Frequently Asked Questions
How Fast is Delivery?
We understand how important quick delivery is to our customers, so we strive to dispatch all orders as quickly as we can - the vast majority of orders leave us within 24 hours by next day courier. Occasionally this may not be possible though, so if there is going to be any sort of delay to your order we'll let you know as quickly as we can.
Are my Personal Details and Payment Details Safe?
Absolutely! We operate using secure Worldpay payment systems, meaning we don't store and can't access your card details at all. All Credit and Debit card payments are made over the Worldpay server, so you can shop with the confidence of using one of the World's leading secure payment providers. Alternatively if you choose to check-out with Paypal, this is just as secure.
Can I Return my Item for Refund or Exchange, even if it's not Faulty?
Absolutely! We understand that Shopping Online can involve a bit of risk and we do everything that we can to help you shop with confidence. So within the first three months of receiving your order, you change your mind and want an exchange or a refund, we're happy to help. Simply return the item to us at the following address:
Returns, Hope Valley Ltd, Greenacres, Nether Booth, Edale, Hope Valley, Derbyshire, S33 7ZH, UK
Please ensure you include your original order details, your contact details, and whether you would like a return or an exchange. As long as your item is in it's original condition then we'll be able to process your refund or exchange fast! The only exceptions to this are Safety Wear (Body Protectors and Riding Hats) and Bits which we are unfortunately unable to accept.
For Exchanges, please include a cheque to cover the cost of the outbound postage, payable to Hope Valley Saddlery. Alternatively, we can contact you by 'phone in order to take payment by credit or debit card once we have received your return. Exchanges are subject to stock availability.
If you have any queries regarding your return, please E-Mail email@example.com
I think I've received a faulty or Incorrect item...what do I do now?
Although Hope Valley prides itself on stocking strong, reliable and hard wearing Brands, occasionally, faulty items do slip through the net. We're disappointed when this happens and work hard to put things right! If you do receive an incorrect or faulty item, please contact us on 01433 670 375, or e-mail firstname.lastname@example.org . We may need the item back from you to verify the fault prior to dispatching a replacement or providing a refund, but once the fault is verified we will cover the postage costs of this.
Can I Return Faulty Items I bought at a Show on one of your Trade Stands?
Absolutely. Please contact us on 01433 670 375 or e-mail email@example.com to let us know what the problem is. Please ensure you have proof of purchase prior to returning any goods. In most cases if an item is faulty we can arrange a collection or we may provide a Freepost label to return the item(s) free of charge.
We have a fair and flexible returns policy for items purchased in the Shops. Please call either Beaver Hall (01538 304 230, firstname.lastname@example.org) or Somerford Park (01260 272 965, email@example.com) if you have any queries.
Can I return items to the Shops?
Orders purchased online may also be dropped off at the Shops for return to the Warehouse for processing, however please be aware that on the spot exchanges or refunds may not be possible.
Please remember to provide proof of purchase (a receipt or an online order confirmation) when you return an item to one of our Shops.
Are your prices the Same Instore as Online?
Not necessarily - although the vast majority of products are priced the same Online and instore, however this is not the case for every product.
How can I make sure I never miss your special offers?
Easy! You can sign up to our Mailing List through this link.
Do you have a Shop in Derbyshire?
Although our Head Office and Mail Order warehouse are both based in the Hope Valley, we do not have a Shop at this location. So, while it's fine for customers to come in and pick up specific items by previous arrangement, we don't have any browsing or shopping facilities on site.
Can I Collect my Order?
Absolutely. If you've placed an order with us, or want to, and wish to collect it from our Warehouse, please get in touch with our team. We'll make sure your order is ready to collect when you want to pick it up. However please ensure that you do contact us first in order to avoid disappointment.
I'm not sure Which Size to Order?
The Size Guide section of our Website gives a great deal of guidance on sizing, so please check there first. However, if you're still unsure which size to order, please contact us at firstname.lastname@example.org or call our team on 01433 670 375. Individual products also often have their own size guides on the product pages.