Guidance & FAQs
Guidance & Support
PLACING AN ORDER
You can place an order on our online shop for all listed items. If you require something bespoke, have any questions or special requests, please send us a message or email and we will be happy to help.
WHITE, FLAXEN/LIGHT COLOURED HORSE HAIR
​Lighter coloured hair can go opaque in resin, this depends how much pigment the hair contains which varies to each individual. We have enhancement methods but we are always happy to 'trial' before we make your order if preferred. All we ask is that you pay return postage of the hair if you decide to not go ahead with the order.
SENDING PRECIOUS ELEMENTS
When you place an order, you will receive an order confirmation which includes our address.
All elements should be appropriately packaged to ensure nothing gets damaged or lost, with a note containing your name and order number within. If you are sending elements from multiple companions, please ensure these are bagged separate and labelled clearly.
Each listing specifies how much elements are required to make that item and what elements can be used. Any unused precious elements will be returned with your order.
POSTING PRECIOUS ELEMENTS
Please ensure you send all elements with the correct service and postage paid to ensure they arrive safely. This is your responsibility and we always recommend Royal Mail Special Delivery as it is a fully tracked service. We also recommend that you retain some elements.
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WASHING HORSE HAIR
Horse hair will be washed on arrival, we do request that hair is send in a sanitary condition and all secured together with a band or bobble.​
LEAD TIME
As all items are handmade and bespoke, please allow up to 2-6 weeks (custom orders and pre-ordered items may take longer) from receipt of precious elements with us to postage. We will confirm safe arrival. Once your keepsake has been created, we will post your order and unused precious elements using Royal Mail Special Delivery to ensure a safe, tracked service.
KEEPSAKE CARE INSTUCTIONS
We send out specific care instructions with each order. These can also be found on the website here.
CANCELLATION & RETURNS POLICY
If your order arrives damaged, then please advise us within 24 hours of receipt and we will be happy to resolve any issues by repair or replacement.
If you happen to damage your keepsake or jewellery, we are not obliged to offer a replacement or repair, so please make sure that you follow all care instructions carefully. We will help where possible however some damage is irreversible.
We offer a 3 month warranty on all our items however this is void if care instructions have not been followed.
Any order can be cancelled before work is started on the keepsake but you must pay for return postage of precious elements. Once any special elements have been preserved, we cannot offer order cancellation.
As all items are made to order using precious elements, we can not offer a returns service.
If you are unhappy with your item, then please get in touch and we will work with you to rectify any issues.
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FURTHER QUESTIONS
If you have any questions before ordering please contact us at: hoofhomeandcountry@outlook.com or use the form on the 'Contact Us' page.
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Please refer to the Terms and Conditions.
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