FAQ'S
PLACING AN ORDER
Can I place an order without logging in?
Yes, when you go to checkout you click on the 'Checkout a Guest' and you will not be required to create a username and password. This is a faster way to process your order. To find out more about the ways in which we protect and use your data, please view our Privacy Policy here.
What if I have forgotten my password?
Click on the 'Log In' at the top of the screen. On this page there is a 'forgotten your password' link. You will then be asked to provide your email address and your password will be automatically sent to you.
What types of payment methods do Equetech accept?
Mastercard, Visa Credit, Visa Debit, Maestro, JCB, Equetech Gift Cards, Equetech Reward Points
(Reward points can be used to pay for part or all of your order (depending on points available). Reward points are non-transferrable).
How can I find out if you have a product in stock?
Our site shows live stock levels. Select the style, size and colour on the product page to display whether the product is in or out of stock. If you require further information on an 'out of stock' item, please contact us.
I can't find a product on the Equetech website?
This probably means the product is no longer available. Please contact us for further information, as we might be able to source the product from one of our resellers.
Do I pay VAT on top of my total order value?
No, VAT is included at the current rate on all Equetech online purchases (unless logged in as a trade customer).
Got a question about this product? Please get in touch with the equetech customer service team where we can give tailored advice and support.
DELIVERY
Which countries do you deliver to?
We deliver to most countries around the world. Please enter your address in our checkout, and it will generate delivery options for you to choose.
Please note, if your order is travelling abroad, you may need to pay customs or import duties, once it reaches your homeland. These charges are out of our control and we have no way of predicting what they may be. Therefore, we cannot be held responsible any further customs duties and taxes applied. However, we do offer a duties paid service for Ireland and Europe.
Customs charges vary from country to country. Click HERE to find the thresholds before taxes and duties, or speak to your local tax office. Customs can also delay the delivery of orders, which again are out of our control.
How much is delivery?
Please visit our Shipping & Delivery page HERE
If you require different shipping options, please visit our online stockists for alternative costs and shipping options.
How long will it take to receive my order?
As long as the product is available, orders will be despatched within 24 hours. We will endeavour to despatch all orders the same day, as long as the order is placed before 1.30pm. Please note, our 'next day' service is a working day (Monday-Thursday). PLEASE NOTE WE DO NOT DESPATCH ORDERS ON FRIDAYS. All orders placed after 1.30pm on a Thursday-Sunday, will be despatched on the Monday. We cannot guarentee any delivery times on courier services as we have no control over third-party courier services. We do not take responability or offer compensation for any delayed orders, due to delivery couriers.
Our 3-7 Working Day Delivery service, is a guide and is not a guaranteed service, so it is sent by Royal Mail 48 service (GPS tracked). If you require your order quickly, we advise using our Courier services.
Please allow up to 21 days for manufacture on custom garments, such as custom cross country shirts and custom made competition jackets and allow extra time for delivery. If you require garments sooner, please contact us, before placing your order.
Do I need to sign for my delivery?
No, Royal Mail 48 services do not need a signature. Other courier services do require a signature on delivery.
My order is wrong. What do I do?
Please notify us within 5 working days if you have an error with your order. Please contact us on +44(0) 1296 688 966 or email us
What happens if an order I have placed has been put on back order?
Any items out of stock will be automatically put on back order for delivery once the item comes back into stock. If an item is no longer available you will be given a refund. If the item is out of stock for more than 3/4 weeks we will contact you to discuss whether you wish to keep the order on back order. You can contact us at any time to cancel items on back order.
RETURNS
How long do I have to return an item / order?
If you want to return your order/ part of order you must do so within 14 days (beginning on the day after the day you receive the goods), to receive a refund** (You need to supply your own return postage, to return any orders, unless faulty or incorrect items are sent - UK and International). Please include your order number, name and whether you would like a refund or exchange in the parcel, to ensure a prompt service.
**For custom made / bespoke garments, these are non-returnable / non-refundable as they are made to your own specification. Please ensure you choose the correct size to avoid disappointment. If you need additional help with sizing, please see our size guide.
For reasons of health and hygiene safety we are unable to exchange or refund underwear briefs/ boxer shorts unless the item is faulty.
Where do I send my returns to?
Equetech
2 Haybarn Business Park
Cublington Road
Aston Abbotts
Buckinghamshire
HP22 4ND
UK
(Return postage is at your own expense, unless faulty or the incorrect item has been received)
Can I exchange an item?
Yes, you have 28 days to exchange an item. Additional postage charges may apply (overseas customers only) Free delivery on exchanged products.
Will I be refunded the full value of my order?
A full refund (less original postage charges) will be given if items are returned within 14 days. Any items returned after this date will be given a credit note (to use within six months). We do not accept items back after 28 days unless faulty. Any worn items, or garments without their original packaging/ labels cannot be refunded/ returned.
Do I have to return my free gift with purchase?
If you return all goods, but wish to keep your free gift, the RRP value of the free gift will be deducted from your refund. This only applies if you return your whole order. If you keep part of your purchased order, you may keep the free gift with our compliments.
Can I return an item purchased through an independent retailer?
If you order Equetech products from third party retailers / websites, you will need to return the item to the independent retailer, under their terms and conditions. If your order was placed on equetech.com, you will need to return it to us.
WARRANTY / FAULTY GOODS
What happens in the unlikely event that I have a faulty product within the first six months?
Within the first six months, from the purchase date, you can claim for a repair of the product. If we are unable to repair, then we will replace it for the same product or the most like-for-like product. You may also ask for a credit to use at a later date (to use within six months). We can only offer a refund on products purchased within the first 30 days of purchase.
If you think there is a problem with your item, we require the following information, sent by email:
- proof of purchase (receipt, bank statement, order confirmation)
- details of what the problem is (please include as much information as possible. How often the product is used. What you were doing when the fault occurred)
- photo(s) of the issue
- Batch number (if available)
- Details of your use of the products in accordance with the Care Instructions.
On receipt of your email, we will then advise (with 5 working days),whether we agree the item is genuinely faulty. Please note that if you have not followed the care instructions or the fault with the item has occured through general wear and tear, we may in our discretion, refuse to refund, repair or replace your item. The manufacturer's decision is final.
If the fault has appeared within 60 days of purchase, we will arrange collection of the goods, or refund the purchasers costs up to £10 (inc. VAT). After that, all goods should be returned at the purchasers cost.
Please note - we do not class detached buttons as faulty. If you do not have a spare button, please contact the office or visit our Sundries product page.
What happens in the unlikely event that I have a faulty product after six months of purchase?
After six months, from the purchase date, in order to request a refund, repair or replacement, you will need to provide us with evidence to prove that the item was faulty when you bought it.
We offer 12 months warranty on all products that are used for the purpose they were manufacturered for and in accordance with our Care Instructions.
Email us here.
How do I care for my garments?
We uses a variety of fabrics and materials to make our products. They give you freedom of movement, breathability, wind proofing, waterproofing and warmth. They each need their individual care to prolong the life of the product.
This is only for general guidance and it always best to check the label for the correct care instructions.
Only wash your garments when it becomes necessary, frequent washing can damage the technologies incorporated in the fabrics.Before washing remove any detachable accessories, such as faux fur trims and close all the fasteners. Wash with other similar colour clothing.
Never use biological detergents as these would be detrimental to the clothing fabric.
Only use Non biological detergents. Do not use fabric softener as these can harm the breathability and moisture management of your garments. (Check that your detergents do not have fabric softener included)
Do NOT use bleaching agents and make sure your detergents do not have a bleaching agent within them.
Check individual garment care label instructions for drying.
Do not iron on prints, badges, reflectors, or embroidery.
Are there any special instructions to care for waterproof garments?
Our waterproof garments have an outer durable water repellent (DWR) coating to the surface of the fabric. Salt, dirt, wear and tear or repeated washing can lead to this treatment wearing off leaving the clothing less durable. Retreating your garment can be done but we recommend only doing this when it is necessary, and it feels like your coat is leaking. We recommend using Nikwax Tech Wash to clean our waterproof garments and Nikwax TX Direct to reproof. These can be found here.
To check whether your waterproof garment needs washing and reproofing pour some water from a cup onto the sleeve. If it beads and rolls off the fabric it is fine and does not need treating.
Our waterproof garments also have waterproof membranes and taped seams to the underside of the fabric. These can become brittle and crack if subject to high temperatures which will affect the life of garment. Do not hang waterproof garments on radiators or towel rails to dry. Place on a garment hanger and leave in a vented area to dry.
For further information on waterproof fabrics visit our blog HERE.
If you require any further advice on our products, please do not hesitate to contact us by phone or email.
YOUR LEGAL RIGHT
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:
- up to 30 days: if your item is faulty, then you can get a refund;
- up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.
For further information about your statutory rights in the UK please contact your local authority Trading Standards Department or Citizen’s Advice Bureau.
COMPLAINTS
If you are not satisfied with your purchase you can return it in accordance with our Returns Policy. If you are not happy with the response you receive or anything else about your experience with Equetech you can contact our Customer Services Team.
Once our customer services team have received your complaint, we will acknowledge it within 2-5 working days (please see our contact us page for opening hours).
If your issue is straightforward, we will be in touch with a resolution within 2 working days.
If you do not feel that your complaint has been fully resolved when you receive the final response from our customer services team, please let our customer services team know and they will refer your complaint to our complaints team. Our complaints team will deal with your complaint with 7 days.
If you are still unhappy with the resolution and you have purchased in store, you can contact a certified alternative dispute resolution provider to help negotiate a solution with us and we will co-operate fully with this process.
Please note we cannot deal with any complaints via our social media channels. All complaints must be raised in writing via email or letter to:
Equetech
2 The Haybarn Business Park
Cublington Road
Aston Abbotts
Buckinghamshire
HP22 4ND
UK
Email: info@equetech.com
Equetech® are continually developing products and manufacture to the highest standard. With this in mind, we may need to alter, amend or withdraw products without prior notice. Images illustrated on the website and in printed media may vary from the actual product.
Whilst every care is taken to produce this website, images/ swatches illustrated throughout this website should only be used as a guide, as screens can alter shades.
All images and text throughout this website are a copyright© of Ladyhall Ltd t/a Equetech® and cannot be used without prior consent.
DATA PROTECTION
How do I find out about how my data is collected, what we do with it and how I can amend or remove my data?
Please click on the link to our Privacy Policy for more detailed information.
