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Shipping & Returns

Shipping Policy

Returns, Refunds & Exchanges

This shipping policy applies to purchases made through www.thegracefulequine.com.au. For any enquiries, please contact us at hello@thegracefulequine.com.

 

Shipping Options & Delivery Costs

 

The following shipping options are currently available;

- Regular / Standard Post

- Free Local pick up ​from Bowraville and Macksville - confirmation will be sent at time of order

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Order Processing Time
 

Orders typically undergo a standard 1-2 business day processing before dispatch. During peak periods, this may extend to 5-7 business days.

 

Delivery Address & P.O. Boxes

 

We ask that you carefully double check the delivery address when ordering, we are unable to modify the delivery address once you have placed your order. If you have noticed an error in your submitted delivery address, please get in touch with us as soon as possible via hello@thegracefulequine.com.au. We are sorry, but we do not ship to P.O. Boxes.

 

International Orders

 

At present, we do not facilitate international orders outside of Australia.

 

Tracking Your Order

 

Once your order is dispatched, a confirmation email containing tracking information (where applicable) will be sent, allowing you to track your package via the carrier's website.

At The Graceful Equine, your satisfaction is our priority. Please note:

  • Returns: We cannot accept returns for opened products due to the nature of our items.

  • Damaged or Incorrect Products: If you receive a damaged or incorrect product, contact us immediately via hello@thegracefulequine.com to rectify the issue.

  • Faulty Products: Contact our team at hello@thegracefulequine.com if you believe you've received a faulty product, providing your order number, affected item details, and a photo of the fault for swift resolution.

  • Store Credit for Faulty Goods: If a manufacturing fault is confirmed, we'll honour a store credit for up to 12 months post-purchase.
     

Return Process and Refunds

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  • Postage Costs: Customers are responsible for the postage/shipping costs incurred when returning products. If a product is returned for a refund, the shipping cost from the original purchase will not be refundable. We advise using a tracked postage service and recommend acquiring proof of postage.

  • Inspection and Refund: Returned items undergo inspection before issuing a refund, and you'll be notified regarding the approval of the refund via email.
     

Please note: The Graceful Equine reserves the right to refuse returns at its discretion in line with ACCC guidelines.
 

This policy is governed by English language interpretation, regardless of translations.
 

For further assistance or inquiries, please reach out to our team at hello@thegracefulequine.com.

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