Please ensure you use an accessible email address and/or a suitable contact number with your order to allow communication from ourselves or our delivery companies if required. Please check your inbox (as well as Spam / Junk) for communications, order confirmations can sometimes appear there.
We endeavour to post out your goods the same day they are ordered; however, in busy periods this can take a little longer. Please note couriers do not collect on Saturday's, Sunday's or Bank Holiday's so your parcel will be shipped on the next working day. On occasion we may post out items from the same order separately; this is performed at our discretion and at no additional carriage charge to you.
Postage costs are detailed below; we reserve the right to amend these costs for large or bulky items both within the UK and overseas. If there are to be additional charges you will be contacted by a member of staff by telephone or email to discuss the options. Please email or phone us before placing your order if you are concerned about this.
We partner with two companies to deliver within the UK. Smaller items are posted with Royal Mail and usually take 2-5 days from point of order to arrive. Please note this can take longer during busy periods up to a maximum of 14 days. The length of time taken to deliver by Royal Mail is beyond our control. Large, heavy or multiple items are delivered by DPD - Please note - As of 23rd March 2020 DPD is no longer offering the collection from your local store service. You will also no longer be able to change the destination of a parcel once it has been dispatched. Please use an address suitable for your goods to get to you. We use a 24-hour service as standard and if you are unable to receive your parcel a card will be posted through your letterbox or a text/email will be sent to advise on redelivery. We highly recommend a contact number for the courier to call if the driver requires additional information/directions.
January 2021 - European delivery is currently not available due to problems at UK ports and software changes due to Brexit requirements.
We partner with two companies for international delivery. The majority of European orders are dispatched using DPD Classic. Delivery takes approximately 2-4 days to Western Europe and 4-5 days to Eastern Europe.
Some European orders and Worldwide orders are sent using alternative couriers that will be detailed to you on dispatch. Delivery times vary but are usually within 4-6 days. Please note all delivery times are approximate and delivery may be made sooner or later than quoted.
Please note for overseas orders delivery may be subject to import tax. Any charges for customs must be paid by you, we have no control over these and do not know what they may be as customs policies vary from country to country. Contact your local customs officer for full details and regulations.
If you have any questions regarding this Delivery Policy please email firstname.lastname@example.org. This Delivery Policy forms part of our Terms and Conditions; if you do not agree with our Delivery Policy then please do not purchase from our site. Please note that some products listed on our website are unable to be shipped overseas.
Please check the condition of your parcel on delivery prior to signing for acceptance. In the event that goods are incorrect, missing or damaged on arrival please specify against your signature and inform us immediately, within 3 working days, otherwise, no claim can be considered. Refunds or exchanges are made in accordance with the Consumer Protection (Distance Selling) Regulations. Under this regulation, you have 28 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). This does not affect your statutory rights.
The following is a quick guide to our returns policy:
If you wish to return an item after these periods you must seek authorisation in writing by email.
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.
Please note if an item(s) is returned in an unsaleable condition meaning dirty, clearly used or damaged (not a warranty issue e.g. a bit with chew marks) we will contact you to either return the item to you or charge you a cleaning fee.
Horse Feed Returns - We will not accept or refund returned horse feed online or in our store. Horse feed must be carefully stored to ensure quality and while we are in control of the temperature of our feed room we can not be assured that goods have been stored appropriately away from our store and therefore would not be able to sell the returned feed, it would have to be destroyed.
How do I return an item?
Once you are satisfied you are returning an item within the terms of our Returns Policy please fill in the form enclosed with your parcel or provide a covering letter with your full details including name, address, order number, contact number and whether you require an exchange or refund and send the item(s) back to us at the address at the below.
You must make your own arrangements to return goods to us and all postage costs are to be covered by you unless the goods are deemed faulty. We can provide a Royal Mail Postage Label at a cost of £3.95 (size restrictions apply) or a DPD Postage Label at a cost of £8.95. IMPORTANT INFORMATION DPD: Please note - As of July 2020 DPD has only 75% of their "drop off shop" services available if you need to return an item(s) via DPD and your local "drop off shop" is not open please send an email to our team (email@example.com) and we will be in touch with you. You may find these options are the cheapest way to send your items back, you can click the links or please call us on 01661 853110 to purchase. We recommend that you obtain proof of postage as Houghton Country cannot be held responsible for any items lost during transit back to us. Customers requiring an exchange within the UK will not be charged for the replacement item to be sent out once we have received the original item back. If the sizing is still incorrect and a further exchange is required standard carriage charges will apply. We regret that for international customers there will be carriage charges on all items to be exchanged. We also reserve the right to charge a re-stocking fee on International orders outside of the EU of up to 20%.
If you have any concerns regarding returning an item to us please email firstname.lastname@example.org.
Heddon on the Wall
Goods returned under complaint will not be accepted unless clean and dry. Health & Safety Act 1972. This includes item bought in our store.
This Returns Policy forms part of our Terms and Conditions; if you do not agree with our Returns Policy then please do not purchase from our site.