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Frequently Asked Questions

Is Kate’s Equestrian Supplies a shop?

Kate’s Equestrian Supplies is predominantly an online store, however we now offer riding hat and body protector fittings as well as the opportunity to purchase items in person from our showroom in Hinckley, Leicestershire. The showroom is open by appointment, so please call, email or contact us on Facebook to book before visiting.

Why do I need an appointment to visit your showroom?

Appointments are necessary so that I can focus my attention on you, the customer. I run the business on my own, so it is not possible to serve several customers at once especially when I’m doing riding hat and body protector fittings. It also means that I can offer appointments to suit the customer, whether it is after work, after school or at the weekend.

Can I collect my order from your premises?

Yes, you can. Please select "I would like to collect my order in store" on the checkout page. We will then be in touch to let you know when your item is ready for collection.

Where can I find a size guide?

If a size guide is available for a product, we will display it in the product images. If one of our products doesn’t have a size guide but you still need some advice, please don’t hesitate to contact us and we will do our best to help.

How long will it take for my order to arrive?

After receiving full payment we aim to dispatch orders the same day or the next working day, Monday to Friday. We use Royal Mail 48 Tracked for Standard Delivery and the delivery aim for that service is 2-3 working days. You have the option to choose quicker delivery, for extra cost, at checkout.

Can I have items sent to someone as a gift?

If you want to send something to someone as a gift then you can use his or her address as the delivery address for your order. Please note that unless you have asked us specifically not to, we will include an invoice with the parcel which will state how much the item cost.

What if I change my mind about my order?

If your order hasn’t been posted yet, we can cancel the order and refund you. If the item has already been posted you will need to return it to us for a refund (see below).

How do I return an item?

Please see our Returns Policy

How do I pay?

You can order and pay on our website using PayPal or by debit or credit card via Opayo. If you prefer, you can call us during office hours to place your order and we will take your order securely over the phone. We also take cash and card payments in the showroom.

Can I speak to someone about my order?

Yes, you can call Kate on 07834 230006 during office hours to discuss your order. Alternatively, you can email us at

I’m having problems with the website, what should I do?

If you are having any problems using our website please let us know as soon as possible and we will do our best to help.

Do you deliver to other countries?

We are able to deliver to most countries worldwide. Please contact us with details of all the items (including sizes) you require and your full address so we can provide you with a price and timescale for delivery.

I’ve not received an order confirmation email, should I be worried?

Our order confirmation emails are usually delivered to your registered email address straight away. However, if you are having problems locating this email please check in your junk and spam folders. If you still cannot locate your order confirmation email, please contact us and we will be happy to help.

An item is missing from my order, what should I do?

If an item is missing from your order, please contact us as soon as possible with your name, order number and details of the missing item. We will resolve the issue as quickly as we can.

I was sent the wrong item in my order, what should I do?

If you have received a wrong item in your order please contact us as soon as possible. We will resolve the issue as quickly as we can.

The item I purchased is faulty, what should I do?

In the rare event that an item purchased from us is faulty, please email us at with photos of the fault and your receipt. We will endeavour to rectify the problem as soon as possible in line with your statutory rights.

How do I make a complaint?

Please email us at if you wish to make a complaint.


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