Henry Wag FAQs:

Henry Wag Equine Drying Glove

Frequently Asked Questions:

How do I place an order on your website?

Simply browse our products and add any items you’d like to purchase by clicking on the add-to-basket button. Once you’ve added everything you’d like to purchase, click on the basket at the top of the page to reveal the products in your basket. When you are ready to check out, press the button, and proceed to checkout. Follow the on-screen instructions to complete your personal details and payment details.

Can I place an order over the phone?

Yes, of course. Please just telephone 01594 810990 and we’ll happily place your order for you, as well as answer any questions you might have.

What happens next?

When we receive your order, you will automatically be sent a confirmation email confirming your order. We aim to process and ship your order within 48 hours of receiving it – please be aware our working days are Monday -Friday. For example, if an order was placed on a Friday evening, we would receive the order Monday morning and the 48 hours would begin at that point.
Once your order is dispatched an email will be sent to you to confirm your order is on its way.

Can I change or cancel my order?

Providing your order hasn’t been picked and packed by our warehouse staff, we can cancel or change your order up until this point. Once the order has been packed it will be dispatched to match your original order and can’t be changed or cancelled.

How can I change or cancel my order?

Please send us an email to enquiries@henrywag.com or telephone 01594 810990 as soon as possible. Most orders are processed on the same day. Once an order is packed, we can’t make any amendments to your order.

Payments: –

How can I make payment?

We accept all cards through our online payment portal – Stripe. You can pay via our website/shopping cart or by phone. We do not accept PayPal.

How do I use my gift card?

Once you’ve selected the products you’d like to purchase, please go through to checkout. At the top of the page please click on “Have a coupon?” and enter your gift card code. This will then automatically adjust your basket and payment amount due.

If you have any issues using your gift card, please email enquiries@henrywag.com or telephone 01594 810990, where we’ll be happy to help you further.

Delivery: –

Where do you deliver?

We currently only ship our products within the United Kingdom.

How much will it cost to get an item delivered?

We have three delivery price bands depending on the product you’ve selected. The delivery cost for each product will be listed on each product page under the delivery tab.

 

Product Size

Standard Delivery UK Mainland

Standard Delivery Northern Ireland

Small

£3.95

£4.95

Medium

£4.95

£6.95

Large

£7.95

£9.95

 

We offer free standard shipping on orders over £40.00, however, delivery costs will still be incurred at the rates stated above for orders being delivered to Northern Ireland.

When will my order be delivered?

We use Royal Mail tracked service or a suitable courier to deliver your order. Delivery guidance is 2 to 3 working days.

What if I’m not at home when my item is delivered?

When the courier is not able to deliver your parcel, they will leave you a card either offering a re-delivery at a time to suit you or advising where your parcel is being held, pending collection. If we’ve used a courier, where you have a safe place listed on your account, your parcel may be left in your safe place, please double-check before contacting us. Thank you.

How can I track my order?

When your order is dispatched a tracking number and the name of the courier will be provided for you to track and trace your order.

What if my order doesn’t arrive?

If you do not receive your order within 3 working days of being advised it’s been dispatched, please contact us on 01594 810990 or enquiries@henrywag.com where we will be happy to update you regarding the progress of your order.

Returns: –

How do I return an item?

Fill out the returns form that came with your order and mark clearly if you would like a refund or an exchange.
If for any reason you no longer have your returns form, please email enquiries@henrywag.com and we’ll send a new one to you.
Include the returns form with the item(s)you are returning.
Post the item(s) back to us
Post the item(s) using a tracked or signed-for service, with your choice of courier.
Remember to keep your proof of postage until we have confirmed by email that your return has been processed.

Returns address: –

3P Enterprise Ltd
Unit 5, Plot 8, Forest of Dean Business Estate
Stepbridge Road
Coleford
Gloucestershire
GL16 8PJ

Do you offer free returns?

Unfortunately, we do not offer free return postage.
Whilst your parcel is in transit, it is your responsibility. We recommend that you return your item(s) to us by using a tracked or signed-for service, to ensure we receive the parcel safely.

Can I exchange an item?

Customers can exchange items for a different size or product within 14 days of receiving your order. Please be advised that different-sized items or different products may carry an additional cost. Upon receiving your initial order back at the warehouse, an Invoice will be emailed for the extra cost. Once payment is received, we will post out your preferred item(s).

How long will an exchange take?

We ask that you allow up to 5 working days for your exchange to be processed, as soon as we have done this you will receive a confirmation email.

All exchanged items are sent out using our standard free delivery service, delivery guidance 2 to 3 working days.

Please be advised we can only send out your new exchange item(s) once we have received the unwanted item back. If you are in a rush to receive an exchange item, we advise that you return the unwanted item back for a refund and place a new order for the preferred item.

How long will a refund take?

When your return has been delivered to our warehouse it can take the returns team up to 5 working days to process your return, as soon as we have processed your return you will receive a confirmation email that it has been received.

The returns team will then process your refund within 1-2 working days, please allow the following time for the funds to show in your account: –
Debit card refunds can take up to 5 working days.
Credit Card refunds can take up to 10 working days however it depends on your provider
Stripe refunds can take up to 3 working days.

Will my original postage charge be refunded?

No, the original postage cost is usually not refunded and the return postage is your responsibility.

Can I drop my return off at your warehouse?

Yes, that’s fine. Please telephone first to ensure we’ll be onsite, to avoid a wasted journey.

I haven’t received my refund yet, what do I do?

Once we have confirmed by email that we have processed your return, we do ask that you allow up to 10 working days for the funds to show in your account, depending on how you paid (see how long will a refund take?). If after 10 working days the funds are not showing, please contact our customer service team on 01594 810990 or enquiries@henrywag.com.

If you can’t find the answer to your question here, please email enquiries@henrywag.com or telephone us on 01594 810990. Our office is open Monday – Friday 9am – 4.30pm.