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Please find our frequently asked questions below. If your query is not listed below please contact us.
We currently accept Mastercard, Visa, Visa Debit, Maestro, American Express, Delta, PayPal and Amazon checkout. You can also pay directly in to our bank account. For our bank details please give us a call on 02893 353268.
We aim to make shopping with us as convenient as possible.
If you have found that the item you have purchased is unsuitable you can return it to us within 30 days of receiving it.
We offer extended returns over holiday periods. You can find the full details of our returns policy .
If you wish to cancel your order please notify us as soon as possible. Orders for items that are personalised cannot be cancelled.
We aim to process all orders within 2 working days. For items that are not in stock at the time of purchase an estimated lead time will be provided upon check out. You will receive an email to let you know when your order has been dispatched which will include tracking details if applicable. If you require further assistance with the status of your order please do not hesitate to contact us.
If an item that we have delivered to you is faulty we will be happy to provide you with either a repair, replacement or a refund. In order to process faulty goods more efficiently, we would first recommend that you email us photos and details of the fault to onlinesales@saddlery.biz. We may then require you to return the goods to ourselves. If this is the case we will issue you with either a pre-paid Royal Mail Tracked postage label or arrange a courier collection.
Goods returned under complaint will not be accepted unless clean and dry (Health & Safety Act 1972). Upon receipt of the item, the fault will be investigated. We endeavour to resolve the issue within 3 working days from receipt of the faulty goods. On occasion the product may have to be returned to the manufacturer to determine the fault. In this case it may take up to 30 days for a conclusion to be made. If the goods are deemed faulty we will issue a full refund. Many of our products are guaranteed for a certain period from the date of receipt, providing they are used in accordance with the manufacturer’s recommendations. If we feel it is necessary, goods will be returned to the manufacturer for their investigations and comments. Please allow 30 days for an exchange or refund in these instances. This is in addition to your statutory rights.
We have provided some useful sizing information on the website to assist you with your purchase. We hope they are helpful, but if you would like further advice please do call us and speak to a member of staff. You can find the majority of our size guides on the product page of the item, listed under the size guide tab. If the size guide is not listed or you require further advice please do not hesitate to contact us, we would be more than happy to provide further assistance. Important note about size charts: all sizing charts are for guidance only. They are manufacturer supplied and are intended to give a guide to sizes. Although the charts we use are as accurate as possible, with high street sizes varying so dramatically, it is not possible to give 100% accurate charts as there is no accepted size criteria in the UK at the moment to work from.
We are proud of our expertise in saddle fitting. We have a fully Qualified Master Saddle Fitter on site. Find out more information on saddle fitting and repairs .
We'd love to hear from you. You can contact us via email, social media, telephone or post. Find all of our contact details here.
We aim to deliver only the very best in customer service. If something wasn't as you'd expected please email us at complaints@oldmillsaddlery.com. We aim to resolve any issues as quickly as possible. Our Customer Services Department will aim to come back to you within 48 hours. Any discrepancies must be reported to Old Mill Saddlery within 48 hours..
