Frequently asked questions

Answers to common queries and conundrums

Shipping

  • Can I track my order?

    Yes, you will be provided with a tracking number once your parcel has been dispatched.
    This will be supplied by Royal Mail, and you can track your parcel here.

  • How long does shipping take?

    Within the UK, express parcels will typically arrive the next working day. Standard parcels will typically arrive within 2 business days. This can depend on the time of day that you place your order and if you have missed that day's shipment.
    For international orders, these are sent standard to reduce shipping costs, and will vary depending on your location. There may also be additional time for your parcel to clear your country's customs.

  • Do you ship outside of the UK?

    International shipping is currently available to Australia, Canada and Aotearoa/New Zealand.
    All sales to the USA are paused until American import tax (tariffs) are lifted. We thank all our American customers for their support and hope to be able to ship to you again soon.
    Sales to EU member states has unfortunately ceased due to the introduction of GPSR legislation that makes it too costly for small businesses to export to these countries.
    If your country isn't listed and you would like to order, please get in touch.

  • Are there any extra charges for international parcels?

    Because of international import taxes and customs duties, customers not in the UK may need to pay duties on their orders. In some cases there will be nothing to pay.
    As there is currently no way to automate this at checkout due to rules being different for each country and depending on the value and contents of your package, it is easiest and most cost-effective for you to pay this direct. You will be contacted by your country's mail carrier before delivery to pay these government fees.
    Please remember this cost when you are considering the final value of your order. If you would like to have an estimate of the amount, please get in touch, but note that there is no guarantee this will be 100% accurate.

Custom orders

  • How long do custom orders take?

    Custom tack usually takes 2–3 weeks from ordering to be posted out to you, though this can be sooner (especially for smaller items).
    If you need your item/s for a specific date or event, please let us know and we will confirm whether that is possible.

  • I want to order an item/size/colour/design that isn't listed. Can you help?

    Probably! We've helped source, design and create many different kinds of tack and equipment, including for pets.
    Please get in touch to discuss any custom requests.

  • Can I return a custom order?

    You can only return a custom order if it is faulty, as it has been made especially for you.
    If you're worried about sizing, please get in touch to discuss this before ordering.

  • Can you make adjustments/repairs?

    Yes, we can offer adjustments, replacements, upgrades and repairs to BioThane tack.
    Please get in touch to discuss the work you'd like done and to receive a quote.

Advice and help

  • I'm not sure which bridle to choose...

    We can advise on bridle choice and suitability before you buy. Please get in touch to discuss your horse and their requirements.
    You can also have a look at our free Knowledge Hub, which has articles on all sorts of bitless topics, including the difference between bridle types.

  • I have questions about bitless riding – can you help?

    For general enquiries and common FAQs, please browse the free Knowledge Hub.
    We cannot provide advice on bitless riding and training techniques as this should always be done in-person or via video call by a 1-to-1 qualified instructor.

  • Will I be able to buy your book through the shop?

    Our founder and bitless expert is currently writing a book on all aspects of bitless horsemanship.
    This will be available for digital download and physical purchase through the shop.

  • Do you take requests for help guides?

    Yes! If you have a request for a post on the free Knowledge Hub, send it in to us.
    We cover a huge range of topics on bitless bridles and ethical horsemanship, as well as interviews and discussions.

Pre-owned Market

  • What are the benefits of Inca Pre-owned vs new?

    Buying secondhand items has multiple benefits, but first it's important to note that Inca Pre-owned is not like browsing eBay.
    Every item in the section is assessed, curated and checked to ensure that it is of high quality, meets good ethical tack guidelines, and has plenty of life left. Many items have brand new parts or components, whether as replacements or upgrades.

  • Are Pre-owned items better for the environment?

    Yes. Simply because re-homing and re-using tack (or any other equipment), means that fewer new items have to be produced and fewer existing items are discarded as waste.

  • Have Pre-owned items been cleaned?

    All Pre-owned items are thoroughly cleaned prior to sale. Any necessary replacements, repairs and upgrades are also done before sale.
    Please bear in mind that as the items are not brand new, there may be signs of use. Check the item details for anything of note and you are always welcome to get in touch to ask further questions about each item or for more photos.

  • Can I return a pre-owned item?

    Please read the terms and conditions for pre-owned items before purchasing.
    Sections 6 and 7 cover details of your rights regarding returns.

Have a question that's not listed?

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