We understand that when shopping online, things don’t always work out. Whether you need a different size, the colour isn’t quite right, or you’ve simply changed your mind, our Returns & Exchanges Policy is designed to give you flexibility and peace of mind.
How to Return an Item
You have two options when returning items to us:
Option 1: DPD Returns Portal (Mainland UK Only)
DPD Returns Portal – Click Here
Our DPD Returns Portal provides a pre-set returns label costing £4.99 - this is deducted off your refund when the item is returned to us.
This service is only available for customers in Mainland UK
Simply package your item up safely and securely, include a note inside the parcel with your contact details and follow the instructions on the portal to generate your label and drop the parcel at a DPD location
Please keep hold of your tracking number until your return has been processed in case of any issues with delivery
Option 2: Use Your Own Courier
You may return items using any courier or postal service of your choice
Return costs are the responsibility of the customer & we strongly recommend using a tracked and insured service
Please keep hold of your proof of postage and tracking number, as we cannot be responsible for parcels lost in transit
All returns should be sent to:
Returns Department
Hope Valley Saddlery
Rockhead House
Staden Lane
Buxton
SK17 9RZ
Important: What to Include Inside Your Parcel
It is essential that you include a clear covering note inside your return. Please include all of the following information:
Your original order number
Your full name
Acontact phone number
Whether you would like a refund or an exchange
If requesting an exchange, please clearly state the item, size, or colour required
Returns without this information may be delayed.
Returns Policy
Items must be returned within 3 months of receipt unused, unsoiled, undamaged, and in a resaleable condition, all of the original tags must still be attached and items must be returned in their original product packaging
Please do not attach postal labels or sellotape directly to product packaging (e.g. footwear boxes, rug bags)
Failure to meet these conditions may result in a deduction from your refund.
Refunds within the statutory period are made in line with the Consumer Contracts Regulations.
Return costs are the responsibility of the buyer.
Exchanges
Exchanges are subject to stock availability — please check the website for up-to-date stock levels
A standard delivery charge of £4.99 is required to send replacement items, once your return is back with us we will contact you via email with instructions on how to make the payment
Exchange orders stay open for 7 days for the postage to be paid, at which point they are closed and the returned item is refunded.
Please email returns@hopevalleysaddlery.co.uk if you have any queries regarding exchange postage costs.
Incorrect or Faulty Items
If you believe you have received an incorrect, faulty, or missing item, please contact us via email on returns@hopevalleysaddlery.co.uk before returning anything:
Incorrect or missing items must be reported within 3 days of delivery - Please do not return faulty or incorrect items without contacting us first - we will advise you on the next steps before any return is made
Items usually need to be returned for inspection and verification before a refund or replacement can be issued
In many cases, we can provide a FREEPOST label, although this is not guaranteed
Please note:
Replacements or refunds cannot be issued until the fault has been verified
In some cases, the supplier or manufacturer must assess the item, which may take additional time
Other Important Information
Refunds are always issued to the original payment method to minimise fraud
Refunds may take up to 10 working days to appear in your account once processed
If returning items from outside the EU clearly write “RETURNING TO SELLER” on the front of the parcel and use a tracked and insured service to help avoid customs delays
Please monitor your return tracking. If it has been more than 7 working days since delivery and you haven’t heard from us, contact our team and we’ll be happy to help.
Klarna Orders
Due to Klarna’s terms and conditions:
Orders purchased using Klarna cannot be exchanged
These orders can only be returned for a refund, which will be processed back to Klarna for them to update your account