Frequently Asked Questions (FAQ)

Below you will find answers to the most common questions — hopefully you will find what you are looking for.

Payments & Discounts

Can I use multiple discount codes at once?

No, discount codes cannot be combined. Only one code can be applied per order. If you have several gift cards or personal coupons, feel free to contact us and we will help you find the best way to use them.

What if I forgot to apply a discount code?

No problem! Just contact us within 24 hours after placing your order, and we will do our best to help.

Can I apply a discount code to an already discounted item?

No. Discount codes are only valid on full-price items — they cannot be combined with sale offers.

How much is shipping?

Standard shipping is already included in the product price listed on the website.

You do not pay any additional shipping fees — no extra charges will be added at checkout for standard delivery.

If you choose express shipping at checkout, an additional charge of €10 will apply.

More details are available on the “Shipping” page on our website.

When will my order be shipped?

All orders are processed and shipped within 1–2 business days after the purchase is completed.

Please note that processing times may be extended due to circumstances beyond the company’s control.

If you need your order urgently, please select express shipping at checkout.

More details are available on the “Shipping” page on our website.

How long does delivery take?

Delivery times depend on the destination country and are estimated as follows:

  • Spain — 1 to 2 business days
  • European countries — 3 to 5 business days
  • Other countries — 4 to 6 business days

More details are available on the “Shipping” page on our website.

Will there be customs fees if I order from outside the EU?

Our warehouse is located in Spain, so all orders are shipped from within the EU.

If your order is being delivered to a country outside the European Union, additional customs duties or taxes may apply in accordance with the regulations of the destination country.

Please note: these charges are not controlled by our company and must be covered by the customer.

Since customs policies and rates vary by country, we are unable to estimate the potential fees in advance.

We recommend checking your country’s import regulations or contacting your local customs office for more information.

More details are available on the “Shipping” page on our website.

How is delivery to the UK handled?

Orders shipped to the United Kingdom are sent using the DDP (Delivered Duty Paid) method.

This means that you will not need to pay any additional duties or taxes upon delivery — we take care of all customs procedures and cover the related costs.

The amount shown at checkout is final — no extra payments will be required.

More details are available on the “Shipping” page on our website.

Can I cancel or change my order?

Yes, as long as the order has not been shipped yet.

Please contact us as soon as possible and we will do our best to make the changes.

Once the order is shipped, it can no longer be modified.

More details are available on the “Shipping” page on our website.

I entered the wrong address — what should I do?

All shipping details are forwarded to the carrier exactly as provided at checkout.

If the address is incorrect or incomplete, the delivery may fail.

In such cases, the customer is responsible for covering any additional costs related to the return or reshipment.

More details are available on the “Shipping” page on our website.

What if I am not home at the time of delivery?

Once your order is shipped, you will receive tracking notifications from the courier. Through these messages, you will be able to change the delivery date or select a pickup location.

Why was not my order delivered?

In some cases, an order may not be delivered for reasons outside our or the courier’s control, such as:

  • Incomplete or incorrect delivery address
  • Recipient unavailable during delivery attempts
  • Package not collected from the pickup point in time
  • Inability to contact the recipient for customs clearance
  • Recipient refused the delivery

If a package is returned for any of these reasons, a fixed fee will be deducted from the refund to cover return shipping and handling costs:

  • €5 — for returns within Spain
  • €10 — within the European Union
  • €20 — for the rest of the world

More details are available on the “Shipping” page on our website.

How can I request a return or exchange?

You have 14 days from the date of delivery to return or exchange an item.

More details are available on the “Returns & Exchanges” page.

How much does a return cost?

When returning an item, please note that return shipping is at the customer’s expense.

If you are requesting an exchange, we will cover all related costs.

Please note: if your order was eligible for free shipping and you return the entire order, a €10 shipping fee will be deducted from your refund, as the final order value no longer qualifies for complimentary delivery.

More details are available on the “Returns & Exchanges” page.

I received the wrong product

While we try to pack every order carefully, mistakes can happen.

Please contact us, provide your order number and a photo of the incorrect item — we will fix the issue as soon as possible.

I received a defective item — what should I do?

If your item has a manufacturing defect, please reach out to us.

Include your order number, describe the issue briefly, and attach photos showing the defect.

We will review your case and offer a solution.

My package is marked as delivered, but I have not received it

Please contact us and your local branch of the shipping carrier.

We will investigate and file a claim if needed.

Email: contact@veroveoequestrian.com

WhatsApp: +34 644 95 05 78