Not happy with your purchase? Not a problem... Let's sort it out! We're so happy you chose to shop with us, and we'll do what we can to make it right for you.
In order to qualify for a return (exchange or refund), we require the goods to be received back at our offices within 28 days from the date the order was delivered to you. Returns received within 60 days from the date your order was delivered will be issued a credit note. Returns received more than 60 days from the date your order was delivered will not be accepted.
All parcels should be sent with a Returns form, which includes an address label you can use for convenience, there are different labels for National and International returns. Please enclose your completed form in your parcel, stating your name and date, order number, and reason for return or exchange. If for some reason you did not retain this, don’t worry; just include a short note detailing the information above.
Our Returns address is as follows:
Returns - My Breeches, G1a Stephenson, Prestwick Business Park, Prestwick, Newcastle upon Tyne, NE20 9SJ, UK
If you are sending from outside the UK, please pay close attention to the following information: If you do not have an address label from your returns form to use, then please refer to the address above, but replace the first line of address with the following 'RETURN - no commercial value, My Breeches Ltd.' Please also mark on any documentation that the parcel is a return and make sure the word RETURN is clearly visible on the package. It may also be beneficial to write 'Returning to sender' All the above helps the parcel to make it's way more quickly through UK customs, so your return is processed faster! If this information is not included your return will get held up and there may be a customs duty fee the balance of which will be deducted from your refund. If possible we will try to appeal this charge for you, however; please be advised that we cannot guarantee a successful claim. Unfortunately this is out of our control! But totally avoidable if you follow our steps.
For customers within the UK, we recommend using Royal Mail to send your return.
For US customers we recommend using USPS, but of course your method of return is entirely up to you. It’s always best to retain your tracking information as we cannot expect responsibility for returned items lost in transit.
An important Notice for International customers: Please DO NOT return your order using FEDEX. Returns sent in this way will not be accepted. Thank you for your cooperation.
If you need any help or advice at any time you can always reach out to us and we will let you know what to do. Please click here to contact us.
Returns sent without including a returns form or your details and preference for a refund or exchange, are unable to be processed - so please give us all the information we need!
Here are the facts about returns:
We can only accept returns on items which are new, have never been used (except tried on obviously!) and have their original tags attached. Bits can only be accepted for return if they are unused with all original packaging in place. If the bit has been inside the horse's mouth, the return will be rejected.
A minimum cleaning fee of 5% of the price of the item/ items will be applied to any returns which arrive in a non-saleable condition. In severe cases, if items are extremely dirty or appear washed or worn the return will be rejected.
You can request to cancel your order at any time before it has been dispatched. We will try our best to honour your request, but please bear in mind this may not always be possible.
Please note we do not offer free returns. If we messed up your order, firstly we are very sorry this doesn't happen very often! But we will do everything we can to make it right. If you didn't get the size or colour that you ordered, we will of course reimburse you for the costs you incur returning the item to us, however; this must be agreed with us prior to you shipping. We will then supply you with the correct item as soon as possible. If you are within the UK and this has happened, please contact us and a prepaid returns label will be sent to you. We kindly ask international customers to please contact us before taking any further action.
Once we have received your return back in store, we will process it as soon as possible and refund or exchange as you requested. You will receive an email confirmation once this is complete. Typically when we process a refund for any reason, it can take up to around 5 business days to post to your account. You can usually see this credit on your bank statement within 10 business days of the refund being issued. If you're having trouble locating the credits portion on your statement to confirm if the credit is there, you might want to give your bank or credit card issuer a call. If you paid with Paypal and are expecting a refund, you will receive an email from them. You can also check your Paypal account for more info.
As always, if you have any questions we are on hand to help.