Delivery & Returns
Delivery (For the UK)
Please allow up to 2-4 working days for standard UK delivery. We can not be held responsible for any delays that are out of our control.
Standard postage is £3.95 for all UK orders under £100. Delivery is free on orders over £100. Next day delivery is free on orders over £150.00.
UK Next day delivery orders are £7.95 or free for all UK orders over £150. To qualify for next day delivery please place an order before 11am. Or your order will be dispatched the following day. Orders placed past 11am on Friday or over the weekend will be dispatched first thing on the Monday.
Order will be sent by Royal Mail unless we see necessary to change courier partner. A signature may be required when you receive your parcel. Usually deliveries take no longer than 1-5 days however due to the current COVID pandemic this is increased a little. If your delivery has not arrived within 7 days please contact us.
You will receive a dispatch email once your item has been shipped which should be within 1-2 working days of your order.
Please be aware that all orders with delivery outside of the UK will be subject Tax and Duty charges.
All international orders are shipped using UPS. Please track your parcel with the code on your dispatch email here: https://www.ups.com/track.
EU Orders (POST BREXIT)
Please note we are not responsible for any customs charges that may occur. If you are based in the European Union, please be aware of the new customs charge before purchasing. Tax and import duty varies from country to country so we recommend you check first with your local tax office to see if any fees will be payable. We operate on a Delivery Duty Unpaid (DDU) basis which means that the buyer is responsible for the import duties, taxes and customs which may be necessary to release the order from the specific international customs.We cannot accept any return items when charges have not been paid. You will also be responsible for the return of this parcel, please make sure you are aware of the new charges before purchasing.
Rest of the world delivery times:
Please allow up to 7-14 days due to COVID 19 and BREXIT.
Europe 5-7 working days £15.00
USA 7-10 working days £25.00
CA 7-10 working days £30.00
Australia 10-14 working days £40.00
UAE 10-14 working days £45.00
ROW 5-7 working days £45.00
Tax and duty is charged on the order value. This value varies from country to country, so it is recommended to check what this value is with your local tax office. Before delivery, customs/your courier will contact you to pay these charges. You will not receive your order without paying these charges and we are not liable for these charges. If you refuse the charges, you must pay for the returns import tax on return, or it will be deducted from your refund amount. If this is not done then you will not be eligible for a refund.
The above times are estimates given to us by our couriers. Please note, working days do not include weekends or bank holidays. Note: Delivery times may take longer around Bank Holidays & Public Holidays (Christmas, New Year etc).
We hope you love your GE items, however if they not to satisfaction we are happy to refund or exchange your items for free.
Returning your Gray Equestrian item:
Returns Address: Gray Equestrian, Box 200, Post & Packaging, 5 Liberty Square, Kings Hill, West Malling, ME194AU.
Returns must be made within 28 days of original purchase. After that we cannot offer any return or exchange. Although returns are free, you will be responsible for covering the costs of shipping your items back to us. Please keep a proof of postage and consider using a trackable shipping method. Gray Equestrian will not be responsible for any customs or import duties on returned good and the items remain your responsibility until they arrive back to us.
- Please email firstname.lastname@example.org let us know about your refund or exchange. Someone from our customer service team will advise you on stock levels for an exchange and send you a returns form to fill out.
- Once you have received your returns form from emailing us on email@example.com print and fill the form in and include this in your parcel.
- Please then re package your item/s and send back to the below address. Please make sure they are in suitable packaging as we cannot be held liable if damaged on return.
Any returned item must be unused and in the same condition you received it, with original tags attached. If there are any marks/ makeup/ damage, then a refund will be unavailable. If you make a return after the 28 days stated a partial refund may only be available.
When returning a product to us, you must clearly state on the parcel ‘UK Return – All Tax & Duties Paid’ – Should we receive a return, where this information has not been made clear and taxes & duties have been charged, we will not accept the return and it will be the customers responsibility to clear these charges.
As soon as you return your item, we will inspect it to make sure it is in line with our returns policy. You will then get a notification of a refund if it is approved. Your refund will be processed automatically and go back onto your original payment method.
We are happy to exchange any item free of charge for you. Please follow the returns steps, and inform us of the items you wish to exchange. We will then send out your new items once we receive the original items back to us in an unworn condition.
Unfortunately sale items are only available for exchange and are not refundable.
We try to create the highest quality clothing possible for our customers however sometimes there can be manufacturing defects. Please email us directly if you believe your purchase is faulty: firstname.lastname@example.org. We can then discuss the issue and the next steps.
Due to the type of fabric used by Gray Equestrian we cannot refund or replace items that have not been used and washed in accordance with our instructions which you can find on each item. Or on items older than 3 months.