GET £10 OFF YOUR FIRST SUBSCRIPTION BOX CLAIM OFFER

Shipping and Returns Policy

REFUNDS

Refunds are issued under specific circumstances, including when a box is faulty, damaged, or missing. We regret that we cannot provide refunds for boxes that do not meet individual preferences. If you believe that your situation falls within the criteria for a refund, please initiate a refund request by notifying us in writing at contact@forelockandfringe.co.uk. To be eligible for a refund, you must inform us within 72 hours of receiving your box. Please be prepared to provide photographs of the contents, both inside and outside the box, as part of the refund request process. We review each request on an individual basis and may request that you return the product and/or the entire box to us after receiving the requested photos. When returning the box, please ensure you obtain proof of postage, as we are unable to issue refunds if we do not receive the returned goods. Your satisfaction is important to us, and we aim to address any issues promptly and fairly based on the circumstances of each case. 

EXCHANGES

UK Members

We offer free exchanges for horse & rider clothing items due to sizing issues (We can also accommodate exchanges for colours in some situations) within 14 days of you receiving your order. However, please note that we can only process exchanges for different sizing or colour based on our stock availability, as we are not a traditional shop and do not maintain excess inventory. Therefore, exchanges are subject to the availability of the desired item, and we cannot guarantee exchanges for the exact same colour or style, especially if various colours and styles are sent out to members. 

Please note we are able to offer exchanges for different colour/sizing for horse & rider clothing items only. Regrettably we are unable to exchange any other items within your box. In cases where sizing/colour preferences have been initially inputted incorrectly, we are able to offer one free exchange, and we will assist you in updating your subscription to ensure correct preferences. However, if subsequent sizing/colour adjustments are not made correctly, we are unable to offer further free exchanges until this has been amended. We recommend contacting us as soon as possible to increase the likelihood of having stock availability. Please be aware that in situations where we have completely sold out of our boxes, we regretfully cannot offer exchanges

If you wish to request an exchange, kindly notify us in writing at contact@forelockandfringe.co.uk and we can check our available stock and will provide you access to our returns portal. To be eligible for an exchange, you must notify us and ensure that we receive the item within 14 days of you receiving your box.

We provide Royal Mail returns labels or QR code free of charge, Royal Mail also offer a free collection service to most UK locations if you are unable to access a post office location. Once you have received your free label you can follow this link to organise a free Royal Mail collection from your property. – https://send.royalmail.com/collect/youritems

USA & International Members

We are pleased to offer free international exchanges for horse & rider clothing items due to sizing issues only. Regrettably we are unable to offer free exchanges based on colour preferences. To be eligible for an exchange you must contact us within 14 days of you receiving your order. 

Please note we are able to offer exchanges for different sizing for horse & rider clothing items only. Regrettably we are unable to exchange any other items within your box. In cases where sizing preferences have been initially inputted incorrectly, we are unable to offer a free exchange, but we will assist you in updating your subscription to ensure correct preferences. However, if subsequent sizing adjustments are not made correctly, we are unable to offer free exchanges until this has been amended.

Please note that we can only process exchanges for different sizing based on our stock availability, as we are not a traditional shop and do not maintain excess inventory. Therefore, exchanges are subject to the availability of the desired item, and we cannot guarantee exchanges for the exact same colour or style, especially if various colours and styles are sent out to members. We recommend contacting us as soon as possible to increase the likelihood of having stock availability. Please be aware that in situations where we have completely sold out of our boxes, we regretfully cannot offer exchanges.

Any new items will be re sent out to you free of charge within your next subscription box with us. If you would prefer to have this shipped sooner

If you wish to request an exchange, kindly notify us in writing at contact@forelockandfringe.co.uk. To be eligible for an exchange, you must notify us and ensure that we receive the item within 30 days of you receiving your box unless otherwise specified.

Details for exchanges

When returning the item, it is essential to obtain a proof of postage receipt, which should be provided to Forelock and Fringe upon return. Additionally, please include the exchange form or a handwritten note with your full name, address, and exchange details with the returned item. This information is necessary for us to process the exchange. Without this information we may be unable to process the return. All items must be returned in their original condition, with all packaging and tags intact, and no marks, horse hair, or other signs of wear to qualify for an exchange. If we determine that the item has been used, we will return it to you, and the exchange will not be valid. If an alternative provider is used this cost will not be reimbursed and you must include your order information within your parcel.

Please be aware that we will only send a new item once we have received the original item. It’s advisable to use a tracked service when returning products to ensure that we receive them. If we do not receive the returned item, we cannot process an exchange or refund for a missing item. Your cooperation and adherence to these guidelines are greatly appreciated.

SHIPPING

All subscription boxes are shipped on the 5th of every month. Please allow between 2 – 5 days for delivery in the UK and up to 10 working days for orders outside of the UK. Please allow a little more time for delivery over Bank Holiday weekends, peak trading times and during severe weather warnings. For one off boxes and gift orders, payment for shipping is charged at the standard rate. Any orders placed after 1pm Monday to Thursday will be shipped the next working day. All orders placed after 1pm Friday, or on Saturday and Sunday, will be dispatched on the Monday (Expect for public holidays).

UK (2-5 working days) Royal Mail 48 Tracked | FREE    One off boxes Royal Mail 48 Tracked | £3.30 | Royal Mail 24 Tracked | £5.95 | 1-2 working days for delivery when ordered Mon – Fri. Advent Calendar (Ships in November) | £3.30

Europe Tracked (5-10 working days) | £4.99   One off | £7.99 Advent Calendar (Ships in November) | £15.99

USA & Canada Tracked (5-10 working days) | £8.99   One off | £11.99 Advent Calendar (Ships in November) | £15.99

Rest of world Tracked (10 working days) | £12.99   One off | £15.99 Advent Calendar (Ships in November) | £34.99

Areas we ship to include:

  • UK
  • Europe
  • USA
  • Canada
  • Australia
  • United Arab Emirates
  • Hong Kong

If your country or area is not listed above please contact us at contact@forelockandfringe.co.uk and we can look into shipping to this location!

Shipping prices are calculated at checkout based on order weight. We have weight and size restrictions on orders that we send with our courier, Royal Mail. Any orders that exceed 2KG may be sent in multiple boxes and may arrive to your destination on different dates.

We ship subscription and one-off boxes on the 5th of the month. For example, if you sign up on April 8th, your order is for the May box (shipping on May 5th). If you sign up on April 4th, your order is for the April box (shipping on April 5th). This way, all boxes arrive at a similar time to avoid spoilers.

International shipping does not include VAT or Tax, therefore may be subject to any Import/Export or customs fees in your country, these are your responsibility. Forelock & Fringe is not responsible for any additional fees

RM 48 and 24 are delivery aims and are not guaranteed. Royal Mail advise that this isn’t a guaranteed service, and although they aim for your order to reach you within the delivery times stated, there can are occasions where factors outside of our control can affect delivery.

Please make sure that the shipping address is correct at the time of order & for all further renewals. If you have given us an incomplete address, the wrong address, or if you are not in when delivered, your order is unlikely to arrive on time and may be returned to sender. If you notice after your order has renewed that your address is incorrect you must contacted us immediately. We are not responsible for any incorrect or incomplete addresses.

Advent calendars are shipped via a tracked service in November only and we will ensure they are with you in time for December 1st. Due to the size and weight these are shipped separately and may arrive separately depending on which batch they are shipped in. Any problems please contact us at contact@forelockandfringe.co.uk.

ORDER AMENDMENTS

We understand that there may be instances when you need to make changes to your order, whether it’s updating your address or adjusting your preferences. To facilitate this, we provide a 30-minute window for order amendments, beginning from the moment you place your order or after your subscription renews. While we make every effort to accommodate these changes, please bear in mind that our primary focus is the efficient packing and shipping of your order. Consequently, there may be situations where we are unable to implement requested changes within this 30-minute timeframe.

It’s crucial to note that we cannot assume responsibility for parcels shipped to incorrect addresses or for sizing preferences that have been altered after your renewal is processed, should you fail to contact us within our 30-minute amendment window. Once an order or renewal is processed, the information provided on the order regarding the address and preferences will determine where the shipment is sent and the sizes included in your order. We cannot be held responsible for changes made after this point.

For any order amendments, please promptly contact us via email at contact@forelockandfringe.co.uk, and we will make every effort to assist you. Your satisfaction is our priority, and we will endeavor to find the most suitable solution for your requirements.

FAULTY GOODS POLICY

Our returns and faulty goods policy requires customers to report any issues with received items within 30 days of delivery for eligibility for an exchange, following the 30-day period, we cannot replace. In the event of a faulty item, customers must provide photos for our team’s assessment which will be assesed on a case-by-case basis, and we may seek a second opinion from the manufacturer who may request the item for inspection. If confirmed as faulty, we will issue a pre-paid label for return and aim to exchange the item. However, if damage is attributed to general wear and tear, no replacement will be offered, and the item will be returned to the customer. Return shipping costs for faulty items are covered, but customers are responsible for such costs in wear-and-tear situations. Our commitment is to address faults promptly and transparently, ensuring customer satisfaction wherever possible.

CONTACT INFORMATION 

If you have any questions or need assistance with your shipping or exchange, please contact our customer support team at contact@forelockandfringe.co.uk.

CHANGES TO THIS POLICY

Forelock & Fringe reserves the right to modify this policy at any time. Any changes will be effective immediately upon posting on our website. By making a purchase from Forelock and Fringe Ltd, you acknowledge that you have read and agreed to this 14-day returns policy