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Payments

What payment methods do you accept?

We accept Visa and Mastercard debit and credit cards.

If you choose to visit us either to browse our extensive Tack Shop and Country Store or just to meet our friendly team, you can also pay using cash or cheque.

Will I be charged VAT?

All orders placed in Pounds Sterling (£) and sent within the United Kingdom or European Union will be subject to VAT (Value Added Tax). This is charged at the prevailing rate for the member state.

When will my card be charged?

Your card will be charged prior to your order leaving us – within 2-3 working days of you placing the order online.

Is your site safe and secure?

Gillett Cook offers online payments through Global Payments. All information exchanged to process the payment is encrypted using SSL protocol. Our SSL certificate is supplied by CyberTill. This data cannot be detected, intercepted or used by third parties and is not kept on your computer systems. If you would like further information, please visit the official Global Payments website.

Why are SSL certificates important?

SSL certificates, also known as digital certificates, are used to establish a secure encrypted connection between a browser and a server. This ensures your sensitive data, like credit card details, is protected.

To ensure the security of your credit card on our website we operate stringent validation checks on payment cards used on our website. We apologise if on occasion this delays the progress of your order but this is something we care strongly about.

If you ever want to check you are on a secure page of any website, just look for the lock symbol in the following places:

-        For Internet Explorer, you will find it in the bottom right hand corner of the screen

-        For Chrome, Safari or Firefox, you will find the lock next to or within the address/search bar if the page is secure.

Plus, the URL at the top of the webpage will change from ‘http; to ‘https’.

Will I be charged a transaction fee?

If your bank’s currency is not Pounds Sterling, you may incur additional transaction fees from your bank or card provider.

We regret that these charges are beyond our control and therefore recommend you check with your bank to understand what transaction fee you may incur prior to placing an order with us.

Will you pass my details on to other companies?

We will ask you whether or not you want to receive mailings from us, and if you would like us to give your name and address (only) to other companies who offer products/services we think would be of interest for you. We will simply take the answer as “no” if you do not agree to receive these. If you have been receiving mailings from us and our partners but no longer wish to do so or you have questions regarding the information we hold in your name, please email us at datacontroller@gillettcook.co.uk.

What currency do you accept?

Currently we are only able to accept Pounds Sterling (£) but will be looking to accept additional currencies in the future.

What personal information do you need and why?

When you create an online account on our website, you will be asked to provide an email address and password. This is required so you can access your order history, place future orders more quickly and manage your account (e.g. delivery address).

When you place an order with us, your address and payment details are required to complete the order. We retain your contact information so that we are able to contact you about your order if required and to speed up your online orders in the future. We do not store your payment information on your online account nor in our system, unless you have requested us to.

If you choose to opt in to receive promotions and marketing emails from us, we will store your email address and contact information in order to send relevant emails to you. You may unsubscribe from these at any time – the simplest way is to click the ‘unsubscribe’ link in one of the emails themselves but if you are unsure, please feel free to Contact Us.

Orders

How do I place an order?

With the Gillett Cook website we have tried to make the online ordering process as easy as possible. Simply create/log into your account, search for the items you are looking for, either through the search bar or in one of the categories, add them to your basket, select your delivery method and complete the payment.

If you think something about this process could be improved on our website, we would love to hear from you. Please email us at enquiries@gillettcook.co.uk to send us your feedback.

Alternatively, if you would rather place an order over the phone with one of our friendly team then please call us on +44 (0)1795523400. Please note: payment will be required to complete the telephone order.

How do I amend an order?

If you need to change something on your order, don’t worry, we will do our best to resolve this before the original order has been dispatched. The best way to make an amendment to your order is to give us a call on +44 (0)1795523400 as soon as you can so we can check the status of your order and ensure the correct amendment is made.

Please note: if the original order has already been dispatched, any additional items or returning unwanted items may incur additional delivery charges.

How do I cancel an item or order?

We understand that sometimes you change your mind or things change – no problem! If you want to cancel an item or your order, please give us a call at +44 (0)1795523400 so we can amend the order accordingly and arrange a refund if required.

Please note: if the original order has already been dispatched, returning unwanted items may incur additional delivery charges.

How do I use my offer code?

Lucky you! If you have a valid promotional or discount code, please enter this in the box at checkout, click ‘Apply’ and your discount will be applied to your basket automatically.

Promotional offers cannot be used in conjunction with other offers and must be used during the valid time period. If you have any questions regarding the use of promotional offers online, please call us on +44 (0)1795523400.

Delivery

What are your delivery options and timescales?

We offer Next Day Delivery in Mainland UK on posted orders for just £6 or free if you spend over £50. Please note this does not include feed and bedding. Feed, bedding and bulk products can only be delivered within the South East as we deliver these in our own Gillett Cook Vans on set delivery days. This delivery is free for orders over £20, simply select the ‘Via Own Van’ delivery option. Please ensure all next day deliveries are placed by 12pm the day before.

Please note: All posted orders require a signature on delivery to ensure your parcel safely arrives with you. If you cannot be in to sign for your parcel, please either arrange for someone else to be in to sign on your behalf or confirm via the tracking information (you will receive an email following dispatch) that you are happy for your parcel to be signed for by and left with a neighbour.

Unfortunately we do not currently offer delivery outside of Mainland United Kingdom via our website. If you would be interested in delivery outside of Mainland UK, please contact us either via email at enquiries@gillettcook.co.uk or via telephone on +44 (0)1795523400.

Do you offer next day delivery?

We offer Next Day Delivery on posted orders for £6.00 within Mainland UK. Place your order before 12pm (GMT), select the Next Day Delivery option at checkout and it will arrive the next working day.

Please note: Next Day Deliveries must be signed for so we can ensure they get to you safely and on-time. Therefore it is the customer’s responsibility to ensure someone is available to sign for the delivery during the day of its expected delivery. Unfortunately we cannot accept responsibility or late delivery if someone is not in to sign for your delivery.

Feed and bedding can be delivered next day across the South East, as long as it is on one of your set delivery days and the order is placed before 12pm.

Can I track my order?

You can! For posted orders, once your order has been dispatched, you will receive an email confirming this with the tracking information. If you do not receive this email within 3 working days of placing your order, please feel free to contact us either via email at orders@gillettcook.co.uk or via telephone on +44 (0)1795523400. For deliveries in the South East, you can find out when your set delivery day is by looking at our postcode guide, or contacting us via our chat box!

What if I am not in when my parcel arrives?

All posted orders require a signature on delivery to ensure your parcel safely arrives with you. If you cannot be in to sign for your parcel, please either arrange for someone else to be in to sign on your behalf or confirm via the tracking information (you will receive an email following dispatch) that you are happy for your parcel to be signed for by and left with a neighbour.

What happens if I don’t receive my order when I expect to?

If you do not receive your order when you expect to, please feel free to contact us either via email at orders@gillettcook.co.uk or via telephone on +44 (0)1795523400.

Can I choose a different address for delivery?

Of course you can. We understand that your delivery address may not be the same as the billing address – it could be the stables, the farm, a friend’s, a neighbour’s, or even the local pub! When you checkout, just make sure to provide the correct billing and delivery addresses in the appropriate fields.

Also, since deliveries require a signature to ensure they arrive to you, please make sure you are at the delivery address when your parcel is expected. We will email you the tracking information so you can keep an eye on its progress.

I hear you offer free local delivery – where does that cover and is there a minimum order value?

You’re right. With a fleet of Gillett Cook vans out and about and a team of friendly delivery drivers, we are able to offer free local delivery within Kent and some surrounding areas on all items from feed and bedding to tack and supplements.

The following list outlines to which postcodes in the South East we deliver to on each day, each week. If you have any questions, please contact us directly via email at orders@gillettcook.co.uk, phone at +44 (0)1795523400 or through the chat box on our website.

Monday: DA (all), ME (all, excluding Isle of Sheppey & ME13 South of Faversham), TN1, TN2, TN3, TN4, TN5, TN6, TN7, TN8, TN9, TN10, TN11, TN12, TN13, TN14, TN15, TN16, TN17, TN18, TN19, TN20, TN21, TN22, TN30, TN31, TN32, RH8, RH9, BN27

Tuesday: CT2, CT5, CT6, CT7, CT8, CT9, CT10, CT11, CT12, CT13, CT14 CT15, CT16, CT17, CT18, CT19, CT20, CT21

Wednesday: CT1, CT3, CT4, TN23, TN24, TN25, TN26, TN27, TN28, TN29, ME13 South of Faversham only

Thursday: DA (all), ME (all, excluding ME13 South of Faversham), TN1, TN2, TN3, TN4, TN5, TN6, TN7, TN8, TN9, TN10, TN11, TN12, TN13, TN14, TN15, TN16

Friday: CT4, CT13, CT14, CT15, CT16, CT17, CT18, CT19, CT20, CT21, TN23, TN24, TN25, TN26, TN27, TN28, TN29, ME13 South of Faversham only

Saturday: CT2, CT5, CT6, CT7, CT8, CT9, CT10, CT11, CT122

Please place your order by 12pm the day before we are coming to your area to ensure delivery for that week.*

To qualify for free local delivery, your delivery address must be within one of the areas listed above and your order must total £20 or more.

* We are afraid we close on UK Bank Holidays so please place orders one working day earlier to ensure delivery during those weeks

Returns / Refunds

How do I return or exchange an item?

We hope you are completely satisfied with your purchase from Gillett Cook but we understand sometimes things change or you want to swap it for something else.

If you wish to return an item, please notify us within 14 days of receiving your order. The order must then be returned to us within 14 days. Please complete the returns form received in your parcel and repackage with your return. Unfortunately if we do not receive the returns form together you’re your item(s), it could delay your return and subsequent refund or exchange. If you would like a refund, we will issue you with a full refund within 14 days of receipt of the original order.

Please obtain proof of postage for your return, and clearly address it to:

Alternatively, items can also be returned in store if bought online, provided it is still within the 14 days from receipt of goods. You can return the item to any till along with your returns form.

What is your guarantee and returns policy?

We will accept returns of items that are unused, unmarked, in the original packaging with the original labels attached. We reserve the right to refuse a refund if the item(s) returned are in unsatisfactory condition. Please repackage the parcel as you received it and do not stick tape or labels onto the product itself.

Unless the item is faulty, you are responsible for the cost of returning the goods to us. Return postage is at your own cost and risk. Please note: We cannot accept liability for returned items damaged or lost in transit or if we do not receive your goods. We recommend that you return your items via registered post and take out the adequate insurance to cover your parcel’s contents.

Any refunds needed will be processed through the website so please allow 3-5 working days. If an exchange is needed we can do this in store and dispatch within 2-3 working days. Unfortunately, except in cases where items are faulty, no refund will be given on items returned after 14 days. Please note we are unable to refund postage charges.

Unfortunately we are unable to accept returns of any animal feed, supplements, wormers, riding hats, body protectors or anything that has been personalised.

Our returns policy does not affect your statutory rights.

If you are unsure about any of the above or have questions regarding returns and/or exchanges, please contact us via email on orders@gillettcook.co.uk or via telephone at +44 (0)1795 523400.

How long does the return take?

It can take up to 7 calendar days for your refund or exchange to be processed.

Can I drop my parcel off to you at your returns address?

If you live in Kent or the surrounding areas, or just happen to be nearby, you are more than welcome to drop your returns parcel back to us at our lovely tack shop, provided it is still within the 14 days from receipt of goods. That way, if you want to swap it for something else or just meet our friendly team, you can!

We are based at Willow Farm Equestrian Centre near Faversham, which means we are lucky enough to be in a rural, yet widely accessible, location. You can find us at:

What if my item is faulty?

We are really sorry if this is the case. We would like to be able to investigate this so please contact us directly.

Provided the item is still within the 14 day return policy period, we will have a replacement sent out to you as quickly as possible. Of course, we will issue a full refund if you would prefer.

If you have had the item for more than 14 days and feel it has developed a fault that you would not normally expect, please get in touch with us before you send it back and we will do our best to resolve the problem.

How do I make a complaint?

We are really sorry that you even need to ask this question. We pride ourselves on delivering great products with great service and we are disappointed that on this occasion, we have let you down. Please contact us via email on enquiries@gillettcook.co.uk or via telephone at +44 (0)1795 523400 and one of our friendly team will be able to deal with this for you.

Additional Services

Do you offer Rug Cleaning?

Yes! Visit us at our lovely tack shop in Kent and you can drop off your horse rugs to us to be washed, reproofed and repaired. Rugs are sent off on Thursdays and are due to be back with us 2 weeks later.

Alternatively if you are local and order your animal feed with us, we can collect your rugs when we deliver your feed. All we ask is that you label each rug with its make, colour, your contact details and the service(s) required and put it in its own individual bag (bin bags are fine) ready for us to collect. We can even return them to you with your next feed delivery!

Prices:

• Wash: £14.40
• Wash and Reproof: £23.95
• Repairs: Quoted individually (please note: all rugs sent for repairs will need to be washed too)

** Special Offer ** Have 3 or more rugs serviced and receive 10% off

Do you offer reduced rates for bulk feed deliveries?

Yes we do. If you have a menagerie of four-legged friends to feed, we know this quickly adds up. Our bulk feed discount rates are for those ordering 20+ bags at a time – the more you order the bigger the discount!

Plus, if you’re within Kent, delivery is free.

Contact us via telephone on +44 (0)1795523400 or email at info@gillettcook.co.uk to discuss what rate we could offer you. Alternatively, one of our friendly team would be happy to visit you to see how we could fulfil your animal feed needs.

Do you offer safety equipment fitting?

We do! For a deposit of £5 (to be taken off the price of your helmet or body protector if you purchase from our store during your visit), one of our trained team can fit riding helmets or body protectors for children and adults. Since safety equipment cannot be returned, we highly recommend taking up this service if you can.

As well as offering this service instore at our Tack Shop in Kent, we are also happy to visit your livery yard, riding school or training centre to fit a number of helmets or body protectors at once. If you would be interested in arranging this service at your venue, please contact us either via email at enquiries@gillettcook.co.uk or via telephone at +44 (0)1795523400.

Visiting and Contact Us

If you live in Kent or the surrounding areas, or just happen to be nearby, why not pop in and meet our friendly team and explore our extensive Tack Shop and Country Store. We are based at Willow Farm Equestrian Centre near Faversham, which means we are lucky enough to be in a rural, yet widely accessible, location.

What are your opening times?

Monday - Thursday: 8am-5:30pm

Friday: 8am-5pm

Saturday: 8am-4pm

Sunday: 9:30am-3:30pm