Frequently Asked Questions
Have a question about ordering from Millbry Hill?
Browse our frequently asked questions to find the answer:
- About Us
- Contacting Us
- International Orders
- Ordering & Using Our Website
- Returns & Exchanges
If you still can't find the information you are looking for, please email contact our customer services team, who are available 9:00am - 5:00pm, Monday to Friday to: email@example.com
(Please Note: We are currently experiencing very high volumes of enquiries. We will be in touch as soon as possible)
How much does delivery cost and how long will it take?
Delivery costs will vary depending on the total weight of your order and the delivery location, however delivery costs and estimated delivery times will be displayed in the checkout prior to placing your order. Free delivery is available on orders over £75, however some remote and offshore postcodes are excluded from this offer. Learn more about our delivery ›
When will my order be dispatched?
Whilst most of our products are available for immediate dispatch, there are occasions where items are out of stock at our main warehouse, and in order to be able to offer you the best product range, we may source these items from one of our stores or directly from the manufacturer. When this is the case, we will notify you of the potential delay and give an estimated delivery timescale prior to you placing your order.
Can you deliver to more than one address?
Unfortunately we can only deliver to one address per order. However you can choose to have your parcel delivered to a different delivery address to your billing address. If you require your parcel to be delivered to multiple locations, we advise placing a separate order for each address.
Does Millbry Hill deliver to P.O. Boxes or Freight Forwarding addresses?
Sorry, we are unable to deliver to Post Office boxes and we do not deliver to forwarding addresses.
Can I collect my order direct from Millbry Hill?
Yes, you can collect your order from a Millbry Hill Store. Simply select the store you wish to collect your order from at checkout. Learn more about our Click & Collect Service ›
Why are shipping restrictions applied to some items?
Due to the size, weight and nature of some items we are unable to send them to certain locations or by certain delivery methods. All available delivery methods and associated costs will be shown at checkout prior to you placing your order.
Do I need to sign for my order?
Yes, a signature is required when your order is delivered. However if there is a safe place the courier may at their discretion leave your parcel at your request. Please be aware that Millbry Hill cannot be held responsible for loss or damage to any items that have been left at your request.
What happens if I am out when my item is delivered?
If you are not in, our courier will leave a card giving you the details on how to re-arrange delivery. If you have specified a safe place for the parcel to be left, the courier may leave the item at their discretion, however please be aware that Millbry Hill cannot be held responsible for loss or damage to any items that have been left at your request.
Can I change my shipping address after my order has been dispatched?
Unfortunately we are unable to redirect any orders once they have left us, so please ensure you provide the correct shipping address for the specified delivery times.
Can I return an item to you?
We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund a product within 28 days, provided (in the case of any non-defective products) it is in a fully resaleable condition.
We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us we will dispose of it for you as it cannot be resold. In addition, we cannot accept returns on made-to-order or customised items, opened food or perishable goods, underwear, swimwear, pierced earrings, videos, DVDs, CDs and computer software or games. This does not affect your statutory rights where the goods are faulty or not as described. View our returns policy ›
How do I return an item?
The easiest and cheapest way to return your item is to use our returns service provided by Royal Mail. This fully tracked service costs £4.99 per parcel, which will be deducted from your total refund amount. View Details ›
To return an item for refund, wrap the package securely and send the item(s) to be returned back to us at the address below. Please ensure you include your order number and contact details, along with details of the requested exchange. We would advise including a completed copy of our Returns Form to ensure we can deal with your request promptly.
Return Address: Returns Department, Mount Pleasant Way, Stokesley Business Park, North Yorkshire, TS9 5NZ. Please note that you are responsible for the cost of postage unless the item is faulty
Can you collect an item for return?
Millbry Hill can offer a collection service where the item to be refunded can be collected from the delivery address. This service will be charged at £15.95 per parcel (with a maximum weight of 30kg per parcel). Please ensure you package up the item appropriately as we cannot accept responsibility for any damage to the item whist it is on its way back to us. If you require this service please call our customer services team on 0800 652 0432.
Can I return my order to a Millbry Hill store?
Yes, simply take your order or item into one of our retail shops accompanied with your original invoice/receipt and staff will be happy to help. Please ensure you enclose a copy of your order invoice and/or completed returns form with your items. Please note, the refund will be processed by our online team and will be issued to the payment method used to place the order, typically within working 7 days. You will receive an email confirmation when your refund has been processed..
Can I exchange an item?
If you require a different item, simply follow the returns process above to obtain a refund and place a new order for the item you require.
Does Millbry Hill have retail stores?
Yes, we have retail shops across the North of England. Our stores are open 7 days a week, we look forward to meeting you! Learn more about our stores ›
Do you have a Catalogue?
Unfortunately we do not currently have a catalogue. As our stock changes regularly, the best way of seeing what we currently have available online and in store is to browse our website.
Do you offer Riding Hat & Body Protector Fitting?
Yes, we have qualified staff in all our stores who are able to professionally fit your hat and body protector. If you choose to order online with click and collect, we will be happy to fit your hat or body protector before you take it away to ensure it fits correctly. We strongly advise you have your new hat and body protector professionally fitted before use to ensure it will provide you with the protection you need in the event of a fall or accident.
Can I collect Loyalty Points online?
You cannot currently collect Loyalty Points online, however this something we are looking to introduce very soon.
Can I contact you by phone?
Yes, our customer services team are available Monday - Friday, 9:00am to 5:00pm to take your call. However during busy periods or outside of these hours, please leave a message and we'll get back to you as soon as possible. You can call us on our Freephone Number on 0800 652 0432 (International customers can call us on +44 1642 718282).
What email address should I use to contact you?
You can email any queries you have about your order or any of our products to firstname.lastname@example.org. We aim to respond to all emails within one working day.
What is your postal address?
Our postal address is Millbry Hill, Mount Pleasant Way, Stokesley Business Park, North Yorkshire, TS9 5NZ and this is also the address to send any returns to. Please note, this is our warehouse address and is not open to the public.
Can I place an order by phone?
If you are unable to place your order over the internet, you can place your order over the phone with our customer services team on 0800 652 0432 (International customers can call us on +44 1642 718282). Our Customer Services team are available Monday to Friday, 9:00am to 5:00pm.
What payment methods can I use?
We accept all major credit and debit cards including Visa, MasterCard, Maestro and Delta, however unfortunately we are unable to accept American Express. We also accept payment by PayPal - however please be aware we can only deliver to the address registered to you Paypal account when paying via PayPal. We are unable to accept payment by cheque, bank transfer or cash on delivery.
Why has my payment been rejected?
For your security, we use Visa and Mastercard's identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. Please ensure you follow this step for your payment and order to be accepted. The system also checks billing address details against the details registered to your card, so please ensure you enter these exactly as on your credit card/bank statements otherwise payment may be rejected.
I've forgotten my password
If you have forgotten your password, click the "Forgotten password" link found on the login page. You will then be asked to enter your email address, and a new password will be sent to you. Once you have logged in with your new password, you can change your password by using the "Change password" link on your account dashboard.
I can't to log into my account
Please ensure your email and password are correct (see how to reset your password above). If for some reason you are still unable to log into your account, please give us a call on 0800 652 0432 or email email@example.com.
What does "Order Dispatched" mean?
When you receive an email telling you that your order has been dispatched, this means it has been collected from our warehouse and is with the courier for delivery. The date of delivery will depend on the delivery service chosen when you placed the order and your delivery location.
Do you have a size guide?
Yes, our general size guide and conversion charts can be found by clicking the link on the bottom of each page . Additionally, as sizes can vary greatly by brand, we have also provided brand specific size guides, a link to which can be found on the relevant product page.
How do I know if an item is out of stock?
All items are in stock unless "Sold Out" is displayed. Sometimes, however, we will need to source a product from one of our stores or directly from the manufacturer. When this is the case, we will notify you of the potential delay and give an estimated delivery timescale prior to you placing your order.
Is it possible to order in a size/item for me?
It may be possible to order in an item of stock for you. Please email firstname.lastname@example.org for further information. Please note, payment will be required before we can order the item in for you and we are not able to order in sale items.
Can I pay in another currency?
You can select which currency you view our products in on our website,; either USD, EUR or GBP, however payment will be charged in GBP.
Will I have to pay duties and taxes?
It is important to note that you may have to pay custom duties and taxes on items you purchase from Millbry Hill for delivery outside of the UK and that these local fees are not included in your invoice.
Packaging & Recycling
To protect the environment though resource conservation, energy saving and minimise the amount of material going to land fill and incineration.
Can I recycle packaging?
Most things can be recycled; the meaning of symbols and labels on waste packaging can be checked online at www.recyclenow.com/recycling-knowledge/packaging-symbols-explained. Local government have recycling collection arrangements and local waste recycling centres check yours at www.gov.uk/recycling-collections.
England, Wales, Scotland and Northern Ireland have each developed a national waste strategy outlining the UK plans to cope with the increasing amount of waste being produced.
Defera – published a “Waste Management Plan for England”.
SEPA – published a “Waste Data Strategy for Scotland”.
Wales – published A “Towards Zero Waste Plan”.
Northern Ireland – have a “2006 – 2020 plan towards resource management”.