Charles Owen Phoenix Black/Silver

Returns Policy

If your order isn’t quite right—whether it doesn’t fit, isn’t what you expected, or you’ve simply changed your mind—please complete the returns form below.

Once we receive your request, we will send you a Parcel Force postage label to print and attach to your parcel. You will then need to drop your parcel off at your nearest Post Office.

Exchanges & Refunds

• Exchanges: Returns are free of charge if you choose an exchange. Replacement items will be dispatched using a 2–3 working day delivery service.
• Refunds:
• If you paid for delivery on your original order, a £4 fee will be deducted from your refund to cover return postage.
• If your order qualified for free delivery, no return fee will be deducted.

Please note: Exchanges and refunds will only be processed once we have received the returned item.

Return Conditions

To be eligible for a return:

• Items must be returned within 30 days of delivery.
• All items must be in their original condition, with tags attached and any hygiene seals intact.
• Items must be returned in their original packaging.
• Please include the original sales invoice, or a note with your order number, name, and email address.

Riding Hats

Due to their nature as safety equipment, riding hats must be returned with extra care:

• They must be placed inside an additional outer box (as well as their original box).
• The parcel must be well-padded to prevent damage during transit.

We cannot accept returns of riding hats that arrive with inadequate packaging, as this may compromise their safety.

Non-Returnable Items

We are unable to accept returns on:

• Made-to-measure items
• Underwear