|
| Help, FAQs & Contact |
|
|
Having problems ordering or using our website?
We're here to help - Please email us at or call Customer Services on 0845 004 1141. Our opening hours are Monday - Friday, 9am to 5:30pm. If you send us an email, or leave us a voicemail outside of these hours, we will get back in contact with you when office next re-opens.
We aim to respond to all email and voicemail enquiries within 4 working hours.
How can I get in contact with you?
Other than emailing us at or phoning our Customer Services line on 0845 004 1141, you can contact us by post at:
Speedgate Direct
Other Frequently Asked Questions:
General & Shopping
How Are The Savings Values On This Site Calculated? When Will You Dispatch My Order? Why Has the Estimated Shipping Date Changed? Can I Add Or Cancel Items To Or From My Order? Do I Accumulate Any Loyalty Points For Online Orders?
Payment
When Do You Take Payment From My Account? Can I Pay For My Order With A Cheque? I Live In The Channel Islands - How Do I Get VAT Removed From My Order?
Delivery
What Are Your Delivery Charges? How Do I Qualify For Free Delivery? Why Do I Incur A Delivery Surcharge? Which Courier Company Do You Use? What Happens If There Is No-One In To Receive Delivery Of My Order? What Is The Cut-Off Time For Next Day Delivery? Why Does My Order Have To Be Shipped In One Consignment? Why Hasn't My Order Arrived Within The Estimated Shipping Time? Can I Collect My Order From Speedgate Farm? Can I Upgrade To Saturday Delivery?
Returns, Exchanges & Refunds
What Do I Do If An Item Is Faulty? What Do I Do If An Item Has Been Damaged During Transport? Can I Return Riding Hats & Body Protectors? Speedgate Direct is a trading division of Speedgate Enterprises Ltd. Click here to find out all about us.
Yes you can order over the phone. However, if you have access to the Internet we would advise you to order through our website as you will receive an order confirmation by email.
How Are The Savings Values On This Site Calculated? All savings displayed on this site are based on Recommended Retail Price (RRP) or where no RRP is available, the retail price has been calculated based on a standard industry markup percentage for the relevant product(s).
When Will You Dispatch My Order? Your order confirmation email will contain an Estimated Shipping Date. We aim to dispatch all orders within their estimated shipping dates. If for any reason we are unable to do this, a member of our customer services team will contact you informing you that there is a delay with your order and to discuss the options available to you.
Why Has The Estimated Shipping Date Changed? The shopping basket updates the estimated shipping date when products are added. This may change during the order process due to the availability of products. We hold a number of items in stock which are available on a Next Day service whereas some of the items we have to order in from our suppliers to meet our customers' requirements. These products are generally available on a 3-5 day service. A selected number of products are available to order, but have an estimated shipping date of 1 week. These items include some specialised electric fencing equipment and larger sizes of supplements. If an order is placed containing items that are available on different dates, the Estimated Shipping Date will always show the longest time period. This is so that you have an accurate idea of when to expect your order.
Can I Add Or Cancel Items To Or From My Order? Items can be added to or removed from your order providing the order has not been dispatched. When items are added to your order, the estimated shipping date may increase by a few days if the item is not immediately available on a Next Day service. We may also need to re-key your payment details if the total value of the order has increased by 15% or more.
Do I Accumulate Any Loyalty Points For Online Orders? Unfortunately at this current time our Loyalty Points Scheme is only available on goods purchased directly from Speedgate Saddlery or Speedgate Farm Feeds via our stores in Fawkham, Kent
When Do You Take Payment From My Account? Payment is taken from your account once the goods are ready to dispatch. This allows any amendments to your order to be carried out if for example, an item is unavailable.
Can I Pay For My Order With A Cheque? Payment via cheque is available on request, however if you choose to pay for an order using a cheque it will delay the dispatch of the order. We are unable to dispatch any orders paid for by cheques until we have received the cheque and we have had confirmation that it has cleared. You will need to telephone us to place an order for which you wish to pay by cheque.
I Live In The Channel Islands - How Do I Get VAT Removed From My Order? Unfortunately the VAT cannot be deducted during the order process online. The VAT will be deducted manually by a customer services operative once the order confirmation has been received. A new order confirmation will be sent informing you that the VAT has been removed. No money will have been deducted from the your card. In fact we don't charge you until the goods are ready to dispatch.
What Are Your Delivery Charges? Unlike many online retailers, we are proud to display our delivery charges and don't wait until you have gone to the checkout before telling you how much extra delivery is going to cost. Click here to view our charges, including information on our free standard delivery offer.
How Do I Qualify For Free Delivery? Any orders placed over the value of £60 will qualify for free delivery, provided you live in a standard UK mainland postcode. The standard delivery charge will automatically be removed from your shopping basket when the total value of the order reaches £60. Unfortunately in some areas of the UK a remote surcharge will still apply.
Why Do I Incur A Delivery Surcharge? Unfortunately if you live in a remote part of the UK you will incur a delivery surcharge. The postcodes that incur these surcharges can be viewed here. This is due to these areas being located outside the standard UK mainland delivery area and our courier companies having to pass on these deliveries to local agents. We do not make any extra money from deliveries to remote areas - we are simply passing on the surcharges that our couriers charge us.
Which Courier Company Do You Use? The majority of our orders are dispatched using Parcelforce. Occasionally FedEx are used for any orders that contain products over 1.5metres tall.
All UK mainland orders are dispatched on a next working day service once all the items are available in stock. Our couriers usually deliver between 9am and 5pm Monday to Friday, but cannot guarantee a specific time.
What Happens If There Is No-One In To Receive Delivery Of My Order? The delivery driver will try to leave the consignment with a neighbour or re-deliver during the following couple of days. You should receive a card through your door advising you of the attempted delivery and giving you the opportunity to make your own arrangements with the local depot. In the event delivery is still not met, a further card should be left informing you of a local Post Office from where you can collect your consignment.
What Is The Cut-Off Time For Next Day Delivery? We aim to dispatch all Next Day orders placed before 2pm Monday - Friday the same day for next working day delivery. Occasionally it may be possible to dispatch some Next Day orders placed after 2pm up until 3:30pm. If an order is urgent please contact a member of our customer services team on 0845 004 1141 and we will be happy to advise you whether it is possible for your order to be dispatched that day.
Why Does My Order Have To Be Shipped In One Consignment? Orders have to be shipped in one consignment as our system is not designed to dispatch part of an order without taking payment for the remaining goods. By shipping orders as a single consignment we are able to offer free delivery on orders over £60.00.
Why Hasn't My Order Arrived Within The Estimated Shipping Time? The Estimated Shipping Time is a guideline for when you should expect to receive your order. If for any reason you have not received your consignment within this time and no card identifying an attempted delivery has been left by our courier, please contact us on 0845 004 1141 with your order reference number. We will contact our courier to locate your consignment and find out its status. If necessary, a re-delivery can be arranged.
Can I Collect My Order From Speedgate Farm? Yes - you are more than welcome to collect your order from our premises. This option is not currently available on the website, so if you wish to collect your order please contact a member of our customer services team on 0845 004 1141. When the goods are ready we will contact you to arrange a convenient time for collection. Unfortunately for any orders under £60 the delivery charge will still be applied as Speedgate Direct is a mail order based company and we achieve the best prices for our customers by keeping to a simple supply chain model. Any variation in this process for individual orders causes considerable manual intervention and in turn, brings associated costs.
Can I Upgrade To Saturday Delivery? Saturday delivery is available on request however there is a delivery surcharge of £15.00. This will be added on to the standard delivery charge of £5.99 if the order is less than £60.
Any item that is not required can be returned providing the item and its original packaging are in a clean and re-saleable condition. Horse rugs will also need to be hair free. Unfortunately we are unable to except riding hats and body protectors back. Please refer to the Terms & Conditions or on the back of your invoice. A returns reference number will need to be obtained from a member of our customer services team at or on 0845 004 1141 Monday - Friday. The returns reference number needs to be marked clearly on the parcel and on any relevant paperwork that may be returned with the item. Once the item has been received back at our offices and are found to be in a re-saleable condition a refund will be issued. You will then either be contacted via e-mail or telephone informing you of this event.
What Do I Do If An Item Is Faulty? In the event of there being an alleged fault with a product that you have received, please contact us either at or on 0845 004 1141 Monday - Friday. We will then arrange to have the item collected and returned to us at our expense. The product will need to be inspected by us before a decision can be given and on the odd occasion, the faulty product may need to be returned to our supplier for further testing. After inspection a full refund or replacement item will be given if we agree that there is a fault.
Unfortunately due to the way our system is set up we are unable to offer an exchange on any unwanted products. If an alternative product is required a new order will need to be created. This can either be done via the website or you can contact us on 0845 004 1141 Monday - Friday. We will be happy to refund you for the unwanted product once we have received it back at our offices. For further information, please see our Terms & Conditions.
What Do I Do If An Item Has Been Damaged During Transport? If an item has been found to be damaged upon receipt of your order, please contact a member of our customer services team on 0845 004 1141.
Can I Return Riding Hats & Body Protectors? Due to riding hats and body protectors being safety items we are unable to accept any returns (except in the case of faulty items or incorrect delivery) as it is not always possible for any damage to be detected. Before you can purchase one of these items online, you will need to agree to a disclaimer. Speedgate Direct recommend that with any of these items you get them fitted by a trained member of staff at a local saddlery.
|
| |||||||||||||||||||
| |||||||||||||||||||
 | |||||||||||||||||||
|
|
|
|||||||||||||||||
 | |||||||||||||||||||
Clearance Deals | Help, FAQs & Contact | About Us | Delivery Changes | Terms & Conditions | Sitemap
Speedgate Farm, Fawkham, Kent DA3 8NJ. Registered No: 1174807