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Help Center

 

Orders
Can you order by phone
yes you can.  Please call customer service on 01429 864112
How can I change my order
Yes you can amend an order providing the order has not dispatched. You can email by replying to your order confirmation or call us and we will do our best to help.
I have received a faulty item in my delivery
Please let us know as soon as you can and we can determine best course of action for your particular situation and product/s that are faulty.  We cover up to £4.50 if you choose to return faulty items using your own delivery methods without informing us first.  It would also be helpful for...
My delivery is missing an item
We are sorry if an item is missing.  Please double check the items listed on the delivery note as it may be item/s that are 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 it going out of stock.  If none...
Can I cancel an order
Yes you can of course cancel an order providing it has not been dispatched.
How can I pay for my order?
At checkout we provide Braintree for Credit/Debit cards, Paypal, Amazon Pay and also buy now pay later options from Klarna and Paypal Credit.  If you wish to place your order via email or telephone we can send you a Paypal invoice which can be paid using Credit/Debit card (having a Paypal account...
I have not received 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. 
how do i cancel an order
either phone us on 01429 864112 or email us as sales@discount-equestrian.co.uk
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Services
Do you offer hat fitting 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...
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
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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 normal especially if they have been through various temperatures i.e. different countries, warehouses, shipping containers etc during the shipping process.
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Delivery
How quick is Express delivery
Express deliveries are sent using a next working day service
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. The link can als be found at the footer of the website
How much does international shipping cost?
We have fixed price charges to the majority of European countries. You can look at our Delivery Information page which is also at the footer of the website or at checkout...
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Returns and Refunds
I would like to make a return? but I have no return label. Please can you send me/email me one?
Unfortunately we do not cover returns, you are welcome to return any items in new and unused condition at your own cost via a method of your choice: https://www.discount-equestrian.co.uk/refund-...
Is it easy to return and get a refund ?
Yes of course. Please visit the returns page for information about the process https://www.discount-equestrian.co.uk/refund-returns
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...
How long do I have to return items?
You have up to 30 days from date of delivery to return your items to us
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.  We will either refund you or charge the difference in value.  There may be an additional delivery charge applicable to send the new items back out.
Is return free? Do I need a label and bar code?
We do not cover the cost of returns
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International Orders
How much does international shipping cost?
We have fixed price charges to the majority of European countries. You can look at our Delivery Information page which is also at the footer of the website or at checkout...
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