Customer Service

 

 

POSTAGE & PACKAGING

We've tried to keep our postage costs as low as possible and so prices are based on how big the item is that you ordered. As we are located rurally, we use prepaid parcel bags so that we can get your order via our RD driver each day. All our parcels have tracking stickers. If you require a courier we can do that for an extra charge, but timing will depend on when we can get to our courier depot.

We aim to have all orders out the next day. We process our orders in the morning, so if you order early in the morning (and your payment clears) we can get things out the same day.

PAYMENT OPTIONS

You can pay through our site using your credit card or direct bank deposit. We'll ship your order once the funds have cleared.

Credit card payments are done via PayPal. If you have a PayPal account, the site gives you the option to use that. You don't have to have a PayPal account in order to use your credit card.

STOCK

Our site is stock controlled which means if it's not in stock, our system will tell you and you won't be able to add it to your order. So we prefer that you order online to ensure the correct amount of stock for each item is always available when you order. Since we're not robots and can make the occasional error, If an item isn't in stock due to an stock taking mistake we will notify you within 24hrs to let you know when it will be in stock or arrange a refund.

RETURNS

Our business is about quality saddlery, so if you do find a faulty product we want to be the first to hear about it and replace it for you.

We try and list measurements on our products so you can make the best decision on size, but we're happy to replace your order if you do find you need a different size. Usual returns rules apply: we must be notified by email of your intended exchange & items must be returned within TEN days. We cannot guarantee the correct size/colour will be available as our stock turns over quickly, but we are happy to discuss options in the unlikely event your preferred size is not available.

Returned items MUST be in pristine resaleable condition. There will be NO exceptions to this.  If you send us back something that has scratch marks all over it, or has clearly been used, you won't be getting a replacement or your money back.

Customers are responsible for return postage costs, unless the items is faulty. Always put a tracking sticker on your returns, we cannot refund or exchange items that don't turn up.

Include a self addressed pre-paid parcel post bag if you're wanting to exchange an item. We'll put a tracking sticker on the return parcel.