Common FAQ's
Welcome to the Four Hills Country FAQs. Here you’ll find answers to the most common questions about our delivery, returns, payments, products and how we work as a small rural equestrian and country lifestyle business.
If you can’t see what you’re looking for here, you are always welcome to email us at help@fourhillscountry.co.uk and we’ll be happy to help.
When do you ship orders?
We ship orders twice a week, every Monday and Thursday. This gives us a clear, reliable rhythm and helps us plan around supplier deliveries, rural collections and busy periods.
You’ll see a live countdown banner on our website showing exactly how long you have left to place your order if you want it to be included in the next shipping day. This removes guesswork and helps you plan calmly.
Which couriers do you use?
We ship using a selection of trusted UK couriers, including:
- DPD
- Royal Mail
- Evri
- Yodel
The courier is chosen automatically based on your parcel’s size, weight, value and destination, so that we can offer a good balance of reliability, speed and cost for each order.
How long does delivery take?
Once your order has been shipped on a Monday or Thursday:
- Royal Mail services usually arrive within 1–3 working days.
- DPD services are typically next working day after dispatch.
Remote locations, very heavy parcels or during peak periods (such as Christmas) may take a little longer. Your tracking link will always give the most up-to-date information.
How do I track my order?
As soon as your order leaves us, you’ll receive a dispatch email with your tracking link. If you can’t see this in your inbox, please check your junk or spam folder in case it has been filtered.
Do you offer express or guaranteed delivery?
Yes. Where available, we offer Royal Mail Special Delivery Guaranteed, which provides a guaranteed delivery date (for example, Christmas during December). Availability, pricing and cut-off times will be shown clearly at checkout during seasonal periods.
Do you ship internationally?
At the moment we only ship within the UK. If this changes in future, our Delivery Information page will be updated and international options will be shown at checkout.
What are your Christmas delivery cut-offs?
During the festive period, courier networks are extremely busy, so we publish clear Christmas deadlines each year to help you plan. As it stands, our typical structure is:
- Standard Delivery: order by 9:00am on the published cut-off date for pre-Christmas delivery.
- Special Delivery Guaranteed: order by 9:00am on the final guaranteed date (for example, the Monday before Christmas).
You’ll always find the current year’s dates on our Delivery Information page and in seasonal banners across the site.
What is your returns policy?
We offer a 14-day return window from the date your order is delivered. Items must be unworn/unused, in original condition, with tags attached and in the original packaging.
Full details can be found on our Returns & Refunds page.
How do I start a return?
To start a return, please email help@fourhillscountry.co.uk with:
- your order number,
- the item(s) you’d like to return, and
- a brief reason for the return (this simply helps us improve).
We’ll confirm whether your item is eligible and send return instructions. Items sent back without prior approval may not be accepted.
Do you offer exchanges?
Yes, we do offer exchanges. If you’d like to swap an item for a different size, colour or style, just email us at help@fourhillscountry.co.uk to request an exchange.
Once your exchange is approved, you will need to return the original item to us in unused, unworn and resaleable condition with all tags attached. We will inspect the item on arrival; once it has been accepted back into stock, we will ship your replacement item.
This helps us make sure returns are processed fairly, and that your new item is only dispatched once the original has been safely received. During busy periods, please allow a little extra time for us to receive and process your exchange.
If you need the replacement urgently, the quickest option is to place a new order for the item and return the original for a refund.
Are any items non-returnable?
Yes, for hygiene, safety or custom reasons, some items cannot be returned. These include:
- personalised or made-to-order items,
- special-order items sourced specifically for you,
- beauty, grooming or hygiene products,
- perishable goods,
- hazardous or flammable materials,
- gift cards, and
- certain sale or flash-deal items.
If you’re unsure whether something is returnable, please contact us before ordering. We’re happy to advise.
How long do refunds take?
Once your return has been received and inspected, we’ll email you to confirm the outcome. If approved, your refund will be processed to your original payment method within 10 business days.
Your bank or card provider may then take a little additional time to show the funds. If more than 15 business days have passed since your refund was approved, please email help@fourhillscountry.co.uk.
What payment methods do you accept?
We try to make checkout as simple and flexible as possible. We currently accept:
- Credit & Debit Cards – Visa, Mastercard, Maestro, American Express
- PayPal
- Apple Pay (supported devices/browsers)
- Google Pay (supported devices/browsers)
- Shop Pay & Shop Pay Installments
- Bank Transfer / Invoice for approved business customers
Do you offer instalments?
Yes, where available, you can choose Shop Pay Installments at checkout. This allows you to spread the cost of your order into interest-free instalments (subject to eligibility and approval). Approval decisions are handled directly by Shopify’s payment partner.
Are my payment details secure?
Yes. All payments are processed via secure, encrypted payment gateways. Four Hills Country does not store or have direct access to your full card details.
We also use fraud prevention tools and may occasionally request additional verification or decline an order if it is flagged by our security systems. This helps protect both our customers and our business.
Do you offer pre-orders or deposits?
Yes, some products are available on pre-order. In most cases, payment is taken in full at checkout so we can secure stock for you.
Certain higher-value or long lead time pre-order items may be offered with a deposit option. In those cases, the remaining balance is payable before shipping. Any deposit or balance details are always clearly shown on the product page before you order.
Are pre-order or personalised items refundable?
Due to their bespoke or time-sensitive nature, pre-order, personalised, made-to-order and special-order items are usually non-cancellable and non-returnable unless they arrive faulty. Full details are outlined in our Returns & Refunds policy.
Can you help with sizing or product advice?
Absolutely. One of the benefits of shopping with a small equestrian and country retailer is that you’re getting real-world advice, not just a size chart.
If you’re unsure about rug sizes, rider clothing, boots, yard equipment or anything else, email us at help@fourhillscountry.co.uk with:
- a few details about you or your horse (height, build, usual size, workload, etc.),
- what you’re looking for the product to do (problem, season, budget), and
- any brands or sizes that already work well for you.
We’ll do our best to suggest suitable options from our range. There’s never any pressure to buy.
Do you offer gift wrapping or gift messages?
We sometimes offer seasonal gift wrapping or special packaging during peak gifting periods such as Christmas. If available, you’ll see this as an option on the product page or at checkout. You can always add an order note if you’d like us to leave out paperwork or include a simple message.
Do you have a physical shop I can visit?
We don’t have a traditional walk-in shop (yet!). Four Hills Country operates from a small rural base and our yard, office & warehouse are not open to the public. This helps us keep our costs fair, protect the privacy of the land, and focus on running a smooth online service.
However, we do offer a local collection option at checkout. If you would prefer to collect your order from our warehouse or the smallholding for feed & bedding, simply choose the “Collection” option during checkout and we will email you as soon as your order is ready.
Collection is by appointment only to ensure your parcel is prepared and ready when you arrive. We aim to make the process quick, easy and convenient.
Even though we are an online-only store, we always want your shopping experience to feel personal, friendly and helpful. If you ever need advice or support before placing an order, just email us — we’re always happy to help.
Do you use sustainable or recycled packaging?
Yes, wherever possible. We believe in slow, thoughtful retail, not unnecessary waste.
We reuse and recycle packaging materials wherever we can, which means your order may arrive in a box that has had a previous life. We see that as a positive – fewer materials used, fewer resources wasted and less going into landfill.
We’re always looking for ways to reduce our environmental impact while still protecting your parcel properly in transit.
Why don’t you ship every day?
Shipping in twice-weekly batches (on Mondays and Thursdays) helps us:
- reduce unnecessary van journeys and emissions,
- avoid wasted courier collections,
- keep delivery prices fair, and
- spend the time needed to pack each order with proper care.
It’s a model that suits a small rural business and fits our values around sustainable, intentional retail.
Are business orders treated differently?
Yes. If you place an order using a business name or VAT number, it will usually be treated as a business-to-business (B2B) order. These are covered by our B2B Terms & Conditions, which may differ from consumer rights.
Business orders are typically non-cancellable and non-returnable unless faulty, or subject to a restocking fee. If you are unsure whether your order counts as a business order, please contact us before checking out.
How quickly do you reply to messages?
We are a small team and do not operate a call centre, but we monitor our inbox closely. Most emails receive a response within 1–2 working days. During very busy periods (such as Christmas or large product launches), it may take us a little longer, but we will always get back to you.
How can I contact you?
The easiest way to contact us is by email at help@fourhillscountry.co.uk, or by using the contact form on our Contact Us page.
Please include your order number if your query relates to an existing order so we can help you as quickly as possible.
If you’ve read through these FAQs and still have a question, please do reach out – we’re always happy to help.
