Please ensure you use an accessible email address and/or a suitable contact number with your order to allow communication from ourselves or our delivery companies if required. Please check your inbox (as well as Spam / Junk) for communications as order confirmations can sometimes appear there.

We operate on a 10 day order processing however we will endeavor to dispatch in stock items the same day. In busy periods this can take a little longer or if the stock needs ordering in to fulfil your order we aim to have your order processed within 10 working days. Please note couriers do not collect on Saturday's, Sunday's or Bank Holiday's so your parcel will be shipped on the next working day. On occasion we may post out items from the same order separately; this is performed at our discretion and at no additional carriage charge to you.

Postage costs are detailed below; we reserve the right to amend these costs for large or bulky items both within the UK and overseas. If there are to be additional charges you will be contacted by a member of staff by telephone or email to discuss the options. Please email or phone us before placing your order if you are concerned about this.

UK Orders

Please ensure you use an accessible email address and/or a suitable contact number with your order to allow communication from ourselves or our delivery companies if required. Please check your inbox (as well as Spam / Junk) for communications, order confirmations can sometimes appear there.

We endeavour to post out your goods the same day; however, in busy periods this can take a little longer or if the stock needs ordering in to fulfil your order we aim to have your order processed within 10 working days. Please note couriers do not collect on Saturday's, Sunday's or Bank Holiday's so your parcel will be shipped on the next working day. On occasion we may post out items from the same order separately; this is performed at our discretion and at no additional carriage charge to you.

Postage costs are detailed below; we reserve the right to amend these costs for large or bulky items both within the UK and overseas. If there are to be additional charges you will be contacted by a member of staff by telephone or email to discuss the options. Please email or phone us before placing your order if you are concerned about this.

 Delivery charges:

 Standard UK delivery – 0kg-5kg £7.67, 5.01kg-10kg £10.86 10.01kg -20kg £12.67

 Free Click & Collect is available along with free delivery on orders over £125 in DH, NE AND DL postcodes. Prices vary on all pallet deliveries.

We reserve the right to amend delivery charges for large or bulky items, you will always be contacted if this situation arises to discuss options.

All UK orders are posted using either DPD Next Day, please note some offshore and Highlands postcodes are ineligible for Next Day Delivery (see clause 6.8).

All delivery dates are estimates, please track the progress of your order but note goods cannot be classified as lost until 14 working days after posting (longer if International). Please notify us of any delivery issues or queries within 14 days of dispatch.

Postcodes ineligible for Next Day Delivery – All Northern Ireland and Channel Islands, AB31-56, F17-21, G83, GY9, HS1-9, IM, IV, KA27-28, KW0-17, PA20-78, PH15-99, TR21-25, ZE.

Click & Collect - All items are available to be collected from our warehouse during opening hours Monday - Saturday 9am - 5pm or by arrrangement. Please be aware we are closed Bank Holidays. You will receive an email when your item is ready for collection, we aim for this to be within a few hours of the order being delivered to us. Orders for non-perishable goods will be held for 2 months, orders for perishable (horse feed) will be held for a month, once this time has passed the order will be refunded. To collect your item please ask a staff member at the till and please bring your order reference number/invoice and proof of ID.

International Orders

At present we do not ship international orders, if you do order with us and you have an international delivery address your order will be cancelled and refunded.

Delivery Delays

Whilst we are trying our best to maintain our usual delivery timescales, due to some couriers experiencing delays due to staff shortages, delivery timescales cannot be guaranteed at this time

Returns Policy

Please check the condition of your parcel on delivery prior to signing for acceptance. In the event that goods are incorrect, missing or damaged on arrival please specify against your signature and inform us immediately, within 3 working days. Refunds or exchanges are made in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under this regulation, you have 28 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, allows us to make a reasonable deduction from the refund if the item has diminished in value by the handling of them beyond what is necessary to establish their nature, characteristics, and function.

The following is a quick guide to our returns policy:

You have 28 days to return a non-sale item to us; items must be in their original packaging, unworn, unused and not damaged. A full refund for the item or exchange will be given.

You have 14 days to inform us of your intended return of a sale item to us for a full refund, and then 14 days to return this to us; items must be in their original packaging, unworn, unused and not damaged. A full refund for the item or exchange will be given.

If an item is faulty on arrival you have 7 days in which to contact us for a full refund or exchange. If an item is faulty you will be reimbursed the cost of your postage back to us, usually, you will be sent a returns label by us from either DPD. Items deemed faulty after this period will be dealt with on a case by case basis in consultation with manufacturers.

If a parcel looks damaged on arrival do not sign for it; instead, refuse the parcel as damaged during posting.

If you wish to return an item after these periods you must seek authorisation in writing by email.

Please note where the outer packaging is not present and labels and tape have been attached directly to the item (product boxes should be covered by a bag) we will charge a 20% fee for damage made to the product's packaging.

Please note if an item(s) is returned in an unsaleable condition meaning dirty, clearly used or damaged (not a warranty issue e.g. a bit with chew marks) we will contact you to either return the item to you or charge you a cleaning fee.

Animal Feed Returns - We will not accept or refund returned horse feed online or in our store. Horse feed must be carefully stored to ensure quality and while we are in control of the temperature of our feed room we can not be assured that goods have been stored appropriately away from our store and therefore would not be able to sell the returned feed, it would have to be destroyed.

How do I return an item?

Once you are satisfied you are returning an item within the terms of our Returns Policy please fill in the form enclosed with your parcel or provide a covering letter with your full details including name, address, order number, contact number and whether you require an exchange or refund and send the item(s) back to us at the address at the below.

You must make your own arrangements to return goods to us and all postage costs are to be covered by you unless the goods are deemed faulty. We recommend that you obtain proof of postage as Animal Feeds Direct cannot be held responsible for any items lost during transit back to us. Customers requiring an exchange within the UK will not be charged for the replacement item to be sent out once we have received the original item back. If the sizing is still incorrect and a further exchange is required standard carriage charges will apply.

If you have any concerns regarding returning an item to us please email sales@animalfeedsdirect.com

Returns Department

Animal Feeds Direct

Low Cocken Farm

Plawsworth

Chester-le-Street

County Durham

DH3 4EN

Goods returned under complaint will not be accepted unless clean and dry. Health & Safety Act 1972. This includes item bought in our store.

This Returns Policy forms part of our Terms and Conditions; if you do not agree with our Returns Policy then please do not purchase from our site.