Frequently Asked Questions
We are dedicated to the highest levels of customer service. If you have any queries relating to our products or your order, please do not hesitate to contact us. All of our Customer Service Assistants are riders and horse owners, so there’s always someone knowledgeable to speak to about getting the right products for you and your horse.
If your query relates to an order, please include your order number and any other details you may think are relevant.
We will endeavour to answer your email within 24 hours; however there may be some delay at weekends and Bank Holidays. firstname.lastname@example.org
Customers: Outside of the UK:
+44 1373 228242
Lines are open: Tuesday to Thursday 10am to 6.00pm & Friday to Saturday 10am to 5.00pm.
At all other times please leave a message on the answer phone.
47 Vallis Way
I want to sign up to your newsletter, how do I do it?
You can sign up to the newsletter at the bottom of every page on our website. There is a section where you can sign up to our free newsletter containing special offers and new products or promotions.
Can I unsubscribe to your newsletter?
We’re sorry that you no longer want to receive news about our new products and latest offers. If you’ve just received our newsletter, there is an unsubscribe link on the page, just click on this and you’ll be removed from our mailing list. You can also change your mailing preferences in the Members at the top of the website after you have logged in.
Unsubscribing from our newsletter or un-ticking the contact preferences will not prevent us from sending you important messages about your orders with us. We prepare our newsletters a few days in advance, so you may receive one more after unsubscribing.
If you change your mind and want to start receiving our newsletter again, you can subscribe again.
Totally Tack Ltd maintains the highest levels of security and realise how important it is to you to securely store any information, which you provide.
For your online transaction our web site uses high-level SSL encryption technology, the most advanced security software currently available. You can feel rest assured that we take very seriously the privacy and security of your payment and personal details.
We can accept the following payment methods:
- Visa Debit Card
- Visa Credit Cards
- Maestro cards
- Visa Electron
- American express
We are sorry that you're having problems putting an order through. There are a number of reasons why your card may decline:
There may not be enough funds available on the card, if you believe that you have please contact your bank.
You may have forgotten your Verified by Visa or Mastercard Secure code password(s).
Your bank feels the transaction is outside of your normal spending habits so if you check the account and there is enough money in there please contact your bank.
Payment is charged immediately after security checks from your bank issuer.
If you want something specific you can search by using the search bar at the top of the site, you can then filter down to a more specific product by using the filter menu on the left hand side of the site.
You can browse by category using the drop down menu at the top of the website, once you've selected a category you can then filter down to a more specific product by using the filter menu on the left hand side of the site.
To add an item to your shopping bag, simply select a colour, style and size, then choose the required quantity, and click Add to Bag. When you add an item to your bag, you have the option to go directly to the bag or to continue shopping. You can add as many items to your bag as you like, and you can view your bag at any time by hovering the mouse over the shopping bag link on the top right of the screen.
When you are happy with the contents of your bag, hover over the shopping bag link at the top right of the website and click proceed to checkout this will take you to the secure payment page where you can check out with your card or use your PayPal account.
If you have an account with us you can login to your account at anytime by using the login link at the top of the website. However, if you don’t have an account and wish to make one just click in the login link at the top of any page and you can set up your account there.
On the first secure checkout page you will see your item/s. On this page you can remove item/s from your shopping bag or increase the quantity of your item/s. There is also an area where you can enter your voucher code if you have one.
If you wish at this point you can continue shopping or click on the checkout link on the right hand side, this will take you to the secure personal information page if you are logged in, if you are not it will take you to the login page where you can login, make an account or use the guest check out.
On completing the steps you need to click on the ‘continue to next page’ link, which is where you will be able to enter any delivery information and select your postage.
Ordering through our website is quick, easy and secure, however if you'd prefer to order over the phone then our customer services team would be happy to help you. Please call them on 01373 228242 (or +44 1373 228242 for international) with a list of what you'd like to order and your credit or debit card to hand.
When you have entered and confirmed your payment details on our website, you will be shown the Order Confirmation page that tells you that the order has been successful. This page will provide your order number; please make a note of it in case you need to contact us regarding your order.
You will receive a confirmation email sent to the email address set against your account. This email will be sent to you within a few minutes of the order being placed; if you do not receive this after placing an order, please check your junk email folder. The confirmation email contains the address details and items on the order so you can check that the order is correct.
You can add to your order so long as it hasn't gone to be processed for despatch. You can only do this via emailing email@example.com or phoning us on 01373 228242. You must have your credit or debit card to hand so that we can take the extra payment.
When you are placing an order you can choose to have your order sent to a different address right up until your payment details are entered and confirmed. If you need to change the address on your order after it has been confirmed, please contact customer services on 01373 228242 or email us at firstname.lastname@example.org
Please note for security reasons we may not be able to change the address and we won't be able to change the delivery address once the parcel has been processed for despatch.
All total prices for goods and services at the checkout represent the total, VAT inclusive price payable by the customer for those items, regardless of the address for delivery.
For deliveries to the European Union (EU), this price includes VAT (or VAT equivalent) at the relevant rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU.
Other components of the total price at the checkout, including delivery charge, may vary for each customer.
If you require a VAT receipt for your recent purchase, please contact us by emailing email@example.com.
We offer the best possible delivery rates that we can across the globe:
For UK customers delivery is free on orders over £65.00. For orders under £65.00 there is a delivery charge of £4.50 UK only.
Delivery to the Republic of Ireland £20.00
Delivery to Europe spilt into zones as follows:
Zone 1 £20.00
Belgium, France, Germany, Luxemburg, Netherlands, Rep Of Ireland
Zone 2 £23.00
Austria, Denmark, Switzerland, Liechtenstein
Zone 3 £27.00
Czech Republic, Italy, Slovakia, Spain
Zone 4 £36.00
Estonia, Finland, Hungary, Poland, Portugal, Sweden, Slovenia
Zone 5 £51.00
Bosnia, Bulgaria, Croatia, Greece, Iceland, Latvia, Lithuania, Romania, Serbia, Norway, Montenegro
We deliver to all UK postcodes including BFPO
There are multiple benefits to having an account with us. These include:
- Storing your address details for quicker check out
- Access to a Wish List to save your favourite items for later
- Your bag will be stored so that the items are there the next time you log in
- Your previous orders will be stored in your account
We sell via our online shop and our retail shop, which is at, 47 Vallis way, Frome, Somerset, BA11 3BA
Size guides are shown in the product details page, if there isn't a guide showing and you want help, please contact us by emailing us at firstname.lastname@example.org or telephone us on 01373 228242.
What is your online returns policy (unwanted items)?
How long have I got to return unwanted items?
From the date of despatch you have 30 days to return your unwanted items back to us in a saleable condition. However, you must lets us know within 14 days after receiving your items, you can do this via emailing us at email@example.com or by giving us a call on 01373 228242. Please follow this link for more information.
You should always get proof of postage and tracking information where possible this will let you know when we have received your items.
When unwanted items are returned back to us we need to ensure they are returned in a re-saleable condition. Our expectations mean you've kept all your original packaging and labels and that the item is undamaged and unused.
On receipt of your goods we are happy for you to inspect them but if you try them on or use them then this may affect your rights to returns the goods for a full refund, exchange or credit. We reserve the right to refuse an exchange or refund if the goods aren't in a saleable condition.
We would rather keep the costs down to you in the first instance therefore we are unable to offer a free of charge returns service, so returning items is currently at your own cost.
Returning items via the postal service or carrier
We advise that when returning items back to ourselves you have received proof of the return, as we can't be held responsible for any parcels until we have receipted them back to ourselves.
Arranging a collection:
We can arrange a collection of your items at a charge of £10.00 for UK customers . Please contact firstname.lastname@example.org for a quote for International. Please retain your proof of collection until we have actioned your further request(s)
Returning items in person
You can return items in person to our shop at 47 Vallis way, Frome, Somerset, BA11 3BA.
To avoid delays:
Please ensure you include all the relevant paperwork with your parcel.
We are unable to accept back perishables, personalised items or anything made to order. We also reserve the right to not accept back riding hats and other similar safety products if they are not well packed in such a way that we guarantee that damage has not occurred in transit.
We need to be able to resell items after they have been returned back to us so please take care when parcelling them back to us, the items packaging as well as the products needs to reach us in perfect condition. . Please, therefore do not use external packaging e.g. boot and hat boxes as packaging for the post/courier. These must be placed in a bag or box.For Health and Safety reasons we do not accept back:
- Items which are soiled
- Items, which include human parts, like flakes of skin or hair etc.
- Items which include pet hair, pet saliva etc.
We deem all the above as unreasonable and so will reject your return. You will be responsible for the costs of recovering these items.
Examples of items not accepted back as a return due to poor packaging
If your goods were damaged in transit, we request that you report it to us within 3 days. If goods are visibly damaged on receipt, please sign the delivery stating the damage. Once you have contacted us we will be able to advise you on the next course of action that will get your goods to you asap.
If you are reporting faulty goods within 3-6 months of receipt you maybe entitled to a repair or a replacement. If we can not do either of these we will refund your money but if the products have been used we may deduct a percentage for you benefiting from this use.
Please contact us to establish the best way to deal with the problem
After 6 months of receipt, provided your product is within its warranty period, you are entitled to a warranty repair or replacement.
Please note that the cost of returning these items is the responsibility of the customer.