Frequently asked questions

Answers to common queries and conundrums.

Equipment

  • How long do custom orders take?

    BioThane items usually take 2–3 weeks from ordering to be posted out to you, though this can be sooner (especially for smaller items).

    The other custom items offered through Inca Equestrian are hand made by individual craftspeople in the UK. To best facilitate their time and reduce materials costs, these orders are sent out in monthly batches.

    • Leather item orders are sent out on the 15th of the month.
    • Rope and paracord item orders are sent out on the 30th of the month.

    Creating your order usually takes around 2 weeks, and you will be notified once your order has been dispatched to you.

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

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

  • Do you make dog or cat collars?

    Yes! Most BioThane requests can be accommodated. Please get in touch with details of what you want, including size, colour, hardware and style.

  • 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.

Shipping

  • Will my order be trackable?

    For larger parcels you will be emailed a tracking number to the address you enter at checkout. Small parcels are sent without tracking to reduce the costs you pay on these items. All UK parcels are sent via Royal Mail.

  • 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 US and EU orders, these are sent standard to reduce shipping costs, and will typically take 2 weeks. This can vary subject to the courier.

  • Do you ship outside of the UK?

    Currently I only sell within the UK, EU and the United States. I will be opening up more international sales soon, once I have tax and export compliance sorted for each country.

    If your country isn't currently on the list and you would like to order, please get in touch and your country can be moved to the top of the to-do list.

  • I'm an EU customer, do I have to pay extra?

    Because of post-Brexit import taxes, all EU customers will need to pay duties on their orders. As there is 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 for you to pay this direct. You will be contacted by your country's mail carrier before delivery to pay this tax.

    Please remember this fee when you are considering the cost of your order. If you would like to have an estimate of the cost, please get in touch, but note that there is no guarantee this will be 100% accurate.

Advice and help

  • I have questions about bitless bridles, riding or training. Can you help?

    In the future, I will be offering a 1-on-1 remote bridle consultancy service. Please bear with me while this is set up. In the meantime, I have information available for free on the Knowledge Hub. If you would like to suggest a topic or question for me to answer, please let me know.

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

    My book on ethical bitless equipment and riding will be out sometime in 2025. It will be available for both digital download and physical purchase through the shop.

Inca Pre-owned

  • 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.

  • How are Pre-owned items priced?

    Because of the reduced costs of secondhand tack, these savings are able to be passed on to you, meaning you pay less than you would for the equivalent item new. All Pre-owned items are sold at a percentage of their RRP, with that discount being determined by the condition and lifespan of the item, among other things.
    Typically items such as hackamore shanks are sold near their RRP, as these are solid metal pieces and so are often near-identical to the equivalent item new, while items such as leather bridles carry a larger discount.

  • 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?

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