange.
 
If you are unsure about sizing please contact us, we are happy to advise although the final decision lies with you the customer.

When returning goods in accordance with our above returns policy, please ensure all goods are insured against loss and damage as we can not be held responsible for returned goods lost or damaged in transit.

We reserve the right to change prices, colours or withdraw certain items as necessary