Charles Owen EQx Phoenix Jockey Skull with MIPS

UK / Dometic Post

We use DPD on a 48 hour weekday delivery time for mainland UK addresses. For some locations such as the Islands, we use Royal Mail.

If we receive your order by 1pm (Monday-Friday) we will dispatch the item that day. Exceptions - our couriers follow the English & Scottish Bank holiday dates, so deliveries and collections cannot be made over those dates. 

If you place an order with us online, tracking details will be sent to you automatically. Please check your spam folder. 

Standard Delivery can take up to 9 working days and we ask that you kindly allow for this timeframe before contacting our Client Relations Team to chase your order.

We will always do our very best to get each product out to you as quickly as possible, therefore, if you have an enquiry regarding our delivery services or the delivery of your order, please contact us on info@countryways.com

International Post

We use Royal Mail International Tracked & Signed to a selected list of countries. You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

Please note that the items listed below cannot be returned, exchanged or refunded:

• ALL Riding Helmets - as these are safety items.
• Special order items - including all Samshield helmets & Kingsley Footwear
• Embroidered Goods
• Made to Measure Items
• Items made to order in personalised colours
• Underwear
• Specialist Bits and Specialist Leatherwork

For items bought in-store* and returned in-store

We offer refunds in-store for items returned within 14 days from the date of purchase, provided you have proof of purchase (till receipt AND/OR card receipt if paid by card). The items must also be in perfect condition, have not been used/worn and have all of the original tags attached and packaging included.

How and when we refund you

A refund can only be issued in the same format as the original purchase.

CARD - If the item was paid for by card, we’ll refund the same card originally used to pay for the item. If the refund cannot be made to the original card, then a credit note or exchange will be offered.

CASH – If the item was paid for by cash, the maximum we can offer as a cash refund at the time is £50, anything over that and the remainder can be offered as a credit note, or the remaining cash at an agreed time to suit.

GIFT RECEIPTS – Customers returning items with a gift receipt will be offered a credit note or goods to the same value. We do not offer cash refunds for items returned with a gift receipt.

GIFT VOUCHERS – Customers returning items which were purchased with a gift voucher will be offered a credit note or goods to the value. Refunds are not offered on items bought with a gift voucher.

For items bought online or over the phone**

Items must be sent back to us unused, in their original packaging and with all labels attached within 28 days of receipt. Please use a signed for service via a reputable courier, such as Royal Mail for smaller items and courier for larger item with adequate insurance to cover the value of the item. We cannot be held accountable, and therefore cannot offer a refund/exchange, if we do not receive the item.

To facilitate a speedy refund, please complete our RETURNS FORM, which should be included with your parcel. You are liable for all postage costs and these will not be refunded as part of the return. Refunds may take up to 7 days to be processed.

Extended Christmas Returns

Country Ways' extended returns policy for Christmas allows customers to return items purchased in-store or online from November 10th 2025 onwards until January 5th 2026, inclusive.

Returning faulty goods

The Consumer Rights Act gives you the right to ask for a refund, repair or replacement if something you buy develops a fault. This right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement. The retailer has one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described. You can choose whether you want the goods to be repaired or replaced, but the retailer can refuse if they can show that your choice is disproportionately expensive compared with the alternative. If the attempt at a repair or replacement is unsuccessful, you can then claim a refund, or a price reduction if you wish to keep the product.

* The Consumers Rights Act 2015 (applicable to items bought in-store) You can only return store-bought non-faulty goods for an exchange or refund if the retailer has a returns policy. Shops are not required by law to have a returns policy.

**The Consumer Contracts Regulations 2013 (applicable to distance selling)

The Consumer Contracts Regulations entitles you to key cancellation rights when you enter into contracts at a distance over the phone, online, from a catalogue. Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods. You then have a further 14 days to actually send the goods back. You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

Refunding the cost of delivery. The retailer has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service e.g. guaranteed next day, it only has to refund the basic cost. You must cover the cost for returning unwanted goods, unless the retailer says it will cover these costs.