FAQ's

Do you ship worldwide?

Yes, Ice Equestrian provides a premium, fully tracked global delivery service to our clientele across Europe, North America, Asia, Australia, and beyond.

We partner with world-class couriers including DHL to ensure your collection arrives with the care and speed you expect.

For our USA customers, we also offer a specialised Duty Paid (DDP) service to ensure a seamless delivery with no hidden fees.

Do you offer free shipping?

We are delighted to offer complimentary tracked shipping on qualifying orders worldwide. This includes free delivery on UK orders over £100, with various thresholds for our international clientele (e.g., USA over £350).

Please note that while we provide the delivery, international customers remain responsible for any local customs duties. For a full list of free shipping thresholds by country, please visit our Delivery & Shipping page.

How can i contact you?

We are here to assist you with any inquiries regarding our collections. For the most immediate, personal response, we recommend messaging our WhatsApp Business line at +44 (0) 7777 356 537. Alternatively, you can reach us via our website’s Contact Form, by email at info@ice-equestrian.com, or by telephone. We strive to respond to all enquiries promptly during our business hours, Monday – Friday.

What is your return policy?

We offer a 14-day window to initiate a return, exchange or a refund, provided items are in their original, unused condition with all luxury packaging intact. For full details on our simple return process and current shipping rates, please visit our Returns & Refunds page, which can be found in the website footer.

What should i do if i receive an incorrect or faulty product?

We sincerely apologise for any inconvenience. Please inspect your order upon arrival and contact us via WhatsApp or email within 48 hours of receipt so we can rectify the issue immediately. To help us assist you quickly, please include photographs of the item and your order number. Please note that items reported after this 48-hour window or items that have been used will be considered accepted. We will work closely with you to provide a swift replacement, exchange, or refund to ensure your complete satisfaction.

How do i return an item?

We want you to be completely satisfied with your Ice Equestrian order. We offer a 14-day window to initiate a return or exchange, provided items are in their original, unused condition with all luxury packaging intact. For a full step-by-step guide on how to process your return via WhatsApp or Email, please visit our Returns & Refunds page found in the website footer.

How long will it take for my item to arrive?

We aim for same-day dispatch on all orders placed before our daily cut-off times.UK Delivery: Typically arrives within 1–4 working days, depending on your chosen service (Tracked 24, 48, or Next Day).

International & USA: Our express services typically arrive within 2–5 business days after departing the UK.
You will receive a tracking link via email as soon as your parcel is dispatched so you can monitor its progress in real-time.

For a full breakdown of delivery aims by country, please visit our Delivery & Shipping page.

What is the difference between your Elite and Prestige bridles?

Our Elite bridles are designed for those seeking luxury and sophistication. Crafted from the finest Italian leather and meticulous attention to detail, these products exude elegance and exclusivity.

On the other hand, the Prestige and Luxe products offer a high level of quality and style, catering to individuals who appreciate premium craftsmanship without the premium price tag.

Both product lines show our commitment to excellence, ensuring that customers can find the perfect option to suit their preferences and budget.

What are preciosa crystals?

Preciosa is a world-leader in fine crystal craftsmanship, renowned for producing stones with exceptional brilliance, durability, and clarity. Using a blend of traditional artistry and precision technology, these crystals are designed to capture and reflect light more intensely than standard alternatives. Recognised globally as the brightest crystals produced, they are the preferred choice for luxury brands seeking a high-performance sparkle that remains stunning even in the most demanding equestrian environments.

Browband care and size guide

It is important to know the basics of how to care for your browband. Please take a look at our step-by-step guide, which you will find in the footer under browband care and size guide.

How do i care for my leather products?

To preserve the supple feel and rich finish of your Ice Equestrian leather, we recommend regular, gentle maintenance. Avoid harsh chemicals and instead use a high-quality leather balsam to keep the fibers hydrated and resilient. For our master-crafted Italian leather pieces, specific care is required to maintain their show-ring shine.

You can find our full expert tips and recommended products in our [Leather Care Guide] located in the website footer.

What are your business hours?

Our team is available to assist you during the following hours:
Monday – Thursday: 09:30 – 17:00
Friday: 09:30 – 16:00
Saturday & Sunday: Closed

Please note that we are also closed on Public Holidays. Any messages or enquiries sent over the weekend will be attended to with priority when we return to the office on Monday morning.

Which payment methods do you accept?

To ensure a seamless shopping experience, we accept a wide range of secure payment options, including Apple Pay, Alipay, Giro Pay, and all major credit and debit cards.

We also offer the flexibility to spread the cost of your collection through PayPal and Klarna, both of which provide convenient instalment options.

For more information on how to use these services, please refer to our Klarna Guide located in the website footer.

Please note that you must be the authorised cardholder to complete a purchase, and customers under the age of 18 require parental or guardian approval.


  FAQ's

Do you ship worldwide?

Ice Equestrian offers worldwide shipping for all our products. No matter where you are located, we can deliver our high-quality products to your doorstep. We understand the importance of convenience and accessibility, which is why we strive to make our products available to all customers around the world. Whether you are in Europe, Asia, Africa, or anywhere else, we are committed to providing you with the best possible service and ensuring that you receive your order in a timely and efficient manner.

Do you offer free shipping?

We are delighted to inform you that we offer free shipping on order over a certain amount. The customer is responsible for paying any relevant customs duties.

UK Free Shipping on all orders over £100

EU Free Shipping on orders over £180.00

USA & Canada Free Shipping on orders over £350.00

Asia Free Shipping on orders over £250.00

Australia & New Zealand Free Shipping on orders over £300.00

Middle East Free Shipping on orders over £350.00

How can i contact you?

We offer three channels for you to contact us. You can reach us through our website's contact form by email or by telephone. We are available to assist you with any inquiries you may have. We strive to provide prompt and efficient responses to ensure your satisfaction. Please do not hesitate to reach out to us for any assistance you may need.

What is your return policy?

Our return policy is designed to ensure customer satisfaction. If, for any reason, you are not completely satisfied with your purchase, you may return it within 28 days for a refund. Please read the full return policy on the footer of the page under delivery and returns.

If you change your mind about your purchase, 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 starting when the goods arrived to you.

The item(s) must be in their original condition and packaging, with tags still attached and not being used. Proof of purchase needs to be provided. Shipping and handling fees are non-refundable.

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.

We do try our best to ensure your order is correct, but we do know that mistakes may happen. If you have any problems at all with your order, you can call us on 0800 772 0081, or you may contact us using the contact form.

If you do not start a return before the 14th day of receiving the product(s), we will not be able to accept the return. We strive to make the return process as easy and hassle-free as possible for you.

What should i do if i receive an incorrect or faulty product?

We apologise for the inconvenience caused and will help you in the best way possible. If you believe you have received a wrong or defective product from us, please contact us immediately or no later than 2 days after receiving your order so we can rectify this problem for you. If you do not contact us within the 2-day period or if the product has been used, you will be bound to accept the product. We will work with you to resolve the issue quickly. We may ask for photos or additional information to help us understand the problem. Depending on the situation, we may offer a replacement, refund, or exchange. Our goal is to ensure that you are completely satisfied with your purchase.

How do i return an item?

To initiate a return process for an item, please reach out to us using the start return process, which you can find on the footer of the website under Refunds and Returns. It is crucial to get in touch with us so that we can assist you with your return. We will then send you a digital form to fill out via email to save you any hassle. Once we have received the details from you, a member of our team will send you an email giving you the option to send you a return label or to provide you with the return address. All returns must be requested by email in advance and accepted by Ice Equestrian prior to any return. Failing to do so will result in your return being declined.

How long does it take for my order to arrive?

The estimated delivery time for your parcel will depend on various factors, such as the shipping method chosen, the destination, and any potential customs procedures. We strive to ensure prompt delivery and provide you with a tracking number to monitor the progress of your shipment. Rest assured, we work diligently to minimise any delays and deliver your parcel to you as quickly as possible.

What is the difference between the Elite and Prestige bridles?

Our Elite bridles are designed for those seeking luxury and sophistication. Crafted from the finest Italian leather and meticulous attention to detail, these products exude elegance and exclusivity.

On the other hand, the Prestige and Luxe products offer a high level of quality and style, catering to individuals who appreciate premium craftsmanship without the premium price tag.

Both product lines show our commitment to excellence, ensuring that customers can find the perfect option to suit their preferences and budget.

What are preciosa crystals?

Preciosa crystals are high-quality, precision-cut crystals that are renowned for their exceptional brilliance and clarity. These crystals are made using a unique combination of traditional craftsmanship and cutting-edge technology, resulting in a product that is both beautiful and durable. Well known throughout the world, used by many luxury brands, and recognised to be the brightest crystals produced.

Browband care and size guide

It is important to know the basics of how to care for your browband. Please take a look at our step-by-step guide, which you will find in the footer under browband care and size guide.

How do i care for my leather products?

There are some useful tips on how to care for your leather products, which can be found on the footer under the Leather Care Guide.

What are your business hours?

We are open from:

Monday - Thursday 9.30am - 5pm

Friday 9.30am - 4.00pm

Saturday and Sunday CLOSED

Which payment methods do you accept?

We accept the following payment methods:

Paypal, Klarna, all major credit and debit cards, Alipay, and Giro Pay.

Paypal and Klarna give you the option to pay in instalments. It is our duty to provide you with a Klarna guide which you can find on the footer under help.

You have the option with Paypal and Klarna to spread the cost of your purchase.

You must be the cardholder to make any purchase at Ice Equestrian. If you are under the age of 18, guardianship approval is required.

How can i become a sponsored rider for you?

Thank you for reaching out to us; we really appreciate you having us in mind.

Currently, all our positions are filled.

Applications will be available in the summer of 2024.

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