Customer Information

How to order online:
Simply browse our online shop, select your items by clicking on them, select your size / colour from the drop down options. The basket on the right of the screen will start to fill.
When you have completed your choices, select checkout, complete your checkout information and payment details. Sit back and relax, we will process your order and email you once it is on its way.  

Overseas Customers
We are happy to deliver worldwide. Currently our checkout is set up for European Union country deliveries, up to a weight limit of 15kg. The postage & packing charge for your country will be displayed at checkout. If your order exceeds the 15kg limit please email us at info@eastlakeequestrian.co.uk with your full order details & delivery address and we shall obtain a shipping quote for you.  If you would like to purchase from outside the European Union please email us at info@eastlakeequestrian.co.uk with your full order details & delivery address and we shall advise on stock availability and shipping quote for your acceptance, before proceeding with the processing of your order. All deliveries will require a signature on delivery. Any custom duties / levies applicable will be the sole responsibility of the purchaser.

Availability:
We aim to have stocks readily available of most items shown on our website, but on some occasions items may be subject to availability and could be withdrawn at any time, including after you have placed your order. If your order cannot be fulfilled you will be informed by email. You may be offered an alternative delivery date for the ordered item, an alternative product or a full refund.

Delivery:
All delivery timescales are subject to product and delivery slot availability. Deliveries should be received within 3-10 working days. You will be advised of any anticipated delay in delivery as soon as possible. Some items are despatched directly from our suppliers, therefore you may receive your order in more than one delivery, this does not affect your P&P cost. If your order is despatched in more than one consignment you will be advised by email.  Should we expect there to be a delay in your order beyond 10 working days you will be advised by email of an alternative expected delivery date, if this delivery date is not appropriate you may cancel your order and receive a full refund.

The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses. Delivery will be between the hours of 7am and 8pm; we are unable to confirm a time. Eastlake Equestrian will select the most appropriate carrier for your goods. This means your delivery may arrive in more than one batch to ensure your order is transported in the best possible way, if your order is to be delivered in more than one batch you will be notified by email. Whilst every reasonable effort shall be made to keep to any delivery date, time of delivery shall not be of the essence and Eastlake Equestrian shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer. You accept that signature obtained by our carriers is evidence of delivery.

Delivery Charges:
You will only pay one delivery charge per order, which will be dependent on the weight or value of your order and your chosen delivery service. When you have added items to your shopping basket, the standard delivery charge for those products will be automatically applied to your order. You will always be able to see this charge before submitting your order. Simply click on "view/edit" on the shopping basket to the right of the screen to view the applicable delivery charge. For non UK Mainland customers please click "check delivery costs against another address" and select your country to see your delivery charge.
Delivery charges for UK Mainland customers start as low as £1.50 up to £5.95 (up to 25kg).
FREE DELIVERY ON UK MAINLAND ORDERS OVER £75.00,
simply enter Offer Code: FREEUK75 at checkout.

We reserve the right to amend postage & packing prices on the website as appropriate.

Prices:
Our prices do not include VAT as we are not registered for VAT
All prices are in Pounds Sterling. We reserve the right to change any advertised price before you place an order. The only addition to the prices shown on the website is postage & packing (see delivery charges above). In the unlikely event that a price has been quoted incorrectly on the website you will be advised prior to receiving your Order Confirmation. If you do not agree to the revised price your order will be cancelled & money refunded. Our prices are reviewed periodically. Prices can change throughout the year without notice and after you have placed your order, in this event you will be informed of the price change before we confirm the order with you. 
For Overseas customers we do have a currency conversion facility simply click on you currency icon in the checkout basket to the right of the screen to get an idea of the prices in your currency, this is a guide only and your credit card company will perform the currency conversion at the time of payment processing.

Product Guidance
For guidance on how to try out your new purchase(s) please see the “Product Guidance” page on this website. For any matters not specifically detailed in our guidance notes please email us at info@eastlakeequestrian.co.uk  or for full comprehensive product usability and / or guidance please contact the manufacturer directly.

Cancellation / Returns Policy 
1.1 If you wish to cancel / return your order:
(a) you can notify us by email to info@eastlakeequestrian.co.uk before we have despatched the goods to you; or
(b) where goods have already been despatched to you, by returning goods to us in accordance with clause 1.2 below.
1.2 You can return goods you have ordered from us (including any free gifts or promotions) along with the original internet receipt, for any reason at any time within 7 days of receipt for a full refund of the returned item (p&p is non-refunadable).   The costs of returning goods to us with adequate postal insurance to cover loss & damage shall be borne by you, and is non-refundable, please ensure that the item is protected with sufficient packaging material. we do not compensate for returns lost or damaged. Upon emailing us with your requirements to make a return we will issue you with a "Returns Number" that must be written on the outside of your parcel. Good(s) returned without email notification and the presence of a returns number will not be processed. Returns should be addressed to Eastlake Equestrian (Returns), 1 Vaulty Manor Cottage, Goldhanger Road, Heybridge, Maldon, Essex. CM9 8BQ, United Kingdom. You have 7 working days from the date the returns number was issued to return the good(s) to us. In the event that the good(s) are not returned within the specified time you will be deemed to have accepted the good(s), at which point a new purchase contract will be made.
1.3 Upon receipt of the goods returned to us in new, unused, unsoiled condition, complete with tags in place & returned in original packaging, fit for re-sale, we will issue your refund within 30days.   Please note: you are only permitted to "inspect" the items prior to returning them; "inspect" means examine and does not permit you or your horse to wear and use the item(s). For clarity please view our "Item Specific Information" detailed in the "Customer Information" section of this website. You have a legal duty to take care of the product, and this includes all tags, labelling and packaging. Tags should not be removed until you have decided to keep the item(s). Tags and manufacturers' packaging all form part of the product and in the event of an item return are required to all be returned together (tags affixed) with complete manufacturers packaging, failure to do this means you have not returned all of the product and a refund will not be issued.       
1.4 The rights to return the goods to us as referred to in clause 1.3 will not apply in the following circumstances: -in the event that the product has been used.
Where an item(s) is returned in a damaged, dirty or worn condition, which indicates they have been worn or used instead of "inspected" we will consider this as a breach of your legal duty to take care of the goods and reserve the right to recover the appropriate sums from you.
1.5 If your order qualified for Free UK Mainland Delivery and you return part of the order, you will be refunded minus the cost of the postage that is applicable to the part of the order that you retained. However if the value of the items you retain are over the qualifying spend for the free delivery then no postage charge will be deducted from the refund due.
Please note personalised items, made-to-measure items, pierced jewellery, riding hats, books and dvds are non-returnable & non-refundable. We do not give refunds / exchanges on items returned after 7 days or damaged goods not notified within 3 days of receipt.

Exchanges
If you would like to exchange your item please email info@eastlakeequestrian.co.uk stating your order number and the details of your intended exchange. We will then confirm acceptance of your exchange and confirm if the new required size/colour is available along with information of the additional postage and packing fee payable for the exchange item. Please then return your item in accordance with returns policy above (items returned without a Returns Number will not be processed). Upon receipt of your returned item and any additional payment for the exchange item along with the applicable postage and packing charge, we will despatch your exchange item. We cannot guarantee that alternative colours / sizes will be immediately available.
The provisions of this clause 1.4 do not affect your statutory rights.

Returning goods from outside the UK, the cancellation/returns policy above applied and you are responsible for paying any customs duties / levies applicable to the good(s) either on exit from your country or upon arrival at UK customs. If the returned good(s) fail to reach us because they have been held at customs due to you not paying any duties / levies due, then we shall not have received the good(s) back, and therefore you will not have returned the good(s) to us. It is your responsibility to pay all custom duties / levies due and if you fail to do this, legally you will have not returned the goods to us or kept them in your care and therefore will not be entitled to any refund or exchange. 

Non EU Customers.
The EU Cancellation rights set out above, do not apply to customers from outside the EU, if you wish to return an item due to it being mis-described or faulty, we will accept a return from you in accordance with our returns policy, detailed above. If we reasonably agree with your concerns we will confirm by email and issue you a Returns Number, you are required to return the item to us with 7 working days from the date of Returns Number issue. Upon receiving the item back for inspection by us and / or the manufacturer or other responsible body to confirm your concern is genuine (which can take up to 28days) we shall issue you an internet credit note. We will not refund shipping costs.

Damaged Goods:
In the unlikely event that your goods are damaged in transit and this is immediately obvious then please refuse the delivery for reason of damaged goods. When you sign for your delivery from the carrier, please ensure you check that you are receiving the correct number of parcels. Please make sure you open your parcel(s) immediately and carefully check the contents, you must inform us within 3 working days of delivery of any damaged or incorrectly sent goods, otherwise no claim can be considered. Please email info@eastlakeequestrian.co.uk to advise us accordingly (please quote your order number in all correspondence). Replacement goods will not be issued until the damaged good(s) are received by us.

Goods lost in transit:
We will not accept liability for goods lost in transit unless you have notified us in writing (email: info@eastlakeequestrian.co.uk) within 5 working days from the “expected delivery date”. The “expected delivery date” should be taken as within 6 working days from the date of your despatch notification email for UK customers and 10 working days from the date of your despatch notification email for international customers.

Faulty Items:

Goods Damaged in Transit

If your goods were damaged in transit, we request that you report it to us within 3 days. If goods are visibly damaged on receipt, please sign the delivery stating the damage or refuse to accept the parcel. Once the damaged goods have been received back into our warehouse we'll send out replacements.

Goods Faulty Within 6 Months

If you feel that a product is faulty, please stop using it immediately and contact us at info@eastlakeequestrian.co.uk with your concern.  If you continue to use the product after discovering a fault, it will be deemed that you have accepted the goods in their damaged condition.  To return faulty goods please follow our returns policy above.  Upon receiving the item back we will inspect it and, may forward it on to the manufacturer or other knowledgeable body for testing, to ascertain if it is faulty or if the fault is a result of mis-use and/or neglect.

If you are reporting faulty goods within 6 months of receipt you maybe entitled to a repair or a replacement. If we can not do either of these we will refund your money but if the products have been used we may deduct a percentage for you benefiting from this use. 

Goods Faulty After 6 Months
After 6 months of receipt, provided your product is within its warranty period, you are entitled to a warranty repair or replacement.

Please note that the cost of returning these items is the responsibility of the customer.

Should the claim not be accepted we will inform you in writing of the reason and if requested the goods will be returned to you at your cost. In the case of refunds these will be made within 30days. Please note: Due to health & hygiene hazards involved with the inspection of horse clothing, we regret we are unable to handle any item unless it is clean & dry. (Health & Safety at Work Act 1974).  

Contact us: Full contact details are listed in our Terms and Conditions. As we are an internet only business we encourage contact & ordering through the website or by post. We can be contacted by telephone for enquiries if no-one is available to answer your call please leave a message and contact telephone number as we shall endeavour to return your call as soon as possible. Please do not email your credit / debit card details to us, we do not process orders in this way and cannot be held responsible for the data security.

This Customer Information does not affect your Statutory Rights.