Frequently Asked Questions

Whilst we are mainly an online store, but you can come come and visit us at;

Mounthope Byre
East Heddon
Heddon on the Wall
Newcastle Upon Tyne
NE15 0HE

Please contact us beforehand just to make sure that we are there.

All of our Second Skin riding tights (the navy especially) and children’s second skin and matching base layers, come up quite small so we do advise to buy the size up however our other items are quite true to size and are as shown below.

XS- 6-8

S- 8-10

M-10-12

L- 12-14

XL- 14-16

XXL- 16-18

If you have any further inquiries regarding sizing please don’t hesitate to email us via info@ardreasonequestrian.com we aim to get back to you ASAP!

We ship Worldwide via Royal Mail postal services

Orders to the UK will be sent via Royal Mail. We aim to process your order within two working days, however during sales and Christmas period, this may be longer. At peak times Royal Mail can be delayed with their service. Orders over £80 qualify for free postage £80 and under will be charged at £4.00 postage terms and prices are subject to change should costs increase. For International shipping the process time will remain the same however delivery will take longer than the usual service and may differ depending on the courier service used. For UK deliveries Royal Mail usually take 1-2 days and for international 5-7 days this is out of our control, so if delayed please contact Royal mail with tracking number we provide you. Thank you

To maintain detailing such as foil transfers, diamonds and crystal strips, vibrant colours etc, it is very important to take notice to the care label inside your garments.

We have put together a list of how to wash your products

1 – Turn your garment inside out

2 – Only wash with similar coloured items

3 – Avoid fabric softener

4 – Don’t use detergents containing bleach on any coloured garments other than white

5 – Wash on either a cold or delicate 30c wash

6 – Don’t tumble dry

To exchange an item drop us an email at exchanges@ardreasonequestrian.com and let us know what item from your order you would like to exchange. You have 14 days from your delivery date to make an exchange.

Once we receive your original item(s) in their original packaging, we will send out your new item(s) and email you your new tracking number.

We have a 14 day return policy, which means you have 14 days to return your item after you have received it. Please note underwear items are non returnable. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags in tact and original packaging, you must also have proof of purchase. Please note all items are checked before dispatch so any deliberate damage to items will not qualify for a refund or exchange. We do not cover the cost of return postage however we would recommend you use a tracked postal service as this will ensure receipt of your return. We are able to facilitate exchange on full price items where stock is available, however the quickest way to ensure you receive the product would be to purchase and return the original for a refund. Sales items can be returned for refund to the value of purchase only. Returns must be sent to :ARD REASON Equestrian, Mounthope Byre, East Heddon, Heddon on the wall, Newcastle Upon Tyne NE150HE Please ensure you return your order with a printout of your invoice, to enable us to recognize and process the item you are returning.

Damages and issues

All items are inspected before dispatch however please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, this way we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Please can you make us aware of the return by email at exchanges@ardreasonequestrian.com this helps us track the process of the item(s) return.

Thank you

In the event that we fail to meet our high customer service standards, please do not hesitate to contact us via email or by post to

ARD REASON Equestrian

Mounthope Byre

East Heddon

Heddon on the wall

Newcastle Upon Tyne

NE150HE

info@ardreasonequestrian.com

We aim to acknowledge your communication and start our investigation within 5 working days of receipt. We will do our very best to deal with your complaint as soon as possible and make every effort to reach a satisfactory conclusion on your behalf in order to retain your valued custom.

What are they and how can you avoid them?

Unfortunately material bobbles are inevitable on most kinds of clothing.

They can be caused by sweat, grease, dirt, surface abrasion or harsh washing chemicals. We recommend following washing guide lines on the clothing. This will help maintain the quality of the product. Material bobbles are inevitable over time. However once they occur, you can buy fabric combs or fabric razors to help remove them.