F.A.Q.s

On our F.A.Q.s page, we will answer all the most commonly asked questions. Please do not hesitate to contact us if you do not see the answer to your question here on this F.A.Q.s page. We will be happy to help you!

How long it will take for your package to arrive, depends on two things: the product(s) you order and the country that you live in.

Custom-made

For custom-made product(s), the production time is 8 to 10 weeks. This is because each product is carefully produced and subjected to rigorous testing and quality control. After this production time, the factory will ship the product(s) to our office, where our experts will check the product(s). After the final checks, we will ship the product(s) to you!

In stock

Signature (or standard) products are mostly available from stock. When you order a signature (or standard) product, our employees will contact you about whether the product is in stock in the ordered size and color. After your order is processed, we will ship your product(s) immediately if your product(s) is in stock. If your product(s) is not in stock, the production time is a little longer, depending on each brand. We will always contact you when the waiting time is longer than expected.

Shipping

When the product(s) is ready (out of production, or simply from stock), we will ship the product(s) to you. We use various carriers for our shipments, to ensure the quickest en most effective shipment for our customers. Shipments in Europe are usually shipped out by PostNL. Shipments to other countries are sent by UPS. Several shipping methods (like a standard or an express shipment) are available at our checkout. The delivery time varies per country and shipping method, but 90% of all of our packages are delivered in around one week. Please keep in mind that we are dependent on the postal service and carrier, so waiting times may differ a little. Should you have any further questions about our delivery, please feel free to contact us.

All of our products come with the standard warranty that the specific brand offers. Would you like to know more about the warranty and guarantees per brand? Have a look at the official website of the brand that you are shopping for! Let us know if you have any further questions or when you need any further assistance.

Yes! Most of the brands that we offer have several customization options. These customization options include customizing the dimensions and details colors of the product(s). You can read more about the customization options in our blogs. Would you like to design your product? Let us know, and we are glad to help you design your new product(s)!

Return process

We stand for the quality of everything we sell, and we hope that you are happy with your purchase. But, if for any reason you would want to return the product you purchased from OurSaddlery.com, you can return the product(s) to us as follows:

Return contact

 

Firstly, you should contact us and tell us the reason you want to return your product.
You may do so by e-mail, WhatsApp, or Facebook Messenger. This way, we will know that your package is coming our way, and we can keep an eye out for it.

Return form

Please complete the return form that we will send you by email, and place it in the package.
Unfortunately, we can’t take proper care of your return, if you don’t fill out the return form and include it in the package.

 

Return package

Please let us know the Track and Trace code of your package.
This way, we can track your package, and we can process your return more quickly.

 

Return carrier

Once your package reaches our office, we will process the return.
Should you like your money back, please write down your bank details on the return form as well. We will transfer your money back to you within 14 days after receiving your return. If you would like to exchange a product for a different size or color, we will inform you about the exchange.

 

Shipping costs back to us are always for yourself unless the issue is clearly a production or service error, and we have discussed the return with you and let you know that we will cover the return costs.

 

Return Policy – Custom made products

All of our custom products are produced per customer order. Production time is around 8 – 10 weeks.
Since custom products are produced for a specific customer, they are harder for us to take back. However, we will always ensure that you end up with a good product.

Before you send anything back to us, you should always contact us to let us know about the issue that you are experiencing.

Yes, it is! Read here more about our saddle trial policy.

Payment method                      Extra payment costs

iDEAL (SEPA transfer)                                                 Free

Credit card (Mastercard / Visa)                              Free

PayPal                                                                             Free

Maestro                                                                          Free