Questions

How do I sell on Equine Lane?

Complete our application form here

Can I sell non-horse related products?

As an equestrian marketplace, all products must be equine themed.

I can’t sign into my account?

If you have forgotten your password, a “Forgotten password?” link will show up, giving you the option to change it. If you have further issues, please contact [email protected]

Can I sign up to sell products if I live outside of the UK?

Currently, we’re only accepting UK based vendors.

Can I sell products on Equine Lane if I wasn’t the one who made them?

No, it is against our guidelines to sell products that were not produced by you or your business.

Can I track my order?

You can view the status of your order within “My Account” section. Alternatively, message the seller directly.

How do I contact a seller?

On each sellers page, a “Message Seller” button will be displayed on the product page of all sellers.

Can I purchase something as a guest, or do I need an account?

You will need an account in order to purchase something on our website.

What can I do if I accidentally use a wrong delivery address?

Please contact the seller as soon as possible through the 'Message Seller' feature on all product pages of the seller.

Can I get refunded if there’s something wrong with my order?

If your product is damaged or not as advertised, all products will qualify for a refund. Please check the seller's return policy on every product page. 

Will I be able to leave reviews for products I purchase?

Yes, all customers are encouraged to leave reviews. The request to leave a review will be sent to your email address after the product has been delivered. Alternatively, you can go back to the product page and click 'Leave a review'. 

Am I able to exchange items?

Our partners will each have their own policies on whether they exchange items. Check their store page to find out more information or contact them directly through the message seller button on the seller's product pages.

Can I check the status of my order?

Depending on the shipping offered by our sellers, you may be able to track your order. Alternatively, you will be able to contact the seller via the message seller button on the seller's page. 

How long will it typically take for my order to arrive?

All our sellers have their own terms and conditions. Please check with the store you purchased from regarding delivery.

Do you ship internationally?

All our sellers have their own terms and conditions. Please check with the store you purchased from regarding shipping.

How can I cancel an order?

You can cancel an order on the “My Orders” page. However, you will need to do this as soon as possible, as you will not be able to cancel it once the order has been processed.

Who do I contact if there’s an issue with my order?

Please contact the seller directly through the message seller feature on each seller's page.

Have my returned items been received?

We will inform you once your returned items have been received by the seller.

If an error page appears, how can I tell whether or not my order has been successful?

If your order has been successful, you will receive a confirmation email. Additionally, you can view your order on the “My Orders” page. If it is visible, the order was successful.

What if my order doesn’t arrive?

Please contact the seller you bought the product from. If you require further assistance, please contact [email protected] Please note, we are only able to review the order after you have contacted the seller.

The wrong product has been sent to me, what do I do?

Please contact the seller you bought the product from via the message seller feature on their page. If you require further assistance, please contact [email protected] Please note, we are only able to review the order after you have contacted the seller.

If I send an order as a gift, do you offer wrapping?

Gift wrapping is an option on selected products, you will find a gift wrap icon on all product pages that offer this as an additional service.

Do you sell gift cards?

Not currently, if you would like to purchase a gift card please contact [email protected]

How do I apply gift card discounts to my order?

If you have applied your gift card code to our website, you will have the option to choose whether to pay from your credit/debit card or your gift card during checkout.

How do I redeem coupon codes?

If you have any discount codes, there will be an option during checkout.

My discount code/gift card isn’t working?

Please contact support at [email protected]

What payment options are available?

We accept debit/credit cards.

Why was my credit/debit card declined during checkout?

There may have been an error during checkout. If it declines a second time, please contact your bank.

How do I make an additional payment on an existing order?

Unfortunately this is not possible, a new order must be generated.

What do I do if I’ve been charged twice?

Please contact support as soon as possible with evidence of both transactions such as a copy of invoices.

When will I be refunded?

One the seller receives the returned item a refund will be processed. Please allow time for the funds to be returned to your account.

What is Equine Lane?

Equine Lane is an online equestrian marketplace, bringing together the most unique, independent brands. You can find out more about the business on our “About Us” page.

Do you sell any products of your own?

All the products listed on our platform are sold from independent retailers.

What should I do if I find a non-horse related product featured that shouldn’t be there?

We try to be consistent with what’s featured on our website and ask our sellers to keep to the topic of horses. As selling anything else would be a violation to our rules, we ask you report it by emailing [email protected]

Should I report any broken links?

Yes. We want our customers and sellers to have the best experience they can on our website, without any errors.

How do I search for items?

At the top of the website is a search bar, which you can use to find products across many of our different partners. You can also search by category.

How do I search more efficiently when there’s so many products?

If you’re looking for a specific seller, you can search their business name and go straight to their homepage. If you’re looking for a certain item, you can search within different categories.

Am I able to report a seller if I feel they are not being honest, or if they are behaving suspiciously?

If you believe one of our sellers is breaking guidelines, please contact us via [email protected]

My question wasn’t answered, is there anyone I can contact?

Yes, if you have a question that was not listed above, you can get in touch via [email protected]

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