VIP TREATMENT
With EVERY order!
Prepare for a Special Delivery with Our Sleek BLACK BOX this Christmas!
ORDERS AND RETURNS
Worry-Free Holiday Shopping with Our Extended Returns Policy
Below are some of are common questions about orders
Orders placed during November and December will have until the 12th of January 2024, or the usual 14 days (whichever is longer) from receipt to return the items to us for a refund or exchange.
We hope that you love your purchase. However, if you have changed your mind, you can return your items within 14 days of purchase, as long as they meet the return requirements below:
- The item is free from any marks and the tags are still attached, intact and the item is in it's original unmarked packaging.
- The item was not purchased longer than 14 days ago.
- Your order slip is included. If you have misplaced this, please include a note with your name and order number so we know who the parcel is from.
- If you are returning from outside the UK, any duties that have incurred on your order will be deducted from your refund. To avoid this, please add a note to the outside of your parcel before that reads "ALL TAX AND DUTY PAID-UK RETURN"
- The customer is responsible for the cost of the return, however if exchanging we will re-ship free of charge.
Only items purchased within the last 14 days (UK) and 40 days (International) are eligible for return.
- Items must have all tags attached. Please do not tamper with the swing tags. If you wish to hide the price due to the item being am gift, please fully remove the tag and keep it safe until you are sure you would
like to keep the product. We will not accept any items where tags have been tampered with. - Items must be unworn and unwashed and in their original bags with any labels intact.
- The customer is responsible for the cost of the return and any returned items are the customers responsibility until they are delivered to us, please make sure to package your items securely so they don’t get lost in transit. We recommend using a tracked or signed service and please also ensure to get proof of postage in case you need to contact us about the return.
- Refunds will be processed within 7-10 days of receiving a return.
- Return costs are non-refundable.
- For hygiene reasons head wear, socks are non-returnable for a refund or an exchange. Please double check sizing before purchasing or contact our team. Contact details can be found on our ‘Contact Us’ page.
- Gift vouchers and E Vouchers are non refundable.
- If you are returning from abroad, any duties that have incurred on your order will be deducted from your refund. To try to avoid this please ensure you state ALL TAX AND DUTIES PAID-UK RETURN along with the return address.
- Refunds can only be processed to the original payment card, if the card has expired or is no longer valid, we advise you contact your card issuer/bank for assistance, they will be able to receive the refund on your behalf.
- If you paid through Klarna/PayPal your refund will be refunded to you via Klarna/PayPal.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
If you wish to return a product from outside of the UK, please contact us via email at info@maystonequestrian.com with your order number and which products you’d wish to return.
This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.
Only items purchased within the last 14 days (UK) and 40 days (International) are eligible for return.
- Items must have all tags attached. Please do not tamper with the swing tags. We will not accept any items where tags have been tampered with.
- Items must be unworn and unwashed and in their original bags with any labels intact.
- The customer is responsible for the cost of the return and any returned items are the customers responsibility until they are delivered to us, please make sure to package your items securely so they don’t get lost in transit. We recommend using a tracked or signed service and please also ensure to get proof of postage in case you need to contact us about the return.
- Refunds will be processed within 7-10 days of receiving a return.
- Return costs are non-refundable.
- For hygiene reasons head wear, socks are non-returnable for a refund or an exchange. Please double check sizing before purchasing or contact our team. Contact details can be found on our ‘Contact Us’ page.
- Gift vouchers and E Vouchers are non refundable.
- If you are returning from abroad, any duties that have incurred on your order will be deducted from your refund. To try to avoid this please ensure you state ALL TAX AND DUTIES PAID-UK RETURN along with the return address.
- Refunds can only be processed to the original payment card, if the card has expired or is no longer valid, we advise you contact your card issuer/bank for assistance, they will be able to receive the refund on your behalf.
- If you paid through Klarna/PayPal your refund will be refunded to you via Klarna/PayPal.
UK Mainland
Free shipping for orders over £100 - shipping DPD Tracked 3-4 day delivery
£3.00 - DPD TRACKED 3-4 working day delivery
£7.50 - DPD Tracked Next working day delivery (if order placed before 1pm)
Please allow a little more time for delivery over bank holidays, during severe weather or peak trading (e.g. Black Friday weekend)
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