Frequently Asked Questions & Help

Our sizing is not like conventional sizing so it's important you pay special attention to our size guide which can be found on each of our products, You can also view this by Clicking here

We have a 15 minute window in which we can make amendments to orders, after this we are unable to edit your order.

Should you need to make a change we can cancel the order and issue a refund or store credit. Please note that orders cannot be cancelled once they have been processed by the warehouse.

For any request to change or cancel orders please email support@equidry.co.uk and be sure to include your name, order number and all relevant information.

Our system only allows us to make amendments to customers orders within 15 minutes of the order being placed. If you notice that you have entered the wrong shipping information please contact us immediately by email to support@equidry.co.uk. Any changes required after 15 minutes cannot be actioned so the order will need to be cancelled and placed again. We can offer store credit so that you do not need to wait for funds to reach your account.

We run different promotions on a weekly basis with various ambassadors and influencers. These promotions are only valid for certain periods so you may find the code you are using has expired, this is very common when using a code you have found on a forum or an external website.

Standard delivery is free of charge on orders over £139 or more. A delivery charge of £4.99 will be applied to orders below this threshold.

Priority delivery is available for £8.99

We aim to dispatch orders within 3-4 working days.

Standard delivery: 3 to 5 days after dispatch.

Priority delivery: 1 to 3 days after dispatch.

Please note: During busy periods like Christmas for example dispatch times may be extended to up to 5 working days. We will prioritise dispatch of priority orders but they could still take 5 days to dispatch.

If you parcel has not arrived within a few days of your delivery notification please complete our help form. If the tracking for your parcel shows as delivered but you haven't received it, you should: Check if someone else at your address has accepted it. Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place, like a porch or garage. Look for a notification of attempted delivery, this is often provided in the form of a text message or email. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery, or to arrange collection of the package. It's very important that you notify us immediately of any discrepancies in tracking, or of any orders not received. We're only able to assist you within 14 days of your delivery date. We accept no liability for any loss if the parcel has been left in the buyers safe place or resulting from the buyers failure to comply with the couriers requests for information. We accept no liability if the buyer fails to comply with the couriers requirements with request to notification of damage, shortage or non delivery of goods.

We ship to destinations within the Republic of Ireland, France, Netherlands, Germany, Luxembourg, Spain, Sweden, Finland, Italy, Lithuania, Belgium, Switzerland, Poland and all other European countries. We also ship to the USA, Canada, Australia & New Zealand.

Group 1
Republic of Ireland, France, Netherlands, Germany, Luxembourg
Delivery Fee - £15
Dispatch - 4 working days

Group 2
Spain, Sweden, Finland, Italy, Lithuania, Belgium, Switzerland, Poland
Delivery Fee - £20
Dispatch - 6 working days

Group 3
All other European Countries
Delivery Fee - £25
Dispatch - 8 working days

Please note:
EQUIDRY offers Deliver Duty Paid courier service to Europe. This means tax, import and duty costs are charged when you place your order with us. We will then pay these on your behalf, in advance of your delivery.

With this service, you will not be charged any additional fees by your local tax office to receive your parcel, therefore speeding up customs clearance and minimising delays.

All of the services we use are fully tracked. You will receive an email/text from the courier when your order has been dispatched and you will receive notifications with updates on the status of your delivery.

It is essential you provide a mobile phone number at the time of ordering as we cannot process your order without this.

Please note:
Unfortunately we are unable to make amendments to orders once they have been processed.

Our final posting date for your order to be guaranteed in time for Christmas 2023 will be Monday 16th December.

We will continue to post orders up until 2pm Monday 23rd December which will be the last date that DPD collect parcels from us.

We endeavour to provide accuracy to our customers but at times we do get things wrong which we wholeheartedly apologise for. In the unfortunate event that you receive the wrong item please contact us immediately via email to support@equidry.co.uk so one of our team can rectify this for you. It is essential that the coat is not worn and any paperwork / packaging is maintained. If the coat is worn / the product is used we cannot offer to refund or replace the product. It is your responsibility to inspect items when you receive them to ensure they are correct.

If in the unfortunate event there is a fault with your EQUIDRY please complete our help form. If our customer services team requires you to return your item to us this must be done within 7 days of acceptance otherwise your claim will be dismissed and not reopened for any reason.

If you parcel has not arrived within a few days of your delivery notification please complete our help form. If the tracking for your parcel shows as delivered but you haven't received it, you should: Check if someone else at your address has accepted it. Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place, like a porch or garage. Look for a notification of attempted delivery, this is often provided in the form of a text message or email. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery, or to arrange collection of the package. It's very important that you notify us immediately of any discrepancies in tracking, or of any orders not received. We're only able to assist you within 14 days of your delivery date. We accept no liability for any loss if the parcel has been left in the buyers safe place or resulting from the buyers failure to comply with the couriers requests for information. We accept no liability if the buyer fails to comply with the couriers requirements with request to notification of damage, shortage or non delivery of goods.

We think you’ll love your EQUIDRY! However, if you wish to return your item, we have a strict 30 day returns policy. Your item must reach us within 30 days of your original purchase, if 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

See our returns form or visit our returns page for further information.

Please note:
If any item returned breaches any of the terms outlined in our policy below, we reserve the right to return the item back to you in the same condition it was received in.

• Your item must be unworn, un marked, unwashed and in its storage bag with its labelling intact.
• All items are inspected before a refund or exchange is processed and items deemed to be in anything other than brand new condition will be returned to you or charged a restocking fee.
• Any free gifts sent out during promotions must also be returned. If the free gift is not returned the customer will be charged the full price of the free gift received, plus an administration fee of 10% of the EQUIDRY unit price.

From 1st November 2023 until the 6th January 2025 we are happy to offer store credit on any unwanted gifts that are purchased at full price and are returned to us after our standard 30 days. Any order returned within 30 days of purchase will be eligible for a full refund.

Items purchased in our Birthday and/or Black Friday sale will not be eligible for extended returns.

See our returns form or visit our returns page for further information.

Please note:
If any item returned breaches any of the terms outlined in our policy below, we reserve the right to return the item back to you in the same condition it was received in.

• Your item must be unworn, un marked, unwashed and in it's storage bag with it's labelling intact.
• All items are inspected before a refund or credit is processed and items deemed to be in anything other than brand new condition will be returned to you or charged a restocking fee.
• Any free gifts sent out during promotions must also be returned. If the free gift is not returned the customer will be charged the full price of the free gift received, plus an administration fee of 10% of the EQUIDRY unit price.

We will aim to action refunds within 10 working days. Credit/debit cards may take up to 7 workings days to clear into your account.

We strongly recommend you send your package by recorded delivery as we cannot be held responsible for goods lost in transit to us.

As an alternative to a refund, we can offer a credit to your EQUIDRY account. This is perfect for when you love your coat but want to change the size, colour or style. Once processed, a credit is instantly available within your EQUIDRY account to use against a new order.

Please note:You must have an EQUIDRY account set up to use this option. Create account

The cost of the return shipping is handled by the customer.

You are welcome to return your purchase to us within 14 days of the show or event where you purchased your EQUIDRY. We will allocate store credit for all items purchased at shows or events. We do not offer refunds.

See our returns form or visit our returns page for further information.

1. Pull down the top runner to sit on the lower runner at the bottom of the zip.

2. Insert the male pin into the sliders on both runners ensuring that it reaches the bottom whilst holding the two runners together, once the zip has been placed into the correct position you should here a soft click (If this is not done properly it can lead to faults on the zip)

3. Holding the male side of the zip and jacket at the bottom to create some tension, pull up the top runner.

Over time your zip may become stiff due to a build up of dirt on the teeth and inside the zipper.
A pin, a clean brush or even the hoover can be use to remove mud or dust which can cause it to jam.
Your EQUIDRY may benefit from a wash to really clean the zip (please see our zip and coat care guide for instructions on how to do this.
Never force the slider because you are likely to break it. Once clean we recommend using a bit of silicon spray to really free it up.

We a have a local trusted partner that we outsource our repairs to, the cost for a full zip/side zip replacement is usually around £35. Please contact our customer service team at support@equidry.co.uk to discuss this.

Our EQUIDRY products are fully machine washable up to 30 degrees but we recommend to preserve its waterproof properties that you avoid washing it too often. Never use biological washing powder/liquid or fabric softener/conditioner. For washing instructions please see our zip and product care guide.

Click here to see our EQUIDRY care guide

Waterproof clothing and can lose their water repellency as dirt and oil break down the durable water-repellant coating.If you notice that the fabric of your jacket is absorbing rather than repelling water, it means you'll have to reproof it, please see our Zip & product care guide for instructions on this.

EQUIDRY products are made with the highest quality materials and craftsmanship, to protect you in some of the most extreme weather conditions, and we stand behind each one. EQUIDRY products are warranted against manufacturing defects in materials and workmanship. If in the first six months of ownership a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided. We prefer to repair our products rather than replace due to the impact waste textiles have on our planet. This warranty does not cover any repairs needed due to accidents, improper care, negligence, prolonged use or wear and tear. This warranty is void if the inside garment tags are removed. For any damage not covered under the warranty, EQUIDRY may in some instances be able to offer to repair the damage for a reasonable charge. If such an offer is made, we will discuss this with the consumer, prior to any repairs being made.

We cannot accept any returns unless they are clean and dry due to the 1972 Health & Safety at Work Act. Please see our coat care guide for information on how to clean your EQUIDRY product. If your product has not been cleaned before arriving to the facility, it will be subject to cleaning and fees added to your account

Warranty claims must be made online via our contact form, regardless of whether you purchased your EQUIDRY product from us directly, from a show or from a retailer. To put in a warranty claim you will need to contact us via our website contact form. The warranty only covers the original purchaser.

1. Take photographs of the faulty areas and email them via the contact form on our website  along with your order number and date of purchase. If you purchased from a retailer please include a copy of your proof of purchase. Please make sure the photos are clear and in focus.
2. Our Customer Services Team will assess whether the product has a defect covered under EQUIDRYS Warranty. 
3. If you find a fault or defect you must cease wearing your EQUIDRY product so not to cause further damage.
4. In some instances, EQUIDRY may need to have the product returned to inspect it further to determine if your defect is covered by our warranty. If our Customer Services Team ask you to return your product, please ensure it is clean and dry before using our standard returns process. All returns must be made within 7 days of acceptance otherwise your claim will be dismissed and not reopened for any reason.
5. If upon return, the coat is found to have a fault we will contact you to discuss this.

We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your EQUIDRY product, nothing is indestructible. Gear used every day in harsh conditions will degrade faster than a product worn just a few times per year. Eventually every product will begin to show signs of age and wear such as faded or frayed fabric and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced, and we hope you will continue to trust EQUIDRY to protect you for your next adventures.

It is imperative our zip care guide is followed. When mounting and dismounting both side zips must be fully opened. The front zip must be opened above the naval. This is to ensure no pressure is applied to the zips as this will cause teeth to be ripped off. You can rest assured knowing we test our zips in many environments and use the strongest YKK zips available ensuring your zips are of the best quality and will withstand equestrian life if they are used correctly. Although not covered under warranty, missing zip teeth can be serviced through our repairs department for a reasonable cost to you, the customer

When you’re busy with horses, we recognise that accidents can and do happen. Although not covered under warranty, missing zip teeth, tears, rips or other damage to your EQUIDRY product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as not following our zip instructions, not laundering your product correctly, storing your product while wet, placing it on a direct heat source, hanging / storing it in direct sunlight, or not following the care instructions on our website will result in damages that are not covered under warranty. We will always do our best to arrange for someone to repair them to working condition, however if we are unable to, we will notify you and discuss options.

Yes. Due to the Health & Safety at Work Act 1972, We cannot accept returns of wet or dirty products.

For us to service your claim, your item must be cleaned before it arrives for the protection of our staff and in accordance with Health & Safety at Work Act 1972. Any product that arrives wet or unclean will be sent away and subjected to a cleaning fee of £35 - £55 before inspections can be made, which will also delay the processing of your claim. The cost of this will be passed on to you, the customer.

To learn how to properly clean your product, please read our coat care guide.

We understand you may wish to personalise your EQUIDRY product or alter it to suit your needs but doing so will void your claim under warranty. You must ensure your items are free from any defects and flaws prior to any customisation / alteration.

Unfortunately we do not have the capacity to perform custom alterations or modifications at this time.

By purchasing from an Authorised Retailer, you can rest assured that your EQUIDRY product is authentic and covered by our Warranty Policy. You can see our list ofAuthorised Retailershere.

If an EQUIDRY product fails due to a manufacturing defect, we will repair the item at our expense. We prefer to repair our products rather than replace due to the impact waste textiles have on our planet. If the product is not repairable, at our discretion, we may choose to replace the product instead.

We will provide updates as we process your claim, but feel free to reach out to one of our Customer Experience Specialists by using the online help form, emailing support@equidry.co.uk or via telephone on 01271 626197.

We aim to have your product back to you as quickly as possible so you can get back to enjoying time with your horse. Our typical turn-around time is 2-4 weeks from the time we receive your product to when it gets back to you. Please keep in mind winter is our busiest season for warranty and repair service. We promise to keep you updated with more accurate estimates throughout the process.

When your repair has been completed we will contact you to tell you it is on its way back to you. If within 5 working days it has not reached you please get in touch with us so we can raise an investigation with our courier. If you fail to contact us within 7 days we will be unable to open an investigation and you will not be able to claim for a missing parcel. Unfortunately we cannot extend this time frame as we are tied by the couriers terms and conditions.

We recommend you check your settings with DPD to ensure you have not agreed to allow the courier to leave your parcels in a safe place or not signed for.

For any repairs covered by our warranty policy there is no charge to you. Non-warranty repair costs will vary. Once we have received and assessed your product, we will contact you with the options available to you.

Customers are responsible for the cost of shipping items to EQUIDRY, and EQUIDRY will cover the return shipping costs if there is a claim under warranty. Please ensure that you send the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for it. It is important you include all of your information in your parcel along with a copy of any correspondence between yourself and EQUIDRY.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

The EQUIDRY has been designed to be “oversized” this is so you can easily wear it over the top of a body protector, competition jacket or just extra layers (not that you’ll need them). 

Please refer to our size guide to determine your best fit. You can also view our customer gallery here which is great for comparison! Please note our sizing is largely based on height and not clothing size. Our coats are designed to be oversized so body/chest size and shape are less important than height.



If you want to wear your EQUIDRY more like a conventional coat, please consider going down to the smallest size that fits your height. If you think the fit needs to be more generous, please opt for the larger size for your height.

We highly recommend heading to our Facebook group Everything EQUIDRY where you will find hundreds of discussions between customers regarding sizing. The EQUIDRY community are always happy to help with sizing queries if you would like to chat to “real” people wearing our coats.

If you still need some extra assistance, please contact us via our help form

We do not currently offer any form of Blue Light or Student discount codes.

We currently only offer personalisation / customisation on our dog coats, exercise sheets and Equiblankets. This service is only available on new products, at the time of purchase.

We do not yet offer this service on our human coats.

Please allow up to 10 working days for dispatch of a customised item.

We are unable to offer returns, refunds or exchanges of personalised items.

Adding embroidery / personalisation may affect your items waterproof capabilities as we are unable to make the custom embroidered area waterproof. Rest assured all of our standard branding is fully waterproof.

It is the responsibility of the purchaser to ensure the correct spelling of the text provided. If you do notice an error you must contact us within 1 hour of placing the order. Changes after this time cannot be made.

The responsibility for ensuring that copyright and ownership laws are maintained in respect of all artwork supplied by the customer for inclusion in an order remains with the customer. To the fullest extent permitted at law the supplier shall not be liable for claims arising from the misuse or breach of copyright and/or ownership of artwork.

EQUIDRY reserves the right to refuse to accept any order which contains, in their opinion:

• It breeches copyright law
• Pornography of any description, either textual or graphic, even if it would otherwise be considered “soft”.
• Material which is racist, sexist, ageist or inflammatory in any other way.
• Offensive, defamatory or libelous material.
• Material of a nature which may encourage, support or promote any illegal or banned organisation.
• Material of a nature which may encourage, support or promote any contraband or any other illegal or banned substance, item or activity.
• Material which may encourage, support or promote political change in any area of the world, other than by the accepted legal processes of that country.
• Material which may encourage, support or promote civil or military unrest in any area of the world.
• Material which may encourage, support or promote cruelty of any nature, either to humans or to any animal.

This list may not be exclusive and the final decision on whether or not to accept artwork lies solely and absolutely with EQUIDRY who reserves the right to refuse to accept any order on any grounds whatsoever without assigning a reason.

You can save your favourite products and return later to make a purchase by adding them to your wishlist, we recommend that you create an EQUIDRY account on our website by clicking on the head account icon at the top of the page/menu, when you find an item you would like to add just tap on the heart icon (add to wishlist) on the product page, you will be prompted to add your email address or log in to your EQUIDRY account to save this item.

EQUIDRY are pleased to now offer a loyalty rewards scheme for our customers, we issue 1 point for very pound spent, to see details on how else you can earn and how you can redeem click on the EQUI-POINTS icon at the bottom of the screen. Points issued for purchased will be awarded 30 days from the date of the sale.

To receive a back in stock notification for an item you will need to select the required size and tap on the "email me when available" button on the product page, you will be prompted to enter your mobile number and email address so we can alert you as soon as any stock becomes available.