Due to the current global situation regarding Coronavirus, here at Horse Direct, 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.
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.
We have relaxed our usual 28-day rule for non-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. Sale items remain with the standard 14-day return policy however if you are having difficulties please email us so we are informed of the situation and can review on a case by case basis.
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. 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.
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.
How to report a fault to Horse Direct
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 a free 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.