Brexit

Important Update for EU customers...

Since the UK left the EU what does this mean for our customers?For our worldwide customers, who are not part of the EU, everything will remain the same. For our customers who are part of the EU – orders will now be subject to tax and duty charges.

Tax and duty is charged on order value. De Minimums value is the amount you can spend before receiving tax and duty charges. De Minimums value varies from country to country, so it is recommended to check what this value is with your local tax office.

Customs/your courier will contact you to pay these charges. You will not receive your order without paying these charges. When you place an order with us from outside of the UK, you are agreeing to pay the Tax & Duty charges that are specific to your country. We can not receive a shipment back as ‘Return to Sender’ unless these charges have been cleared. If you choose to not accept the shipment and pay for the charges, your shipment will be destroyed and you will not be entitled to a refund. 

Delivery & Returns

Delivery 

 

All customers will receive an email when their order has been shipped. 

If any parcels have been damaged on delivery, please notify us immediately (no later than 48 hours after receipt) with full order details. Contact us via email@ancoraequestrian.co.uk

 

UK

 

UK Standard Delivery (2-5 days) £3.99 - £5.99, this is determined by weight.

Free UK mainland shipping on all orders over £85

 

Usually delivered in 1 working day for all orders placed before 5pm on a Friday. However, your delivery may come before this or even could be delayed due to covid-19. This service does NOT include weekend delivery, or anything ordered after 5pm Friday. If you are in a rush for your order you can add a message to the comments when checking out or email us at email@ancoraequestrian.co.ukwe will do what we can to insure you receive your order in time.

 

Your order will be sent by Royal Mail Tracked 24 or 48 hour service. A signature may be required when you receive your order, depending on the size of your order. Delivery times vary but should take no longer than 7 days. If this occurs, please contact us so we can follow up on your order. 

 

You will receive an email when your order has been despatched.

 

Europe 

 

Postage is £9.99 for all EU orders.

 

Your order will be sent by Royal Mail International Tracked Service. A signature may be required when you receive your parcel. Delivery times can vary but your order should be with you no longer than 1 week. If this occurs, please contact us so we can follow up on your order. 

 

Rest of the world

 

Shipping can vary from £10 - £18.99 determined by weight. 

 

Your order will be sent by Royal Mail International Tracked Service. A signature may be required when you receive your parcel. Delivery times can vary but your order should be with you no longer than 2 weeks. If this occurs, please contact us so we can follow up on your order. 

 

For all international orders we will not be held responsible for any customs charges or delays. Please speak to your countries tax office before placing an order if you wish to know what additional charges may occur. 

 

Please Note: there may be small variations between the value of your confirmed foreign currency order and amount you are finally charged by your card provider. This is due to possible exchange rate fluctuations between two separate providers.

Returns

Please note, for hygiene reasons head wear are non-returnable for a refund or an exchange. Please double check sizing before purchasing or contact our team. Contact details can be found on our ‘Contact Us’ page.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. Please ensure that you obtain a proof or purchase and if you are returning items over £50 you should consider using a trackable shipping service or purchasing shipping insurance. Your items remain your responsibility until they arrive back to us. We will NOT be responsible for any customs or import duties for returns and exchanges.

Our policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all the original tags attached. All items must be unmarked by make-up and/or animal hair, unworn and unwashed.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

  • Any item that is returned more than 21 days after delivery

Refunds 


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Faulty & Incorrect Items

Please contact our customer services team if you believe you have received a faulty or incorrect item . Details can be found on our Contact Us’ page. On receiving delivery of your order, if it is in anyway damaged by your postal service, please inform us within 48 hours by email to email@ancoraequestrian.co.uk, otherwise a claim cannot be accepted.Please note refunds are only eligible within 21 days of receipt. Your item must be deemed faulty within 90 days at the discretion of Ancora Equestrian. We are happy to offer a credit note or exchange for the faulty or incorrect item within this time frame.

 Sale Items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless faulty, we will be happy to offer you an exchange on any item.

Sale Items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless faulty, we will be happy to offer you an exchange on any item.

Exchanges 
Any exchanges will be processed within 14 working days of receipt of item. Shipping for a first exchange will be free of charge, any subsequent exchanges for the same items will be charged at the standard shipping fee.

How do I Return an Item?

Please return your product to the correct returns address found below (UK and International). Please print out the ‘Returns & Exchanges’ slip that is provided below, we don't post with every order as we are trying use as little paper as possible. Be sure to Include your original order number and contact details. If you are exchanging, please include the details of the new product you require. Should the item be out of stock, a member of our customer services team will contact you. Please include ​Returns and exchange slip when returning your item.

Returns address:

Ancora Equestrian,

Dimlands Road,

Llantwit Major ,

Vale of Glamorgan,

CF61 1YX.