Telephone us on +44 (0)191 6408774
+44 (0)191 6408774
Email us at enquiries@equusit.co.uk

Customer Service

We pride ourselves on our customer service. We are a small company and each and every order and customer are valued. This is some basic infomation that might help you, however you are always welcome to get in touch  and we'll answer your questions as efficiently as possible.


Shipping, Delivery and our Waiting List

Very nearly all of our products are handmade to order and made to measure - that is the item you order will be indivdually hand made, from scratch, to your specific requirements by our craftsmen. This helps us to make sure that you receive your goods exactly as you want them in the best possible condition, as they will not have been damaged whilst in stock. It also means we are able to provide you with a far wider range of colours, widths, thread colours and lengths than we would be able to hold in stock. There are currently over 1 million possible permutations of just the West End belt! However this does of course mean that it takes a little longer for your order to arrive than if it had been made in a factory by the thousand. As a result of the choice and quality we offer there is a lot of demand for our work and we operate a waiting list to manage this demand.

Our waiting list is approximately 4 weeks from the date of order, however we do always try to beat this. The exception to this is our Lined & Raised belts, Headcollars, Wallets and Watch Straps which take around 8-10 weeks due to their complex design. Please do bear in mind at busy times it can take us a little while to work through our order book and our emphasis is always quality not speed. We will keep you informed of delivery dates and progress, particularly if we have any delays. Please do let us know via email or in the "Notes" box available in the checkout process if you need your item in a hurry for any particular reason (ie birthday presents etc) and we will always do our best to help if at all possible. Please also bear in mind that international orders can take 4-12 days in transit!

We are happy to ship your order to you wherever you are in the world. We use Royal Mail First Class Signed For Delivery within the UK to help ensure the safety of our goods in transit. Cost is dependent on weight and is calculated individually per order, however the table below gives you an idea of price. The cost of international shipping is detailed below but again is calculated by order weight. Our International mail is sent by Royal Mail International Signed For which takes 5 to 10 days in transit to non EU address. Additionally the website gives you the alternative of DHL courier shipping should you prefer a faster shipping method upon completion of your order.
 
UK (All weights): £5.40 (inc VAT)  
EU (0-600g): £12.000 (inc VAT)   EU (601g+): £15.00 (inc VAT)
Outside EU (0-300g): £12.45 (No VAT)    Outside EU (301g-600g): £15.00 (No VAT)     Outside EU (601g+) £18.00 (No VAT)
 
 
Privacy & Security
 
We do not share your contact details with a third party and will under no circumstances sell on your details to a third party. Please see our full Privacy Policy here for full details. All areas of the wesbite that deal with personal information are protected by SSL encryption and we do not store any credit details. 
 
Returns & Replacements
 
We will exchange or alter as appropriate all items bought from us due to the incorrect sizing of any of our items, with the exception of special commissions. We would ask that you return the item that does not fit within 7 days of receipt in an unworn, unmarked condition and that you contact us before you return the item to get a return number. We do not accept unauthorised returns and we ask, for your own peace of mind, that you send the item by recorded delivery as we will not be liable for items lost in transit. In the very unlikely event of a fault in materials or workmanship we will either replace, repair or refund at your choice, but please let us know before sending goods back.
 
Ordering
 
This website will allow you to order any of our "standard" bespoke products and from our small selection of ready to wear items. If you want a truely custom piece, you'd like something not on the website or you'd like help with options, sizes etc we're here to help. Our contact details are here .
 
Payment, Pricing & Promotions
 
Our website accepts payment by debit or credit card and also by PayPal. We also accept payments by telephone, by cheque drawn on a Sterling account or a bank transfer in Sterling. We often have sales and publicise these on social media. We also have permanent coupons for some of the forums and blogs we have developed relationships with. Very often the sales and coupons can be used together to give an even greater discount. Where a Free Shipping promotion occurs, this applies to our standard Royal Mail shipping options and NOT for courier options (either DHL or ParcelForce). You must choose the 'Free Shipping' option when you check out. If you wish to upgrade to a courier delivery please contact us.
 
Viewing Orders
 
If you ordered via the website, your order history is all available here once you've logged in. 
 
In Order Book - This means that your order and payment have been accepted through the website and you have your place in the Order Book. Your order will work its way up the queue as every item is made in the order in which we receive it. You are able to make changes to your order when it is still in this state.
 
In Workshop - This means that your order has been put forward to the workshop list for making. It usually takes 10 days from being placed on the list to being parcelled and ready for dispatch. Each item is individually measured and checked before being released for shipping. You can no longer make changes to your order once it has been put forward to the workshop. 
 
Complete - This means your order is finished and has left us via whichever delivery option you choose at check out. You will have received a shipping notification email with your tracking number (if applicable).

Updating Account Information

You can update all of the information we hold via your account on this website. If you want to amend the delivery address for a current order you should also let us know by email to ensure we know - not all our systems are integrated with the website.