FAQ's Delivery

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Delivery

Delivery FAQs

My order hasn’t arrived, when should I contact you?

If you have received a notification that your order has been dispatched, please allow the relevant amount of time for our couriers to get your parcel to you. Delivery times for specific countries can be found on our Delivery Information Page.

Please use the order tracking information provided in your dispatch notification to keep up to date on the progress of your delivery If you have not received your order at least 3 days after the estimated delivery time, please contact our customer services team at info@horsehealth.co.uk or 02380814360

Where is my order?

Once your order has been packed and prepared for collection by the courier, you will receive an email notification containing the link to track your order via the courier’s website. This link will work only once the courier has collected the parcel from the LeMieux warehouse and is in the courier’s network. Delivery times are dependent upon the shipment method you selected at the checkout and our despatch times at the time of your order. Current dispatch times can be found on our Delivery Page

Occasionally delays can occur at a local courier depot level, however, if your order hasn’t arrived within 5 working days, please contact our customer services team who will be happy to investigate Contact Us

How can I track my order?

Once your order has been packed and prepared for collection, you will receive an email notification containing the link to track your order via the courier’s website. This link will work only once the courier has collected the parcel from the LeMieux warehouse and is in the courier’s network. Your order tracking number will also be shown in the My Orders area if you have an account with us on our website.

How long will my delivery take?

Delivery times are dependent upon the shipment method selected at the checkout, the destination country, and the despatch times at the time of your order. Delivery information and current dispatch times can be found on our Delivery Page

My parcel is showing as delivered but I haven’t signed for it

Please check with neighbours and in any safe places that the courier may have left your parcel if you were out at the time of delivery. If a calling card has been left, please follow the instructions on the calling card to retrieve your parcel. If you are unable to locate your parcel, please contact our customer services team who will be happy to investigate Contact Us

Why can’t I track my order?

The tracking link you sent me does not work

The tracking link will work only once the courier has collected the parcel from the LeMieux warehouse and is in the courier’s network.

When will my order be dispatched?

We process orders Monday to Friday and are closed at weekends and on UK Bank Holidays. We aim to dispatch orders as quickly as possible and within 2 working days from the point of order. During exceptionally busy times such as sales, holidays, and product launches, dispatch times may be increased. Current dispatch times can be found on our Delivery Page

I have received my order but there is an error or something is missing

We hope that your order arrives in perfect condition, but occasionally mistakes do happen. If there is something wrong with your order please contact our customer services team who will rectify any errors as quickly as possible Contact Us

I paid for the express delivery but my parcel hasn’t arrived yet.

We’re really sorry if your parcel hasn’t arrived on time. Express delivery aims to deliver within 2 working days of dispatch. Occasionally delays can occur at a local courier depot level, however, if your express delivery order hasn’t arrived within the expected timeframe, please contact our customer services team who will be happy to investigate Contact Us

My parcel has arrived damaged. What should I do?

We hope that your order arrives in perfect condition, however, should your order arrive damaged or incomplete, please contact our customer services team who will rectify any issues as quickly as possible Contact Us