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ORDERS & SHIPPING POLICY

-If you want a price for a location that is not listed on our shipping system

please message us directly at: info@clubequestrian.co.uk and we will be happy to help!

 

 -All orders are processed in accordance to when they were received and in relation to the shipping preferences.

-UK mainland orders placed before noon, will be processed for shipping that day dependant on the shipping options chosen.

-All UK orders placed after 12 noon will be processed for shipping the following day again dependant on shipping options chosen.

Depending on delivery service chosen someone will need to be present to sign for your delivery.

-Orders are processed and shipped on business days only, ie. Monday to Friday between 9am & 5pm. 

This also includes public and bank holidays .

-All online purchases are processed by bank authorisation before shipping.

Please note: The company name for your  transaction on your credit card statement or paypal

may appear under the name of Oakes Candles Limited our parent company.

Companies house no: 107092403

CANCELLATION OF ORDER BY US

Sometimes for various unforeseen circumstances, orders can be cancelled by us for various reasons.

These include but are not limited to:

- Item(s) are not in stock or are unavailable

- Inability to process the chosen payment option 

- Unable to deliver to the chosen address

- Unspecified/unforseen inability to process a product for dispatch

- More than one order has been placed with our system

-Procurement of any of our products for the purposes of but not limited to, copying of product, copying of fragrances, use of product as a non agreed white label service etc.

If your order is cancelled by us, you will receive an email to explain why and you original method of payment will be refunded.

Depending on the original method of payment this can take up to but not definitely, 5 working days.

ORDER CANCELLATION BY CUSTOMER

If you wish to change, amend or cancel your order before your purchase is dispatched,  please phone us:

 Club Equestrian (OAKES LIMITED) : +44 (0) 151 486 0360

You will need to have your order number and details to hand.

Please note: this is only possible during our working hours Monday to Friday 9am-5pm.

If your order has been dispatched and you wish to return it please refer to our returns and exchange policy for further information.

PERSONALISED ORDERS

  • Orders that are personalised are non refundable for obvious reasons.

  • At busy times for example (Christmas, Valentines Easter etc) the ability to provide a particular colour for personalisation may not be available. 

  • We endeavour to provide you with what you have requested. 

  • In the unlikely event there is a shortage on availability we will contact you with available options.

  • If we contact you and do not hear back from you before shipping cut off, we will ship to you the best available solution we can provide to avoid any customer disappointment.

  • If you have any further questions or queries on this matter do not hesitate to contact us and we will, as always, do our best to help you.

RETURN & EXCHANGE POLICY

  1. First step of return/exchange, contact Club Equestrian Customer Service on:

       Ph: +44 (0)151 4860360 or Email us at: info@clubequestrian.co.uk

       Note: Please include your order number and order details and if you wish for a refund or exchange

2.   Returning or Exchanging your Product:

       Please note that a full refund or exchange will only be issued to items that have not been used.

       Goods must be returned to us at our premises stated below, within 14 working days of delivery to you.

       Please ensure that the returned parcel is properly packaged and sealed.

       Please note the customer shall bear the cost of all returns/exchanges with the unlikely exception that the 

items arrived damaged or you have received the incorrect item.

Customers must check their goods upon arrival for damages in transit.

No liability for damages in transit will be accepted after 48 hours of the product being in the customers possession.

We have a limited time scale to raise an issue with the courier companies and if we do not do this within a 72 hour time frame we as a small company have to incur the losses.

The onus is on each customer to check  each product upon arrival as each item is 

carefully packaged upon dispatch for transit. 

       The full cost of the original delivery cost will be reimbursed to you on safe return of the item to us and provided

it is in its original condition if a return is requested. This does not apply to exchanges.

       When you return or exchange your parcel, please retain your proof of postage in order to provide proof to

us that you have shipped the goods to us, in the unlikely event that we do not receive the returned parcel.

       We cannot accept liability for returned goods lost in transit if there is no proof of postage.

 

3.   Refund or Exchange processing:

       Refund:

       If you have chosen a refund, we will process the calculated refund within 14 days’ days of receiving your

           returned goods, provided that you have returned the goods to us in their original condition at our

business address within 14 working days from its original delivery date.

       You will receive email notification of your refund being processes from our

Club Equestrian Customer Service.

       Exchange:

       If you have requested an exchange or replacement when ringing or emailing Club Equestrian Customer Service,

this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.

       If you have any questions about returns, please contact Club Equestrian at:

       0044 (0) 151 486 0360 or email at: info@clubequestrian.co.uk

       If there is a problem with the product, you must notify us within 14 days of taking delivery of the product.

       Items after this will be assessed and refunded at the discretion of Club Equestrian.

All postage and delivery after this date if a return is authorised

is paid by the customer unless otherwise stated before return.

A restocking fee may also be applicable.

 

  • Your cancellation rights

  • As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 14 working days from delivery.

  • If you wish to cancel your order, please contact customer service either by phone or email for a cancellation form.

  • Even under terms of cancellation, unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us.

  • Again as above, when you return or exchange your parcel, please retain your proof of postage in order to provide proof to us that you have shipped the goods to us, in the unlikely event that we do not receive the returned parcel.

  • We cannot accept liability for returned goods lost in transit if there is no proof of postage.

  • Refunds can only be made against the original credit/debit card used.

 

Note: We will not provide a full refund if the goods show signs of use and are not faulty.

 

Your right to return or exchange goods does not apply to goods that have been made to your specification, bespoke orders or that have been personalised (e.g. by labelling or being engraved)

 

Your rights if there is a problem with a product:

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015),

if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange

the items or offer you a refund.

Please notify us as soon as possible by calling Club Equestrian Customer Service on +0044 (0) 151 486 0360

 

To ensure prompt resolution, please provide us with the order number and keep all packaging that was provided with your purchase (wrapping/box/packaging material etc.)

 

Returns:

Club Equestrian

Home Farm Cottage, The Walk

Liverpool, Merseyside,

L24 8RQ