FAQ Coronavirus (COVID-19)

*UPDATED 5th January 2021

With this latest national lockdown, the safety of our staff and customers is of the utmost importance. We are committed to communicating as best as possible with our customers on the services we are providing during this particularly challenging time.

We have been closely monitoring the ongoing situation and following the guidance of public health experts and are taking the necessary precautions to ensure that our staff and customers are protected.

As the situation develops we will act quickly to maintain the safety of our staff to ensure minimum disruption to the service we are offering you. Keep up to date with our latest information here which will be updated daily.

Royal Mail Deliveries

It has been brought to our attention that Royal Mail are experiencing significant delays in delivery times due to the huge demand in online orders due to COVID-19 and the seasonal increase in online orders around Christmas.

We apologise for any delays that may occur and appreciate your patience. If you haven't received your order after 14 days please get in contact with us.

Whilst we cannot guarantee delivery times as they are currently in the hands of Royal Mail, we recommend you order sooner rather than later to avoid disappointment.

 

FAQs

Q: Are you still accepting orders?

Absolutely, however we may be forced to close our warehouse if too many staff members become ill at any one time or if the government requires us to do so. If this happens we will notify all of our customers.

Q: Will there be any delays to my order?

At this current point in time, we have been experiencing some delays with our couriers getting orders delivered particularly Royal Mail, however we would like to assure our customers that we are working around the clock to ensure that your order will be with you as quickly as possible. 

PLEASE ALLOW 5 - 7 WORKING DAYS FOR YOUR ORDER TO BE DISPATCHED.

For these reasons, we have disabled our express delivery service to avoid disappointment.

Q: What precautions are you taking to help protect your staff & customers?

The majority of our office based staff are currently working from home with only a few staff members working with the warehouse staff to ensure deliveries and returns are being processed as smoothly as possible. Our members of staff who work in the warehouse have increased hygiene practices such as washing hands often and social distancing.

Q: Do you have a no-contact delivery process?

Yes, all of our carriers have the ability to deliver with no contact, simply let them know that when they contact you to arrange the delivery or when they arrive at your address.

Q: Are your customer services still open?

Yes absolutely. You can contact our Customer services via live chat and email currently. However, you may experience some delays in response time due to only a few members of our customer service team are working at any one time.

Q: Can I still use your returns/exchange service?

Yes. Our returns center is operating as normal and takes 5 working days to process your return once your order has arrived at our warehouse.

We have extended our returns period until Jan 31st so there is no rush to return any of your items.

We have also been closely working with Royal Mail and have now implemented Consumer Collection. This means Royal Mail can come and collect your return directly from your address. Learn more here.

We would really like to thank our amazing customers for your support during this difficult time and would like to assure customers that we are committed to providing the best service. If you have any further questions please feel free to get in contact with us and we will be happy to help.

Email: support@gsequestrian.com