“Through no fault of yourselves i had to return my purchase. Due to the return postage costs i would be reluctant to make further online purchases. Otherwise an efficient experience.”
“Really good for updates and delivery etc but fell short selling this particular item that I have had to pay to return Pikeur Pauli Selection 'LIMITED EDITION' Sneaker - White/Ivory × 1
White/Ivory / EU39 - these must be faulty as my 11 year old daughter who has size 4-5 feet could only just fit into them”
Thank you very much for your review, we are very glad to hear that you are happy with our communication and prompt postage, EU size 39 equals a UK size 5.5 and children's feet do tend to grow at an unpredictable rate, the recent record temperatures in the UK may also have played a factor.
We hope you and your daughter have a more comfortable experience in the future
Kind regards,
Team Equiflair
“Very good pricing and communication re tracking of the item which was well-packaged outwardly. My only gripe is that the stirrups had obviously been removed from the manufacturers packaging previous to being sent which makes me wonder what the reason was for this.”
Hi Alex, thanks for your review, sadly when items are shipped sometime the carriers are not as careful as we would like them to be. We ship hundreds of pairs of these stirrups and I can assure you they never left the store in this condition, the box and packaging were in perfect condition. I am really pleased that the stirrups were perfect and the packaging had done its job protecting the stirrups.
“Excellent delivery and dispatch time but customer loyalty voucher issued barely 10 days before did not work. In addition, I was charged return postage for an item that had to be returned to yourselves because the dispatch team sent the wrong size to me. The error was your end and yet I had to pay £4.50 postage. So a mixed experience using you guys.”
Hi there,
Thanks for your review, we sent you a free returns label that was not used. We offer free return labels if we make errors. Sorry you feel this way, if you reach out to us, we do what we can to resolve any problems for you.
Thank you for your review Jane, we are glad to hear that you are happy with our prompt postage and communication, if there is anything we can do to make your experience five star next time, please let me know 😊
Hi there,
Thanks for your review, I am sorry you feel this way about the return. We offer free delivery on all orders over £20.00 and free delivery of any replacements when people exchange. We also offer free returns labels when items are faulty/defective or if we have made an error. Sadly, we can't also stretch to cover the cost of a buyer returning an item when it is a remorse return. As a small family run business, we work on very small margins.
Thanks again for your review.
Team Equiflair
“Although ordering is easy and efficient, the discount code which is sent on the previous order was not available. Apparently the code Loyal 10 is not valid, even though it has been sent to the customer. I am not sure if this is in contravention of business standards. The advertised price with the discount should be the price you pay, The error should be recognised and accepted.”
Thank you very much for your review Rosalind, our team have looked into this and unfortunately on the date this purchase was made the Loyal 10 discount code had expired, we're very sorry about the confusion but there will be more loyalty deals and special offers coming up in the future :)
“I placed an order for some flex on stirrups and a grey glacé le mieux set. I spent £250 on these items and accumulating two free gifts Over a week went past and no information on the where abouts of my products. I emailed asking and did get a prompt response stating that they had stock issues and they would be sent out the following day.
I waiting for tracking information but it never came. I waited 4 more days and then emailed again. Again got a prompt response saying they would be sent out today.
By this point it was over 2 weeks since I first placed my order. I fully understand because of covid there are stock issues but I should of been made aware straight away that there was a stock issue so I could of purchased else where as I needed them before a certain date and I didn't get them in time.
Appon arrival of the products I realised one of the free gifts I had got wasn't in the order either but I honestly just left it as after all the excuses I received about the order in the first place I just couldn't be bothered.
Sadly this will put me off using them again. No because of stock issues just through lack of communication in the beginning and me having to constantly chase for my order which I wouldn't expect to do with any order.”
Hi Charlotte, we're very sorry to hear about your experience, our deliveries are usually made very quickly and we do apologise about the delay in getting the items to you.
You had selected the Free Delivery option which was due to arrive on a bank holiday but we upgraded this to an express service with Fed Ex, at no extra cost, to get the order to you as quickly as possible. However due to the bank holiday the express service took a day longer than expected as well. Sadly this was out of our hands but we will do everything we can to ensure this doesn't happen again
“Postage took a little longer than usual but I expect this to be due to Christmas postage and therefore unable to have been helped by Equiflair. Saddle pad was received a little creased up as had been ‘folded’ into packaging which was a little disappointing.”
“I am yet to receive my parcel or get any form of tracking after purchasing over one week ago and spending £100. Understand times are busy abs stressful but it would be nice to be kept in the loop”
Hi Sandra,
We are really confused by your review as the "Sleigh Belle" habour was only done in one colour. So we sent exactly what you ordered. Resolution and contrast of the screen you are viewing items on can make colour look slightly different. I have added a photo of the item you returned and an image from which you ordered the item from. The top image shows the image on screen and the bottom image is a live photo taken of the item you have returned.
“Preordered and received when expected however packaging was poor and item arrived almost shoved into a bag so creased and not looking great, creases did fall out after a while but I expected them to be packaged better than this as I ordered recently from horse health and they arrived in much better condition”
I am sorry to see you only left 3 stars for feedback.
I notice you eluded to slow dispatch. The items were ordered on the Sunday of a Bank Holiday weekend. Thus the first possible day for shipping was the Tuesday, the items were shipped on Tuesday. You selected the free delivery service which is 3 - 5 working days for delivery. The earliest possible delivery date expected was Friday the 4th of September. I have checked the tracking and I can see that your order was delivered on the 4th of September.
