Returns
Which courier do we use?
We use DHL to deliver our parcels.
How much will you pay for delivery of your order?
Orders totalling £150.00 and over will be delivered free of charge. Orders totalling between £75.00 - £149.99 will be subject to a delivery charge of £2.95. Orders totalling less than £75.00 will be subject to a delivery charge of £5.95.
Where in the world do we deliver?
We currently offer delivery of items to customers within the UK only.
We will be launching European and Worldwide delivery in due course and these Terms & Conditions will be updated to incorporate the charges and terms relating to this as and when necessary.
How quickly will you receive your parcel?
Orders received before 12pm will be processed the same day and will normally be delivered the following day (excluding weekends and Bank Holidays).
What should you do if you do not receive your parcel?
Whilst every endeavour is made to ensure your order is delivered to you within the specified timeframe, there may be rare circumstances in which your parcel is delayed. In the unlikely event that your order does not arrive within the specified timeframe, please contact us at sales@equitogs.com or on 01403 786 021 to alert us of the delay so that we may liaise with our courier to resolve the issue for you. Please note that deliveries will be made Monday to Friday (excluding Bank Holidays).
Can I return my item(s) if I no longer want my order?
We hope you will love your purchases from us. However, if you wish to return any item purchased, you can return it to us for a refund in line with our Terms & Conditions.
Who is responsible for the postage costs to return an item to us?
We provide an easy and straightforward returns procedure on orders to the UK Mainland through DHL Service Point or Courier Pick Up. To see if one is available in your area, please visit DHL Express Service Point | Find Your Nearest DHL Drop Off Point
If you are returning your item(s) for a full or partial refund, then we will deduct £3.95 from the amount refunded as payment for the postage label used.
Can you detail your returns procedure?
To submit a return request:
1. Click on the link below
https://equitogs.returns.dhlexpresscommerce.com/
2. Enter the relevant details
- In the order field, enter your original order number
- In the email field, enter the email address used to complete your order
3. Select the item you wish to return
- Select the reason for return in the dropdown menu
- Enter the quantity of items
4. Enter the package dimensions, including weight and select quantity of parcels for return.
5. Confirm the sender address
7. Select your return method
- Courier pickup - please select the date that you would like your parcel collected.
- Drop off - use the link to find your nearest DHL Service Point Location.
6. Generate label and attach to parcel
7. Drop parcel off at nearest location or give to courier on the date selected for pick up.
If you are unable to access this option, then you are welcome to return the order using your own shipping method.
When will you receive your refund on a returned item?
We will endeavour to process your refund within 7 days of our receipt of the returned item. However, during busy times, this may take up to 14 days. Refunds will be issued to the original method of payment. Please note that the original postage cost (if applicable) will not be refunded.
What happens if an item you have received is faulty?
Should you feel that an item you have received is faulty, please do not use the item and contact us as soon as possible at sales@equitogs.com or on 01403 786 021 to alert us so that we can do our best to resolve the issue quickly for you.
What happens if you receive an incorrect item?
In the unlikely event that you receive an incorrect item, please notify us by email at sales@equitogs.com as soon as possible and within 14 days of the day after your delivery was made and we will arrange for the issue to be resolved. In this case, we will cover any reasonable postage costs to correct our error.