Customer Service & Help Centre

You can place your order online on our website. Simply browse our website, adding items required to your bag. When you're happy with your selection, proceed to our checkout page to view delivery options and complete your purchase. You will have the option to register/log into your account, or you can choose to checkout as a guest if you prefer.

Once your order has been received by us, you will receive an order confirmation email to the email address used when placing your order. Please check the details of this, and let us know as soon as possible if there are any errors, as we are unable to cancel or change orders once they have been dispatched.

As we aim to get your order dispatched as soon as possible, we cannot guarentee we will be able to cancel or change an order, including the deliery address, once it is placed. To request a cancellation or change to your order, please reply to your order confirmation email, providing details of the change you require.

We are unable to cancel or change orders once they have been dispatched, or for some items which are dispatched directly from the manufacturer/supplier. For orders we are unable to cancel or ammend, if you no longer require the order, please return it back to us, using our usual returns process, for a refund.

You can order a Digital Gift Card online here. You can choose to have this emailled to yourself, or sent directly to the recipient on the date of your choice.

Physical Gift Cards are only available to purchase in store. Both Digital and Physcal Gift Cards can be redeemed in store or online, and are valid for one year from purchase.

You can track the progress of your order within your account.

When you log into your account, you will see a full list of your orders, and their current status. Within each order, you can also find the status of all items within your order, plus any tracking information for items which have been dispatched from our warehouse.

Your order confrmation will show a breakdown of any VAT charged on your order. If you require a VAT invoice/receipt for business purposes, please email sales@millbryhill.co.uk with your order number to request this.

Whether you are wanting to have your order delivered, or to collect your order from one of our stores, we've a range of options available to choose from.

We offer FREE delivery on orders over £75 to UK Mainland addresses, subject to maximum a parcel weight of 30kg (2kg for Highland and some remote locations). Delivery for orders under £75 starts from just £3.99. Alternatively, you can place your order online and collect your items for FREE from your local Millbry Hill store.

All available delivery options for your choice of products and delivery location will be displayed at checkout.

See full delivery info ›

Yes, we offer free store delivery with our Click & Collect service. For item in stock at your local store, Click & Collect orders placed before 3:00pm are usually available for collection the same day. Orders placed after 3:00pm, are normally available within 24hrs.

Where an item is not in stock in your chosen store, this will be delivered in to the store for you free of charge, and will typically be available for colection within 5 working days. Please note, delivery times cannot be guaranteed and are subject to stock availability and demand.

We offer a range of delivery services, giving you a choice of service and cost options. Our Standard and Economy Delivery options will typically be delivered by Evri or DPD. All Priority Deliveries will be made by DPD. Local Bulk Deliveries are made by our own fleet of wagons, whereas other pallet deliveries will be delivered by a 3rd party pallet courier.

See full delivery info ›

We can currently only offer delivery within the United Kingdom.

Delivery times depend on the service you choose at checkout:

• Economy Delivery: 5 - 10 working days
• Standard Delivery: 3 - 5 working days
• Priority Delivery: 1 -2 working days

For Click & Collect orders, where the item(s) are available in store your order will usually be ready for collection the same day. For items that need to be delivered to the store from our warehouse your order should be ready within 5 working days.

Full details can be found on our Delivery Information page.

Whilst we will try to minimise the number of parcels, if your order contains multiple bulky items, or your items need to be soucred from more than one warehouse, your items may arrive in multiple parcels and in multiple deliveries.

Where your order is due in more than one delivery, you will recieve a delivery confirmation email for each delivery. This will detail the item(s) due in the consignment, along with tracking information where available.

Yes, tracking is available for most orders. As soon as your order has been dispatched, we’ll email you a tracking number with tracking link where available. You can also find this by logging into your account and selecting your order.

If your tracking link isn’t working, please allow a few hours for the courier to update their system.

It can take time after the courier has collected your parcel before it is registered on their system and available to track.

Tracking will usually be available from 6pm on the day the parcel was dispatched, however it can sometimes take up to 24hrs for the tracking number to be recognised.

We advise making sure there will be someone available to accept your delivery. However if you, or someone else at your property, are not going to be available to sign for your order, for most deliveries, the courier will give you the option to chose a safe place for delivery. Choosing a ‘safe place’ tells the courier of a secure place at your address where our couriers can leave your package ready for when you get back, or somewhere you can collect it from. To select a safe place, please follow the instrictions provided by the courier via email. Please note, we cannot be held reponsible for any loss or damage occurred for parcels delivered to a safe place. If you do not have a safe place at your property, you can also request the courier delivers to a neighbour or to the nearest collection point (eg a Pick Up Shop).

If the courier is unable to access your property, or a safe place is not available, they will deliver your parcel to the nearest collection point or pick up shop. Please note, all pallet deliveries require someone to be available on site to accept and sign for the delivery.

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 of receipt, provided it is in a fully resaleable condition. You can return your order to any of our retail stores, or by post to Millbry Hill Returns Department, Broken Brea Farm, Richmond, North Yorkshire, DL10 7EY. Unfortunately, we are unable to offer free returns by post.

Please ensure all parcels posted for return are securely wrapped, and that you include your name, order reference and contact number or email address so we can identify the parcel and process your return quickly. If returning an item to a store for a refund, you will require your order confirmation as proof of purchase. If you paid by credit or debit card, you will also require the card you paid with.

For more information on returns and refunds, please click here.

You can exchange an item bought online at Millbry Hill in any of our stores, provided it is in a fully resaleable condition. You will need your order confirmation as proof of purchase for us to be able to accept the exchange. Please be aware that our stores do not carry all items listed online; please contact the relevant store to confirm stock availability prior to making a special journey.

Unfortunately, we cannot offer exchanges by post. If you wish to exchange an item via post, please return your item(s) for a refund, and place a new order for the item(s) you require.

Yes, we can accept returns for online orders in our stores. Please ensure you bring proof of purchase, such as your order confirmation email, with you. Any item for return must be in a saleable condition, complete with all product packaging and with any tags still attached.

Faulty items are rare, however if you think your order has arrived damaged or is faulty, please contact us as soon as possible, and we can advise what to do next. If required, we can also arrange a free of charge return.

Please note that all items are checked on receipt and if found not to be faulty will be returned to you at your cost. Suspected faulty items may need to be returned to the supplier for their expert opinion before we are able to repair or replace the item. If an item is agreed to be faulty we will either repair or replace it in accordance with our Terms & Conditions.

Items should be returned within 28 days of receipt for a refund. They must be in a saleable condition, complete with all product packaging and with any tags still attached.

Please ensure all parcels for return are securely wrapped, and that you include your name, order reference and contact number or email address so we can identify the parcel and process your return quickly.

Items must be in original condition, in original packaging, with no damages to the product or the product packaging. Do not stick anything, including delivery labels, on shoe boxes/product packaging as this will void your return. Clothing and footwear must be unwashed and unworn.

All items that are being returned must be clean and in the same condition, they were when they left our warehouse. If an item arrives dirty then we are unable to process your return request. The product will then be returned to you at your own cost. This clause is in accordance with the Health and Safety at Work Act 1974.

If returning safety items such as riding hats, you must ensure the item is returned with sufficient packaging to prevent any potential damage in transit. The item should be placed in the original product packaging, and returned in a sturdy box, such as the original delivery box, and filled with packing material. Items such as riding hats may sustain damage that is not immediately visible but can compromise safety, therefore we reserve the right to refuse to accept such items where we have concern over the condition the item is received back to us in, including due to returning with a lack of suitable packaging material.

We cannot not accept returns on any opened food products, medicines, any form of undergarments, and any custom-made products are also non-refundable.

Once your return is received by our returns team, it takes approximately 3-5 working days to process your returned item. The returns team will inspect your item(s) and we will notify you of the approval or rejection of your refund.

Once your returned item(s) have been approved, your refund will be processed and will automatically be applied to the original method of payment. Once the refund has been processed it can take 3-5 working days for the money to appear in your account, depending on your bank.