Delivery:
All items are shipped by the end of the next working day (9pm). A confirmation email will be sent once your item has been dispatched.
PRE ORDER DATES ARE NOT GUARENTEED AND ARE SUBJECT TO CHANGE WITHOUT NOTICE, GENERALLY THEY DONT CHANGE, BUT PLEASE BE AWARE THIS CAN HAPPEN.
We use Royal Mail for shipping within the UK, but services may vary on orders from outside the UK. We recommend anyone outside the UK to use a tracked service. Proline Equine will not be responsible for economy services and losses without tracking.
(PLEASE NOTE DUE TO INDUSTRIAL ACTION WITHIN THE ROYAL MAIL DELAYS ARE POSSIBLE AND COMPLETELY OUT OF OUR CONTROL, WE CANNOT BE HELD RESPONSIBLE FOR LATE DELIVERIES)
Royal Mail 1st Class Tracked
Royal Mail 2nd Class Tracked
Royal Mail Special Delivery
Worldwide Delivery inc Tracked and Economy (Various Services)
Proline Equine Ltd are not responsible for any custom fees that are incurred, nor are we responsible for any custom fees for returned items. We highly recommend that our international customers use the International Tracked option for shipping, any customer using the economy service does so at their own risk.
When placing your order please ensure you provide us with your correct postal address, we won’t take responsibility for goods being dispatched to the wrong/old address and no refund will be issued for losses.
Once your order is placed, it cannot be changed if we have already dispatched it. Please take the time to check all your details are correct.
In the rare cases, deliveries can go missing whilst processing through the Royal Mail network. Please make us aware within 7 days of a failed delivery, we can then replace your items and start a claim with Royal Mail. We cannot be held responsible after this date as Royal Mail are very strict on the time frame allocated to log issues.
If you have chosen a safe place for your parcel, we cannot be held responsible if your item is moved/stolen/not there. Proline Equine will nor refund or replace if using a safe place or directions of where to leave.
Returns:
Christmas returns are extended every year, for any product purchased from Nov 15th, they can be returned up to 25th January for a full refund as long as unused, tags on and in a resalable condition, as they were received.
We sincerely hope you don’t need to, but if for any reason you wish to return your item, please inform us within 48 hours of receiving your package to sales@prolineequine.com where we can assist you further.
Please ensure the item is returned unworn, all tags are still attached and the item is in the original packaging. No make up stains, deodorant marks, scents/perfumes, pet hairs etc… please return the item in a resalable condition, as it was received in. Unfortunately, we cannot accept the returned item if it doesn’t comply with our returns policy.
Please include the returns slip inside the packaging to avoid any delays with processing your refund.
We will refund or exchange the item upon inspection of your returned item, excluding the cost of the return postage (unless the item is faulty, then we will refund the return postage too).
Our garments are all rigorously tested and quality checked during and after the manufacturing process. We also undertake thorough quality control inspections before a garment leaves our warehouse. We recommend customers check their item before wearing it and contact us straight away if there are any noticeable faults. Proline Equine cannot be held responsible and reserve the right not to refund any item which has been damaged intentionally or unintentionally by the customer. Proline Equine reserve the right to withhold funds if we suspect the returning items have been used or worn or offer a replacement if the garment is faulty. We will not refund or replace items due to wear and tear.
We aim to process refunds within 24 hours of receiving the item back, but please do allow up to 5 working days for the refund to show on your bank statement.
Customers have full responsibility of an item until it reaches Proline Equine. We highly recommend customers obtain proof of postage and use a signed-for/insured postage option when returning an item back to us. We will not be held responsible for lost/damaged items.
***Free delivery over £100 subject to all products up to the value of more than £100 not being returned. If a return is made the standard shipping value of £4.70 will be deducted from the refund***
If you require any help, please contact us at;
sales@prolineequine.com