Personalised Items Terms & Conditions

When placing an order please make sure you have checked the applicable size guides within our website.  Once a bespoke embroidered item is created we are unable to refund for the item (statutory rights apply).

Orders

Personalised Orders, items which have been personalised to the customers request will not be refunded unless we have made a mistake and there are differences to the order placed by customer, the customer is responsible for ordering the correct size & colour, and takes responsibility for thread colours and fonts chosen. We accept no responsibility for a cusotmers mistakes. We would advise if you realise a mistake has been make when placing the order that you contact us immediate to discuss this further. 

Please note we do everything humainly possible to assure your orders get out on time and delivered for the required date, sometime things happen out of our control which we are unable to do anything about, which make this impossible .  

Goods (Items held in stock) purchased without embroidery can be returned for a refund or size exchange (see our delivery & returns policy for more details)

Goods we do not hold in stock and are specially ordered in for a customers are non refunable unless faulty.

Goods Ordered In Specifically for an Individual Customer can not be cancelled once the order has been placed no refund will be offered.

If we have made a mistake with spelling, size or colour ordered we offer either replacement goods plus postage of the returned item or refund in full plus postage costs of the returned goods.

Damaged, defective or incorrect goods must be advised by email within 48 hours of receipt and immediately returned. (see our delivery & returns policy for more details)

Any return packages must be sent by Royal Mail Recorded or Special Delivery or by a Registered Carrier

Order turnaround varies on workload and product availability, if you need an accurate time or specific date please contact us before an order is placed. If an order is for a specific date / present please contact us before placing an order as we can not always guarantee that product will be in stock. At busy times such as Christmas we may not be aware until our supplier sends in the delivery, please check first to avoid disappointment.

If a customer is having their own logo digitized for embroidery we require clear artwork in jpeg format, until this is provided an order can't be put into work. If a bespoke item is ordered and made awaiting embroidery no refund can be made. The time of dispatch on these items is dependent on customer providing the artwork.

Bespoke Horse wear 

Product specification can be changed or products withdraw for sale at any time without notice. Once an order has been placed and goods are in the process of manufacture orders can not be cancelled and refunds cannot be given.

If you have any further questions in respect of orders, cancellations, stock availability and bespoke embroidery please contact us directly and we will be pleased to help.