Global Shipping Information
We proudly serve a global community of riders, from dedicated competitors to passionate leisure riders and families. Please note, we are unable to ship to certain parts of Asia and select remote regions.
Order Processing & Delivery Timelines
- Order Processing: All orders are carefully prepared and dispatched within 1-2 business days.
- Shipping Methods & Delivery Times:
- Standard Shipping (£12.95): Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after dispatch.
- Free Shipping: Available on orders over £50, shipped via EMS. Delivery typically occurs within 15-25 business days after dispatch.
You will receive a tracking notification via email once your order is on its way.
Our Rider-Focused Returns & Exchanges Promise
We understand that finding the right fit, style, or product for you and your horse is paramount. If your purchase isn’t quite right, our straightforward process is here to help.
Key Policy Summary
- Return Window: 15 days from the date you receive your item.
- Condition: Items must be in original, unworn, unwashed, and saleable condition with all tags and original packaging intact.
- Proof of Purchase: A valid order number is required.
Step-by-Step Return & Exchange Process
Step 1: Initiate Your Request
Within 15 days of delivery, please contact our rider-led customer service team at [email protected]. Use the template provided at the bottom of this page to ensure we have all necessary details for a swift resolution.
Step 2: Receive Your RMA & Instructions
We will email you a Return Merchandise Authorisation (RMA) number and detailed instructions on where to send your package. Returns sent without an RMA number cannot be processed.
Step 3: Pack & Ship Your Return
Securely pack the item(s) with all original packaging and include a copy of your order confirmation. Ship the package to the address provided. We strongly recommend using a trackable shipping service for your peace of mind.
Step 4: Inspection & Completion
Once received at our warehouse, our team will inspect the item(s). We will notify you via email upon completion of the inspection.
Refunds & Reimbursements
- Timing: Refunds will be processed to your original payment method within 5-10 business days after we receive and approve the return.
- Method: Funds will be returned via the original payment method used (Visa, MasterCard, JCB, or PayPal).
- Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the cost of re-shipping the new item to you.
- International Customers: For orders shipped outside the UK/EEA, any import duties or taxes incurred on the original shipment are the customer’s responsibility and are non-refundable.
Important Exceptions & Non-Returnable Items
To ensure the health, safety, and integrity of our products for our entire equestrian community, the following items cannot be returned or exchanged unless faulty:
- Horse Supplements & Care Products: For health, safety, and hygiene reasons, all opened or used supplements, lotions, balms, and care items are final sale.
- Personalised or Made-to-Order Items: Any products that have been customised (e.g., monogrammed items, specially ordered bridles or reins).
- Intimate Apparel: For hygiene reasons, riding tights, breeches, and jodhpurs must have the original hygiene seal intact to be eligible for return.
Faulty or Incorrect Items: If you receive a defective item or an item different from what you ordered, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.
Return Request Email Template
To expedite your request, please copy and paste the template below into an email to [email protected].
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Just Horse Rider Team,
I would like to request a return/exchange for an item from my recent order.
Order Number: [Please insert your order number]
Name: [Your Full Name]
Email Address: [The email used on the order]
Item(s) for Return/Exchange:
– Product Name: [e.g., LeMieux Breeches, Size 32R]
– SKU/Product Code: [If available]
– Reason for Return/Exchange: [e.g., Incorrect size, Changed mind]
I confirm that the item(s) are in original, unworn, unwashed condition with all tags and packaging intact.
Please advise the next steps and provide the return address and RMA number.
Thank you,
[Your Name]
Contact Us
For any questions regarding shipping, returns, exchanges, or our policy, our dedicated team is here to assist you.
Just Horse Rider Customer Service
Email: [email protected]
Postal Address: 43 Waterloo Pl, Londonderry, GB CH8P 3BT
We are committed to working with you to obtain a fair and swift resolution.