Terms & Conditions

Some Customer Service advice

We are committed to ensure every order we receive is processed and despatched with utmost care and efficiency. Although our on-line service is a new concept for us, we have been a large successful Equestrian retail business for 10 years and realise the importance of customer service. When you have used our service, we hope you'll agree.

You have a choice of ways to order through our secure website! We feel our new website is wonderful, easy to use and fast, considering the amount of products that will be on it. We will do our best to get the items of your choice to you as soon as possible.

You can browse through each of the sections and sub-sections of the site or use the quick search method. Lots of thought has gone into the site by asking our customers what they would like to see in a website for ease of ordering.

Don't forget our Special Offers area; it will contain some huge bargains! Don't miss out.

The items you have chosen will be added to your Shopping Trolley. To check your purchase at any time click on the trolley icon to check which item you have selected and then submit your order.

For customer service reasons, we may also restrict the products available on the website to those which are currently in stock.

Credit or Debit cards

When using PayPal your security is of paramount importance to us. Remember your card will only be charged for the items that we are able to send you at the time your order is processed.

Part Orders

Please note: Where you place a multi product order; if only part of the order is available unless notified we will only send those items and cancel the remaining part of the order.

Delivery and Handling

Delivery if required will be by our courier, so a charge will be added to your account on your order (See delivery prices). We will also include a tracking service and delivery number which you can use to contact our courier regarding date of dispatch. Orders placed for next working day delivery must be received by midday of order date. Orders collected from our store incur no handling charges; goods reserved on the website will be held for collection within two working days; thereafter the goods will be returned to stock.

Delivery charge

Our delivery charges are for UK mainland only. All other destinations are subject to a postal quote.

Returns

Please return your goods to:

Thomas Irving Ltd, Dunston Road, Sheepbridge, Chesterfield, Derbyshire. S41 9QD.

Price changes

Whilst every effort will be made to maintain the prices indicated, it may not always be possible. Therefore we reserve the right to discontinue any items from this list and change prices when necessary.

Value Added Tax

Prices shown include VAT of 17.5% where applicable, new VAT prices will come into effect in Jan 2011.

Thomas Irving reserve the right to alter prices shown in any event of a change of VAT levels.

Quality control/Customer Service

For training purposes, some calls may be monitored.

First orders

We require your full postal address and a land line number, to enable us to contact you if necessary.

Privacy policy

The information you give on-line will be held by Thomas Irving Ltd, and will be in accordance with the Data Protection Act for the purpose of order processing, account administration, statistical, or business analysis, This information could be used by a third part who may wish to contact you in the future regarding sales of related products.

All of our customers can talk to us on SKYPE!

We have customers from all over the world and Thomas Irving's staff enjoy speaking to you when you visit us at the store. Now we can welcome you to our on-line store and answer your questions on Skype, via email or by telephone.

Import Taxes

Please ensure that you contact your local customs office in the country of your delivery to confirm whether or not you may be liable to local import taxes, duty and Vat (or the equivalent). When your products arrive from Thomas Irving United Kingdom, you or your agent is liable for payment of all import duties and taxes.

Returns policy online

To ensure you are refunded the total cost for the product and the original postage cost you must contact us on returns@thomasirving.co.uk within 7 working days (not including weekends or public holidays) after the day your order was received. Any additional postage cost will not be refunded. You will be responsible for the cost of returning the items to us and must take good care of the goods; we will only accept goods for exchange or refund if they are sent back in the order they were sent.

Please note: No returns on earrings.

Not happy with the quality of a purchase or damaged goods

Please cease to use the product and return the item immediately for our inspection; if the fault is quite easily acknowledged by Thomas Irving, a refund or exchange will be given. If however we need a third party (the manufacturer) to see the product, this will take a little more time and we will endeavour to deal with your complaint as quickly as possible.