FAQs
General
We use Royal Mail 2nd class (2-3 working days) for the majority of our parcels. For larger parcels we may use Evri.
We ship to the United Kingdom, Isle of Man, Jersey and Guernsey. We do not offer international shipping at this time.
Should you not be happy with anything you have received, please contact us in the first instance where we will do our best to resolve your concerns.
If you are still not happy with your order, we will of course issue a full refund upon return of the items purchased.
Please note, a cancellation fee may apply for any commitment plan ended early.
Regardless of the reason why the payment failed, our system will retry the payment every few days.
To ensure the payment goes through at the next attempt, please ensure you have sufficient funds in your account and your card has not expired.
If you have the funds available and your card is within date, but the payment is still failing, it is likely that your bank is blocking the payment, so please call them to discuss.
As a last resort, you may need to provide us with an alternative card to collect from. You can update this by logging into your account. Please remember to assign the new card to your subscription once added!
Feel free to drop us an email at hello@myhorsebox.com if you need any further help with a failed payment
To update/change a payment method:
- Log into your account
- Select ‘Account’
- Click ‘View’ in the Wallet section to add and deleted payment methods
To change which payment method is associated with your subscription:
- Log into your account
- Click 'Manage' on the subscription to be updated
- Click 'Change' in the Billing Details section
If you need any help with this, please email hello@myhorsebox.com and we will be happy to assist you
- Log into your account
- Select ‘Manage’ on the subscription you wish to amend
- Click ‘Edit’ next to Shipping Details
If you need help with this, please email hello@myhorsebox.com and we will be happy to assist you.
You will find your unique referral link when you log into your account with us.
Please feel free to share this link with your friends and family. If they use it to subscribe with use, they will receive £5 off their first payment and a £5 credit will be added to your account and will automatically be deducted from your next payment.
Please note: we are a small business and any unfair use of the referral scheme may result in credits being removed from your account or your subscription being cancelled. We will not accept 'self-referrals' or sharing of referral links on social media/websites etc.
My Horse Box
Our boxes are shipped on 15th of each month.
If you have qualified for a free box, this will be shipped within 2 working days.
Your first payment will be taken when you set up your subscription. Subsequent payments will be on 25th of each month, however is this date is not convenient for you, please contact us at hello@myhorsebox.com and let us know which date you would prefer your payments to be collected.
We will always confirm your next payment date via email.
Yes, you can!
Please drop us an email at hello@myhorsebox.com with your preferred payment date and we can change this for you.
When you signed up, you may have been asked to provide some information like T-Shirt size, or if you wanted to include any extras in your subscription.
All these choices can be edited by following these instructions:
- Log into your account
- Select ‘Manage’ on the subscription you wish to amend
- Click ‘Edit’ next to Update Choices
Please note that any options changed may not take effect until your next payment is collected.
If you wish to add or remove the sock upgrade from your plan, please drop us an email at hello@myhorsebox.com and we can make the change for you.
You will receive 300g of Maxima Mix ‘n’ Much horse treats in each box. There are 20 flavours available, and we will select a mix of 3 flavours each month.
You can find details of the ingredients here.
Each month you’ll receive a home made sweet treat such as:
- Brownie
- Blondie
- Rocky Road
- Filled cookie
All treats include gluten, eggs and dairy. Nuts are handled in the kitchen where the treats are prepared and therefore, we cannot guarantee nut free, even if not specifically used in the recipe.
Full allergen information will be included on the packaging of each treat.
This depends on your chosen commitment plan.
No Commitment
If you chose our non-commitment (1 box) plan, you can cancel at any time.
6 or 12 box plans
If you selected either a 6 or 12 box plan, your subscription can only be cancelled at the end of your commitment period. You can however, set your plan to automatically cancel at the end of your commitment. Note, if you do NOT set your plan to cancel before the end of your commitment period, it will automatically renew for another 6-12 boxes.
In both instances, please follow the below instructions to switch off automatic renewals:
- Log into your account
- Click ‘Manage’ on the subscription you wish to amend
- In the bottom right-hand corner, click ‘Cancel Subscription’
- Follow the on screen prompts
My Horse Sox
Socks are shipped on 15th of each month.
If you have qualified for a free pair of socks, they will be shipped within 2 working days.
Your first payment will be taken when you set up your subscription. Subsequent payments will be on 25th of each month, however is this date is not convenient for you, please contact us at hello@myhorsebox.com and let us know which date you would prefer your payments to be collected.
We will always confirm your next payment date via email.
Yes, you can!
Please drop us an email at hello@myhorsebox.com with your preferred payment date and we can change this for you.
If you wish to upgrade and include extra treats for you and your horse, or downgrade and just receive the socks going forward, please drop us an email at hello@myhorsebox.com and we can make the change for you.
If you have upgraded to receive extra treats for you and your horse, or are considering upgrading, you will receive 300g of Maxima Mix ‘n’ Much horse treats plus a sweet treat for you each month!
Horse Treats
There are 20 flavours to choose from and each month, we will choose a 3 flavours creating a different combination each month.
You can find details of the ingredients here.
Sweet Treat
Each month you’ll receive a home made sweet treat such as:
- Brownie
- Blondie
- Rocky Road
- Filled cookie
All treats include gluten, eggs and dairy. Nuts are handled in the kitchen where the treats are prepared and therefore, we cannot guarantee nut free, even if not specifically used in the recipe.
Full allergen information will be included on the packaging of each treat.
This depends on your chosen commitment plan.
No Commitment
If you chose our non-commitment (1 pair) plan, you can cancel at any time.
6 or 12 pair plans
If you selected either a 6 or 12 pair plan, your subscription can only be cancelled at the end of your commitment period. You can however, set your plan to automatically cancel at the end of your commitment. Note, if you do NOT set your plan to cancel before the end of your commitment period, it will automatically renew for another 6-12 pairs.
In both instances, please follow the below instructions to switch off automatic renewals:
- Log into your account
- Click ‘Manage’ on the subscription you wish to amend
- In the bottom right-hand corner, click ‘Cancel Subscription’
- Follow the on screen prompts
My Horse Treats
Your first order will be shipped within two working days.
Subsequent orders will be dispatched depending on the frequency set when you set up your subscription.
You can change the frequency of your orders by logging into your account or dropping up an email at hello@myhorsebox.com
Your first payment will be taken when you set up your subscription. Future payments will be on the same date of the month, at the frequency you set at the time of subscribing.
For example, if you signed up on 10th and chose a monthly delivery, your payment will be on 10th each month. If you chose a delivery every 3 months, your payment will be on the 10th every 3 months.
After each order is placed, your next payment date will be confirmed by email.
If you wish, you can change your payment date by contacting us at hello@myhorsebox.com
Yes, you can!
Please drop us an email at hello@myhorsebox.com with your preferred payment date and we can change this for you.
The treats are made with natural ingredients and contain no molasses.
A full list of the ingredients can be found here.
After the first two payments are collected, you are free to cancel your subscription at any time. Just follow the instructions below:
- Log into your account
- Click ‘Manage’ on the subscription you wish to amend
- In the bottom right-hand corner, click ‘Cancel Subscription’
- Follow the on screen prompts
Yes of course! Follow the below instructions to amend which flavours we will send in your next order.
- Log into your account
- Select ‘Manage’ on the subscription you wish to amend
- Click ‘Edit’ next to Update Choices
Please note that any options changed may not take effect until your next payment it collected.
