Frequently Asked Questions

Ordering

Do I need to be registered to place an order on-line ?

As a part of the ordering process you will be asked to register, this is purely so that we can record which products you have ordered in case you need to return or contact us about your products, however there will also be the option to order as a guest. Your details will never be sold or shared with anyone else if you register. We may from time to time send you an email about any offers or new products, you can be removed from this mailing list at anytime by informing us by email to info@belvoirrugcompany.com

If you order as a guest we will not include you in our mailing list.

How will I know that you have received my order ?

You will always receive an email from us acknowledging your order, and you will receive follow up emails advising you of the status of your order, right up to dispatch. This order acknowledgement only advises that an order has been received, and is not confirmation that you order has been accepted and processed.

Can you provide me with a receipt ?

All orders will automatically be send a receipt by email after dispatch

What if an item is out of stock ?

In the un-likely event that an item is out of stock we shall contact you as soon as possible. Our inventory system does not allow out of stock products to be ordered, however in the event of an order being placed for stock that is no available for some reason we will offer you a suggested replacement product or a full refund

Can I add items to an existing order ?

It is not always possible to add items after an order has been submitted, however we will always try to help when and where we can. Please email us as quickly as possible to info@belvoirrugcompany.com to inform us of your need to add items to an order, if an order has been dispatched we will not be able to add any products to the order, and a further order will have to be placed.

What should I do if I notice that my personal details are incorrect after I have completed the order process?

You should contact us as soon as possible on 01949 850595 and we will do our best to rectify the issue. Please have your order number to hand when contacting us. If an order has been shipped we may not be able to help.

Delivery / Shipping

Do you dispatch products out of the European Union ?

Unfortunately due to the volumetric size of horse rugs we find that the cost of shipping our products is relatively high for products not delivered in Europe. We do not profit from our shipping costs, and try to keep these as low as possible for our global customers. Should you wish to enquire about other shipping services for outside of Europe please fell free to email us at info@belvoirrugcompany.com

Can I track my order online ?

Yes, you can log back into your account to see the current order status. We dispatch your orders promptly by our postal partners.

How much do you charge for shipping ?

Our standard rates for shipping are a part of the checkout process, and are dependant on the product/products you order. We do not profit from postage and only charge what we are charged, however, we periodically do offer Free Delivery options, sign up for our newsletter to find out about these offers.

The shipping cost is per order, and not per item.

Will I have to sign for my order ? 

In the vast majority of cases yes, however you can ask us to send packages to you without having to sign to receive it after your first order, and only to an existing address in our system, although this cannot be guaranteed.

Can you deliver to a different address to my billing address ?

Yes, but not for your first order

What happens if I am out when you deliver ?

A card will be left by the delivery company, they should be contacted to arrange an alternative delivery time.

Returns and Exchanges

How do I return an item ?

Unsuitable items must be returned within 30 days of our dispatch date for exchange or refund, except for sale items when they must be returned within 7 days. The items must not have been used and still have all tags still in place.

To return an item please email us at info@belvoirrugcompany.com to receive an authorisation note for the return and the address to return the item to. Items returned to our office address without the correct authorization note may not get returned to our warehouse promptly and this may cause a delay in receiving a refund.

Where an item is faulty we retain the right to replace the item or issue a credit, unless the item is within the 30 days return window, where a refund may be given.

All items must be returned in a re-saleable condition, should this not be the case we will notify you upon the return, and reserve the right to charge a re-processing fee of up to 35% of the item cost. This charge will be at cost to us.

Is it safe to use my Credit Card on-line with Belvoir Rug Company ?

We use the latest SSL encryption technology to store and safely transmit you personal and credit card data through our systems. All orders are processed through either Stripe or Paypal via their secure systems.

General Questions

How should I care for my Belvoir Rug Company product ? 

With lots of love and care. The Nylon Lycra products are machine washable, as are the fleece rugs and accessory covers. Treat the nylon lycra products like you would swimwear, the fleece products will be heavier when washed and should be dried on a washing line.

Where are your products made ?

 We are proud that our products are Made in England, in our own production unit, where our quality and dispatch can be closely controlled.

Technical Questions

I cannot process my order ?

Whilst technology is a wonderful thing, it can also be problematic. If you cannot process an order on-line, please send an email to info@belvoirrugcompany.com and we will ask ‘the technical one’ in our office to help you if possible.

 

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