Shipping policy
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Shipping Policy
At Horse Bits, we aim to process and dispatch orders as quickly as possible. This Shipping Policy explains how we process orders, our delivery services and what you can expect after placing an order.
Horse Bits is operated by SM Retail Online Ltd.
Order Processing
Orders are normally processed and dispatched within 3–14 business days.
Orders are not normally processed or dispatched on weekends or UK public holidays.
During particularly busy periods, including promotional events and seasonal periods, processing times may be longer than usual. If we anticipate a significant delay with your order, we will contact you using the email address provided when your order was placed.
Please note that the processing time is in addition to the estimated delivery time stated below.
Shipping Destinations
We currently ship to:
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United Kingdom
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Ireland
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Isle of Man
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Sweden
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United States
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Canada
If your country is not available at checkout, please contact us before placing your order and we will advise whether delivery can be arranged.
Shipping Rates
Free Delivery
We offer free standard delivery on all orders to the United Kingdom with a total order value of £75.00 or more.
For orders below £75.00, a standard delivery charge of £4.99 applies.
Shipping charges are calculated at checkout based on factors including:
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Delivery destination.
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Size and weight of the order.
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Number of items.
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Available delivery services.
We may use different recognised courier and postal services depending on the size, weight and destination of your order.
The available delivery options and applicable charges will be displayed during checkout before you complete your purchase.
Estimated Delivery Times
The following are estimated delivery times after your order has been dispatched:
| Destination | Estimated delivery |
|---|---|
| United Kingdom | 2–5 business days |
| Ireland & Isle of Man | 3–7 business days |
| Sweden | 5–10 business days |
| USA & Canada | 7–14 business days |
These are estimates rather than guaranteed delivery dates.
Delivery times may be affected by circumstances outside our reasonable control, including courier delays, adverse weather, public holidays, customs processing, strikes and other unforeseen circumstances.
International delivery may also take longer than the estimates shown above where an order is held for customs clearance.
Order Tracking
Where tracking is available for your chosen delivery service, tracking information will normally be sent to the email address provided when you placed your order once your order has been dispatched.
Please check your email, including your junk or spam folder, if you are expecting tracking information.
International Orders – Customs, Duties & Taxes
Orders delivered outside the United Kingdom may be subject to import duties, taxes, customs charges or other fees imposed by the destination country.
Where such charges are payable, they are generally the responsibility of the recipient unless otherwise stated at checkout.
Horse Bits has no control over the customs charges imposed by individual countries and cannot predict the amount that may be payable.
Customers are responsible for ensuring that the products ordered can legally be imported into their destination country.
Customs authorities may also delay the delivery of an international order while the shipment is being processed.
Delayed or Missing Orders
If your order has not arrived within the expected delivery timeframe, please allow a reasonable additional period for postal or courier delays before contacting us.
If you believe your order has been delayed or lost, please contact us and we will investigate the matter with the relevant delivery provider where appropriate.
Please contact:
When contacting us, please provide your order number and delivery details so that we can locate your order and investigate as quickly as possible.
Incorrect Delivery Address
Please check your delivery address carefully before completing your order.
If you contact us promptly after placing your order and we have not yet dispatched it, we will make reasonable efforts to correct an incorrect delivery address where possible.
Once an order has been dispatched, we may be unable to change the delivery address.
If an order is returned to us because an incorrect or incomplete delivery address was supplied, or because delivery could not be completed, we will contact you to discuss the available options.
Additional delivery charges may apply if the order needs to be sent again due to an incorrect address or circumstances for which the customer is responsible.
Undeliverable or Refused Packages
If a parcel is returned to us because it was refused, could not be delivered, or was not collected from the relevant collection point, we will contact you where possible.
Where the failed delivery was not caused by an error on our part, any additional delivery costs associated with re-dispatching the order may be payable by the customer.
Where applicable, your statutory cancellation and consumer rights remain unaffected.
Damaged Deliveries
Please inspect your parcel and its contents as soon as reasonably possible after delivery.
If an item arrives damaged, defective or different from what you ordered, please contact us as soon as possible at:
Please provide your order number and photographs of the packaging and damaged item where possible. This will help us assess the issue and liaise with the delivery provider where necessary.
Please refer to our Refund & Returns Policy for further information about damaged, faulty or incorrectly supplied items.
Delivery to Safe Places
Where you provide instructions to a courier or delivery company to leave a parcel in a safe place or with a nominated person, you acknowledge that this may affect the courier's delivery arrangements.
Please ensure that any safe-place instructions you provide are appropriate and secure.
Delivery Information
Delivery services, carriers, prices and estimated delivery times may change from time to time.
The delivery options and costs applicable to your order will be displayed at checkout before payment is completed.
Nothing in this Shipping Policy affects your statutory consumer rights.
Contact Us
If you have any questions regarding delivery or shipping, please contact us:
Horse Bits
SM Retail Online Ltd
Lambda Court
Haynall Lane
Little Hereford
Ludlow
Herefordshire
SY8 4BG
United Kingdom
Email: sales@horsebits.co.uk
Telephone: 01584 318225
Company Registration Number: 11659138
VAT Registration Number: GB 319913387