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FAQ's

WAS I CHARGED TWICE?
Your credit card will only be charged once after your order ships.
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.
Please only click the “Place Order” button once to avoid multiple authorizations.

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
 
MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

 Please only click the “Place Order” button once to avoid multiple authorizations. 

If you continue to receive error messages, please contact customer care at
 sales@pointersequine.com

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately by emailing sales@pointersequine.com. We generally process orders within 2-4 hours, and once we have processed your order, we will be unable to make any changes.

I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order. 

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?
Please see our size guide for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please email us at sales@pointersequine.com

I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?
New items can sell out quickly, but we may get more soon! Please don't hesitate to email us at sales@pointersequine.com  and we'll notify you when we have your item in stock.

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?
All items purchased through the website or in store can be returned or exchanged within 14 days of receipt. Any in store purchases returned after this period, but within 30 days of receipt, will be issued a store credit. 

WHEN WILL MY ORDER SHIP?
Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

WHERE IS MY ORDER CONFIRMATION?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add sales@pointersequine.com to your safe sender list.

 You can also check your order status by signing into your account on our website.

WHY WAS MY ORDER CANCELED?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

I RECEIVED A POINTERS GIFT CARD. HOW DO I USE IT?
1. Under the Payment section during checkout, click the “Use A Gift Card” button.
2. Enter your gift card number and PIN (if you have one).
3. Click “Apply Gift Card”.
4. The gift card amount will be deducted from your order total.

DO YOU HAVE ANY STORE LOCATIONS?
Yes, our store is based in Forest green, Surrey.
Our Address is: The Old Barn @ The Parrot Inn, Forest Green, RH5 5RZ.

 

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