Frequently Asked Questions

1)        My country is not listed in the postage options?

Please contact us through the ‘Contact Us’ page identifying your country and we will respond to your email with a solution.  

2)        My discount code does not work?

To help you identify the correct digits of the discount code, we confirm that the code consists of four capital letters followed by four numbers with no spaces, i.e. ‘ABCD1234’. 

The discount code will only work once on each computer.  If you would like to place further orders using the same discount code, you will need to first delete all cookies on your computer.  Go to your computer’s Control Panel and find Network and Internet settings.  In the Internet Options you will find Browsing History in the General tab.  Please delete browsing history to include deletion of all cookies.   

If your discount code continues to fail, please contact us through the ‘Contact Us’ page and we will assist to find a solution.

3)        I can place items in the shopping basket but I cannot go through to the checkout?

The item you are trying to purchase is likely unavailable at the moment.  Please check on the shopping page to see if the item is showing as ‘out of stock’.   If your problem continues to persist, please contact us through the ‘Contact Us’ page and we will respond to your email with a solution.

4)        There is no postage available for my country of origin?

Please contact us through the ‘Contact Us’ page identifying your country and we will respond to your email with a solution.  

5)        When building a plaque, how do I change the jacket back to a shirt?

When choosing the colour of the Jacket, there is an option labelled ‘none – go to shirt options’.  After selecting this option, the different shirt options will be available.

6)        How long will it take for a money order or cheque to arrive when ordering via the Internet?

We cannot guarantee the arrival time of your money order or cheque as this is dependent on the postal or delivery service used by you.  You will be updated by email upon (i) receipt of your order (ii) once the order starts to be processed and (iii) upon despatch of your order. 

7)        How will I know if my product has been despatched?

You will be updated by email once your order has been despatched.  

8)        How can I find out the status of my order?

You will be updated by email upon (i) receipt of your order (ii) once the order starts to be processed and (iii) upon despatch of your order.

Also, you will have the option to open an account during the ordering process and once you have an account, you can log-in to check the status of your order at any time. 

9)        My horse’s name contains a symbol which I can’t input into the horse’s name field.

Please type the name of your horse the way you would like it to appear in the ‘add comments about your order’ box.  This box will be available during checkout.