Frequently Asked Questions

How long will my order take to arrive?

Most orders dispatch within 1-2 business days and arrive the next working day. Orders placed before 2pm (Mon-Fri) on in-stock items typically ship the same day.

How much does delivery cost?

Free delivery on orders over £50 to mainland UK. Orders under £50 have a flat rate of £2.99 via Royal Mail 24hr Tracked.

Can I track my order?

Yes! Once your order ships, you'll receive an email with tracking information. You can also track via Royal Mail's tracking page.

Why does my order have different delivery dates?

Some items are in stock for next-day delivery, while others are ordered from suppliers. If your order has mixed items, we'll ship everything together by the latest date — or contact us to split the order at no extra cost.

Do you deliver internationally?

We primarily deliver to mainland UK. Additional shipping options may be available at checkout depending on your location. Please contact us for international enquiries.

Can I change my delivery address?

If your order hasn't shipped yet, contact us immediately and we'll do our best to update it. Once dispatched, address changes aren't possible.

What's your returns policy?

We offer 90-day hassle-free returns — well beyond the standard 14-day statutory period. Items must be unused, unworn, and in original packaging.

How long do refunds take?

Refunds are usually processed within 3-5 working days of receiving your returned item. The refund goes back to your original payment method.

Can I exchange an item?

We don't offer direct exchanges. Please return the original item for a refund, then place a new order for the item you want.

What items can't be returned?

Custom-made products are non-refundable. Items must be in original condition — avoid attaching tape or labels directly to shoe boxes or product packaging.

My item arrived damaged. What do I do?

We apologise for any inconvenience. Please:

1. Take photos of the damage
2. Contact us via email at hello@justhorseriders.co.uk or call 0161 905 1416 (Mon-Fri, 9am-4pm)

We'll resolve the issue as quickly as possible.

My item has developed a fault. What do I do?

Sometimes items can develop faults over time. Please:

1. Take photos of the fault
2. Contact us with a brief description

We'll investigate and work towards a satisfactory resolution.

Do I need to return damaged items?

In most cases, yes. However, for low-value items or obvious manufacturing defects, we may offer a replacement or refund without requiring a return. We'll advise you when you contact us.

Who pays for return postage on faulty items?

If an item is genuinely faulty or damaged in transit, we'll cover the return postage costs. We'll provide a prepaid label or reimburse your postage.

How do I find the right size?

Each product page includes a size guide specific to that item. Look for the "Size Guide" link near the size selector. If you're unsure, contact us — we're happy to help!

What if the size doesn't fit?

No problem! With our 90-day returns policy, you can return unworn items in original packaging for a refund. Simply order the new size and return the original.

Are your products genuine?

Absolutely. We only stock genuine products from authorised suppliers. We're proud stockists of brands like Shires, Ariat, WeatherBeeta, Dublin, and many more.

Can I get product recommendations?

Yes! Get in touch with details about what you're looking for and we'll be happy to suggest products based on your needs.

Do you test your products?

We're riders ourselves! While we can't personally test all 60,000+ products, we carefully curate our range and only stock items from trusted, reputable brands.

Will you be restocking a sold-out item?

Many items are restocked regularly. Contact us about a specific product and we can check with our suppliers on expected availability.

What payment methods do you accept?

We accept all major credit/debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna (buy now, pay later). All options are shown at checkout.

Is my payment information secure?

Absolutely. Our website uses SSL encryption and we process payments through Shopify's secure payment gateway. We never store your full card details.

Can I pay with Klarna?

Yes! Klarna is available at checkout, allowing you to pay in 3 interest-free instalments or pay later. Subject to Klarna's terms and credit approval.

Do I need an account to order?

No, you can checkout as a guest. However, creating an account lets you track orders, view order history, and checkout faster next time.

How do I reset my password?

Click "Account" at the top of the page, then "Forgot Password". Enter your email and we'll send a reset link.

Do you offer discounts?

Yes! New customers get 5% off their first order. Sign up to our VIP Text Club for exclusive offers, or follow us on social media for flash sales.