FAQ
You Asked, We Answered
How do I return a product?
Please contact cleosequine@gmail.com or use the contact form at the foot of this page or on the contact page or the returns request page to start the returns procedure please provide as much information about yourself and the order to enable us to process the return as quickly as possible.
Once we have received the information we will email you to confirm the return can be processed and provide a returns code.
THE COST AND PROCESS OF RETURNING ANY ITEM IS NOW THE RESPONSIBILITY OF THE CUSTOMER. For full return details of these items please contact cleosequine@gmail.com.
Returns are now the responsibility of the customer and must be sent back to the address details provided via a tracked and secured service.
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Please ensure you obtain proof of posting as we hold no responsibility for lost, missing or damaged returns, this would be a claim from the service provider.
If you have purchased your item using Paypal they offer up to £15 return costs per year if you have processed your order with Paypal. https://www.paypal.com/uk/webapps/mpp/refunded-returns
Customers requiring an exchange within the UK will not be charged for the replacement item to be sent, however, this is subject to the original item having been returned to us. If the sizing is still incorrect and a further exchange is required, standard carriage charges will apply.
If you have any concerns regarding returning an item to us, please contact us at the following. cleosequine@gmail.com
07484739326
Do you accept returns?
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Prior to signing for your parcel, please check its condition and refuse any damaged packages. If in the event that goods are incorrect, missing or damaged upon opening, please advise us within 3 working days otherwise a claim cannot be considered. Refunds or exchanges are made in accordance with the Consumer Protection (Distance Selling) Regulations. Under this regulation, you have 30 days from delivery to return the item(s). Any returns are at your own expense; they must be unused and in its original condition (including all tags). This does not affect your statutory rights.
Returns:
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30 days to return a non-sale items for a refund or exchange. (Extended Christmas Return - Until 14th January 2022)
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14 days to return a sale item refund or exchange.
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Faulty on arrival, 7 days in which to contact us for a refund or exchange. Items deemed faulty after this period will be dealt with on a case by case basis in consultation with manufacturers.
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Parcel damaged on arrival do not sign for it; refuse the parcel as damaged during delivery.
If you wish to return an item after these periods you must seek authorisation in writing by email.
WE DO NOT ACCEPT SADDLES, RIDING HATS, ANY PERSONABLE ITEMS, NUTRIANTS, ANY SEALED ITEM AS RETURNS DUE TO HEALTH AND HYGINE REASONS
What’s the minimum order amount?
We have no minimum order value for delivery, However we do charge for delivery values under £29.99 anywhere within the United Kingdom and Northern Ireland. Orders over £29.99 are free to anywhere in the United Kingdom and Northern Ireland. Deliveries to EU are currently by request via email.
Which countries do you ship to?
Currently Cleo's tack shack can only send products through out the United Kingdom and Northern Ireland, However if you would like to request a special order for delivery to a shipping company or for a delivery order within the European Union then please make contact via email and we will quote you for shipping with the best time scales for delivery in mind. Please email cleoequine@gmail.com