Delivery & returns

We aim to ship ‘in stock’ products within 1-2 business days. If you need an item urgently, contact us and we'll do what we can to get it to you when you need it.

Out of stock products

Where an item is not in stock this is flagged up on the product page and again on the basket overview at checkout. The typical order lead-time is 2-4 weeks depending on the brand involved. If we expect the delay to be longer, we'll let you know giving you the option to cancel.

Where part of your order is out of stock we'll hold shipment until all the items have come in, unless you specifically request otherwise. 

UK Delivery (including Channel Islands)

Our charges & shipping methods are:

  • Orders up to £25: £2.95, normally sent Royal Mail 1st Class
  • Orders over £25: £5.95, sent via our award-winning next-day courier, DPD Local (formerly Interlink Express). Their Predict service will text or email you on the morning of delivery with a one hour delivery slot. These also provide a facility to reschedule the delivery, redirect to a neighbour, or instruct the driver to leave in a safe place or a local collection point.
  • Orders over £100: free, sent via our award-winning next day courier as above

International shipments

We're happy to ship to international destinations. Charges are:

European destinations 

  • Orders up to £25: £5.95, normally sent Royal Mail
  • Orders over £25: £14.95, normally sent tracked via DPD, or occasionally Royal Mail Recorded Delivery

Overseas destinations (N America, Australia, Middle East, etc):

  • Orders up to £25: £5.95, normally sent Royal Mail
  • Orders over £25: £14.95, normally sent via UPS Express
  • Orders over £250: free, normally sent via UPS Express

VAT on international orders:

  • Orders sent within the EU: VAT at 20% is included
  • Shipments to destinations outside the EU (including Channel Islands): VAT is not chargeable, but our system charges the same selling prices. In compensation for not deducting the VAT component, our shipping charges for non-EU destinations are heavily subsidised.  For Channel Islands orders we charge standard UK rates, with free shipping over £100.  For overseas orders, charges are again much lower than our cost, with shipping free for orders over £250. 

  • Please note that certain brands prohibit us from shipping to countries where they have a local retailer or distributor:  Where we receive such an order we'll notify you, pointing you to the local source and providing a full refund

     

    Returns, hassle-free

    We'll cheerfully refund or exchange purchased items returned within 14 days, provided they're returned in resaleable condition. (We can't accept cancellation of orders or returns of products that are specially ordered to custom specifications, or are not part of our standard range, unless they're clearly faulty).

    Goods considered faulty must be returned within 90 days of purchase. Upon receipt we will examine them and consult with our supplier where necessary.  If found to be faulty, they will be repaired or replaced at our option.     

    Returns should be sent to: Shadow Horse, 25 Glade Road, Marlow, Bucks SL7 1EA. Please include a note in the parcel providing the order/receipt number & contact details, and indicating the the reasons for the return and the action you wish us to take.  We recommend using Royal Mail, as we have had poor experience with some couriers (notably Hermes).

    Please also ensure the goods are packaged so they won't get damaged, and send them appropriately tracked and insured - we can't accept liability for returns damaged or lost in transit. Please email us at sales@shadowhorse.co.uk when the return has shipped giving tracking details, so we know to expect it. 

    We regret we're unable to refund return postage charges, however exchanges will be shipped back to you free of charge.

     

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