Help Section

 

Q: How long does it take for my order to arrive?
A: The time between you placing your order and you receiving the order is on average about 3-5 days (often quicker!). During busy times of the year (Christmas) this time may be slightly longer. Please allow or advise if your order is needed for a specific date when ordering. We do offer a 24-hour service for customers who wish to have their items next day. You would like your order on a next day service, we must asked that it is placed by 12noon, the day before you would like the parcel to arrive. (Please note, this service is only available to UK Mainland addresses)

 

Shipping Charges
Order Value	Area 1	Area 2	Area 3	Area 4
Under £15.00	£1.95	£1.95	£3.95	POA
Under £25.00	£3.95	£5.95	£6.95	POA
Under £60.00	£3.95	£8.95	£11.95	POA
Over £60.00	£4.95	£16.00	POA	POA

 

Q: Can I request that my parcel is left somewhere?
A: On request, we can ask our couriers to leave a parcel at a specific place- i.e in the shed, if you are not in when the delivery is made. We must advise that if we put a special request on a parcel that is classed as a "unattended delivery" and it is not insured.

 

Q: Are there any other ways of placing an order other than on the Internet?
Ordering is safe and uncomplicated. Simply choose your desired items and which shopping method you prefer- Mail Order via post, Online shopping 24 hours a day at our website www.utterlyhorses.com, Direct from our shop in Finchingfield or our orderline (Tel: 01371 856005) where we would be very pleased to answer any queries and take your orders during normal weekday working hours.

Q: What Payment methods do you accept?
A: We accept all major Credit cards- Visa, Mastercard, Maestro (also known as Switch) and Solo. We also accept postal orders. We can accept cheques via post but please remember that the order processing time will be alot longer as we require the cheque to clear before despatching your order.

Q: How do I know if an Item is in stock?
A: Each product page will tell you in a product is in stock or out of stock. Every effort is made to ensure quanities and descriptions on the website is true and accurate. If at anytime a product becomes unavailable you will be contacted as soon as possible.

Q: What do the coloured basket icons mean?
A: The coloured buttons enable you at a glance to see the status of an item.
 The Green Icon means that the item is in stock and available to order.
 A Grey Icon means that the item is out of stock but will come back into stock at one point or another.
 This Red Icon means that an item is out of stock and it has been retired. It will no longer be available.
 A Yellow Icon means that this is an pre order item. The item is not in stock but is expected soon.
 The Blue Icon means that the item is coming soon. When we know the delivery date of a coming soon item it will change to a pre order icon, which means you can pre order the item by adding it to your online shopping basket.

Q: Can I order out of stock items to be delivered at a later date?
A: Utterly Horses often offers items for sale before release and or offers you the chance to order an out of stock item (which is returning back into stock at a later date). You can place an order for one of these items in the same way you would for anything else. We won't charge your credit or debit card until we dispatch the order to you.

Q: I have a query- what do I do?
A: If you have a question, query or comments, please do not hesitate to contact us. Either call us on: 01371 856005 or email us at: sales@utterlyhorses.com or by using the Contact Us Form. We aim to answer all queries within 1 working day.

Q: I am an Utterly Horses Club Member.  How can I deduct my discount from my order?
A: In the past, Utterly Horses offered a club that gave its members a discount off our product range. This club has been discontinued for this year.

Q: I wish to cancel my order? How do I do this?
A: The United Kingdom's Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give any reason for cancellation. If you wish to cancel your order please telephone us on: 01371 856005 or email is on: sales@utterlyhorses.com and we can cancel your order for you.

 

Q: Do you prices include VAT?
A: Yes, all our prices including VAT (Value Added Tax) at 17.5%. Our VAT registration number is: 787 966 148 GB.

 

Q: What is the Pre Order option on some items?
A: We offer our customers the ability to pre order certain items before they are in stock. You can place an order for one of these items in the same way you would for anything else. We won't charge your credit or debit card until we dispatch the order to you. Pre ordered items placed on an order with in stock items will carry a seperate delivery charge.

 

Q: I add something to my shopping basket but it says it is empty?
A: Please make sure that cookies on your computer are enabled for use on the Utterly Horses website. This should solve the problem.

 

We guarantee that every online purchase you make from our store is a secure transaction. Our site uses the strongest commercially available level of encryption, 128-bit Secure Socket Layers (SSL). This ensures that your transactions are secure and your information cannot be hi-jacked or redirected to anyone but Utterly Horses. Look for the yellow padlock in the bottom-right of your browser as you enter the Checkout section of our site.  Furthermore, as required by the UK Data Protection Acts of 1984 and 1998, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorized access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you. Utterly Horses is certified by five different trade and security organizations guaranteeing that we are who we say we are and our online shopping system is of highest security.

What information we hold about you
We understand our customers concerns regarding privacy and are full committed to protecting it. If you have bought something from us we will have your email address, phone number, address and credit card details on file for a limited time. If you choose to deliver items to a third-party (such as a friend) we will have their name and address. Information is only used to help us deliver the parcels and to contact you. Utterly Horses will not and does not in anyway sell or trade your personal information to any third parties.

We may have to disclose some of your information to service suppliers to help complete your order. These parties include Royal Mail, Parcelforce, Citylink, ANC, Amtrak and or Interlink, all of which are delivery companies. This enables us to deliver your order safely, and efficiently. We do not send random marketing emails to personal email addresses (Spam) nor do we use cookies.

Your consent By using our Web site, you consent to the collection and use of this information by Utterly Horses. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.
If you are worried about anything to do with our site, please phone us on 01371 856005 and we'll be glad to talk through any issues with you.

Experienced and flexible we may be, but that doesn't ensure that nothing will ever go wrong. We should be now, thought, be pretty good at sorting it out if it does! The most obvious risk when buying from a catalogue or online is that what you order will not be what you expected. Should this happen, simply return it unopened for a refund or exchange. It is as simple as that.

 

Returns:
Please contact Utterly Horses for details of how to return an item and or to inform us that an item is on the way back to us. Please contact us on either: 01371 856005 or sales@utterlyhorses.com

Faulty or defective items: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us in addition to replacing the item. Faulty item(s) must be returned within 30 days of purchase providing Utterly Horses has been notified.

Change of heart: Goods returned to us because of a change of heart must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise we will not be able to refund you.

Returning a gift: We are happy to exchange faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you’re not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.

Returned Items lost in transit: We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery services as applicable.

Refunds, replacement and exchanges: Refunds for items that are defective or faulty and sent back to Utterly Horses within 30 days, a refund, replacement or exchange will be processed within 7 working days of receipt of the returned item(s) by Utterly Horses. A refund will be made in the same form of payment that was used to make the initial purchase. Please note that item(s) that are returned to us that are not due to our error will have the return shipping costs deducted from the refund.

Customer Complaints
We will offer the following to our customers in case of a complaint.
We will deal with a complaint in a fair way.
All complaints will be handled confidentially.
Complaint procedures will be effective.
We will respond within a maximum of 5 working days, although usually within a few hours.
Keep the customer informed about the progress of the complaint.

We welcome customer feed-back and are always grateful for any comments customers make. Please direct your queries to: contact@utterlyhorses.com