Help Section
Here you will hopefully find the answer to any questions you may have. We have also written a few articles, below, to help you understand how our website is organised, what size of model horses are within our range and how everything fits together. Our help section below is also a good resource for any additional questions or alternatively, just get in touch and we will be happy to help.
Helpful Articles
Scales 'n Sizes: Our online size chart: Click Here"What scale of model horse is best for me?" Click Here4 Steps to Ordering with Utterly Horses: Click Here
Please use the sections below to find details about delvery and ordering, in addition to our privacy and returns policy.
Help Section Contents
Delivery FAQs
Q: How long does it take for my order to arrive?
A: The time between you placing your order and you receiving the order is on average about 1-2 days (often quicker!). During busy times of the year, for example at Christmas, this time may be slightly longer as we have to help Father Christmas with his Christmas shopping too! Please allow extra time at our busiest time of year and let us know if your require your order for a specific date. We do offer premium services if you need your order urgently.
Q: How much is your postage costs?
For UK Mainand addresses, our postage costs are calculated on the order value. Please visit our Delivery Information page for full details, here.
Q: I live outside of the UK. Can I order from you?
A: Of course! We can ship anywhere in the world and have customers on all four continents (we have yet to post to the Antarctica!) Postage for orders outside of the UK is calculated on the order value* (*until a certain amount) and there are several different postage options, such as trackable services. An overview of the Overseas Shipping cost can be found in our Delivery Information section here.
Q: Can I request that my parcel is left somewhere?
A: On request, we can ask our couriers to leave a parcel at a specific place (e.g in the shed) if you are not in when the delivery is made. We must advise that if we put a special request on a parcel that is classed as a "unattended delivery" and it is not insured.
Ordering FAQs
Q: Are there any other ways of placing an order other than on the Internet?
A: Yes! Just give us a call on our orderline (01376 329274) where we would be very pleased to answer any queries and take your orders during the weekdays from 10am-4pm.
Q: Can you giftwrap my order?
A: Of course! We are happy to giftwrap your order for a small fee and it will arrive at its destination beautifully wrapped with a greeting card hand-written with a message of your choice. We like to wrap all our gifts in a way that makes anyone smile… absolutely gorgeous! If you would like to use this service, please select this option when you reach the checkout, where you can select your choice of giftwrap and add your message.
Q: What Payment methods do you accept?
A: We accept all major Credit cards- Visa, Mastercard, Maestro (also known as Switch) and Solo. We also accept American Express, in addition to Paypal.
Q: How do I know if an Item is in stock?
A: Each product page will tell you in a product is in stock or out of stock- just look at the colour of the basket.
The Green Icon means that the item is in stock and available to order.
A Grey Icon means that the item is out of stock but will come back into stock at one point or another.
This Red Icon means that an item is out of stock and it has been retired. It will no longer be available.
A Yellow Icon means that this is an pre order item. The item is not in stock but is expected soon.
The Blue Icon means that the item is coming soon. When we know the delivery date of a coming soon item it will change to a pre order icon, which means you can pre order the item by adding it to your online shopping basket.
Q: Can I order out of stock items to be delivered at a later date?
A: Utterly Horses often offers items for sale before release and/or offers you the chance to order an out of stock item (which is returning back into stock at a later date). You can place an order for one of these items in the same way you would for anything else. The item would then be despatched to you when it comes into stock.
Q: I have a query- what do I do?
A: If you have a question, query or comments, please do not hesitate to contact us. Either call us on: 01376 329274 or get in touch by using the Contact Us Form. We aim to answer all queries within 1 working day (during weekdays)
Q: I wish to cancel my order? How do I do this?
A: No Worries! If you wish to cancel your order please telephone us on: 01376 329274 or email is on: hello@utterlyhorses.com and we can cancel your order for you.
Q: Do you prices include VAT?
A: Yes, all our prices including VAT (Value Added Tax) at the current rate. Our VAT registration number is: 787 966 148 GB.
Q: When is your last date for Christmas Ordering?
A: Our last ordering date for Christmas is the 18th December 2013.
Secure Shopping & Privacy Policy
We guarantee that every online purchase you make from our store is a secure transaction. Our site uses the strongest commercially available level of encryption, 128-bit Secure Socket Layers (SSL). This ensures that your transactions are secure and your information cannot be hi-jacked or redirected to anyone but Utterly Horses and our card processing provider. Look for the yellow padlock in the bottom-right of your browser as you enter the Checkout section of our site. Furthermore, as required by the UK Data Protection Acts of 1984 and 1998, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorized access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you. Utterly Horses is certified by many different trade and security organizations guaranteeing that we are who we say we are and our online shopping system is of highest security.
We have partnered with Sagepay, to process our website's transactions. SagePay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your all details remain secure throughout the transaction process.
What information we hold about you
We understand our customers concerns regarding privacy and are full committed to protecting it. If you have bought something from us we will have your email address, phone number, and address details on file for a limited time. If you choose to deliver items to a third-party (such as a friend or company address) we will have their name and address. Information is only used to help us deliver the parcels and to contact you. Utterly Horses will not and does not in anyway sell or trade your personal information to any third parties.
We may have to disclose some of your information to service suppliers to help complete your order. These parties include Royal Mail, Parcelforce, Citylink, DPD and/or Interlink, all of which are delivery companies. This enables us to deliver your order safely, and efficiently. We do not send random marketing emails to personal email addresses.
By using our Web site, you consent to the collection and use of this information by Utterly Horses. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it. If you are worried about anything to do with our site, please phone us on 01376 329274 and we'll be glad to talk through any issues with you.
Returns Policy
Experienced and flexible we may be, but that doesn't ensure that nothing will ever go wrong. We should be now, thought, be pretty good at sorting it out if it does! If you wish to return an item, for any reason, please contact us on 01376 329274 or hello@utterlyhorses.com so can keep an eye out for the box.
Faulty or defective items: If you return an item because of an error on our part, or it is defective, we will refund the postage cost* encurred in returning it to us in addition to replacing the item. Faulty item(s) must be returned within 30 days of purchase providing Utterly Horses has been notified.
*We ask that the Royal Mail 2nd Class Medium Parcel service is used and post costs will be refunded to a maximium of £5.65, as per the Royal Mail Website.
Change of heart: Goods returned to us because of a change of heart must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise we will not be able to refund you.
Returning a gift: We are happy to exchange faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you’re not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.
Returned Items lost in transit: We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery services as applicable or getting a proof of posting.
Refunds, replacement and exchanges: Refunds for items that are defective or faulty and sent back to Utterly Horses within 30 days, a refund, replacement or exchange will be processed within 7 working days of receipt of the returned item(s) by Utterly Horses. A refund will be made in the same form of payment that was used to make the initial purchase. Please note that item(s) that are returned to us that are not due to our error will have the return shipping costs deducted from the refund.
