Help Center
Orders
Can you order by phone?
Yes, you can! Simply call our friendly customer service team on 01429 864112 and we’ll process your order for you. This is ideal if you have questions about products or need help choosing the right size.
Can I change or cancel my order after it’s placed?
If your order hasn’t been dispatched yet, we can amend or cancel it for you. Just reply to your order confirmation email or call our customer service team on 01429864112 as soon as possible to make changes.
What should I do if my order arrives damaged or faulty?
Please contact us within 24 hours of delivery so we can put it right. We’ll arrange for a courier collection or reimburse reasonable postage costs (up to £4.50). Once received, we’ll replace the product or issue a full refund, including your original delivery cost, provided the item is unused and complete.
What if my delivery is missing an item?
We are sorry about this. Please check the delivery note as there may be item/s following on with another delivery. Please can you also check your emails (including junk/spam) to see if you've been sent an email about items going out of stock. If expected delivery window has passed please contact us or reply to your order email.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Amazon Pay, Apple Pay, Google Pay and flexible “Buy Now, Pay Later” options including Klarna and PayPal Credit.
I did not receive an order confirmation email?
Please can you double check the email that was used to place your order. For example, you may have used Paypal or Amazon Pay to place the order and the email address may be different to the email you normally use. Please remember to check your inbox and also your junk/spam folder. Otherwise please contact us with your name and address and we will resend your order email.
Do you accept cash when shopping in store?
Yes cash or card
Do you offer interest-free credit or instalment plans?
Yes, we do! PayPal Credit offers interest-free payments on orders over £99, and Klarna provides options to “Pay in 30 days” or “Pay in 3 monthly instalments” with no interest or late fees.
Do you offer a price match guarantee?
Absolutely. Our Price Match Promise means if you find the same product cheaper elsewhere, we’ll match the price so you know you’re always getting the best deal.
Services
Do you offer hat and body protector fitting?
We provide hat and body protector fitting in our Elwick store. No appointment required, just call in to the store.
How do I order custom De Niro riding boots?
Head over to the De Niro brand page where you will see the custom De Niro boots listed. Click in to the desired product and you will see drop down options for each of the design elements available on the boots. You can find instructions of how to measure for your long riding boots on our...
What in store services do you provide?
Apart from helpful advice we provide a range of services such as hat and body protector fitting, custom riding boot fitting and blade sharpening. Please take a look at our In Store services page for more information.
Products
What is the White stuff on my leather boots?
You will often see a White residue on new leather products such as bridles and riding boots which you may think looks like mould. It is most likely this white bloom residue is the natural result of oils, fats or waxes used in the tanning process which have begun to migrate through the leather and crystallize on the surface. Changes in temperature or humidity will often make these oils and waxes move to the surface of the leather and is completely...
Delivery
How quick is Express delivery?
Express deliveries are sent using a next working day service. Our cut off is 3pm to dispatch for next day. Please see our Delivery info page for more information
Can I change the delivery address on my order
Yes we can do that providing your order has not dispatched from us yet. Please contact us and we will do our best.
How do I track my delivery?
When your order is dispatched you are sent an email with subject "Your Order has Shipped" to the email address that was used when the order was splaced. Please double check your inbox including spam/junk folder. The shipping email will contain information about the courier used and tracking reference.
What are your delivery options?
Please visit our Delivery information page.
How much does international delivery cost?
We provide fixed price charges to the majority of European countries which you will see at checkout once you enter your address. For rest of world locations please visit here for information on our Rest of the world - quote me shipping which provides the best possible price.
How much does UK delivery cost
UK delivery charge is £4.50 but is free when you spend over £45.00. We also provide Express Delivery starting at £4.50 but offer it for free on selected items. Please see our delivery information page for more details.
Returns and Refunds
How do I return my order?
Please send your items back to address below and please include in the package your name, order number, list of returned items and reason for return.
Discount Equestrian
Highfield House
Elwick
Hartlepool
TS27 3EL
We will only accept items back in an as new, unused, unsoiled condition including original packaging and tags as returned products are likely sold to other people. We will also not accept items covered in ...
Discount Equestrian
Highfield House
Elwick
Hartlepool
TS27 3EL
We will only accept items back in an as new, unused, unsoiled condition including original packaging and tags as returned products are likely sold to other people. We will also not accept items covered in ...
What is your returns policy?
You can return items within 28 days of receiving them, as long as they are in clean, unused condition with tags and original packaging. Refunds are processed within 3-5 working days of receipt. Exchanges are also available - just let us know which item you’d like instead.
For more information please see our Returns information page...
For more information please see our Returns information page...
Do i have to pay for return of an item to swap size?
Yes usually we require an additional delivery charge to cover costs of sending the new item.
How long do I have to return a saddle?
All saddles can be returned within 28 days of receipt. When we receive the saddle, we’ll inspect it for wear or damage. Refunds may be reduced by 10%–100% depending on its condition. If you use a courier not approved by us, you remain responsible for its value if lost or damaged in transit.
Can I exchange items instead of getting a refund?
Yes you can. You can let us know which items you would like to exchange for on the paperwork you include with your returned items. If the new item/s is cheaper we will refund you the difference, or if the new items are higher in value, we will send a payment request for the difference in value. There may be an additional delivery charge applicable to send the new items back out.
International Orders
How much does international delivery cost?
We provide fixed price charges to the majority of European countries which you will see at checkout once you enter your address. For rest of world locations please visit here for information on our Rest of the world - quote me shipping which provides the best possible price.
