Shipping policy

We aim to ship your purchases within 1-3 working days of receiving the order.  A tracking number will be included in your shipping confirmation email.

Shipments made in UK via Royal Mail Tracked 

Shipments made Internationally via International Tracked Service

DHL

Fedex

Shipments to Africa, Middle East, Russian Federation, Venezuela, Pakistan are only shipped via DHL Express. 

If you wish to receive you goods via DHL or Fedex, please let us know at HQ info@derriereequestrian.com

UNCLAIMED/RETURN TO SENDER/NONPAYMENT OF CUSTOMS

Derrière is not responsible for any non delivery of orders due to failed delivery attempts. Collection or redelivery must be organised by the customer. 

If a parcel is unclaimed and sent back to us, additional shipping costs to resend will be charged to the customer.   

If the customer refuses to pay customs charges or does not claim the package and it is returned to Derrière. A admin fee plus shipping charges will be deducted from refunds. Unclaimed and rejected parcels can take up to 3 months to be returned to Derrière. No refunds can be processed until the goods have been received. 

CUSTOMS PAYMENTS 

Derrière sends all parcels Delivery Duty Unpaid (DDU) which means that the customer is responsible for any import duties, taxes and customs which may be necessary to release an order from international customs.

Tax and import duty varies for each country so we recommend you check first with your local tax office to see if any fees will be payable.  

If the customer refuses to pay any duty and customs charges and the parcel is returned to sender all shipping charges will deducted from any refund. No refund will be made until the returned parcel has been received by ourselves.  Please note that parcels that have been 'returned to sender' can take up to 3 months to arrive.  We will not cover any fees which may be incurred to return the parcel which will result in it being destroyed by the customs authorities.

If you have any questions please get in touch with HQ on info@derriereequestrian.com

RETURNS

  • Derrière extends a returns policy to cover all products outside our underwear collection. However, for sanitary reasons, returns on underwear are not permitted.

  • The purchase must have been made within the preceding 21 days, and the refund process may take up to 28 days to be credited to your account. Unfortunately, we are currently unable to provide complimentary return services.
  • To qualify for a return, the product must be in its original condition, unwashed, with tags and packaging intact. Additionally, there should be no discernible signs of makeup, deodorant, smoke, or animal hair.
  • Please note that shipping costs are non-refundable unless the item received is faulty or incorrect.
  • When returning items, use a reliable trackable service and retain proof of postage, as we cannot assume responsibility for lost items during transit.
  • For purchases made during a sale or with a discount code, exchanges are limited to store credit only and are not eligible for a refund.

    FAULTY ITEMS

    Derrière boasts an exceptionally minimal defect rate, and we express our regret on the rare occasions when our customers encounter a flawed product.

    Should you perceive any defects in your product, kindly reach out to us promptly via email at hq@derriereequestrian.com, providing a detailed description and accompanying photographs of the fault. This will enable us to investigate the matter thoroughly.

    Customers have the entitlement to a complete refund or a replacement within 30 days of receiving the goods if they are deemed faulty.

    Products damaged as a result of prolonged, excessive use or failure to adhere to the care instructions for washing are not classified as faulty. We only consider manufacturing defects, and refunds will not be issued for items damaged due to incorrect sizing.

    SHOWS 

    Derrière are unable to accept refunds on purchases made at shows.

    We are happy to offer an exchange within 14 days of purchase.

    Postal charges may apply.

    Please contact us hq@derriereequestrian.com