Delivery & Returns

CURRENT LEAD TIMES

We try to keep all items in stock ready for prompt despatch, & to maintain the prices, but unforeseen circumstances may sometimes necessitate delays & product or price alterations. If you do not give a hair/leather colour preference, we will normally send the first colour choice listed. Please telephone or email to confirm availability.

• Plans: In Stock
• Tools: In Stock
• Timber Kits: Usually in Stock. Max 1 – 2 Weeks
• Accessory Kits: Within 1 Week
• Super Sets: 3 to 4 Weeks
• Renovation Kits: 3 to 4 weeks. Further lead times may depend upon hair availability at the time of ordering.

We ask that you check your online account regularly for updates; you will also receive an automated email when your order has an alert.

DELIVERY

UK postage is charged at cost and orders are usually dispatched within 2 days of receipt but please allow at least 21 days for delivery before querying non-arrival. We ship by FedEx which means delivery dates are very reliable. It is important to note, although we have an excellent delivery service and time scales; due to the nature of the business at particular times there may be a slight delay in products reaching our customers. This is because everything is handmade in our workshops, meaning there are sometimes delays in stock items such as hair and leatherwork. We endeavour to keep you up to date regarding your order – but please be aware standard shipping may vary due to couriers.
Most parcels are sent insured & with guaranteed delivery. Please check the contents of parcels upon receipt. If any item is found to be unsatisfactory for any reason, return it in good order within 14 days for replacement, alteration or refund. (Your statutory rights are unaffected. Full refund will not be made where problems result from incorrect measurements supplied by the customer).

 

RESTORATIONS & HORSE DELIVERY

We always attempt to combine deliveries to share and minimise costs to customers. Price is charged at cost and time. We usually attempt to deliver all horses ourself, only in exceptional circumstances will a courier be used.

Upon delivery any faults or errors must be raised before the driver departs. All return costs are to be covered by the customer, unless the product is faulty. 

OVERSEAS SHIPPING

Wherever possible we try to calculate the correct overseas shipping costs but occasionally we have to ship as cubic volume i.e if it is a large order, in these cases there may be an extra charge to cover the cost of shipping. We will contact you before shipping these items and advise of any additional charge. Also, if you do not select your country when checking out the shipping costs will not apply to the order and we will contact you to let you know how much the shipping will be before your order is despatched.

 

RETURNS

If you wish to return an item, please do so within our 14 Day returns policy. We would recommend contacting us before returning an item either by phone or email in advance before returning a product. If the error is ours, we shall refund your return packaging, however if you have changed your mind or dislike a colour or appearance, a refund will not be given. Please return the full item (including any instructions, nails or bolts) to the following address:

The Rocking Horse Shop, Main Street, Fangfoss, York, YO41 5JH, ENGLAND

We reserve the right to charge a restocking fee on products returned which are not defective, up to 25% of the original price paid.

All return costs are to be covered by the customer, unless fault lies with The Rocking Horse Shop. 

 

BESPOKE ITEMS

We are happy to make you bespoke items, however these are non-refundable unless, except in the case of a manufacturing fault. For all bespoke items, including renovation kits, items are made to the measurements provided by the customer and we can not accept fault for any errors from the measurements of your horse. We will always endeavour to help you to resolve any issues, please email info@rockinghorse.co.uk within the standard 14 day policy.

 

IMAGES

Images shown on the website and catalogue to detail products, are representative only. Colour, design and finish can vary depending upon stock availability. We would kindly remind you, that hair is a natural product and guaranteeing a complete colour match will not be possible. Due to Toy Safety Rules; all our leather is bark tanned; therefore colour can vary from batch to batch. 

In terms of restorations and finished horse, the design and copyright of the horse structure, imagery and appearance remain the property and ownership of the Rocking Horse Shop. Throughout production, images will be shared on our social media pages but no identification will be made to ownership. Upon completion, most horses will be photographed by our marketing team, images will be used for marketing and promotional purposes and remain the ownership of The Rocking Horse Shop, these image will be shared with the new owner and part of the image trail of the production of the horse.