Thelwell Christmas Horse & Pony Advent Calendar

PLEASE NOTE: During peak times our returns process can take up to 14 working days. We thank you for your continued patience.

Our delivery estimates are based on orders placed before 2pm. If you order on a weekend or a Bank Holiday, your order will be dispatched on the next working day.

UK Orders placed after 2pm on a Friday will be despatched the following Monday.

Personalised Products

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 10th December.

Partner Brands

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.

Bespoke Orders

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

Delivery Options

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.

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).

Harry Hall Returns Policy

*Returns for Christmas gifting will be extended until the 14^th Jan 2024 with a proof of purchase, on orders from 18^th November.

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.

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.

How to return your item(s):

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 £3.56 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.

Receiving refunds:

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.

Faulty items:

All our stock is inspected to ensure it meets the incredibly high standards we have in place. Please accept our apologies if your item is faulty. You can request a refund using our online Returns Portal at harryhall.com/returns and selecting 'Faulty' as the reason for return. Please also upload images detailing the fault during this process.

Returning from outside the UK:

Please use the returns process form at harryhall.com/returns

You will need to cover the cost of your return's postage. We recommend you obtain proof of postage.

Who covers the cost of returning my items?

If you are a One Club member the cost of returning your items is free when you use our harryhall.com/returns.

If are not a One Club member, the cost of the postage label to return your item will be deducted from your refund.

Returning a horse rug:

If you have purchased a rug, when trying it on, please ensure your horse is clean and try it on with a thin sheet underneath. We are unable to accept returns that are dirty with mud, dust or horsehair due to hygiene reasons.

Returning a dog coat:

All dog coats to be eligible for a refund must be returned in their original condition; free from dog hair, not been washed or brushed. Please take extra care when trying the coat by making sure the dog is clean and using a towel or cloth to prevent hair and smells sticking to the coat. We are unable to accept returns that are dirty with mud, dust or hair due to hygiene reasons.

Bundles and Free Gift Returns:

• For a full refund, please ensure all items from the bundle deal or free gift promotion are returned. If discounted items are returned meaning that the original promotion conditions are no longer met, the cost of the discount or free gift will be charged to the order.
• Partial bundle returns will be refunded pro rata.
• Free gifts must be returned with their parent product, in order to receive a full refund, otherwise the parent product will be refunded minus the free gift value.
• Free gifts are not refundable on their own.

How can I contact your customer services team?

If you need to return your order we make every effort to try and make this process easy for you.

Email: contact@harryhall.com

Telephone:01274 711 011