Help & Frequently Asked Questions

Help & Frequently Asked Questions

If you would like help using this website or require further information about Speedgate, please feel free to contact us.

We have collated answers to many of the questions that we are regularly asked by customers so you may find the information you need under the relevant section below.


Gift Vouchers & E-Vouchers

Do you sell Gift Vouchers?

Yes - We have two different types of vouchers depending on how you want to use them. You can purchase Gift Vouchers in store in the following denominations: £5, £10, £20 & £50. These can be used in any of our Speedgate stores but are not currently accepted for website orders. If you would like to purchase a voucher that can be used for a website order, we also offer E-Vouchers. Note however that E-Vouchers can only be used online and cannot currently be used in store.

Can I buy Gift Vouchers online?

Currently Gift Vouchers cannot be purchased online. If you would like to buy some and have them sent to you, please contact our Mail Order Department on 01474 872313 Option 4. Please note that Gift Vouchers are subject to a £5.99 delivery charge as they are sent via courier rather than by post in order to provide full tracking details and insurance in the event of non-receipt. We aim to dispatch any Gift Voucher orders received before 2pm on the same day, so they should be with you on the following working day.

Can I exchange a Gift Voucher for an E-Voucher?

Yes - If you have an in store Gift Voucher and would like to exchange this for an E-Voucher that can be used for a website order, please contact our Mail Order Department on 01474 872313 Option 4.

In Store

What is your returns policy?

We offer a full refund or exchange within 28 days of purchase. Please see our Returns Policy page for further details.

Are your staff trained in hat and body protector fitting?

Yes - all Saddlery staff are fully trained in all elements of hat and body protector fitting. New staff are usually trained within a few weeks of their start date.

What is the minimum age for hat fitting?

The minimum age of child we fit hats to is 4 years old. This is due to the weight and pressure a riding hat can put on the child's neck. For children under 4 we recommend a bicycle helmet as they are a lot lighter.

Do you sell saddles?

No - David Dyer is still based at the same site as our Chislehurst stores but runs his own business separately from Speedgate. His contact number is 07714 158986.

If a product I'm after is not in your store, how long does it take to come in?

If we can source the product from one of our other stores we aim to have it within 24 hours. If we have to order it from the supplier, the delivery times do vary but we aim to get it as quickly as possible - please ask a member of staff for further information.

Is there assistance available if I'm purchasing larger items from one of your Feed Barns?

Yes - both Feed Barns provide a carry-to-car service and we will also load your hay and bedding into your vehicle too if required.

Do you have a Speedgate own-brand range of feeds?

Yes - We have our own range of horse and dog food. There is a range of horse mixes and cubes, plus a range of dog foods including gluten free and puppy options.

Can I buy wormers over the phone?

Wormers can only be sold by one of our qualified SQPs. We aim to have one of our SQPs on duty at each site every day, however sometimes this is not possible. Please contact us for further information.

Can I get a discount if I buy feed in bulk?

Yes - We can offer discounts on certain products if you buy in bulk. It does depend on what the product is, how much you want to purchase and whether you can collect from one of our stores or require it to be delivered. Please contact us for further information.

Local Delivery

What areas do you deliver to?

We deliver to most post codes in North West Kent. If you are unsure if you are within our delivery areas you can use the post code checker here or you can call the Delivery Department on 01474 872313 Option 2.

Is there a minimum amount I have to buy/spend to get a delivery?

Generally we offer free delivery within our standard delivery area, however under certain circumstances a minimum order value of £50 may be required or a £5.99 delivery charge may be applied.

Can I add on Saddlery items, supplements, tools, etc?

Yes - Saddlery products can be delivered however this does not include body protectors or riding hats as these products need to be correctly fitted by a trained member of staff. Some Saddlery items cannot be returned through the delivery service - please check when ordering.

Do I still get loyalty points on my delivery?

Yes - Your loyalty card will be linked with your delivery account and the relevant points will be added after payment of your order.

When will you deliver to my yard or area?

We deliver to a different area each day of the week (Monday - Saturday). You can use our post code checker here to find out which day we will deliver to your yard.

Will I have a regular delivery slot?

Yes - If your delivery address is on one of our scheduled rounds we will deliver to your yard on the same day each week. However please be aware that delivery times may change depending on the routes taken by our vehicles on the day.

Do I need to be there when you deliver?

No - Provided we have access to the yard and an area to leave the delivery, you are not required to be there.

If an item has been damaged or delivered incorrectly, what should I do?

You will need to contact the Delivery Department on 01474 872313 Option 2 within 24 hours of delivery. We will try to rectify the problem as soon as we can.

How can I order a Local Delivery?

You can order a Local Delivery using this website, in store at one of our Feed Barns, over the phone on 01474 872313 Option 2 or by email to .

Can I collect some of the items on my delivery order?

Yes - Any items from your delivery order can be collected from one of our sites provided they have sufficient stock. Please note items that have not been paid for will not be available to collect.

Can I add or remove items from my delivery order?

Yes - Delivery orders can be adjusted up to 1pm the day before your delivery is due. To amend your order, please contact us on 01474 872313 Option 2.

When do I need to place my order by?

Delivery orders need to be placed before 1pm the day before your delivery is due. There is no limit on how early you can place the order.

I'm moving to a yard that you already deliver to but have never had a delivery from you before. What do I need to do?

Please contact us by phone on 01474 872313 Option 2 or email us at .

You don't currently deliver to my yard but I would like to start using your service. What do I need to do?

Please contact us by phone on 01474 872313 Option 2 or email us at .

Can I order non-stock items for delivery?

Yes - Non-stock items can be ordered for delivery but please allow 7-14 days for the item. Please note we cannot be responsible for stock shortages from our suppliers. Also please note that non-stock items are non-returnable unless faulty.

What happens if you deliver in the rain and I am not there to receive the delivery?

The delivery team will endeavour to either leave your items under cover or cover your items in plastic sheets to protect them from the worst of the rain.

Can I pay upon delivery?

No - All goods must be paid for before delivery.

Courier Delivery

Can I order over the phone?

Yes - You can order over the phone. Our phone number is 0845 004 1141. 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.

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.

Do I earn any loyalty points for online orders?

Yes, you can collect loyalty points when you shop online. If you have not yet registered your existing loyalty card online or you do not already have a Speedgate loyalty card please click here for more information.

When do you take payment from my account?

Payment is taken from your account when the order is placed. If you need to cancel or return items, we will refund your credit/debit card for the appropriate amount.

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 a country or territory where VAT is not charged - how do I get this removed from my order?

Our systems will automatically remove any VAT from the prices shown in the shopping basket once you enter a delivery address that is not subject to VAT.

When will you dispatch my order?

Your order confirmation email will include 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.

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. Please click here to view full details of our charges.

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 companies do you use?

The majority of our orders are dispatched using UKMail. Other couriers may be used when address or parcel details are not suited to our preferred carrier.

How long does delivery take?

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 for redelivery.

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 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.

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 as soon as possible.

How do I return an item?

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. For full details, please refer to our Terms & Conditions. A returns reference number will need to be obtained from a member of our customer services team. The returns reference number needs to be marked clearly on the parcel and on any relevant paperwork that may be returned with the item.

You can return an item to either of our Saddlery stores to be passed to our website/mail order customer services team, however it should still be packaged as above and will be processed as if it had been sent by courier.

Once the item has been received back at our offices and is found to be in a re-saleable condition a refund will be issued. You will then either be contacted via email 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 our customer services team. 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.

Can I exchange an item?

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. We will be happy to refund you for the unwanted product once we have received it back at our offices.

Events

Where can I find details of what events and clinics are taking place at Speedgate?

A diary of events and clinics that are happening throughout the year can be found on our Events Page along with schedules that can be downloaded. Copies of all schedules along with entry forms can also be picked up from one of our Saddlery stores.

How do I pay to enter a Speedgate event?

You can post your entry form along with a cheque made payable to Speedgate Enterprises Ltd. Alternatively you can hand in your entry form marked for the attention of Speedgate Events, along with your choice of payment (cash or cheque) to a member of staff in one of our stores at Fawkham. Please use one entry form and cheque per show. Phone or email entries will not be accepted.

Where do I post my entries to?

Postal entries should to be sent to: Speedgate Events, Speedgate Farm, Fawkham, Longfield, Kent DA3 8NJ

When do entries close for each event and can I enter on the day?

Dressage and combined training entries close the Monday before each show and no entries on the day are permitted. Showing entries close on the Tuesday before each show. Entries will be accepted on the day if space permits. Show jumping entries close on the Thursday before each show and if space permits, entries will be taken on the day.

If I have an enquiry about an event or clinic who do I contact?

The Events Manager can be contacted during office hours Monday to Friday on 01474 888474 or can be emailed at . The Events mobile number 07765 547301 is only normally in operation during competition days and on the Thursdays that dressage times are being given out.

When and how do I get my dressage or combined training times?

For dressage and combined training times phone 07765 547301 between 9.45am and 5pm on the Thursday before each show. Competitors who fail to to ring for their times will be deemed to have withdrawn and their space may be given to someone on the waiting list.

Where will I be able to view the results from any of the events?

All show results will be able to be viewed on the Events Page on this website.

What do I need to do if I would like to take part in a clinic being held at Speedgate?

To book on to any of the Julia Buckle polework clinics you would need to contact our Events Manager by calling 01474 888474 or emailing . Once booked on to the clinic date of your choice, you should then post your payment along with your name and contact details. Alternatively, you can make a payment in person in the Feed Barn at our Fawkham site before commencement of the clinic. Kim Atkinson runs all the Andrew Day clinics and she can be contacted on 07834 170830.