Delivery FAQ's

DELIVERY FAQ's

When will my order be dispatched?

We aim to get this done for you quickly.
We process orders Monday to Friday. 

Orders placed by 11am, including EU and international orders, will be dispatched the same day. Orders placed after 11am will be dispatched the following business day.

We are closed on weekends and public holidays.

Do you offer free shipping?

We are delighted to inform you that we offer free shipping on orders over a specific amount. The customer is responsible for paying any applicable customs duty.

UK Free Shipping on all orders over £100

EU Free Shipping on all orders over £180.00

USA & Canada Free Shipping on all orders over £200.00

Asia Free Shipping on all orders over £400.00

Australia & New Zealand Free Shipping on all orders over £300.00

Middle East Free Shipping on all orders over £350.00

How can i track my order?

Once your parcel has been collected from your chosen courier, you will be sent a tracking number to your email address.

The tracking link you sent does not work

If you're experiencing trouble tracking your package, please contact us. We recommend that overseas shipments allow a few days for the tracking to be updated.

How long does it take for my order to arrive?

The estimated delivery time for your parcel will depend on various factors, such as the shipping method chosen, the destination, and any potential customs procedures. We strive to ensure prompt delivery and provide you with a tracking number to monitor the progress of your shipment. Rest assured, we work diligently to minimise any delays and deliver your parcel to you as quickly as possible.

I paid for next day delivery but my order hasn't arrived

If you have paid for a next-day delivery service and it has not reached you, we apologise for this. Delivery is out of our control. Please contact the courier, as it may have been delivered to a safe place of your choice. If you still need help, please contact us, and we will be more than happy to assist you.

My order has not arrived, when should i contact you?

If your order has not reached you in the time frame given, please contact us, and we will try our best to assist you.

My order has arrived but there is an error or something missing

We apologise for the inconvenience caused and will help you in the best way possible. If you believe you have received a wrong or defective product from us, please contact us immediately or no later than 2 days after receiving your order so we can rectify this problem for you. If you do not contact us within the 2-day period or if the product has been used, you will be bound to accept the product. We will work with you to resolve the issue quickly. We may ask for photos or additional information to help us understand the problem. Depending on the situation, we may offer a replacement, refund, or exchange. Our goal is to ensure that you are completely satisfied with your purchase.

My order has arrived damaged, how do i contact you?

We are very sorry to hear this. Please contact us using the contact form within 2 days of receiving your item, and we will quickly rectify this problem for you.

My query is not listed here, what should i do?

Please contact us using the contact form, and we will respond to you as quickly as possible. Please note that we are closed on weekends and public holidays.

EXTRA DELIVERY INFORMATION

All deliveries are dispatched from our Ice Equestrian premises based in the UK.

If you wish to make any amendments to your order, we are happy to do this for you if your order has not yet been packed or collected by the courier. You can reach out to us as soon as possible by phone or email, and we will be happy to help.

Orders are processed from Monday to Friday.

Any express delivery order (FedEx or DHL) placed after 11am will be sent out the next working day. If your order has been placed after 11 a.m. on a Friday, your parcel will be sent out on Monday (excluding public holidays).


Once you have placed an order, you will receive an email confirmation, followed by a further email with your tracking number once your order has been collected by the courier. Tracking information will be available once the courier has scanned the parcel at the main depot, which may take a few hours.

The delivery time is from the date on which the courier has collected your order from us, not from the date of purchase.


Please note that we do try our best to ensure the couriers deliver your orders in a timely manner. The estimated delivery time is not guaranteed, and sometimes there may be a delay due to weather or other types of events.

Below are useful links to track your order.

DELIVERY FAQ's

When will my order be dispatched?

We aim to get this done for you quickly.
We process orders Monday to Friday. 

Orders placed by 11am, including EU and international orders, will be dispatched the same day. Orders placed after 11am will be dispatched the following business day.

We are closed on weekends and public holidays.

Do you offer free shipping?

We are delighted to inform you that we offer free shipping on orders over a specific amount. The customer is responsible for paying any applicable customs duty.

UK Free Shipping on all orders over £100

EU Free Shipping on all orders over £180.00

USA & Canada Free Shipping on all orders over £200.00

Asia Free Shipping on all orders over £250.00

Australia & New Zealand Free Shipping on all orders over £300.00

Middle East Free Shipping on all orders over £350.00

How can i track my order?

Once your parcel has been collected from your chosen courier, you will be sent a tracking number to your email address.

The tracking link you sent does not work

If you're experiencing trouble tracking your package, please contact us. We recommend that overseas shipments allow a few days for the tracking to be updated.

How long does it take for my order to arrive?

The estimated delivery time for your parcel will depend on various factors, such as the shipping method chosen, the destination, and any potential customs procedures. We strive to ensure prompt delivery and provide you with a tracking number to monitor the progress of your shipment. Rest assured, we work diligently to minimise any delays and deliver your parcel to you as quickly as possible.

I paid for next day delivery but my order hasn't arrived

If you have paid for a next-day delivery service and it has not reached you, we apologise for this. Delivery is out of our control. Please contact the courier, as it may have been delivered to a safe place of your choice. If you still need help, please contact us, and we will be more than happy to assist you.

My order has not arrived, when should i contact you?

If your order has not reached you in the time frame given, please contact us, and we will try our best to assist you.

My order has arrived but there is an error or something missing

We apologise for the inconvenience caused and will help you in the best way possible. If you believe you have received a wrong or defective product from us, please contact us immediately or no later than 2 days after receiving your order so we can rectify this problem for you. If you do not contact us within the 2-day period or if the product has been used, you will be bound to accept the product. We will work with you to resolve the issue quickly. We may ask for photos or additional information to help us understand the problem. Depending on the situation, we may offer a replacement, refund, or exchange. Our goal is to ensure that you are completely satisfied with your purchase.

My order has arrived damaged, how do i contact you?

We are very sorry to hear this. Please contact us using the contact form within 2 days of receiving your item, and we will quickly rectify this problem for you.

My query is not listed here, what should i do?

Please contact us using the contact form, and we will respond to you as quickly as possible. Please note that we are closed on weekends and public holidays.

EXTRA DELIVERY INFORMATION

All deliveries are dispatched from our Ice Equestrian premises based in the UK.

If you wish to make any amendments to your order, we are happy to do this for you if your order has not yet been packed or picked up by the courier. You can reach out to us as soon as possible by phone or email, and we will be happy to help.

Orders are processed from Monday to Friday.

Any express delivery order (FedEx or DHL) placed after 11am will be sent out the next working day. If your order has been placed after 11 a.m. on a Friday, your parcel will be sent out on Monday (excluding public holidays).


Once you have placed an order, you will receive an email confirmation, followed by a further email with your tracking number once your order has been collected by the courier. Tracking information will be available once the courier has scanned the parcel at the main depot, which may take a few hours.

The delivery time is from the date on which the courier has collected your order from us, not from the date of purchase.


Please note that we do try our best to ensure the couriers deliver your orders in a timely manner. The estimated delivery time is not guaranteed, and sometimes there may be a delay due to weather or other types of events.

Below are useful links to track your order.

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