At Kimberley Jade Horse Accessories, we carefully prepare and package every order to make sure it reaches you safely.

We currently deliver within the UK.

Delivery charges will be shown at checkout before you complete your order.

Some of our products are made to order or custom-made, so please allow additional time for these items to be prepared.

The estimated preparation or dispatch time will be provided on the product listing where applicable.

We aim to dispatch orders as soon as reasonably possible, but handmade and custom-made products may take longer than standard stocked items.

If you need your order by a particular date, please contact us before placing your order and we will let you know whether this is possible.

Once your order has been dispatched, it will be passed to the relevant postal or delivery service.

Delivery times are estimates and may be affected by circumstances outside our control, including postal delays, severe weather or other delivery disruptions.

Please make sure that the delivery address you provide when ordering is correct. We cannot be responsible for orders sent to an incorrect address provided by the customer.

If your order does not arrive within the expected timeframe, please contact us so we can help investigate the delivery.

We want you to be happy with your purchase.

For standard, non-personalised products, you may have the right to cancel your order and return the item within the applicable UK consumer cancellation period.

Items should be returned in their original condition and, where possible, in their original packaging.

Please contact us before returning an item so that we can provide the appropriate return information.

Some of our products can be made specifically to your requirements, such as your chosen colours, sizes or other personalised options.

Under UK consumer law, certain custom-made or personalised products may be exempt from the usual right to cancel.

If you have requested a product to be made specifically to your requirements, please make sure that your choices are correct before placing your order.

This does not affect your legal rights if the product is faulty, damaged or not as described.

If your item arrives damaged or you believe there is a fault with your product, please contact us as soon as possible through our contact us page.

Please include your order details and, where possible, photographs of the item and any damage to the packaging.

We will assess the issue and work with you to resolve it in accordance with your legal rights.

If you change your mind about a standard, non-personalised item, please contact us within the applicable cancellation period.

The item should be returned in an appropriate condition. Where permitted by law, you may be responsible for the cost of returning an unwanted item.

Certain items may be excluded from cancellation where they have been personalised, made to your specifications or fall within another applicable legal exception.

Where a refund is due, we will process it using the original payment method where possible.

Refunds will be made within the timeframe required by applicable UK consumer law.

Please note that we cannot provide a refund for an item simply because you have changed your mind where the item is a custom-made or personalised product that is legally exempt from the right to cancel.

If you would like to exchange an item, please contact us before returning it.

Exchanges may not be available for custom-made or personalised products.

If you have any questions about delivery, returns or your order, please contact: