Shipping & Returns
Shipping And Handling
Shipping: The cost of shipping is free on orders over £65.00. For all other orders a surcharge of £3.95 will be added to the order on checkout. This applies to the UK only. Delivery will be either by courier or royal mail depending on which is the cheapest, therefore delivery arrival time is not guaranteed. Guaranteed delivery can be paid for with a surcharge of £7.00 stock permitting.
SPECIAL OFFERS: Free Delivery special offers, when they occur, will be sent via standard royal mail second class post or equivalent and therefore can take up to 7 working days to arrive with you. If you need items quicker, please pay for standard delivery or call us to see if we are able to upgrade your package to a quicker service, at further cost to you.
INTERNATIONAL CUSTOMERS: please note that any items that you wish to import are governed by your country's Quarantine and customs regulations. Totally Tack Limited cannot be held responsible for import duties or on occasions when the items are refused entry by customs. We therefore recommend that you check the regulations carefully prior to purchase. If goods are returned to us where access is denied any refunds will be processed minus our actual carriage costs even if this more than the charge that the customer may have paid. Also due to air traffic regulations we cannot send Aerosols via airmail or courier to any destination outside Europe.
Pricing and Availability
All prices are in pounds sterling including the relevant taxes for the UK where applicable. Any customs or import duties due when your order reaches its destination country are your responsibility.
We have the right to make alterations to the prices in the following circumstances:
On extremely rare occasions, the cost of the product may have increased but not updated on the website, taxes may have not been included in the price, or they may have changed. We will inform you immediately and before dispatch if this is the case to ensure you still wish to purchase, but at the revised cost.
We reserve the right to refuse or cancel an order for goods if it has been listed at the incorrect price due to a typographical error, or the price from our suppliers, tax or duty office was incorrect when our price was published.
All products and services offered for sale on this website are subject to availability and may be withdrawn at any time, colours may also change. Pictures used are for illustration only and although we endeavour to be as accurate as possible, may differ from the actual product supplied. The information contained in the website is for information purposes. Totally Tack Ltd is not providing any recommendations or endorsements to any product or services promoted on the website. The material on the website does not constitute advice and you should not use the information on the website to make any decisions or take any action. If goods cannot be supplied for any reason we will contact you and you will not be charged for the items ordered. If you have already been charged we will immediately refund you the total amount you have paid (including any delivery charges).
Some items may be shipped direct to you from our supplier in order for you to receive your chosen items as quickly as possible. This means that you may receive your order in separate parts, but will not incur any additional carriage charges.
Where goods are in stock, despatch will normally be within 3 working days, however, should we need to send the order in more than one despatch you will only be charged postage once.
Delivery is Monday to Friday only. The services we use cannot be 100% guaranteed by us personally, but you may be entitled to a partial refund of postage if the service fails and we can successfully claim from the carrier on your behalf. The majority of orders require a signature on delivery, so please let us know where it is convenient for us to deliver - e.g. a work address or neighbour. (Please always quote your home address for authorisation of credit cards). We reserve the right to charge for any costs incurred by us if the parcel is ultimately returned to us after a reasonable number of attempts has been made to deliver the goods to you (you will be refunded the cost of the items you ordered from us less our costs and a 30% fee). Goods can then be resent to an alternative address at further cost to you.
IF AN ORDER IS RETURNED AS UNDELIVERED WE RESERVE THE RIGHT TO PROCESS A REFUND MINUS THE COST OF THE RETURN AS CHARGED TO US BY OUR COURIER, plus the initial carriage cost.
Overseas, channel Islands and BFPO orders: We are happy to export orders. Postage is charged at a special rate, and the VAT will not be deducted on orders to non EC countries and BFPO addresses to subsidise the cost of carriage.
Any customs or import duties levied once the package reaches your country will be the customers responsibility as we have no control over these charges and cannot predict what they might be.
Goods damaged in transit: When you sign for your delivery from the carrier, you must check you are receiving the correct number of parcels your are signing for, and ensure that you make a note if there appears to be any damage to any of the parcels, on the consignment note. Please make sure you open your parcel immediately and carefully check the contents, as you must inform us within 3 working days, in writing to firstname.lastname@example.org, of delivery of any damaged or incorrectly sent goods. Include in your email details of the damage, your name and address, the date or order and the order number.
Goods lost in transit We will not accept liability for goods lost in transit unless we are notified within 7 working days from the expected delivery date (this is taken to be 2 working days from the advised date of despatch for standard delivery, 1 working day for next day delivery option). However, if non-delivery is possible due to incorrect delivery details e.g address/post code we are under no obligation to replace these items.
Goods that are returned to us undelivered by either our courier or royal mail will incur further charges. On despatch of your items via courier you will receive an email confirming delivery, this email will give you a time slot for delivery of 1 hour. If you are not going to be in you are able to rearrange delivery via this email or by leaving a signed note the driver will be able to leave the parcel in your designated area (please note that should you choose to leave a note and the goods go missing, neither Totally Tack or the courier can be held responsible). Should your items be returned to us as undelivered Totally Tack will charge you to resend or refund your items minus the costs incurred to us through the courier's surcharges - this could be in the region of up to £15.00, and our orignial carriage costs out to you.
If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
All prices on the website are inclusive of VAT at 20.00% where applicable.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption through secondary sites, such as Sagepay and Paypal. Totally Tack does not have access to this information at any time.
As we have no control over the use of products supplied, by the end user, we cannot accept any liability howsoever caused, nor do we accept any consequential liability for any loss or damage arising from the use of the products we supply.
Nothing in the above Terms and Conditions affects your statutory rights.
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01373 228242 or write to us at Totally Tack Unit J7 Jenson Court, Jenson Ave, Frome, Somerset, BA11 2FQ.
Cancellation Rights & Returns - UK
If you live in the United Kingdom you have a legal right to cancel your order, within 14 days, after you have received the goods to inspect them. Please note that in the case of clothes and accessories, "inspect" means to examine, and does not permit you or your horse to wear and use the items. Please see out item specific guidance below.
Free delivery offers are subject to purchase, goods delivered under any such offer that are returned for a refund will incur a £4.95 charge to cover our carriage costs to you. Exchange postage will be charged at £4.95 for all orders, please either enclose this with your request or we will call you for payment. If a return is made for goods in an order that qualified for free postage, then the cost of £4.95 will be deducted from any refunds that reduce the value of the initial order to less than £65.00.
Please note that no statutory cancellation rights apply to goods that have been made specifically to your requirements, design or measurements.
Please note that you are under a legal duty to take care of the product, and this includes all packaging and labelling. Care must be taken to ensure that the goods remain in the best possible condition and boxed items must be returned in a bag or another box.
Please take particular care with items which are easily damaged. If you need guidance on the best way to try any item without damaging it, please contact us. When trying on goods it should be reasonably apparent before fully trying on the goods whether they are likely to fit or not and you should not stretch goods or force zips or fastenings as this may damage the goods and cause injury to you or your horse. You must ensure that bits are not marked or placed in the horse's mouth for hygiene reasons, if the bit is marked or damaged in anyway then we will be unable to accept your return under this policy.
Should you decide to return the goods you must notify us of cancellation in writing (by post to the address below, or by email to email@example.com within 14 days of receipt of the goods. Following cancellation you are under a legal duty to not use the goods, and to take care of them.
You must return the goods to us securely packaged, in the condition in which they were received, at your cost, as soon as possible, with their original packaging. We will refund to your credit card, within 14 working days of receiving the goods, the sums paid by you in relation to them.
HAND MADE BESPOKE ITEMS THAT ARE MADE TO ORDER ARE NON RETURNABLE UNLESS FAULTY AND THEN WE WILL REPAIR THEM FOR YOU FREE OF CHARGE.
For faulty items or items sent in error your return postage will be reimbursed up to a value of £7.50, or standard second class postage - which ever is the cheapest. If the cost of returning the item is going to exceed this we are able to arrange a courier collection (UK Mainland only) if required, otherwise we recommend using the second class recorded option through your local Post Office or CollectPlus.co.uk
If you do not return the goods within 21 days of your cancellation notice, we may chose to recover the goods from you, and if we do so, to charge you for the cost of doing so. If, despite sending a cancellation notice, you do not return the goods or fail to make them available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made.
This does not affect your statutory rights.
Returns - Rest of World (inc USA, Canada, Australia, New Zealand)
For non-UK customers, we hope you will be fully satisfied with our products. If for any reason you are not satisfied because they are mis-described or faulty, we will be happy to accept a return from you in accordance with the following policy:
You must contact us as soon as possible to explain your concerns and your wish to return the goods by email to to firstname.lastname@example.org.
If we reasonably agree with your concerns, we will confirm by email that you may return an item in its original condition and packaging, which must be sent to us within 7 days of us sending to you that written confirmation. On receipt of the returned item and verification that your concerns are genuine, we will issue an internet credit note or item exchange subject to our discretion. Unless we specifically agree otherwise by email, we will not grant refunds on items received more than 14 days after we email you to confirm your return. We do not refund shipping charges.
Returns Do's and Don'ts - All Countries
You may return goods by mail to the returns address below. We recommend that you send your goods back by recorded delivery or a secure delivery method that requires a signature on delivery, as we cannot be held responsible for it being lost or damaged before it arrives to us.
If at all possible, please include with the goods a copy of your internet invoice, cancellation notice (where applicable) or a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process, and prevents fraudulent returns.
Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods that you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. As it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Where you and we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for posting the exchange goods to you and you should include the appropriate postage amount for the outgoing postage of an exchanged item, or provide written authority for us to take the money from your account. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
If you fail to return packaging which is an integral part of the overall product (for example branded packaging on high value items, boot or hat boxes) then you will not have returned all of the goods, and we reserve the right to recover the cost of replacement from you and where there is evidence of dishonesty, to refer the matter to the police.
Where goods, including packaging are returned in a damaged, worn or dirty condition, which indicates that you have not exercised sufficient duty of care, they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
Goods will not be accepted for return that have been made specifically to a customer's requirements, design or measurements.
When you return items to us that are not the goods which we dispatched to you, you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or for goods that you have wrongly used, damaged, dirtied, or lost).
Notice of cancellation and returns should be sent to:
Totally Tack Returns
We reserve the right to amend this returns policy without notice under advice from our lawyers or Government appointed agencies.
ITEM SPECIFIC GUIDANCE
Saddles returned under the statutory right to cancel should be returned as close as possible to the same condition in which you received them - please also return all tags and original packaging, which are part of the product - you have a legal duty to take care of all of the product, not just the saddle itself.
PLEASE TAKE CARE WHEN YOU TRY THE SADDLE ON YOUR HORSE. If the saddle has been used so that it is dirtied, or it is damaged by you in any way, particularly including creasing to the straps (which greatly reduces the value of a new saddle), we will consider that you are in breach of your legal duty to take reasonable care of the saddle. If you need guidance on the best way to try out the saddle without damaging it, please contact us for advice. Where you have not taken reasonable care of the saddle, we will claim any reduction in the resale value of the saddle from you, which may be deducted at our discretion from the refund.
HORSE RUGS & BLANKETS
Horse rugs / blankets returned under the statutory right to cancel should be returned as close as possible to the same condition in which you received them - please also return all tags and original packaging, which are part of the product and without which the value of a new horse rug / blanket is reduced - you have a legal duty to take care of all of the product, not just the horse rug / blanket itself.
PLEASE TAKE CARE WHEN YOU TRY THE HORSE RUG / BLANKET ON YOUR HORSE. Make sure the straps on the rug are tight enough, so when your horse rolls it does not catch its legs in them when getting back up. (This is the main reason straps break)
All turnout rugs are breathable but if put on a sweating horse or a horse which gets too warm, the rug may temporarily show signs of leakage. Please dry out your rug and then test it allowing some water to rest for a minimum of 20 minutes on the surface of the rug. If returned, we also will test it in this way.
If the horse rug / blanket has been used so that it is dirtied, become stretched or ill fitting, or it is damaged by you or the horse in any way, (which will greatly reduce the value of a new horse rug / blanket), we will consider that you are in breach of your legal duty to take reasonable care of the horse rug / blanket. Please contact us for advice if you need guidance on the best way to try out the horse rug / blanket without damaging it, Where you have not taken reasonable care of the horse rug / blanket, we will claim any reduction in the resale value of the horse rug / blanket from you, which may be deducted at our discretion from the refund.
When trying on boots it should be reasonably apparent before you zip them up whether they are likely to fit you or not, and certainly whether they are so small for you that the zip would burst when you do it up.
Please do not force the zip on the boot. Forcing the zip may damage yourself as well as the boot. If the zip will not do up easily, then the boots do not fit you.
In the event that you have forced and broken the zips ignoring our advice, we will consider you to be in breach of your statutory duty to take reasonable care of the goods and will take steps to recover our losses from you.
In the event that we have reason to suspect that you have deliberately broken the zip, or damaged the boots in any other way, to try and claim the boots were faulty on issue, we will take steps to recover our losses and involve the police where appropriate to deal with any criminal fraud.
If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately notify us by emailing email@example.com.
Your rights to return goods are protected under the consumer regulations, which can be found at www.legislation.gov.uk.