Frequently Asked Questions
WHERE CAN I PURCHASE YOUR PRODUCTS?
We are an online retailer based and sell worldwide. We don’t currently sell through shops, retailers or other websites.
HOW DO I BECOME A RETAILER FOR DIABLO EQUESTRIAN?
Thank you for your interest in Diablo Equestrian, unfortunately, we are not currently looking for retailers or stockists. If you would like us to keep your company details on file for future reference, please send an email to firstname.lastname@example.org
DO YOU SELL OTHER BRANDS?
No. We only sell our own Diablo Equestrian products which have been created by riders for riders. We are passionate about design and quality at an affordable price and be assured, as riders ourselves, we have vigorously tested our products.
DO YOU OFFER SPONSORSHIP?
Regretfully, we are not currently looking for any brand ambassadors or sponsored riders at this time. When an opportunity arises, we will post on our social media channels.
DO YOU SHIP ABROAD?
HOW MUCH DOES SHIPPING COST?
Please see our Returns & Delivery page for further details.
On 1st of January 2021, the UK left the EU. What does this mean for our customers? – For our worldwide customers, who are not part of the EU, everything will remain the same. For our customers who are part of the EU – orders will now be subject to tax and duty charges. Below is a brief guide to try to help our customers understand. If you have any queries, please contact us at email@example.com.
How much tax and duty will I be charged?
Tax and duty is charged on order value. De Minimums value is the amount you can spend before receiving tax and duty charges. De Minimums value varies from country to country, so it is recommended to check what this value is with your local tax office.
How do I pay these charges?
Before delivery, customs/your courier will contact you to pay these charges. You will not receive your order without paying these charges. When you place an order with us from outside of the UK, you are agreeing to pay the Tax & Duty charges that are specific to your country. We can not receive a shipment back as ‘Return to Sender’ unless these charges have been cleared. If you choose to not accept the shipment and pay for the charges, your shipment will be destroyed and you will not be entitled to a refund.
What does this mean for returns?
When returning a product to us, you must clearly state on the parcel ‘UK Return – All Tax & Duties Paid’ – Should we receive a return, where this information has not been made clear and taxes & duties have been charged, we will not accept the return and it will be the customers responsibility to clear these charges. Please see our returns policy for more information.
Will my shipping options change?
No, shipping will remain exactly the same. However shipments that previously sent using our DHL European Road service will now be despatched with DHL World Wide Express. Please allow an additional 2 days for shipping time scales while every one is making themselves familiar with the new changes.
HOW DO I ORDER?
When you have made your selection, choose your size, and click ‘Add To Cart’. If you are ready to complete your purchase navigate to the Shopping Cart icon at the top right menu, and select your Delivery service. Then either select ‘Checkout’ to pay via credit card, or choose Paypal, Apple Pay, Google Pay (Coming Soon) or Klarna (Coming Soon), to be led through the checkout process.
HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?
We will notify you by email with dispatch and tracking information when your order has shipped.
WHERE IS MY ORDER CONFIRMATION?
Order confirmation emails are sent automatically after an order is placed. If you use Hotmail or Gmail please check your Junk folder for your confirmation, in case your Settings send it there! If you still cannot locate it, double check the email used for spelling errors.
HOW DO I RETURN AN ITEM?
We understand that you may occasionally wish to return unsuitable items and we are happy to help you select a replacement item or we can offer a full refund if required and within our T’s and C’s. Click on the link at the bottom of the page to view our Returns and Refunds info. Send us an email to firstname.lastname@example.org to confirm the order status. Then simply print the Returns/Exchanges Form which is in a PDF file and enclose with your items. Post to the address on the form.
CAN I CANCEL OR AMEND AN ORDER?
Yes as long as it hasn’t been despatched. Please contact us immediately and we will arrange this for you but please note there is only a very small window of opportunity to do this. If the item has already been despatched, unfortunately we are unable to cancel/amend the order.
ERRORS WITH MY ORDER
If you think there is an error with your order or an item is missing, please check the dispatch note sent with your order then email us asap at email@example.com
SALES AND REDUCED TO CLEAR PURCHASES
All sale and discounted items are non refundable
BLACK FRIDAY AND OTHER SALES
Sales made during our Black Friday Sale and any other sale applying a relevant discount code are eligible for exchange only. Items may be exchanged within 14 days of receipt of delivery for a different size or goods to the same value as the purchase price.
Due to high volumes, if the discount code has not been applied during checkout, unfortunately this cannot be rectified after the fact. Furthermore, if any changes to the order are required, please contact us IMMEDIATELY as there is only a very small window of opportunity before orders are processed and dispatched.
HOW DO THE CLOTHES FIT?
We offer detailed descriptions for each product and how each item fits. It will say in the product description if the sizes vary from the norm and if they do, we will make recommendations to size up or down depending on the tailoring and fit. We also try to indicate the size the model is wearing and her usual size to help you gauge the fit yourself. Any queries, please email and we will be happy to help.
COLOURS AND PRODUCT PHOTOGRAPHS
We have taken great care to ensure that the product photos on our website are presented as accurately as possible. However colour clarity will depend upon your own personal monitor or screen. Social media posts and customer photos may differ slightly in colour from the actual products.
We have made sure that all of our product designs have been vigorously tested by riders and have selected the best fabrics for the job, however please take care with your technical products to avoid contact with abrasive items such as velcro as this can damage the soft micro fabric. Synthetic saddles can cause friction with soft micro fibre breeches/leggings and may result in localised piling (bobbling). Riding without long boots or half chaps can occasionally result in piling from rubbing against stirrup leathers. Piling fabric is not a manufacturing fault and will not affect the performance of the breeches/leggings, therefore refunds or exchanges are not possible.
It is important to note that fabric conditioning products can occasionally affect the printing or trims on items, therefore washing instructions must be followed as no refund can be offered for any resulting defects. Printed and silicone items on our products can be damaged by ironing and direct heat sources. Please refer to the ‘Product Care Guidelines’ included with your purchase or the section titled ‘Caring for your Technical Items’ in the footer below.
If you have any other enquiries or feedback on our service, please don’t hesitate to contact our customer services team at firstname.lastname@example.org, our online contact form. Our are open 9.00am – 5.00 pm Monday to Thursday, and 9.00 am – 4.30 pm Friday, and we are happy to help with any enquiries you may have.