Equilibrium Hot Spot Massage Mitt

To visit the returns portal click here

If you order on a weekend or a Bank Holiday, your order will be dispatched on the next working day. UK Orders placed after 2pm on a Friday will be despatched the following Monday.

Orders cannot be cancelled after payment and must be returned after despatch using the standard returns process. Once an order has been placed, no amends can be made to the order.

During peak or busy periods and for orders despatched for our partner brands, please anticipate deliveries may take a little longer then the estimates below

All personalised orders are subject to a £4.95 delivery charge, will be shipped separately and delivered to you within 14-21 working days.
Personalisation orders are not available for delivery outside of the UK mainland or our One Club Premium / Next Working Day Service.
Personalisation orders are non-returnable.
Our recommended cut-off for pre-Christmas delivery on Personalisation orders is 3rd December.

We showcase many partner brands on our website, most are not available for delivery outside of mainland Britain (excludes Northern Ireland, Scottish Highlands & Channel Islands) or are eligible for our One Club Premium / Next Working Day Service. If you would like to check on a particular product, please contact our Customer Service team.

Our own brands are Harry Hall, Masta, Protechmasta, Caldene, Mastacare & Woofmasta. All other brands are classified as partner brands.

Please note as of the 1st January 2021 all consumer parcels shipping out of the UK may be subject to additional VAT, Customs and Duty charges. Deliveries to a registered business address may be subject to additional duties and taxes.

All delivery times are estimated based on standard orders for Harry Hall branded products and we can not guarantee they will be universal for all orders.

For all delivery times and costs please refer to the table of estimates below:

Please contact us here for delivery quotes for any country not listed above. If you have any issues getting a quote automatically at checkout, please contact our customer service team to help retrieve a shipping quote for you order.

*Excludes: partner brands, personalised items and addresses outside of mainland Britain. Partner brands are those not in the Harry Hall, Masta, Mastacare, Protechmasta, Cottage Craft, Woofmasta and Caldene ranges.

Unless otherwise stated, standard GB or UK delivery charges refer to mainland England, Scotland and Wales only (excludes Northern Ireland, Scottish Highlands and Islands, Channel Islands or other surcharged postcodes).

We intend to get every parcel to you with care, so on the rare occasion that this has not happened please take an image of the parcel and/or item and follow the returns process in our Returns Portal within 30 days of purchase.

Please note we do not arrange product exchanges and recommend that customers place a new order for any products or different sizes online after following the returns process below.
Orders cannot be cancelled after payment and must be returned after despatch using the standard returns process.
Once an order has been placed, no amends can be made to the order.

We offer a 30 day returns promise. This means from receipt of your parcel; you have 30 days to return your products to us for a refund. During peak times our returns process can take up to 14 working days.

Use our Returns Portal to make your return. Please see ‘How to return items to us’ below before starting this process.

How to return unwanted items
It is important that any unwanted items, unless faulty, are returned in a clean resalable condition. Please ensure original tags are attached to your returned items and take care when trying items that could be easily spoiled. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged. Postage fees will not be refunded under the consumer rights act 2015.

Returns from customers not a member of the One Club requires the postage to be paid for - this will be deducted from the refund.

If you are wanting to return items from multiple orders, each order must be booked separately following the full returns procedure. Multiple orders must not be consolidated into a single return.

For guest checkouts and non-members:
1. Repackage your item using the bag it was delivered in where possible. Do not stick anything on shoe boxes/original bags as this will void your item.
2. Enter your order number and email address at our Returns Portal.
3. Select the items to be returned, submit the reasons for return and use our returns label (this will incur a £4.00 charge deducted from your refund).
4. Follow the instructions in your return email confirmation to post your return.

For One Club members (free returns for Gold, Platinum and Bronze members):
1. Enter your order number and email address at our Returns Portal.
2. Select the product to be returned and the return reason and submit the request.
3. Your label containing a QR code will sent to you by email. You can either print the label and attach to the parcel yourself, or download and take the digital version of your label to the post office on your mobile device where they will scan the QR code and print for you.
4. Repackage your item using the bag it was delivered in where possible. Do not stick anything on shoe boxes/original bags as this will void your item.
5. Take your package to your nearest Post Office. Remember to ask for a proof of return receipt.

Returning a horse rug:
All products to be eligible for a refund must be returned in their original condition and free from dirt or hair. Please take extra care when trying items on for size by making sure the horse is as clean as possible. when trying a horse rug on for size we suggest using a thin sheet on your horse to prevent hair and smells sticking to the product. We are unable to accept returns that are dirty with mud, dust or hair due to hygiene reasons.

Returning a dog coat:
All dog coats to be eligible for a refund must be returned in their original condition; free from dog hair, not been washed or brushed. Please take extra care when trying the coat by making sure the dog is clean and using a towel or cloth to prevent hair and smells sticking to the coat. We are unable to accept returns that are dirty with mud, dust or hair due to hygiene reasons.

How to make a return from outside the UK
Please use our Returns Portal. You will need to cover the cost of your return's postage. We recommend you obtain proof of postage.

Once we receive your returned items, you should be refunded within 10 working days, please be aware this process can take up to 14 days during our peak periods. We will send you an email to confirm when the refund has been processed. One Club Members will not be charged for the cost of return delivery. Please note that non-members and guest checkouts will have the cost of the return postage deducted from their refund.

Please note if you had received a free gift/product upon ordering during one of our promotional offers and would like to return you order, then you would also need to return the free gift/product back to us with the rest of your order. Should you return your order but keep the free gift/product, then the value price of the free gift/product will be deducted from the refund of the order. Click here to view our Promotions & Discount code T&C’s.

Please accept our apologies if your item is faulty. You can request a refund for your faulty item using our online Returns Portal and selecting 'Faulty' as the reason for return. Please also upload the following images detailing the fault during this process.

- Image of the whole product
- The inside label showing the batch number or PO number
- The faulty area

Once uploaded to the Returns Portal our team will carefully review the information and images you have supplied, within 48 hours and inform you of any next steps. If you haven’t had any update from us within 14 working days and you still need further assistance, please contact our customer service team by submitting an enquiry here

- For a full refund, please ensure all items from the bundle deal or free gift promotion are returned. If discounted items are returned meaning that the original promotion conditions are no longer met, the cost of the discount or free gift will be charged to the order.
- Partial bundle returns will be refunded pro rata.
- Free gifts must be returned with their parent product, in order to receive a full refund, otherwise the parent product will be refunded minus the free gift value.
- Free gifts are not refundable on their own.
- If discount codes were used on the original order the cost of the discount will be charged to the order.
- Discount codes used are one time only use codes and can not be used in conjunction with other offers.
- Click here Click here to view our Promotions & Discount code T&C’s.

Order queries
Once an order has been made you will receive email updates to inform you of the progress of your order. Should you still need further assistance please contact our customer service team. Submit an enquiry here

Returns queries
Once a return has been submitted through the Returns Portal you will receive email updates to inform you of the progress of your return. If you haven’t had any update from us within 14 working days and you still need further assistance, please contact our customer service team. Submit an enquiry here

Marketplaces
Amazon - Enter your Amazon order number into our Returns Portal and follow the instructions to initiate your return.

Ebay/Decathlon - Please go to the relevant marketplace and follow their return procedure.