Terms & Conditions
We are here to help, please email tamara@vip-equestrian.com, WhatsApp or call +44 (0)7801063147.
WHERE CAN I BUY A VIP SADDLE PAD?
You can buy a VIP saddle pad from this website. We ship Worldwide. We also have distributors in South Africa, New Zealand, Germany and Australia, as well as all over the UK. Please see our stockist list.
WHERE IS YOUR SHOP? CAN I VISIT?
We are based in Hampshire UK. We don’t have a shop as such, just our UK HQ office and stockroom. If there is something you want to see in person you can come here with a prior appointment. We can also do video calls to show you items and discuss what meets your needs.
WHERE IS MY PARCEL? I HAVEN'T RECEIVED IT?
Please, if your order hasn’t arrived contact us at the first available opportunity. We wont have more information than you do but we can escalate it with the shipping company. They can take a couple of days to get back to us with a resolution. Either way we will resolve the issue.
Tracking is added to every order. You should receive notifications via email and text as the parcel makes its way to you. You will also find options there to change the delivery day or to leave in a safe place. If the parcel is marked as delivered but you don’t have it, in the first instance please check around your property and your neighbours. Usually the tracking will have a delivery photo that might help you locate your order. Orders that get delivered to a pick up shop need to be collected within 5 working days. If you have repeated delivery attempts or don’t respond to a missed delivery card, then your parcel will be returned to the shipping companies depot, and if not collected returned to us. We may then charge to reship.
RETURNS, EXCHANGES AND REFUNDS
Returns must be in new resealable condition. Refunds will not be issued if items are returned dirty. They can be made within 14 working days, after that store credit will be issued. If your item is a present please let us know at the time of purchase and we will extend this return period for you. On the order slip in your package you will find our return address at the bottom of the page. Please post pack to Hawk Hatch Red Lane, Binley, Hampshire, SP11 6EU. Customers are responsible for their own return shipping costs. Please include your order number, name and address and telephone number. Please state if you want a refund or an exchange. Refunds are made back to the original payment method. You will receive a refund confirmation email (check junk) but please allow a couple of days for the payment to show back on your account.
Sale items and items bought second hand are non refundable
VIP saddle pads come with a 2 year guarantee.
You must provide a receipt or proof of purchase, even if its not bought directly from VIP and has been purchased through a retailer. Guarantees are subject to fair use.
For issues with leather work please get in touch and will will direct your queries to the relevant wholesaler.
WHAT PAYMENT METHODS DO YOU OFFER?
All major cards and PayPal, PayPal credit, Klarna are accepted in all currencies
We do not accept cash or cheques. You can spread the cost in instalments through the website with Klarna and PayPal. We don’t have the facility to take payment over the phone but can talk you through checking out through the website over the phone.
DISCOUNT CODES
If you are a new customer please sign up to the website and this will give you 10% off your first order. The code will be emailed to you. If this doesn’t work please contact us. Our ambassadors also have codes. Only one code can be used per purchase.
CAN I STOCK THE VIP?
Yes! Please fill in this Trade application form link.