Due to the current global situation regarding Coronavirus, here at Houghton Country, we have made some changes to our working practice. We want to keep you updated with what we are doing, some changes you won’t notice, others you might. We are implementing all changes to protect our staff, couriers and customers and hope that we can do our bit to keep everyone safe and well.
We are processing and dispatching orders as usual with DPD and Royal Mail. Our picking, packing and dispatch team is working to ensure there is a minimal delay in processing orders as possible, currently, we are dispatching same day up until 3 pm.
Click & Collect - we aim to pick these items ASAP usually within an hour of the order coming in during working hours, you will be sent an email which says your order is ready for collection.
As part of our efforts to protect our staff, our customer care team has been reduced, we take social distancing very seriously and with normal staffing levels, this would not be possible in our office. It may take more time than usual for our team to respond to you via email and the phone may ring for longer. Please be patient, we will endeavour to help you with your query.
Our couriers DPD and Royal Mail are working tirelessly to process parcels through their systems, we do apologise if delivery times vary from the norm but your parcels will be with you as quickly as they can be.
Royal Mail has also reduced some tracking services to speed up the transit of parcels, please do not be alarmed if tracking numbers don’t appear to work.
Royal Mail is also not taking calls regarding items that are not medical/essential items, we are unable to assist with lost parcels with Royal Mail over the phone. For lost or undelivered items, please be aware that once a claim for an undelivered parcel has been put in by us to Royal Mail and DPD they require 28 days to try to resolve. Again, please be as patient as you can in this difficult time.
European delivery is suspended as we update our dispatching systems to cope with the extra requirements after Brexit. We are working to see this service return as soon as possible.
We have relaxed our usual 28-day rule for items purchased since March 2020, as part of this we ask that if you are returning an item that you send us an email within 28 days of purchase to make us aware that you are intending to return. Please note where the outer packaging is not present and labels and tape have been attached directly to the item (product boxes should be covered by a bag) we will charge a 20% fee for damage made to the product's packaging so be careful not to throw boxes/packaging away until you are satisfied with the item.
We are processing returned items as quickly as we can however this may be slower than usual due to our reduced staffing. Please be patient.
As part of our terms and conditions, you are responsible for the cost of the postage to return to us. We do not charge extra postage for an exchange item to be posted back to you unless it is a second exchange. You can use any method you wish to return the item to us. As postage can be expensive especially on heavier items we offer two returns label options which may be cheaper especially for large or heavy items.
Check before the purchase of a DPD Label that there is a drop-off point close to you that it open.
Please be aware Royal Mail labels are not sent via an automated system a member of the customer care team must create and send them to you. As the office is closed over the weekend, returns labels purchased after 5pm Friday may not be sent to you until Monday after 9am. They are processed as quickly as possible. The label, once processed, will be emailed by Royal Mail to the email address provided on the order with all instructions for printing the label.
We are continuously in discussion with our suppliers to ensure that we can resolve issues as quickly as possible. However, some of our suppliers are closed or running reduced staff so it may take longer than normal to resolve. We are doing all we can. Please be aware that some suppliers are under different COVID rules/lockdown which can make them slower than usual to respond. Please be aware due to Brexit/COVID suppliers are experiencing difficulties in getting goods into the UK and this is causing delays with replacements.
How to report a fault to Houghton Country
Please contact us via email with your order reference number (this starts WEB) it is found at the top of your invoice or on your email confirmation. Attach clear images of any fault, include a description of the fault in your email and please include any supplier codes on the garment or item. These will be sent to our supplier for their reply.
Please do not throw the item away - Be aware that some suppliers require the faulty item to be destroyed to an unusable state with images showing this. If you do not feel comfortable destroying the item then we will arrange returns label for the item to be sent back to us and destroy it for you.
Other suppliers require the item to be sent back to us for collection or direct to them so they can examine the fault and use the information gathered to improve their quality control and manufacturing methods, returns labels will be sent to you once this has been agreed.
As a business which provides essentials for horses, dogs and other animals to our local customers we have been deemed an essential stop and will remain open throughout lockdown to allow you to purchase essential items such as feed and medical supplies to ensure the continued health of your animal.
We ask that while visiting our store you wear a face covering and sanitise your hands at the station by the store doors and only visit for essential items.
We ask all customers to please social distance and discourage all customers from touching items they do not intend to purchase to minimise contact. We are encouraging card payments at the till rather than handling cash.
We have reduced our store opening hours temporarily.
We are currently open:
Monday – Saturday: 9am - 5pm
We have expanded the horse feed and bedding items on our website to better reflect the products we usually have in stock. You can buy feed and bedding on the website via click & collect.
We ask that you load your own car and if you use a trolley to bring it back to the doors. We are cleaning all our trolley’s every time they are used.
If you do not feel comfortable entering the store, please come to the shop doors. We will ask for your order number, we may ask to see your email order confirmation and proof of ID. Our staff will bring your order to you.
Why can’t we deliver your feed/bedding?
Unfortunately, due to weight restrictions with our couriers, we are unable to deliver feed. Therefore, it is only available to purchase instore or collect in-store during opening hours.
We are aware that the reduced opening hours may impact some of our customers please get in touch with us and we will try to find a solution for you.
What about hat and body protector fittings?
July 19th 2021 - To protect our staff we have decided that we are not offering a fitting service however we are able to offer advice from a safe distance. We can offer you the opportunity to try up to 3 hats or body protectors.
All customers must wear a mask while trying these items.
If you require a safety item please measure yourself at home, all hat and body protector brands have size guides and fitting guides on their websites if not on our site. It is not possible for our staff to maintain social distancing when fitting these items however our staff can advise from a safe distance.
Please come to store with a clear idea of the hat or body protector you are interested in purchasing and the size you require and please check that the size is available on our website before travelling. We do not have extra stock on the shop floor.
Many safety equipment manufacturers have had their factories closed during lockdown or are working with a reduced staff we are awaiting deliveries to return to normal stock levels however there are many delays and are currently waiting 12+ weeks for some items. Our website is stock controlled so what you see online is what we have in store.
Please be aware the waiting times for some riding hats and body protectors is 6-8 weeks. Personalised riding hats can take up to 8 weeks. Please be aware that as the rules and guidelines change manufactures must change their processes and therefore there may be some added delays.
If you require a replacement hat, like for like, we encourage you to check the website to ensure the style and size is in stock. This item can then be purchased online or in-store.