At Ice Equestrian, we want your shopping experience to be as enjoyable as your time in the saddle. We pride ourselves on the quality of our craftsmanship and the presentation of our collections. We know that sometimes an item might not be quite right, so to make things convenient and easy for you, we have streamlined our process so you can shop with complete confidence. Whether you need help finding the perfect alternative or wish to process a return, we are here to assist you every step of the way.

How to Initiate a Return or Exchange

To start a return, you must contact us within 14 days of the date of purchase.

• WhatsApp: For the fastest and most convenient response, call or message our Business Account at +44 (0) 7777 356 537. This is the easiest way to contact us during our business hours (Monday - Thursday 09:30am - 17:00pm).
• Email: Alternatively, you can reach us at contact@ice-equestrian.com
• Please Note: We are closed on weekends and Public Holidays. We will respond to all messages as soon as we return to the office. Returns cannot be accepted without prior notification within this 14-day window.

Cancellations

Customers have the right to cancel under the Consumer Contract Regulations, in addition to our own Returns Policy. If you wish to cancel your order, please contact us as soon as possible via WhatsApp.

• Before Dispatch: If your order has not yet been packed, we will issue a full refund immediately.
• After Dispatch: Once an order is packed or handed to the courier, we cannot cancel it. You will need to follow the standard returns process once the parcel arrives.

Domestic UK Returns
For your security and ease of tracking, all UK returns must be sent using the pre-printed Royal Mail return label provided in your parcel.

• Flexible Return Options: You can drop your parcel at any Post Office or book a home collection via the Royal Mail website using your label's tracking number.
• Obtaining Proof Of Postage: You must ensure your parcel is scanned to validate your return. Post Office drop-offs require a physical Certificate of Posting receipt, while home collections will generate a digital proof of postage sent directly to your email
• Your Responsibility: Please keep your physical receipt or digital email safe. Without this proof of return, Ice Equestrian cannot be held responsible for items lost in transit.
• Cost: The cost of the return label is £4.95, which will be deducted from your final refund (including orders that originally qualified for free shipping).
• Inside Your Parcel Box: To help us process your refund quickly, please include your original invoice. If you do not have a printer, simply include a handwritten note with your order details which include your Full Name, Order Number, and the Reason for Return/Exchange

Packaging & Condition Requirements
To protect the integrity of our luxury collections, we enforce a strict packaging policy:

• Outer Packaging: Please reuse the original shipping box and protective materials. If the original box is damaged, you must use a sturdy, proper postage box.
• Magnetic & Velvet Box Protection: Our Regal Collection magnetic boxes and luxury velvet cases are part of the product. Do not apply tape, labels, or writing directly onto them. Any damage or marks to this premium packaging will result in a penalty fee deducted from your refund.
• Condition for Refund: All items must be unused, in original condition, with all security tags still intact. Ice Equestrian reserves the right to reject a return if the product is not in the same condition as sent out. If the value of the goods is diminished by handling beyond what is necessary to establish the nature of the items, we reserve the right to deduct that amount from your refund in line with the Consumer Contract Regulations.

Damaged or Faulty Items
Please inspect your order immediately upon arrival.

• Transit Damage: Any items that arrive damaged or incorrect must be reported to us via WhatsApp or email within 48 hours of receipt so we can resolve the issue with our courier.
• Manufacturing Faults: In accordance with the Consumer Rights Act 2015, you have a legal right to a full refund if an item is found to be faulty or not as described within 30 days of receipt. Use of the product beyond established testing constitutes your acceptance of its condition.

International Returns
Customers outside the UK are responsible for arranging their own tracked return shipping.

• Duties & Taxes: Any customs charges or duties incurred by Ice Equestrian upon the return’s arrival in the UK will be deducted from your refund.
• Unclaimed Parcels: Ice Equestrian does not accept responsibility for international orders returned as "unclaimed" due to unpaid customs duties or failure to collect from a local sorting office. Any return shipping fees or surcharges incurred by Ice Equestrian will be deducted from your final refund.

Processing Refunds
Refunds within the statutory period are made in line with the Consumer Contract Regulations. Once your return is inspected and approved, we will process your refund (minus the return postage fee and any applicable packaging penalties) to your original payment method within 7 working days.

This policy is offered in addition to your legal rights as a consumer and does not affect your statutory rights.

Our Commitment to You
While we always strive for perfection, we understand that mistakes can occasionally happen. If there is any issue with your order, please reach out to us immediately—we are here to ensure your Ice Equestrian experience is nothing short of exceptional.

Contact Us:

WhatsApp +44 (0) 7777 356 537
Email info@ice-equestrian.com
Phone +44 (0) 1896 574 207

^{TERMS AND CONDITIONS
Welcome to Ice Equestrian. These general Terms and Conditions (T&Cs), alongside our Privacy Policy, govern the offer and sale of products on our website, www.ice-equestrian.com.}

^{Please read these terms carefully before submitting your order. By placing an order on this website, you agree to be bound by these T&Cs and our Privacy Policy.}

^{TERMS OF ONLINE PRODUCT SALE
By placing an order with Ice Equestrian, you are offering to purchase a product subject to the following conditions. All orders are subject to stock availability and confirmation of the final order price; please note that dispatch times may vary depending on availability. Ice Equestrian Ltd. retains the right to refuse any request or order made by you at our discretion. If your order is accepted, we will notify you via a confirmation email. When placing an order, you undertake that all details provided to us are true and accurate, that you are an authorised user of the payment method used, and that there are sufficient funds to cover the total cost of the goods.}

^{OUR CONTRACT
Upon placing an order, you will receive an acknowledgement email confirming receipt of your request. Please note that this email is an acknowledgement only and does not constitute formal acceptance of your order. A legally binding contract will not be formed until a confirmation email is sent by us stating that the goods you ordered have been dispatched. The contract will relate only to those specific products listed in the dispatch confirmation email.}

^{CANCELLATIONS, RETURNS AND REFUNDS}

^{Customers have the right to cancel under the Consumer Contract Regulations, in addition to our standard Returns Policy. If for any reason you are not completely satisfied with your purchase, items may be returned for a refund within 28 days from the date of sale. It is a requirement to initiate contact with us via WhatsApp or Email within 14 days of the date of purchase. Returns cannot be accepted without prior notification within this 14-day window.}

^{To be eligible for a refund, items must be returned in their original, unused condition with all tags still attached and in the original shipping packaging. Once the returned item arrives at Ice Equestrian and a thorough inspection has been completed, your refund will be processed.}
Important Conditions:

• Presentation Packaging: Our luxury branded magnetic and velvet boxes are an integral part of the product. While these must be returned with your jewellery, they must be in pristine condition. Any damage, marks, or defacing (including tape or writing) to these boxes will result in a penalty fee deducted from your refund to cover the replacement cost.

• Separate Gift Box Purchases: If a gift box was purchased as a standalone item, it is non-returnable and non-refundable.



• Transit Protection: It is essential that items are returned in a sturdy outer postage box to protect the luxury presentation packaging. We recommend reusing our original shipping box.

• Timeframes: If the return is not initiated by the 14th day, or if the item is not received back by the 28th day from the date of sale, the return will be declined.

We understand that mistakes can occasionally happen. If you encounter any issues with your order, please contact us immediately via WhatsApp or Email—we are here to ensure your Ice Equestrian experience is exceptional.

Refunds within the statutory period are made in line with the Consumer Contract Regulations.

^{FAULTY OR WRONG PRODUCTS}

We strive for perfection in every order, but should you receive an incorrect or defective product, we are here to assist. Please inspect all items immediately upon arrival; any incorrect or transit-damaged products must be reported to us via WhatsApp or Email within 48 hours of receipt.

In accordance with the Consumer Rights Act 2015, you have a legal right to a refund or replacement if an item is found to have a genuine manufacturing fault. However, please note:

• Professional Inspection: All items returned as "faulty" undergo a thorough inspection by our team.

• Exclusions from Liability: Ice Equestrian does not accept responsibility for damage caused by accidental breakage, misuse, fair wear and tear, or unauthorised repairs.

• Care Instructions: Refunds or exchanges will not be granted for damage resulting from a failure to follow our specific Product Care Guides (including specific instructions for leatherwork, jewellery, and technical apparel).

• Usage: Use of a product after a fault is discovered constitutes your acceptance of the item's condition.

We may require photographs of the issue to help us evaluate the claim before a return is authorised. If the damage is found to be caused by the customer, we reserve the right to refuse a refund or apply a deduction for diminished value.

^{INTERNATIONAL DELIVERY}

At Ice Equestrian, we provide a premium, fully tracked global delivery service via our trusted partners at DHL and our specialised Express International couriers.

Customs, Duties & International Fees

• USA Standard Shipping: For your convenience, standard orders to the USA are sent DDP (Delivered Duty Paid). Ice Equestrian covers all duties in advance, and this is included in your shipping cost at checkout.

• USA DHL Express: Please note that if you select DHL Express, duties are not paid in advance and remain the responsibility of the purchaser upon arrival.

• EU & Other International Destinations: All other international orders may be subject to local customs duties and taxes. These fees are not included in your Ice Equestrian order and are the sole responsibility of the purchaser.

Refusal of Charges: Ice Equestrian is not liable for orders returned or destroyed due to the non-payment of local duties or the failure to collect a parcel from a local depot. In such cases, any original shipping fees and return surcharges will be deducted from your refund. If a parcel is destroyed by customs due to a refusal of charges, we are unable to issue a refund.

Order Accuracy & Tracking

To ensure a seamless delivery, please provide accurate contact details, including a valid email address and telephone number. Once your order is placed, you will receive an Acknowledgement Email, followed by a Dispatch Confirmation containing your unique tracking information once your parcel has left our facility.

We recommend monitoring your tracking link to ensure a successful delivery. While our express services typically arrive within 2–5 working days after leaving the UK, Ice Equestrian cannot be held responsible for carrier delays once the parcel is in transit. If a parcel is returned to us due to incorrect information provided at checkout, all return costs and incurred fees will be deducted from your final refund.

^{UK SHIPPING}

^{At Ice Equestrian, we provide a range of premium, fully tracked delivery options to ensure your collection arrives with care and efficiency. All of our UK services include enhanced tracking for your peace of mind.}

^{Standard Delivery (Royal Mail Tracked 48): Delivery typically within 2–4 working days. Includes Saturday delivery}

^{Express Delivery (Royal Mail Tracked 24): Delivery aim of the next working day. Includes Saturday delivery}

^{DHL Next Day Express: Premium next-day delivery service with real-time tracking updates.}

^{Next Day Guaranteed (Royal Mail Special Delivery): Guaranteed delivery by 1:00pm the next working day. Includes Saturday delivery}

^{Dispatch Cut-off Times: To ensure the fastest possible delivery, please note our daily dispatch deadlines:}

^{DHL Express: Orders must be placed before 11:00am for same-day dispatch.}

^{Royal Mail Services: Orders must be placed before 1:00pm for same-day dispatch.}

^{Orders placed after these times, or over weekends and Bank Holidays, will be dispatched on the following business day.}

^{Please note that delivery aims are based on working days (Monday–Friday)}

^OTHER
Our browbands are designed as delicate, decorative accessories for your horse’s bridle and should be handled with the care. It is the responsibility of the customer to ensure proper maintenance and handling of these intricate items to preserve their beauty. Please be advised that the loss of crystals through general use is not considered a manufacturing fault; therefore, it is not a valid reason for complaints, refunds, or exchanges. We strive to provide high-quality products and appreciate your cooperation in following our Browband Care and Size Guide to ensure the longevity of your purchase.

^PAYMENT
While we strive for absolute accuracy in all details, descriptions, and prices on our website, errors may occasionally occur.

If we discover an error in the pricing of any goods you have ordered, we will notify you promptly and provide the option to reconfirm your order at the correct price or cancel it. If we are unable to reach you, the order will be treated as cancelled and any payments made will be refunded in full.

All prices are inclusive of VAT (where applicable), with delivery costs clearly displayed and added to the 'Total Cost' at checkout. By placing an order, you confirm that you are over 16 years of age or have obtained parental or guardian consent for the purchase.

^{TERMS OF SALE}
By placing an order with Ice Equestrian, you are offering to purchase a product subject to the following conditions:

• Order Acceptance: All orders are subject to stock availability and confirmation of the final price. Ice Equestrian Ltd. retains the right to refuse any request or order at our discretion. A formal contract is only formed once you receive our dispatch confirmation email.

• Payment & Accuracy: When placing an order, you undertake that all details provided are true and accurate, that you are an authorised user of the payment method, and that sufficient funds are available to cover the cost of the goods.

• Safety & Liability: Ice Equestrian Ltd. is not held responsible for any accidents, injuries, or losses occurring while our products are in use. For your safety, it is essential to inspect all tack and equipment for wear and tear before and after every use.

If you require any advice regarding the fit or care of your products, please contact us via WhatsApp or Email—we are always more than happy to assist you.

Delivery & Shipping

At Ice Equestrian, we understand that receiving your new collection is part of the experience. We strive for excellence in our logistics, aiming for same-day dispatch on all orders. Should an order be placed after our cut-off, it will be prepared with care and dispatched the following business day.

Complimentary Tracked Shipping

We are proud to offer free tracked delivery on qualifying orders worldwide:

• UK: Complimentary on orders over £100
• European Union: Complimentary on orders over £230
• USA, Canada & Middle East: Complimentary on orders over £350
• Australia & NZ: Complimentary on orders over £300
• Asia: Complimentary on orders over £400.00
  
  

DELIVERY FAQ's

Can't find what you are looking for? Please click one of the links below.

Refunds, Returns & Cancellation

^{Refunds, Returns and Cancellation Policy for Ice Equestrian Ltd.}

<sup>We hope you enjoy your new Ice Equestrian product(s) just as much as we enjoyed creating them for you. We do understand, however, that sometimes things don't go as planned. If you change your mind, we will refund the item(s) returned to us in the original condition and not damaged or used within 28 days of the date of purchase. However, you do need to contact us to let us know that you want to return the goods within 14 days of the date on which the goods arrived to you.
Customers have the right to cancel under the Consumer Contract Regulations, in addition to our Returns Policy.
Refunds within the statutory period are made in line with the Consumer Contract Regulations.

Ice Equestrian reserves the right to accept or reject refunds where the product is not in the same condition as sent out. Gift boxes are not eligible for return or refund, as sending out pre-owned packaging undermines our quality standards. Should you wish to return a gift-boxed product, please ensure it is wrapped securely to protect it from damage during transit and to maintain its condition for the purpose of refund evaluation.
Refunds for the product(s) will be paid to the customer after the return arrives at Ice Equestrian and a finished inspection has been completed. You will be reimbursed in the same way that the purchase was made. It can take up to 7 working days to initiate a refund; however, we do try to do this as quickly as possible. Reduced-price and clearance items cannot be returned as outlined in Ice Equestrian's return terms.

Any product that you think has been delivered to you incorrectly, faulty, or damaged should be notified to Ice Equestrian within 48 hours of receiving the product. If you use the product, it will be considered your acceptance of the product(s).
Please note that we do not accept any stone falling from our browbands or other products as a fault or being defective, and we are not eligible for any refunds or exchanges. Browbands are decorative items only. Please read our Browband Care Guide which will give you information on how to care for your browband(s). You will also be sent the care guide with your parcel.</sup>

<sup>All products being returned to Ice Equestrian must be unused and in the same condition they were sent out to you, with all tags still attached to the products and in the original packaging. Any return to Ice Equestrian must be started online using our START RETURN FORM  otherwise; your return will be denied. If you need any help please contact us so we can assist you or you may give us a call.

It is the customer's responsibility for the return postage costs. You will be responsible for the shipping and any associated costs and risks associated with the return of the goods to us. UK customers will be given the option of using the return postage label from Ice Equestrian which will be inside your parcel for a hassle-free return. If you are purchasing the return yourself, please make sure you keep your receipt as proof of postage of return until you have been issued a refund.
If the return parcel gets lost in transit on the way to Ice Equestrian, it is the customer's responsibility to claim the courier service provider for the product. You can obtain a proof of postage with a tracking option from the courier you send the parcel to. We do not take responsibility if your parcel gets lost in transit on your return.

If you return a product from outside the UK, any duties and costs that may occur on your order will be deducted from your refund.
If you do not start a return before or by the 14th day of receiving the product, you will not be eligible to start a return. If we do not receive the return by the 28th day from the purchase date, the return will be declined. If a product is sent back without a confirmation email within 14 days of receiving it from Ice Equestrian, we reserve the right to decline the return.

We do try our best to ensure your order is correct, but we do know that mistakes may happen.</sup>

^{If you have any problems at all with your order, you can call us at 0800 772 0081 or email us at info@ice-equestrian.com}