Delivery:
Extended Christmas Returns
CHRISTMAS 2025: LAST GUARANTEED DATES FOR CHRISTMAS DELIVERY – MON 15TH DECEMBER
To ensure your order is dispatched on time for Christmas delivery, please place your order by 11:00 AM on 15th December. This deadline aligns with Royal Mail’s guaranteed delivery schedules. While we will meet our dispatch commitments, we cannot be held responsible for delays caused by Royal Mail or other factors beyond our control.
We offer an extended returns period during the holiday season. Any item purchased from 25th November 2025 can be returned until 25th January 2026 for a full refund, provided the item is unused, in resalable condition, and returned with all original tags intact, in accordance with our standard returns policy.
Dispatch & Shipping Times
All orders are dispatched by 8PM on the next working day following your purchase.
We currently use Royal Mail Tracked 2nd Class as our standard shipping service. This option allows us to keep postage costs low for our customers while still ensuring reliable and timely delivery. In our experience, Tracked 2nd Class often arrives just as quickly as 1st Class, which has informed our decision to use this service exclusively. If you require a faster delivery option, please don’t hesitate to contact us — we’ll be happy to arrange an alternative service to suit your needs.
Please ensure that your postal address is complete and accurate at the time of placing your order. We are not responsible for orders dispatched to incorrect, incomplete, or outdated addresses provided by the customer. Our system is integrated with Royal Mail, and shipping labels are automatically generated based on the address details entered during checkout. As such, errors may not be identified before dispatch. It is the customer’s responsibility to verify that all delivery information is correct. We are unable to offer refunds or replacements for failed deliveries resulting from address errors.
Once an order has been dispatched, changes cannot be made.
While rare, parcels can occasionally go missing during transit within the Royal Mail network. If you experience a failed delivery, please notify us within 10 days of placing your order. This allows us to initiate a replacement and file a claim with Royal Mail. Unfortunately, we cannot accept responsibility or process claims if notification is made after this period, as Royal Mail enforces strict timeframes for reporting issues.
If you have provided instructions to leave your parcel in a designated ‘safe place,’ please be aware that Proline Equine Ltd cannot be held liable for loss, theft, or damage once the item has been left in that location. Refunds or replacements will not be offered under these circumstances.
International Shipping
We use Royal Mail for all UK deliveries. For international orders, shipping services may vary depending on the destination. We strongly recommend that international customers select a tracked shipping service to ensure secure and reliable delivery. While we have made lower-cost economy shipping options available due to customer demand, please note that these services do not include tracking.
Proline Equine cannot accept responsibility for lost or undelivered items sent via non-tracked economy services. These options are used at the customer’s own risk.
Proline Equine Ltd is not responsible for any customs duties, taxes, or fees incurred on international shipments. Additionally, we do not cover any customs charges associated with returned items.
Pre-Order Information
Please note that pre-order dates are estimates only and are subject to change without notice. While delays are uncommon, they can occur due to factors beyond our control. We appreciate your understanding and patience should any changes arise.
Important Notice
In the event of industrial action affecting Royal Mail services, delivery delays may occur. These disruptions are beyond our control, and we cannot be held responsible for any resulting late deliveries.
Returns:
Returns Policy
We sincerely hope you are satisfied with your purchase, but if you wish to return an item, returns are accepted up to 28 days from the order date for an exchange or full refund, subject to the conditions outlined below. Please send returns to:
Proline Equine Ltd
3 Matlock Road
Stretford
Manchester
M32 9QB
Please ensure the return note is fully completed and included with your package so we can identify the sender and process your return efficiently.
To qualify for a return, items must be returned unworn, with all original tags attached, and in their original packaging. Items must be free from makeup stains, deodorant marks, scents, pet hair, or any other signs of use, and must be returned in a resalable condition. Returns that do not comply with these conditions will unfortunately not be accepted.
Refunds or exchanges will be issued upon inspection of the returned items. Please note that postage costs are non-refundable, except where the item is faulty — in which case, please contact us where a pre paid return label will be sent.
All garments undergo rigorous testing and quality checks during and after manufacturing, as well as thorough inspections before leaving our warehouse. We recommend customers inspect items upon receipt and contact us immediately if any defects are found.
Proline Equine Ltd cannot be held responsible for damage caused intentionally or unintentionally by the customer. We reserve the right to withhold refunds if returned items show signs of wear or use, and we may offer a replacement only if the garment is confirmed to be faulty. Refunds or replacements will not be provided for damage resulting from normal wear and tear.
Refunds are typically processed within 24 hours of receipt of the returned item. Please allow 5-7 working days for the refund to appear on your bank statement.
Customers retain full responsibility for returned items until they reach Proline Equine Ltd. We strongly recommend using a tracked, signed-for, or insured postage service when returning items. We cannot accept liability for lost or damaged returns. Items that have been delivered but deliberately left uncollected or refused will not be eligible for a refund of the postage costs.
If you require any help, please contact us at;
sales@prolineequine.com