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Delivery & Returns
Delivery is free on all orders of or over £50 within the United Kingdom, to destinations in the UK (incl Northern Ireland, Isle of Man, Isle of Wight & Isle of Scilly), and with an additional charge of £4.99 for orders under £50.
We mostly use couriers with tracking ability, so you'll receive tracking information by text or email. For smaller items sometimes we use the Royal Mail small parcel services and may not be trackable.
Please refer to our fulfillment email (click on VIEW ORDER in the email) for tracking details of your items.
Delivery during Nov-Dec - during this busy season, we cannot guarantee your item will be delivered within the suggested standard delivery time frame above. You will be notified if there is any delay.
UK Shipping Duration
Standard Delivery - with our free standard delivery service you should receive your item within 3-10 working days
Standard Delivery for personalised items - our personalised rocking horses have proven extremely popular and as they take additional time to personalise we have a slightly longer delivery time on these. We currently have a delivery time of 7-15 working days for personalised items.
Products available for International Delivery
If you wish to purchase our products and enter an international shipping address, the system will likely not let you move on to the payment page. Please contact us at email@example.com for further assistance.
The Rocking Horse delivers to destinations in the UK (incl Northern Ireland, Isle of Man, Isle of Wight & Isle of Scilly) and European Union (EU) as well as select destinations around the world for an additional charge.
These destinations in the EU and Internationally are:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Rep of Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Malta, Australia, New Zealand, Canada and the United States.
The price will depend on the delivery address you specify as delivery costs are calculated on weight and distance from our warehouse (each area has a price zone).
FREE DELIVERY to London Depot
You will receive FREE delivery from us to ship your items to the London depot of our shipping company. The cost we charge you is only to cover the shipping from the London depot to your destination.
International delivery shipping duration
Please contact us at firstname.lastname@example.org for the relevant shipping duration estimations to the country you wish to ship to. It is usually between 5 and 20 working days.
Delivery during Nov-Dec - during this busy season, we cannot guarantee your item will be delivered within the suggested standard delivery time frame above. You will be notified if there is any delay. The cut off time for international delivery for Christmas is 30 November. After that, we can still process your order, but we will not be able to guarantee delivery by Christmas.
We have a 30 day returns policy so you can shop with confidence.
We ask that items are returned in the same condition they reached you, in their original, undamaged packaging (unless faulty), and a full refund can be issued. Any opened packaging will not qualify for the return.
Please note we are not able to cover the cost of return postage unless the item is faulty.
The exception of our general return policy is any products from MJ Mark, made-to-order items (such as our wooden toy boxes), and personalised items that are not revertible (such as our personalised clocks, hanging signs, wooden blocks, and keep sake boxes). They are non-refundable.
However, we are happy to organise a replacement of these items if they were faulty. Please kindly email us for further discussions.
Shipping Returned Items
Any voluntary returns will require you to organise the courier or mailing service and we will not refund your shipping cost. We asked that you should organise your shipment with reliable and trackable courier services. If the items are lost in transit, or arrived damaged to us, we will not be able to provide a refund.
Please do not send any returned items without speaking to us in advance as the destination of your items may vary depending on the products and situations.
Full refund will only be issued when the item has returned to us in satisfactory condition stated above.
For faulty items we normally will not ask for the item to be returned to us. But if we do, we will cover your return shipping cost. We can organise the delivery for you as much as possible. For example, we will set up the shipment online and send you the shipping label to attach to the parcel.
Faulty Items and Parts
In the unlikely event you receive a damage or faulty item, we will give you the option of a replacement. If there are faulty parts on bigger items like the MJ Mark horses, the suppliers also can send out relevant parts instead of a full replacement.