Frequently Asked Questions
Q. What are your office hours?
A. Our office is open from 10am to 4pm Monday to Friday, the office is closed at weekends.
Q. How will I know that my order has been received?
A. You will receive a confirmation e-mail.
Q. When will payment be taken for my goods?
A. When your order is ready for dispatch.
Q. Can I change or add to my order?
A. Yes you may add to or change your order providing your order hasn't been dispatched.
Q. Can I cancel my order?
A. Yes you may cancel your order prior to dispatch or up to 7 days after receipt.
Q. When can I expect to receive my order?
A. Most orders are dispatched within 3 working days, you can expect to receive your order in 3/5 working days. We will contact you if an item is out of stock.
Q. What will delivery cost?
A. Delivery cost is based on the weight of your parcel and will be calculated prior to the completion of you order. At Whole Horse we aim to keep the cost of shipping products to our clients as economical as possible, Each of the items has been weighed so that our payment system can calculate Postage and Packing. On each item there is a weight so you can calculate the cost of shipping to you by checking here. Should it occur that shipping has been over estimated this will be amended prior to dispatch. All shipping prices include VAT at 20% where applicable.
Q. Do I have to sign fro my delivery?
A. Yes all deliveries require a signature. You can contact us to request your parcel is left without a signature, however should the parcel go missing we are unable to except any responsibilty for the loss.
Q. Can I have my order delivered to another address?
A. Yes we are happy to delivery your order to an alternative address.
Q. Do you deliver internationally?
A. Yes we deliver orders all over the world.
Q. What's your returns policy?
A. Our returns policy can be found in terms and conditions.
Q. How do I return an item for exchange or refund?
A. Please complete returns form enclosed with in your order. If you no longer have the returns form you can download one from our website.
Q. Is there a time limit on returns?
A. Yes, returns must be sent within 14 days of the arrival of your order.
Q. When will I be credited for returns?
A. We aim to credit all returns within 14 days. It can take a few days for banks to process refunds, credit card companies may take up to 30 days.
Q. Why do you show products that are out of stock?
A. From time to time our suppliers are out of stock of certain styles, colours and sizes, we continue to offer the items to allow you to select them for delivery once further stock arrives.
Q. How do I find out more information about sizing etc.?
A. If you would like advise on sizing or further information on any of our products please give us a call or drop us an email and we will be happy to help.