How soon will by order be dispatched?
We try and send everything within 24 hours of the order being placed. So long as your order is received before 3pm it will usually leave on the same day
What courier company do you use?
We partner with both Royal Mail and DPD for deliveries. Most smaller items go with Royal Mail Tracked 48 whilst larger items go with DPD.
Can you tell me what day and time i'll receive my order?
Once your order is dispatched you'll receive an email from us advising how the order was sent and what your tracking number is. If you order was sent with DPD they will either email or text you a delivery date and time, as well as information on how to reschedule the delivery if it is not convenient. We're unable to provide a delivery time slot for items sent with Royal Mail.
My parcel hasn't arrived, what do I do?
If you've received an email advising your parcel has been dispatched from us but it hasn't arrived yet the best thing to do is check the tracking number for the parcel. If there's no information available or the tracking doesn't make sense then drop us an email at firstname.lastname@example.org or phone us on 01661 853110 and we'll try and get to the bottom of it. Please make sure you have your order reference to hand. Please note we cannot investigate Royal Mail Parcels until 14 working days after dispatch.
I paid for Next Day Delivery on Friday, why hasn't my parcel arrived today (Saturday)?
Orders placed with Next Day Delivery on a friday are sent using a 24 hour service, but deliveries can only be made on working days (Monday-Friday). Orders placed with Next Day Delivery on a Friday will therefore arrive the following monday.
Is there a cut off time for Next Day Delivery orders?
Yes, the cut off time is 3pm for Next Day Delivery. We try to dispatch orders placed after 3pm same day but we cannot guarantee anything after this cut off time. Your item will still be posted using a 24 hour service if placed after 2pm but same day dispatch cannot be promised.
Can I get my order on a Saturday?
Orders sent with Royal Mail may arrive on a Saturday as part of their standard posting rounds. DPD only deliver on a Saturday if Saturday service is requested. Guaranteed Saturday delivery is £9.50 and can be selected in the checkout screen.
Do you post to America?
Yes, we're happy to post overseas to Europe, America and beyond. Standard postage to America is £25 but larger items may cost more to post. If this is the case we will notify you by email. Please note you may be subject to customs charges that must be covered by yourself. If the item needs to be returned to us you are liable to cover return postage costs.
There's something I need that I can't find on your website, can you get it?
Yes! We often have items available that aren't online yet so if there's something you're looking for just drop us an email on email@example.com and we'll let you know if it's available. If we don't carry the item in stock we may be able to order it for you so just get in touch and we'll quote you a price and timescale.
I bought something at a show, can I return it?
As a rule we don't accept items back from shows, but if it's really no good please get in touch (firstname.lastname@example.org) and we'll see what we can do. If we do accept it back we must see a receipt and you need to cover the cost of postage back to us.
I'm confused about what size I need, can you help?
Of course! If you can't find sizing information or would like advice on how an item fits simply get in touch by phone or email and we'd be delighted to help.
I bought a present in November for Christmas but it's no good, can I return it?
Yes, we have an extended returns period for Christmas presents until 14th January. Items must be unused and in their original condition with tags attached
Why does my bank statement say Houghton Country Ltd?
Horse Direct is a trading name for Houghton Country Ltd, if you paid by debit or credit card it will show on your bank statement as Houghton Country Ltd. If you paid by Paypal it will display Horse Direct.