Epiony Horse Heat Pad Black

All personalised orders are subject to a £4.95 delivery charge, will be shipped separately and delivered to you within 14-21 working days.

Personalisation orders are not available for delivery outside of the UK mainland or our One Club Premium / Next Working Day Service.

Personalisation orders are non-returnable.

Our recommended cut-off for pre-Christmas delivery on Personalisation orders is 3rd December.

We showcase many partner brands on our website, most are not available for delivery outside of mainland Britain (excludes Northern Ireland, Scottish Highlands & Channel Islands) or are eligible for our One Club Premium / Next Working Day Service. If you would like to check on a particular product, please contact our Customer Service team.

Our own brands are Harry Hall, Masta, Protechmasta, Caldene, Mastacare & Woofmasta.

Please refer to the individual products for delivery estimates of bespoke orders.

Please note as of the 1st January 2021 all consumer parcels shipping out of the UK may be subject to additional VAT, Customs and Duty charges. Deliveries to a registered business address may be subject to additional duties and taxes.

All delivery times are estimated based on standard orders for Harry Hall branded products and we can not guarantee they will be universal for all orders.

For all delivery times and costs please refer to the table of estimates below:

Please contact us for delivery quotes for any country not listed above. If you have any issues getting a quote automatically at checkout, please contact our customer service team to help retrieve a shipping quote for you order.

*Excludes: partner brands, personalised items and addresses outside of mainland Britain. Partner brands are those not in the Harry Hall, Masta, Mastacare, Protechmasta, Cottage Craft, Woofmasta and Caldene ranges.

Unless otherwise stated, standard GB or UK delivery charges refer to mainland England, Scotland and Wales only (excludes Northern Ireland, Scottish Highlands and Islands, Channel Islands or other surcharged postcodes).

We offer a 30 day returns promise. This means from receipt of your parcel; you have 30 days to return your products to us for a refund.

Please ensure original tags are attached to your returned items and take care when trying items that could be easily spoiled. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged. Postage fees will not be refunded under the consumer rights act 2015.

If your parcel arrives damaged, you must notify our Customer Service Department within 30 days of purchase.

Returns from customers not a member of the One Club require the postage to be paid for - this will be deducted from the refund. 

Please note we do not arrange product exchanges and recommend that customers place a new order for any products or different sizes online after following the returns process below.

Orders cannot be cancelled after payment and must be returned after despatch using the standard returns process.
Once an order has been placed, no amends can be made to the order.

Multiple orders must not be consolidated into a single return. Each order must be booked separately following the full returns procedure.

For guest checkouts and non-members:

1. Repackage your item using the bag it was delivered in where possible.
2. Enter your order number and email address at harryhall.com/returns
3. Select the items to be returned, submit the reasons for return and use our returns label (this will incur a £4.00 charge deducted from your refund).
4. Follow the instructions in your return email confirmation to post your return. 

For One Club members (free returns for Gold, Platinum and Bronze members):

1. Enter your order number and email address at harryhall.com/returns
2. Select the product to be returned and the return reason and submit the request.
3. Your label containing a QR code will sent to you by email. You can either print the label and attach to the parcel yourself, or download and take the digital version of your label to the post office on your mobile device where they will scan the QR code and print for you.
4. Repackage your item using the bag it was delivered in where possible.
5. Take your package to your nearest Post Office. Remember to ask for a proof of return receipt.

Once we receive your returned items, you should be refunded within 10 working days - please be aware this process can take up to 14 days during our peak periods. We will send you an email to confirm when the refund has been processed.

One Club Members will not be charged for the cost of return delivery - please note that non-members and guest checkouts will have the cost of the return postage deducted from their refund.