Forgotten something from your order or would you like to exchange something? Within the scope of your order, you have the option of reordering without delivery costs for 14 days after receiving your parcel. The minimum order value is £29.

Did you forget something or accidentally enter an incorrect address? If your order has not yet been sent over to our warehouse for processing, it is possible to make a change via our customer service. If the order has already been picked in our warehouse, a subsequent change is unfortunately no longer possible.

If your order has not yet been sent over to our warehouse for processing, it is possible to cancel via our customer service. If the order has already been picked at our warehouse, cancellation is unfortunately no longer possible. 

In such a case, we would ask you to return your order to us using the return slip enclosed in the parcel. Unless an item is faulty or damaged, or there is an error on our part, your postage costs to return your parcel will not be covered. 

The minimum order value is £29.

Once you've placed your order, you will immediately receive an automatic order confirmation via e-mail (if you have not received this, please also double check your spam/junk folder). 

Your order will then be sent over to our warehouse for processing as quickly as possible. As soon as your parcel has been handed over to our courier, you will receive an automatic dispatch confirmation with the option to track your delivery.

You can view your orders and returns in your customer account under "My purchases / returns". Please note that orders are only visible in your customer account as soon as they have left our warehouse and have been handed over to the courier.

If your order has not yet been sent over to our warehouse for processing, it is possible to change the address via our customer service. 

If the order has already been processed at our warehouse or handed over to our delivery service, it is unfortunately no longer possible to change the address. 

In this case, a delivery attempt will be made by UPS. If your parcel cannot be delivered due to incorrect/incomplete address, then please contact us via customer service. 

After placing your order, you will receive an automatic order confirmation via e-mail. As soon as your order has been dispatched, you will receive a dispatch confirmation with the tracking information.

Our delivery system automatically splits your order if it contains products that are not yet available. To ensure that you receive your goods as quickly as possible, the products that are in stock will be sent immediately. The rest of your order will be dispatched as soon as the items are available again.

Have you forgotten something to your order? Unfortunately we are unable to add additional items to your order once it has been placed. Due to credit/debit card payment, we are unable to recharge you for the difference afterwards. Alternatively, you can place a new order with us and receive free delivery within 14 days.

For our customers in Germany, Austria, France, The Netherlands, Belgium, and Italy there are corresponding online shops available in the respective languages. Customers from countries not listed above can order from our German online shop at any time.

Customers in Switzerland can order our products from our affiliate company Felix Bühler.

The item number 989 "Welcome to Kramer" shown on the invoice is merely a text field to welcome our new customers. This is not an additional product.

Please note that the weight of our parcels must not exceed a certain weight or volume. If the total weight and/or volume of your order is more than the limit, we will split your order into two or more parcels. Of course, in such cases you will only have to pay the delivery costs once.

No, unfortunately we do not offer express delivery.

We only deliver to United Kingdom. Please note, we are not able to deliver to the Isle of Man, the Channel Islands, Northern Ireland or certain remote areas. 

You can find out more information regarding which postcodes are classified as remote.

As soon as your parcel has left our warehouse, you will receive an automatic dispatch confirmation via e-mail. You can use the UPS tracking link in the email to check the current status of your parcel.

The delivery costs are £4.99 - regardless of weight and size. We ship from Germany with UPS. All costs for customs clearance will be covered by us.

As soon as your parcel has been handed over UPS, you will receive a link to the UPS tracking system with your delivery information.

If UPS cannot meet you on the day of delivery, an attempt will usually be made to deliver the parcel to your neighbours, or they will attempt delivery the next day. If this is not possible, the parcel will be taken to the nearest UPS pick up point for collection. In any case, you will receive a UPS InfoNotice through your letterbox informing you of the whereabouts and collection instructions regarding your order.

Alternatively, you can sign up to UPS My Choice® service and request that your parcel is delivered to a secure drop-off location that is on your property and not visible to third parties.

Of course you can have your order delivered to a different address of your choice.

We make every effort to adhere to our stated delivery estimates. Unfortunately, delays may occur, especially during periods of increased order volume (e.g. discount promotions or new collection launches).

Unfortunately, we can only deliver to UK address from our UK website. In order to purchase from us, please visit our German website www.kraemer.de.
Our German website can deliver orders to various countries around the world.
Some countries (France, the Netherlands, Belgium, Austria, Switzerland and Italy) have their own online shops: 

www.kramer.fr

www.kramer.nl

www.kramer.be

www.kraemer.at

www.kramer.it

Delivery to a UPS pick up point, delivery on another day or to another address is possible. However you would have to sign up to the UPS My Choice® service.

If the parcel is obviously damaged during delivery, we recommend that you refuse to accept the parcel and contact our customer service immediately. If the parcel has already been accepted, then we ask you again to contact customer service and they can advise you regarding the next steps. 

If an item is missing from a parcel that is undamaged externally, please contact our customer service team and provide us with the item description, item number, size and colour of the item that was not included in your parcel.

If the parcel has been re-taped or repacked by UPS, again we would ask that you to contact our customer service team. 

If an item in the parcel is damaged or has leaked, we would ask you to contact our customer service and provide the full item name, item number, size and colour of the item that is damaged. In this case, please also let us know whether other items in your parcel have been affected by the damage. 

Please contact our customer service team so that we can advise you on how to proceed next.

Please check the UPS tracking status of your order. If the UPS courier did not meet you in person on the day of delivery, they will normally leave a UPS InfoNotice. The parcel will then be delivered to your local UPS pick-up point. Your parcel will be held for collection for 10 calendar days. If the parcel is not collected within this period, it will be returned to us.

We would therefore ask you to first check with your local UPS pick-up point to see if your order is there. Unfortunately, we are unable to influence the delivery process and are sorry if you have not received a InfoNotice from the courier.

If the parcel cannot be found, please contact our customer service. In this case, our customer service will submit an investigation with UPS.

Please contact our customer service and inform them of your problem. In this case, our customer service will submit an investigation with UPS. 

Our warehouse system automatically assigns a carton size to each order based on the determined product volume. To make shipping even more resourcefully-efficient, we use state-of-the-art packaging machines that adjust the height of the box to the content level, thus reducing the empty space above the goods as much as possible.

However, since there is unfortunately not an exact box for every product shape, in rare cases there may be differences between the packed product and the packaging material used. Empty spaces are automatically filled with air cushions to protect the product, which we likewise reduce to the smallest possible amount.

We generally offer a 30-day money-back guarantee on our items*. During this period, you can try on the items delivered. Once this period has expired, you still have the option of returning unused items to us. In this case, you will receive a credit note for the value of the returned item/s.

* Books, CDs, DVDs and underwear cannot be returned unless the item is still in its original sealed packaging.

Our parcels usually come with a returns label and a returns form in which you note the item/s to be returned and the reason/s. Alternatively, you can enclose a note with your full details and your return reason/s.

If you would like to exchange an item, you can simply reorder it free of charge via our online shop within 14 days of receiving the parcel.

Don't have your returns label to hand? You can print out a returns label here to return your parcel. 

Please note, that although we ship our goods from Germany, returns are sent to our returns department located in the UK. 

Please return your parcel to:

Kramer Equestrian Ltd.

Returns Department

Woodview Road

Paignton

Devon

TQ4 7SR

Depending on our current order volume, we have a lead time of approx. 1 week from the arrival of the returned goods at our returns department. As soon as your return has been successfully handled and processed by us, you will receive an automatic returns confirmation via e-mail. Please be aware that it might take a couple of days for the refund to appear in your account.

The exchange or return of reduced goods is possible under the usual return conditions. Items that are returned must be unused, undamaged and preferably still in their original packaging. The return or exchange of books, CDs, DVDs and underwear is excluded, unless the item is still in its original shrink-wrap.

If you wish to exchange goods that have been reduced as part of a temporary promotion, an exchange can only be made on the same item number in a different size or colour.

Usually, a returns label is included in our parcels, which you can use to return goods. Alternatively, you have the option of printing out a returns label online.

If you want to exchange items from your order, you can send the goods back to us using the enclosed returns label and taking your parcel to your local post office or courier service. 

You can reorder online free of delivery charges within 14 days of receiving your previous parcel. To do this, simply order online as usual via your customer account - the delivery charges should be automatically omitted. At the same time, you can return the items that do not fit or do not suit you as described above. 

Please note that we do not confirm receipt of returned goods upon arrival. If you want to find out the current status of your returned goods, you must check the tracking ID provided by the courier or post office on the proof of postage.

Depending on our current order volume, we have a lead time of approx. 1 week from the arrival of the returned goods at our returns department. As soon as your return has been successfully handled and processed by us, you will receive an automatic returns confirmation via e-mail.

Your refund will be automatically credited back to the original credit/debit card used to make the purchase.

Unless an item is faulty or damaged, or there is an error on our part, your postage costs to return an item will not be covered. If there is a problem with your item, please contact us by phone or email.

Books, CDs, DVDs and underwear cannot be returned unless the item is still in its original shrink-wrap.

Although we ship our goods from Germany, all returned items must be sent to our returns department located in the UK. 

Please return your parcel to:

Kramer Equestrian Ltd.

Returns Department

Woodview Road

Paignton

Devon

TQ4 7SR

Of course you can return items from several orders in one parcel. Please enclose all the necessary return forms in the parcel and note which items you are returning from your orders.

Please use one of the enclosed returns labels or print out a returns label here.

If you return the entire order, the voucher is automatically reactivated after your return has been processed and can be redeemed again using the existing voucher code.

If you only return part of your order and have paid for the order in full with a voucher, a new voucher will be issued for the returned value. If you have only paid part of your order with a voucher, it will remain redeemed and the refund will be processed automatically via debit/credit card chargeback. 

We generally offer a 30-day money-back guarantee on our products*. During this period, you can try on the items delivered. After this period has expired, you still have the option of returning the unused goods to us; in this case, you will receive a credit note for the value of the returned item/s.

*Books, CDs, DVDs and underwear are excluded from returns, unless the item is still in its original shrink-wrap.

Making a claim regarding faulty items are possible within the 2-year warranty period from the date of purchase. If you have received a faulty item or if your item becomes faulty, within this warranty period then please email: info@kramer.co.uk or call us on 01803 420125. 

If possible, please send a picture of the faulty item via email so that we can better understand the problem.

As soon as we receive your faulty return, it will be assessed at our returns department. The written description of the complaint and a detailed inspection by our team are used to assess whether there is a fault.

Any material defects detected are logged by us and statistically evaluated for further product improvement. If your complaint is accepted and the fault recognised, you will receive an automatic confirmation that your return has been processed. The law stipulates that a fault must be rectified. In accordance with the Consumer Rights Act, we will find a suitable solution regarding the faulty item, depending on how long you have owned it. 

This means that we will either send you a replacement, credit you with a voucher worth the same value of the item or issue a refund. 

In accordance with the Consumer Rights Act you are entitled to a refund depending on how long you've owned the faulty product.

Of course, you have the option of returning a faulty item that you have received as a gift - and therefore purchased via another customer account. However, we would like to point out that processing always takes place via the customer account through which the purchase was made.

Therefore, please contact us by telephone or e-mail in relation to the faulty item and always quote the customer number through which the item was purchased. 

Yes, please send a picture of the faulty item via email so that we can better understand the problem.

Claims for a faulty items are possible within the 2-year warranty period from the date of purchase. If an item exhibits quality defects, you have the right to contact us about the item within this period. Please understand that it is unfortunately not possible to make a claim for faulty items after the 2-year period has expired.

If an exchange is no longer possible - for example because the item is sold out -you will receive a voucher as a substitute, redeemable at Kramer Equestrian for an unlimited period of time. The voucher issued can be redeemed online. Unfortunately, vouchers cannot be redeemed for cash.

The statutory warranty only applies to material defects caused by material and production faults.

However, the causes of pilling are due to the natural behaviour of some materials, which is why pilling is not a defect in terms of the warranty.

Let's take a closer look at how pilling occurs:

Pilling is the formation of small fibre nodules in areas that are exposed to high friction. This is caused by tiny fibres that detach from the fabric and knot together when exposed to friction. Short-fibre and fine natural materials such as cotton or cashmere are often affected, but pilling can also occur with synthetic fibres such as polyester, where the fibres can slip out of the fabric more easily due to their particularly smooth surface.

Some of our garments are treated with an anti-pilling finish so that they are guaranteed to be pilling-free.

The warranty only applies to material defects caused by material and production faults. A horse rug is an object intended for daily use that can withstand the most adverse conditions. Defects that are due to an external influence - whether through the natural behaviour of the horse or through the presence of objects - do not constitute as a fault within the scope of the warranty.

Tears and holes as well as the straps tearing off can occur especially with field-kept animals due to scuffles in the herd, nibbling or rubbing and rolling.

Although the tear resistance of horse rugs is usually extremely high, especially for turnout rugs, the material is not immune to damage caused by the enormous strain and forces that horses are exposed to.

Unfortunately, a warranty claim is not possible in such cases. If you notice another defect in your rug and are unsure whether it could be a warranty claim, you can contact our customer service team. We will be happy to help you and, if in doubt, check whether there is a potential warranty claim.

We accept all major credit/debit cards, VISA and MasterCard.

Have you placed an order shortly before an attractive discount promotion? Regrettably, we can only grant promotional discounts during the advertised promotional periods.

Our discount terms and conditions are binding. We ask for your understanding in this regard and refer you to the respective terms and conditions.

We ask for your understanding that financing or payment via instalments is unfortunately not accepted.

Invoices are always included in the parcel. Please note for deliveries to a different address, the invoice will also be included in the parcel.

If you have lost your invoice or need a reprint, please contact our customer service.

Unfortunately, we currently do not accept Paypal, Klarna or American Express as payment methods.

If you are facing errors on the payment screen and are using a valid credit/debit card, please ensure you have done the following: 

1. You have entered the correct card number ensuring no gaps. 
2. Ensured that all other required payment information is correct and complete.
3. You have ensured that the billing address is registered to the card. 

If you are still having problems then please contact our customer service team. 

Unfortunately, we are currently unable to process telephone orders.

Once your order has been placed and payment accepted, we will automatically send you an order confirmation. 

We unfortunately do not offer special conditions for wholesalers, retailers or intermediaries, nor do we have a franchise system.

You can easily change your details at any time via your online shop account.

If you wish to have your customer data deleted, please contact our customer service.

Have you forgotten your password for your customer account? No problem, simply click on "Forgotten your password?" when logging in and follow the instructions to generate a new password. You will receive a link via e-mail with which you can enter a new password. 

You have ordered from us and your usual loyalty discount has not been deducted?

Please check the following:

1. Our loyalty discounts are valid for the current calendar year and for the following year. The discount is then adjusted to the current annual turnover. A sales-based adjustment of your discount may have already taken place.
2. You have purchased via another customer account. We only allow one customer account per person. If, for example, a new account was created by mistake due to a change of address, our system cannot establish a link between the old customer account due to the different details.
3. You have redeemed one of our promotional discounts. Please note that the loyalty discounts cannot be combined with promotional discounts. If the promotional discount is higher than the usual loyalty discount, the promotional discount will be applied. If your loyalty discount is higher than the promotional discount, your loyalty discount will be applied.

When you create an online shop account, our shop software compares the existing data. If your details (first name, surname, address, date of birth) match those of your existing customer number, the customer account will be linked automatically with the next update. If a loyalty discount is stored, this will also be applied accordingly.

If all the details on your customer account match those of an existing customer account when you create it, duplicate details will be automatically discarded and any orders or online shop registrations will be processed using your existing customer number.

If the details differ, e.g. because you have moved to a different address, our shop may not be able to establish a link and create a new customer account. In this case, you should contact our customer service. We will be happy to check the existing customer data and ensure that, for example, existing loyalty discounts are not lost. Please note that for technical reasons only one online shop account can be created per e-mail address.

You can view your current loyalty discount at any time via your online shop account or ask our customer service team. If you would like to find out how much turnover you still need to achieve in the current year to reach the next loyalty discount level, please contact our customer service.

You can find more information about our loyal discount here.

Books and vouchers are excluded from the loyalty discount. In addition, promotional discounts cannot be combined with the loyalty discounts.

You can enter your voucher when you reach step 4 of the ordering process. Unfortunately, for technical reasons, no further vouchers can be entered. If you would like to use additional vouchers, please send us the voucher code and the corresponding value of the additional vouchers by e-mail immediately after submitting your order. We will then manually redeem the voucher(s) on your order.

Our gift vouchers are valid indefinitely. If you redeem part of your gift voucher when ordering, we will issue you with a new voucher for the remaining balance, which is also valid indefinitely.

Have you forgotten to redeem your gift voucher with your order? Then you are welcome to contact our customer service. We will be happy to redeem the gift voucher for you. However, please note that it is no longer possible to redeem gift vouchers if your order has already been dispatched.

Please also note the same rules do not apply to promotional vouchers.

After placing your order, you will receive an automatic order confirmation to the e-mail address you provided. Please click on the voucher code and a PDF file with the selected design will open.

If you redeem part of your gift voucher when ordering online we will issue you with a new voucher for the remaining balance. You will then receive a new voucher code.

If you return an order in which a gift voucher has been redeemed in full, the same voucher code will be reactivated so that you can redeem it again using the same voucher code.

We ask for your understanding that it is no longer possible to redeem a promotional voucher after you have placed your order.

Our promotional discounts are usually subject to a minimum purchase value. This means that goods must be purchased for the specified value in order for the relevant voucher to be deducted. If you fall below the minimum purchase value by returning goods, the promotional voucher loses its validity and will not be deducted.

Unfortunately we are currently not sending our catalogues for the time being. However you can keep update to date with all our latest news and offers by signing up our newsletter.

If you would like to unsubscribe from our postal advertisements, please contact our customer service.

You can sign up to our newsletter here at any time. It contains weekly offers and promotions.

You may still receive up to three promotional mailings from us after unsubscribing. It is unfortunately not possible for us to stop these, as they have already been dispatched in advance. We ask for your understanding in this regard, but would like to assure you that the advertising block will take effect as soon as all mailings that have already been scheduled in advance have been sent out.

You no longer wish to receive our newsletter? You can easily unsubscribe from our newsletter by clicking on the unsubscribe link at the bottom of the newsletter. Alternatively, you can unsubscribe here.

Have you subscribed to our push notifications and no longer want to receive them? You can deactivate notifications via your browser's advanced settings.

As a company in the equestrian industry, it is very important for us to support equestrian sports and to share our passion for horses with you!

Is your association / riding centre/ riding club organising a competition, show or other equestrian event? Apply now for sponsorship from Kramer Equestrian and let us help make your event a success!

Join our Kramer team! You can find our current vacancies here. We prefer digital application documents, which you can upload using our online form for the position of your choice.