Orders are usually dispatched within 24 hours of payment receipt (except order placed Friday-Saturday). We review live orders each morning before 10am and they are booked on 'Next Day' service with FedEx (for the majority of UK mainland) and the most appropriate carrier for Overseas and/or non-UK mainland orders. From time to time however we have to call in stock from our remote warehouse, which may cause a slight delay in provision of your order. Please therefore allow up to 14 days for delivery; if your order is urgent please contact us for an accurate delivery date before placing your order.
Robin Hood Horse & Country cannot be held liable for non-receipt, or delayed receipt, of items where a customer has entered incorrect delivery details. It is the Customer's responsibility to keep their account details up to date, and to check on any and all Delivery Notification emails and messages sent by our system.
Deliveries made according to our Standard Terms will be insured against non-delivery; customers who advise additional delivery details which negate these terms, i.e. 'leave in the porch', do so entirely at their own risk.
Orders received after 10am on Friday are dispatched the following Monday except on Bank Holidays.
If your order is urgent it is worth calling us up to 12 noon to find out if we can add your dispatch to that days' manifest. If we can - we will!
We send all packages on a 'signed for' service so, if there will be nobody available at your home address to receive your package please feel free to use an alternative address for delivery to avoid delays whilst our courier tries to contact you.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order as we cannot group two distinct orders placed separately, and shipping fees will apply to each of them however; goods to the same customer and address, which are ready for dispatch at the same time, may be packaged and sent together by our nominated warehouse. Kindly note that no refund of shipping or handling fees will be made where these circumstances occur.
Please note we try to keep postage/shipping fees as low as possible; as such, we do ask that you pay a nominal fee of £4.20 (UK mainland)* towards the cost of any replacements you request for returned items. At this time we do not intend to artificially inflate postage/shipping charges to cover the cost of sending out the odd replacement as we feel this would penalise the majority of our customers who do not make returns.
If part of your order is on back order, your whole order will be held and the items sent together; if you wish to receive the in-stock items separately there will be an additional shipping/postage charge in line with our additional costs incurred by sending multiple shipments of products to you; we are happy to advise on this cost which will vary subject to the weight of your goods, the delivery address(es) and the carrier used. Please contact us via your account if you require a quote.
Please check your delivery address carefully before confirming your order; if your shipping charge is too low because you entered the wrong country the shortfall will be debited from your card without notice. Paypal customers will be sent an additional payment request and their order will be held in our warehouse until we receive the shortfall.
*Overseas shipping in relation to replacements is varied and will be advised on a 'per order' basis.
Any and all damages should be recorded with the carrier at the point of signing for the parcel; any resulting claim will be subject to this record.
Any goods received that are not as ordered must be notified immediately either by calling 01226 712738, or by emailing online@RHHC.co.uk
During 'out of office' hours a message can be left stating your name, the Unique Order Reference Number and a brief overview of your query. You will be called at our earliest convenience on the telephone number given on your order.
PAYMENT OF TAXES FOR NON-EU CUSTOMERS
Whilst we take the UK VAT off the selling price to non-EU customers, please be aware that such customers will be responsible for payment of their own Country's taxes and import costs, and it is the Customer's responsibility to make themselves aware of any applicable rates.
You can contact us between 9am and 3.30pm Monday-Friday
Whilst our online store is open 24/7 we cannot deal with telephone/email enquiries on Saturday or Sunday, or Bank Holidays. Please leave a message/send an email and we will respond as soon as our offices are open.
We are sorry but, due to Insurance restrictions, we are currently unable to offer our service to customers in the USA/Canada.