Delivery and Returns

DELIVERY DETAILS

***PLEASE NOTE DUE TO THE CURRENT SITUATION WITH C-19 THERE ARE CHANCES OF DELAYS ON YOUR ORDER.  WE WILL UPDATE YOU IF YOU ARE LIKELY TO NOT RECEIVE OUR SAME DAY DISPATCH***

Forelock and Load Ltd use Royal Mail and Parcelforce for all deliveries.  Please contact us for a cost if you require an item to be delivered outside the UK.

Every order is sent via a Signed for service – a no signature option is not available as Forelock and Load rely on the certainty that all customers receive the item(s) they order.

DELIVERY COSTS AND SERVICES

Delivery costs are determined by weight as follows:

  • 48 Hour Delivery is £4.99
  • Saturday delivery is £25. Max weight 5kg (Parcel Force, signed for service)
  • Firearms (inc. Airguns) to standard postcodes – £35

We strive to get you your purchase the following day but sometimes it can take 48 hours over busy periods. Please note that delivery times commence from the date of shipping rather than the date of your order.  Date of delivery may vary with certain delivery locations and postcodes.  Products may be delivered in separate shipments.

FORELOCK AND LOAD RETURNS POLICY

You can download our Returns Form here.

We at Forelock and Load Ltd pride ourselves on the quality of our service and always endeavour to meet the high standards we feel our customers deserve and expect.  As such, the items you choose should arrive in tip top condition.  Should this not be the case or if you are not 100% happy with your purchase, then we offer the following terms and conditions for your satisfaction:

Goods Purchased On Line

  • If you wish to cancel an order simply contact the shop.  We will refund the cost of the order and the original delivery charge.  If the goods have already been dispatched, you will need to return them to us at your own cost and the original delivery charge will not be reimbursed.
  • Goods purchased that are deemed unsuitable or no longer required under the Distance Selling Regulations the item must be returned within 28 days of receipt of the goods.  Please note you will not be reimbursed for the original shipping costs.
  • We do ask that you return the item unused and in its original condition and packaging, with all tags attached and intact on the item.  If the tags are not intact with the item or we deem the item has been used Forelock and Load have the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
  • If you do not adhere to our returns procedure we reserve the right to charge you a 15% restocking fee.
  • Please download and fill in the RETURNS FORM above and make sure it is included with your name and invoice number.
  • You have a legal obligation to take reasonable care of the goods whilst they are in your possession.  If you fail to comply with this obligation, we may have a right of action against you for compensation.  This applies to all goods that are returned.
  • Forelock and Load do not currently offer an exchange policy for online purchases due to our software package.  We ask you to send your item back for a refund and simply reorder in the size/colour you require.
  • Please note: the parcel and its contents are your responsibility until they are received at our address we therefore recommend that you use a registered postal service and retain proof of postage.
  • We recommend that you use a signed for service via a reputable courier with adequate insurance to cover the value of the item you are returning.  Forelock and Load will not be held responsible for any item that doesn't arrive back at the returns address below.
  • Forelock and Load is not responsible for returned goods being lost or damaged in transit we recommend that you ensure the product is well packaged.
  • Any item purchased and sent outside of the UK will not receive any costs incurred in returning items be the item faulty or incorrectly ordered.
  • Any item that has been a special order in store or online or is bespoke, tailor-made or customised, CD's and DVD's are non-refundable.
  • If you receive a free item with an order you are returning, whether as a buy one get one free offer or when you place an order above a certain value, you must also return your free gift.  If you cannot return your free item, the salve value of the promotional item may be deducted from your refund.
  • Non refundable deposit are non refundable.

Goods Purchased In Store

  • A Forelock and Load receipt must be presented with all returned items.  We cannot deal with your return if this is not adhered to.
  • Items purchased in store can only be exchanged for a different size/colour, for a credit note or voucher unless they are deemed faulty.
  • If a refund is due, it can only go back to the original payment method/card used for the initial transaction due to compliance legislation.  There are no exceptions to this.
  • Items which are reduced or part of a sale can only be exchanged for a different size/colour if we have it, or returned if they are faulty. No credit or refund will be issued.
  • Exchanged products must be in their original packaging, with instructions and all parts included in a fully resaleable condition and with all tags attached.  Items must not have been used or assembled in any way.  Forelock & Load reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
  • If you do not adhere to our returns we reserve the right to charge you a 15% restocking fee.
  • Any item 'Specially Ordered' in for you is non returnable/refundable unless faulty.  This applies to any item that is not a stock item or a size/colour that we do not hold of a line that we stock.
  • Non refundable deposit are non refundable.

Faulty Items In Store and On Line

  • If your item has been lost or damaged in transit, has arrived faulty, or is incorrect, then please call us immediately on 01284 811032.  We will then arrange the best course of action to take.  For faulty items costs incurred in returning items will be fully reimbursed.
  • Notification of faults must be given in writing via email, accompanied with photographs (where applicable) to Forelock & Load.  We cannot follow up a fault complaint via a conversation over the phone.
  • Please include your completed returns form including your name, invoice/order number and photographs to return@forelockandload.com and our customer service team will review the query.  We will liaise with the supplier and yourself to rectify the issue.  Please do not return damaged or faulty goods without contacting us first.
  • We require a proof of purchase in order to proceed with any Refund or Exchange.  This is usually an order or invoice number provided in your confirmation email upon purchase or a packing note number within your received goods or a receipt.
  • Please be aware that faulty items can take 10-14 days for us to get a response from the manufacturer.  We will liaise with you throughout and only upon this can we offer a repair, replacement or refund.
  • Within 30 days of delivery/purchase of the product, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described.
  • After the 30 day period, but within six months of delivery/purchase and where the product is faulty, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.
  • After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use.
  • Any item purchased and sent outside of the UK will not receive any costs incurred in returning items be the item faulty or incorrectly ordered.
  • We will aim to help any customer, however if the required information is not provided we have the right to refuse a refund or exchange as requested.
  • To facilitate a speedy refund, please include the completed Returns Form.  Our RETURNS ADDRESS is Forelock and Load Returns, Church Road, Barrow, Bury St. Edmunds, Suffolk, IP29 5AX.  We will if requested pay for the return postage if your item is faulty but will not pay for the original postal costs of getting the item to you.
  • Please note: that we are unable to accept returns of items that are deemed as gifts, that have a security tag that has been broken such as DVD’s.

Riding hats, bespoke items, personalised products and customer special orders are non-refundable and non exchangeable.

If you would like to discuss the exchange or return of any item, or have any further queries, then please contact us via our email address return@forelockandload.com

Your statutory rights are not affected by the above terms and conditions.

Our returns address is:

Forelock and Load Returns,
Church Road,
Barrow,
Bury St. Edmunds,
Suffolk.
IP29 5AX

Return Reasons Codes

R-1 – Hire Item Return R-3 – Incorrect Size

R-2 – Damaged Product R-4 – Changed Mind