Frequently Asked Questions

Here’s a compilation of the most commonly asked questions we receive. If you have any questions that aren’t covered below or have a query about an order or custom personalisation request – please use the contact form at the bottom of the page to get in touch

Orders & Delivery

How long will my order take?

We aim to dispatch all orders within 5-7 working days of receiving them. Your order will then be delivered by Royal Mail’s 48 hour tracked service.

Depending on the size of your order (Larger orders will be dispatched by Parcel Force or DPD).

Please note all items are personalised in house by our team and we are constantly trying to improve on our dispatch times.

If you have any concerns or queries about ordering with us please don’t hesitate to get in touch!

How much does delivery cost?

Delivery is FREE on all orders. We use a tracked delivery service and will provide you with a tracking code via email once your order has been dispatched.

Can I return my order?

Unfortunately we cannot accept returns or exchanges on any personalised items, sale items or gift cards. Please get in touch if you have questions or concerns about your specific item. You can contact us at hello@matchyhorsey.co.uk

Items sent back to us without first requesting a return will not be accepted.

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

What do I do if my order is damaged?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Help & Support

I need help!

If you have questions about an order not yet placed or need help with an order submitted – please use the form below to contact us.

Alternatively, you can contact us via email support@matchyhorsey.co.uk