Track your order
Every order ships tracked. Nothing goes out blind.
We send by Royal Mail Tracked 48 or Tracked 24. The moment your parcel leaves us you get an email with the tracking number, and you can follow it the rest of the way yourself.
How it works
Three emails, and then a parcel.
01
Order confirmed
Straight after checkout you get a confirmation with what you bought and where it is going. Check the address on it now rather than later.
02
Dispatched
When the parcel leaves us you get a second email carrying the Royal Mail tracking number. Orders placed before 2pm on a working day usually go the same day.
03
On its way
Tracked 48 arrives in two to three working days, Tracked 24 in one to two. Royal Mail updates the tracking as it moves.
Where to put the number
Your tracking number is in the dispatch email. If you created an account when you ordered, it is also against the order in My Account. Take it to Royal Mail and they will tell you exactly where the parcel is.
When something is not right
I have not had a dispatch email
Check the spam folder first, and check the address you gave at checkout. If it is still missing, email hello@santosequine.com with your order number and we will resend it.
The tracking has not updated for a few days
Royal Mail sometimes scans a parcel at the start and not again until delivery, particularly on Tracked 48. Give it until the end of the stated delivery window before worrying.
The window has passed and nothing has arrived
Tell us. Royal Mail treats a UK item as lost once 10 working days have passed beyond the estimated delivery date. Once we are at that point we will send a replacement or refund you.
Tracking says delivered but I have nothing
Check with neighbours and any safe place you have set with Royal Mail, and look for a card. If it is still nothing, email us with your order number and we will raise it with Royal Mail.
I gave the wrong address
Email us straight away. If the parcel has not gone out yet we can change it. Once Royal Mail has it we cannot, and the parcel has to come back to us before we can send it again.
Delivery times are working days and do not include weekends or English bank holidays. Full detail, including costs, is on our Delivery Information page. Anything else, write to hello@santosequine.com and quote your order number.