Frequently Asked Questions

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

Yes, unless you obted not to sign up to receive marketing emails from us. If you do sign up, you can ask to be taken off our mailing list at any time.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to any third parties.

What do I do if I have forgotten my password or my password does not work?

Please reset your password under the login area.

What do I do if there is a problem with my order?

Our Customer Care team are here to help with any problems, please email:

What payment methods do you accept?

We accept most major debit, credit cards, Switch, Maestro, Visa Debit, Visa Electron, MasterCard, Paypal

Can I cancel my order?

You have the right to cancel your order and obtain a full refund. This is only possible if your order is still processing and has not been dispatched. All order cancelations must be sent to us via e-mail quoting your name, order number and full address. We can then cancel your order and refund you. If however your order has been dispatched you will need to return the order to us at your own expense.

Please use the returns label enclosed with your parcel. Once we have received the goods back, we will process a refund for you

Can I add to the order once I have placed an order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy. However if you do wish to add to the order please email usto check the status of your order, if your order has not been shipped please place a separate order and we will refund you the postage and ship the items together. Unfortunately, if your order has been shipped it won’t be possible to amend it.

Where is my order confirmation?

As soon as place an order, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder or please email us at

Why has my bank card been declined?

Your bank will be able to let you know why your card has been declined. Please contact your provider as we only get told approved or declined, we receive no other details.

Will Brooke Legacy Equestrian deliver to oversea’s?

Yes, we ship worldwide. Please contact us if your country is not listed.

what is Brooke Legacy Equestrian exchange rate for over seas orders?

We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

I have received the order but one of the items is missing?

Please check dispatch note to see what orders have been sent and if any notes have been noted for an item I.e. out of stock then contact us and our customer services team will contact the warehouse for you to find out more details.

I have placed an order but then have received an email that is informing me that the product is out of stock?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available. Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item.

I have received an incorrect item in my order what do I do?

If we send you the wrong item contact us at Customer Services: