Frequently Asked Questions (FAQ) – Rider Kit
Welcome to the Rider Kit FAQ page. Whether you are a first-time visitor or a long-standing customer, we have gathered the most common questions about our products, services, and policies to help you shop with confidence. Our goal is to make your experience at riderkitco.com as smooth and enjoyable as possible.
1. What products do you offer on riderkitco.com?
We specialise in the full range of Rider Kit equestrian products. This includes turnout rugs, stable rugs, saddle pads, leg protection for horses, rider clothing, grooming supplies, fly protection, and many other horse care essentials. If you are looking for high-quality, durable equipment for you and your horse, you will find it here.
2. Are Rider Kit products authentic?
Yes, absolutely. All products sold on riderkitco.com are 100% genuine Rider Kit items. We source directly from trusted suppliers to ensure that every rug, boot, or accessory meets the brand’s strict quality standards. You can shop with complete peace of mind.
3. How do I choose the correct size for a horse rug?
Choosing the right rug size is important for your horse’s comfort. Rider Kit rugs are typically sized in feet and inches (e.g., 5’9”, 6’0”, 6’3”). To find the correct size, measure your horse from the centre of the chest to the edge of the tail. We also provide detailed size guides on each product page. If you are between sizes, we generally recommend sizing up for better coverage.
4. Can I return an item if it does not fit or if I change my mind?
Yes, we accept returns on most items within a set number of days from delivery, provided the item is unused, in its original packaging, with all labels attached. Items must be clean and in the same condition as when you received them. Please note that personalised items or products with removed tags cannot be returned. For full details, please refer to our Returns Policy on the website.
5. Do you offer exchanges?
Unfortunately, we do not offer direct exchanges at this time. If you need a different size or a different product, we ask that you return the original item(s) following our returns procedure and place a new order separately. This helps us process your request quickly and accurately.
6. How do I return a faulty item?
If you believe you have received a faulty item, please contact our customer service team through the website. We will ask for a clear description of the fault along with photographs. If we confirm that the item is faulty, we will arrange for you to send it back and provide a replacement or a full refund.
7. Can I return a horse rug that I have tried on my horse?
Yes, you may try a rug on your horse to check for fit. However, we strongly recommend that you place a clean, lightweight rug underneath the Rider Kit rug during the trial. This prevents the new rug from becoming dirty or covered in hair. If the rug is returned with dirt, hair, odours, or signs of use, we may be unable to process your return.
8. How long does it take to process a return?
Once your returned item has been received at our warehouse, please allow approximately 2–3 business days for us to inspect and process the return. After your return is approved, refunds are typically issued within 3–5 business days to your original payment method. You will receive a notification once the refund has been completed.
9. Do you ship internationally?
Yes, we ship to a number of international destinations. During the checkout process, you will be able to see whether we deliver to your specific location. Please note that orders shipped outside the United Kingdom may be subject to customs duties, import taxes, or handling fees imposed by your local authorities. These charges are the responsibility of the recipient.
10. How can I track my order?
Once your order has been dispatched, we will send you a shipping confirmation that includes a tracking number or reference. You can use this information on the carrier’s website to monitor the progress of your delivery. If you do not receive a tracking number within the expected timeframe, please check your spam folder or refer to your order history in your account.
11. What should I do if my order arrives damaged or incomplete?
In the unlikely event that your order arrives with damaged packaging, damaged products, or missing items, please document the condition with photographs and contact us through the website as soon as possible. We will work with our shipping partners to resolve the issue and arrange for a replacement or refund where appropriate.
12. Can I change or cancel my order after it has been placed?
Once an order has been submitted, we begin processing it quickly to ensure fast dispatch. If you need to change or cancel your order, please contact us immediately through the website. We will do our best to accommodate your request, but we cannot guarantee changes once the order has entered the shipping process.
13. Do you offer gift cards?
Yes, we offer e-gift cards that can be purchased directly on riderkitco.com. E-gift cards are delivered by email and can be used for full or partial payment of any product on our website. They make a perfect gift for any rider or horse owner.
14. How do I care for my Rider Kit products?
Care instructions vary depending on the product. For rugs and clothing, we recommend following the washing and storage guidelines on the product label. Most Rider Kit rugs can be machine washed at a low temperature using a non-biological detergent. Do not use fabric softeners, as they can affect the waterproof coating. Always air dry unless the label states otherwise.
15. Do you have a loyalty programme or offer discounts?
We occasionally run promotions and special offers on riderkitco.com. The best way to stay informed is to visit our website regularly or subscribe to our newsletter (where available). We also offer seasonal sales on selected Rider Kit products.
16. Is my personal information secure when I shop with you?
Yes, protecting your privacy and security is very important to us. Our website uses secure encryption technology to protect your personal and payment information. We do not sell or share your data with third parties for their own marketing purposes. For more details, please read our Privacy Policy.
17. Can I leave a product review?
Absolutely. We welcome honest reviews from our customers. Product reviews help other riders make informed decisions. You can leave a review directly on the product page for any item you have purchased. Please keep your reviews respectful and relevant.
18. What if my question is not answered here?
If you have a question that is not covered in this FAQ, please refer to the help section or customer support options available on riderkitco.com. We are always happy to assist you with any query regarding Rider Kit products, your order, or our policies.