CUSTOMER CARE

THANK YOU FOR VISITING MOOR EQUESTRIAN! 

If you have any questions or query about your order please contact us and we will be happy to help! 

Have any questions or concerns? 

We’re always ready to help!

 

 

Call us at

07840709891

or send us an email to:

mitchellmmoor991@gmail.com

Thanks for submitting!

RETURNS

We hope you are happy with your purchase, but if you are not and wish to return and exchange for a different size or style, an alternative item or a refund, you must let us know within 14 days of receiving your order. We will need to receive the goods within a further 30 days of you notifying us that you will be returning them.

Items should be returned to us in perfect condition, complete with the original packaging, receipt/invoice and returns form, we will then be happy to exchange or refund you with the product price. This does not affect your legal rights.

If you require a returns form, please contact us. 

Refunds will be processed within 14 days of the goods arriving at MOOR EQUESTRIAN , or within 14 days from us receiving proof that the goods have been returned, whichever is earlier. You will be reimbursed via your original payment method.

Please note that the below items cannot be returned or exchanged unless faulty:

  • Embroidered Goods
  • Made to Measure Items
  • Items made to order in personalised colours
  • Special order items including Specialist Bits and Specialist Leatherwork
  • The delicate nature of synthetic horse bits such as Trust, Beris, Nathe, Poponcini and Bombers Flexible Mullen means that they can be damaged if chewed by the horse. In such circumstances, we are not able to accept returns as it is not a fault with the bit.

You must make your own arrangements to return goods to us and you will be responsible for the cost of return unless goods are faulty. We recommend that you obtain proof of postage as you are responsible for the returned goods until they arrive in our warehouse.

All goods returned to us must be in a clean condition. Any goods that are deemed as too soiled to handle will be returned to you.

A postage fee will be charged for all exchanges.

FAQ

Do you provide International delivery?

 

Yes. All international deliveries have a flat rate postage cost of £25.00. We will send your order tracked to ensure you receive it safely. 

 

How do I return an item?

 

In the first instance get in touch with us via our email, telephone or contacting 'Mitchell Moor' on Facebook. 

 

What is your returns policy?

We hope you are happy with your purchase, but if you are not and wish to return and exchange for a different size or style, an alternative item or a refund, you must let us know within 14 days of receiving your order. We will need to receive the goods within a further 30 days of you notifying us that you will be returning them.

Items should be returned to us in perfect condition, complete with the original packaging, receipt/invoice and returns form, we will then be happy to exchange or refund you with the product price. If you require a returns form, please contact us.

How do I track my order?

 

On your confirmation email there will be a tracking number which you can use to track your item on our couriers website. If there are any concerns with your delivery please contact us! 

What should I do if there is a problem with my order?

If an item is missing, please contact us as soon as possible with your name, order number and the missing item's name. We will resolve the issue for you as quickly as we can.

 

What are your delivery options?

 

Standard delivery is 7-14 working days. However if you require your item quicker in some cases we maybe able to get your item to you quicker if it is in stock.

 

TERMS AND CONDITIONS

All prices are in GBP sterling are exclusive of delivery charges. You may pay by most major credit/debit cards. We are under no obligation to accept your order. Prices, offers and products are subject to availability and may change at any time prior to acceptance of your order. We will inform you of any changes. 

Orders will not be dispatched until payment has been received in full. If your goods are not in stock, we will order the goods for you after payment has cleared. We aim to deliver all items in stock to UK mainland addresses, normally within seven - fourteen working days. Riding boots, saddles and any custom product can be subject to an 4-6 week delivery time. (12 weeks ordered around August when the factory closes for 4 weeks). 

Postage cost starts at £4.99 for small items. The correct postage cost must be selected at time of order and paid for in full. Your order will not be processed if the correct postage cost is not paid at the time of order. 

Damaged or Faulty Goods. Claims for damaged or faulty goods must be made promptly by telephone, email or post (not by social media). This does not apply to faults caused by accident, neglect, misuse or everyday wear and tear. We recommend returning your goods by signed for delivery. 

Sales through Moor Equestrian are governed by English law and you agree to submit any dispute to the exclusive jurisdiction of the English courts. By submitting an order you are indicating unequivocal acceptance of these terms and conditions. Your legal rights are unaffected and all orders placed form a legally binding contract, if this forms part of a Made to Measure of Made to Order.

These terms and conditions do not affect your legal or statutory rights.