Frequently Asked Questions

Popular Questions

How do I return an item?

U.S. Return Policy

We truly hope you enjoy your new Oughton luxury goods! If you need to return an item purchased at oughton.com, Oughton will provide one free return shipping label for returns made within 30 days of purchase. After 30 days, customers are responsible for return shipping costs. Items must be returned in new condition with original tag, dustbag, straps, and handles, preferably in the original packaging.

If you've lost your order paperwork, email us at customerservice@oughton.com.

If your item is damaged and your purchase date falls outside our standard return window, please contact customerservice@oughton.com. Return requests outside of the standard timeframe will be reviewed on a case-by-case basis and are subject to acceptance at the discretion of Oughton.

If you need to return an item purchased at an Oughton retailer or tack store, please return the item to the original place of purchase.

START MY RETURN - (U.S. Customers Only)

International Return Policy

Returns on products purchased from the Oughton website are available for 30 days after the order date. Customers are responsible for shipping costs to get the product back to the Oughton office. We recommend using a shipping method that offers tracking services. Return directions are provided on your packing slip, or you can contact Oughton Customer Service at customerservice@oughton.com.


Send international returns to:

Oughton
154 E. Bingen Point Way,
Bingen, Washington 98605
USA

Please allow 10 days for us to receive your return. Once your return is received and processed, we'll email you a Refund Confirmation email to let you know that a refund has been processed. Allow 1-2 billing cycles for the credit to appear on your credit card statement.

How do I exchange an item?

To exchange a product:

1. Return your items as described on our Returns page.

2. Place a new order.

Can I cancel my order?

Once an order is placed, it can't be altered or changed. We offer free shipping within 30 days of purchase for a refund on purchases made within the US, for any item. Use our returns process to create a prepaid UPS return shipping label.

My item is damaged, how do I get it replaced?

Please contact our Customer Service Team at customerservice@oughton.com with your order number, item name, color and size (if applicable) of damaged item and the type of damage. Our Team will assist in getting you taken care of.

Ordering

How do I order?

Thanks for shopping on oughton.com. When you are ready to select items to purchase, here are some simple steps that may help:

Click on an item to go to the next page with color and size details for the item
1. Click through colors available
2. Add items to your shopping cart
3. When ready to check out, enter a shipping address
4. The shipping methods and rates will be shown to choose from
5. Enter any promo code you may have received
6. Continue to payment method and billing address information

I'm a first time customer. How do I create an account?

As a new customer, you will not be asked to log in at checkout. The information you provide during checkout will be saved to a secure account that you can later access to track orders or request a return or exchange, and for ease in ordering Oughton again. An account may only have one email associated with it, but you can update your email by logging in to your account.

To make an account without a purchase, click 'Account' in the site header and choose 'Create Account' to create a new account. Follow instructions.

May I checkout as guest?

Yes, you can. You will still need to provide an email address for order tracking purposes.

How do I use my promo code?

Enter your code at checkout exactly as it appears in the email, printed offer or webpage. Click "Apply" and your discount will be detailed in the payment summary. Only one promo code is allowed per order. You can find additional Terms & Conditions detailed on the original offer.

May I order over the phone?

No Oughton does not accept phone orders.

Do you charge sales tax?

Yes. Oughton charges sales tax on orders, based on the destination of the order, in accordance with state and local tax laws.

Why does my bill address have to match my credit card billing address?

We verify all transactions using Address Verification Service. All billing addresses must match the card billing address both domestic or internationally.

Is your site secure?

Absolutely. During the order process, all personal information is transmitted via Secure Socket Layers (SSL), the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. To be sure your connection is secure, look at the bottom status bar of your browser window during checkout. If you see an unbroken key or a closed lock (depending on your browser) the SSL is active and your information is secure.

What forms of payment do you accept?

For purchases at oughton.com, we accept payment by Visa, MasterCard, American Express, Discover, Apple Pay, Amazon Pay, Google Pay, and Paypal. We are always adding more ways to pay as they become available.

Customer Accounts

How can I retrieve my password?

It’s easy to retrieve your password. To retrieve your password, click 'Account' in the Oughton header. On the Account login page, click the link that says “Forgot your password? Click here.” Enter the email address you used to set up your account (or the email address provided during your initial purchase) and click on the “send” button. You will receive your password in a message sent to the email address provided.

How can I retrieve previous order numbers?

You can retrieve previous order confirmation numbers by logging into your account. On the Oughton home page, click on the 'Account' link in the header and login. Here you will find complete details, including order confirmation numbers, related to previous purchases at oughton.com.

Why do you require my email address?

Your email address is required so that we can communicate with you quickly and efficiently regarding your order(s). You will receive the following emails from us:

1. An order confirmation email will be sent after you click the "Complete Checkout" button.
2. Notification will be sent via email if there is a problem with your payment information, or if any additional charges are applicable, such as tax or additional shipping.
3. A shipping status email will be sent when your order's tracking information has been updated.
4. A final follow-up email may be sent 10 to 45 days after shipment to confirm your receipt of your order.

You may also choose to sign up for email notifications of special promotions that Oughton offers throughout the year.

What is the purpose of having an account?

During the checkout process, your information will be saved to a secure account. This account allows you to log in to track orders and request returns or exchanges. The account includes your billing and shipping information for faster checkout next time. The personal information in your account is not accessible to or shared with any third parties.

Shipping

What are your shipping options?

Within the Continental U.S.

UPS Ground

5-7 Business Days
FREE on orders of $150 or higher

USPS Priority Mail
5-7 Business Days (Currently experiencing delays)
On orders of any value

UPS Expedited*
2-3 Business Days
On orders of any value


*Notes on Expedited Shipping
Because of the effects of the coronavirus and its impact on their infrastructure, UPS has suspended their Service Guarantee for all shipments from any origin to any destination. This includes expedited shipments. If you select expedited shipping for your order, UPS will not guarantee delivery within the timeframe you selected and paid for.

We cannot guarantee delivery dates will be met for expedited shipping.

How can I track my order?

Please log into your account through the 'Account' button found in the header on oughton.com and review your order history. Your tracking information can be found there. It may take up to 48 hours after an order has shipped for tracking information to appear. You can also track your order from your Shipping Confirmation email.

Do you ship internationally?

International customers may choose to ship their orders through our International Checkout option. We use a third party shipping company that provides shipping options tailored to your country as well as allowing you to prepay any duties and fees for the order.

We ship to Australia, Canada, New Zealand, Denmark, Germany, Hong Kong SAR China, Kuwait, Namibia, Netherlands, Norway, Singapore, South Africa, Spain, Sweden, United Arab Emirates, United Kingdom, Belgium, Iceland, Japan, Taiwan, France, Ireland, Italy, Brazil.

International orders shipped from the Oughton warehouse are sent via USPS. Allow up to 15 business days for your order to arrive before contacting Oughton Customer service with questions. These orders may be subject to additional duties upon arrival at its destination. These duties are your responsibility.

Returns and Exchanges

U.S. Return Policy

We truly hope you enjoy your new Oughton luxury goods! If you need to return an item purchased at oughton.com, Oughton will provide one free return shipping label for returns made within 30 days of purchase. After 30 days, customers are responsible for return shipping costs. Items must be returned in new condition with original tag, dustbag, straps, and handles, preferably in the original packaging.

If you've lost your order paperwork, email us at customerservice@oughton.com.

If your item is damaged and your purchase date falls outside our standard return window, please contact customerservice@oughton.com. Return requests outside of the standard timeframe will be reviewed on a case-by-case basis and are subject to acceptance at the discretion of Oughton.

If you need to return an item purchased at an Oughton retailer or tack store, please return the item to the original place of purchase.

If you'd like to start a return within the U.S., follow the instructions laid out in on our Returns page.

International Return Policy

Returns on products purchased from the Oughton website are available for 30 days after the order date. Customers are responsible for shipping costs to get the product back to the Oughton office. We recommend using a shipping method that offers tracking services. Return directions are provided on your packing slip, or you can contact Oughton Customer Service at customerservice@oughton.com.


Send international returns to:

Oughton
154 E. Bingen Point Way,
Bingen, Washington 98605
USA

Please allow 10 days for us to receive your return. Once your return is received and processed, we'll email you a Refund Confirmation email to let you know that a refund has been processed. Allow 1-2 billing cycles for the credit to appear on your credit card statement.

How much does return shipping cost?

Returns for orders in the continental U.S. are free within 30 days for eligible products. For orders made outside the continental U.S., customers are responsible for the cost of return shipping. We
will refund your original form of payment less return shipping costs.

Preparing your item for return

A prepaid UPS label will be assigned to all domestic return requests. Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label.

If possible, please ship your return in its original packaging to protect it from damages during transit. If you no longer have the original packaging, ship your return in your own packaging or materials provided by your local courier. Include your packing slip in the box, along with the product you’re returning if you have it. If you've lost your order paperwork, are outside of the United States, or need help with the returns process, email us at customerservice@oughton.com.

You may take your package to any UPS location. Your Oughton prepaid label is specific to your return
request. To avoid delay in processing, please include only the approved items in your return package. Please do not combine return orders in one shipment.

Where is my shipping label?

Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label. (U.S only)

When will I get my refund?

Once your return is received and processed, we'll email you a Refund Confirmation to let you know that a refund has been processed. Your refund will be issued against the original payment method. Please allow 15 days from the date of return delivery for the return to process and the refund to post to your credit card.

Can I exchange a product?

To exchange a product:

1. Return your items as described on our Returns page.

2. Place a new order.

International Customers

Delivery Times

oughton.com is pleased to ship worldwide through our partner, GlobalShopex.com. Simply add any items you wish to purchase in your shopping cart and choose the "International Checkout" option. The global checkout page will allow you to see the cost of shipping and duties and taxes upfront. You may prepay duties and taxes when you check out or pay upon delivery. If you prepay, there will be no additional funds collected upon delivery. GlobalShopex handles the international checkout and shipping and will process your payment and guarantee delivery. Once your order is completed, order status questions should be directed to GlobalShopex at customercare@globalshopex.com or 786-391-4868. 

STANDARD SHIPPING arrives at your address in between 10 to 15 business days. 

PRIORITY SHIPPING arrives at your address in between 5 to 10 business days. 

GlobalShopex Contact Numbers 

+1 (786) 391 4868. 

We ship to Australia, Canada, New Zealand, Denmark, Germany, Hong Kong SAR China, Kuwait, Namibia, Netherlands, Norway, Singapore, South Africa, Spain, Sweden, United Arab Emirates, United Kingdom, Belgium, Iceland, Japan, Taiwan, France, Ireland, Italy, Brazil. Allow up to 15 business days for your order to arrive before contacting Oughton customer service with questions.

Customs, Duties, and Tariffs

Customers are responsible for all duties, taxes, customs charges, and any other fees that may be required to receive delivery of an order. Oughton does not charge for any duties, taxes, VATs, or tariffs on international shipments. Contact your local customs office for more information.

International Return Policy

Returns on products purchased from the Oughton website are available for 30 days after the order date. Customers are responsible for shipping costs to get the product back to the Oughton office. Please return items in like new and unused condition, in original packaging if possible. We recommend using a shipping method that offers tracking services. Return directions are provided on your packing slip, or you can contact Oughton Customer Service at customerservice@oughton.com.


Send international returns to:

Oughton
154 E. Bingen Point Way,
Bingen, Washington 98605
USA

Please allow 10 days for us to receive your return. Once your return is received and processed, we'll email you a Refund Confirmation email to let you know that a refund has been processed. Allow 1-2 billing cycles for the credit to appear on your credit card statement.

International Shipping Offers and Exclusions

Due to the high cost of shipping internationally, we cannot apply free shipping offers to international orders.

Gift Cards

Do you offer gift cards?

Yes! We have Electronic Gift Cards in amounts between $25 to $500.

Shop them here!

What is an E-Gift Card?

An Oughton E-Gift Card is the perfect gift for any horse lover. The E-Gift Card will be sent via email to the buyer and can be printed or forwarded to the recipient to redeem only at oughton.com. Each E-Gift Card contains a code to be entered at checkout. Oughton E-Gift Cards can be ordered in set amounts from $25 and $500.

Are there shipping charges on E-Gift Cards?

There are no shipping costs for E-Gift Cards as they are sent via email to the buyer or recipients. E-Gift Cards are sent separately from other items ordered at the same time, so shipping charges will still apply to other merchandise.

How can I redeem my Oughton E-Gift Card?

To redeem an E-Gift Card online, enter the gift card code on the Shipping page at checkout. Gift cards can only be used at oughton.com and not at any retail store.

How can I check my E-Gift Card balance?

You can check the balance of your E-Gift Card at any time by calling customer service at 855-202-0205. You will need the code found on your E-Gift Card to check the balance.

Are E-Gift Cards refundable?

No, our E-Gift cards are NON-REFUNDABLE. Please note that we are unable to reissue E-Gift cards that have been lost or stolen.

Why can't I find my E-Gift Card?

It may be tucked away in your spam folder. Be sure to check all your folders in your email account. Still having trouble? Contact us at 855-202-0205 and we will be happy to assist. Please note that we are unable to reissue E-Gift cards that have been lost or stolen.

What time will my scheduled E-Gift Card be sent?

When you purchase an E-Gift Card on Oughton.com, it will be sent out at the same time the gift card was purchased, on the scheduled date.

Meaning, if you purchase the E-Gift Card on Monday at 2pm, and schedules it to be sent out on Thursday, the gift card will be sent out on Thursday at 2pm.

E.g. I am living in New York and purchased a scheduled E-Gift Card on the 22nd of December at 9:00 AM ET to be sent on the 25th of December. This E-Gift Card is being sent to my Aunt in London.

This E-Gift Card will be sent on the 25th of December at 9:00 AM New York Time, so my Aunt in London will receive it at 2:00 PM, GMT (her time).

Need Help?

Our customer service team would be happy to assist you.

Email:
customerservice@oughton.com

Within the U.S., call
toll-free 855-202-0205

Outside the U.S., call
+1 509-408-5121

Business Hours
Monday to Friday, 7:30 am to 4:00 pm PT

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