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Frequently Asked Questions

Frequently Asked Questions

Please find our frequently asked questions below. If your query is not listed below please contact us.

How can I place an order?
Thank you for deciding to shop with us. You can place an order via our website by adding the relevant products into your basket. Once you have added all the items you wish to purchase to your basket you can complete your order through the checkout page. If you require further assistance or if you would prefer to place your order over the phone, please get in touch. You can find all of our contact details on the contact us page.
How do I change or update my account information/password?
You can change or update any of your account information by logging into your account and clicking "view or amend" in the account details section. If you have forgotton your password you can reset it here
What payment methods do you accept?
We currently accept Mastercard, Visa, Visa Debit, Maestro, American Express, Delta, PayPal, Amazon checkout and cheques as payment methods. Please note if you are paying by cheque, your order will not be shipped until the cheque has cleared. You should make your cheque payable to Old Mill Saddlery Limited and remember to enclose your order number and contact details along with the cheque.
What is your returns policy?
We aim to make shopping with us as convenient as possible. If for any reason an item you have ordered is unsuitable you can notify us that you wish to return the item within 30 days of receipt of the item. You have a further 14 days to return the item to us for a refund or exchange. We offer extended returns over holiday periods. You can find the full details of our returns policy here 
How do I cancel my order?
If you wish to cancel your order please notify us as soon as possible. Orders for items that are personalised can not be cancelled.
When should I expect my order?
We aim to process all of our 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 should receive an email to let you know when your order has been dispatched, and a further email with tracking details if applicable. If you require further assistance with the status of your order please do not hesitate to contact us.
What should I do if I receive faulty goods?
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. Please refer to our returns procedure for information on how to send the goods back to us. 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 including the cost of postage. Many of our products are guaranteed for a certain period from the date of receipt, providing they are used in accordance with the manufacturers 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.
Where can I find the size guide of an item?
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 your 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.
How can I find out more about saddles and saddle fitting?
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 here.
What are your terms and conditions?
You can find our terms and conditions in full here.
What is your privacy policy?
We take your privacy very seriously, you can find the full details here.
What are the terms and conditions for competitions ran by Old Mill Saddlery Limited?
You can find our full competition terms and conditions here.
Do you offer more embroidery options than those listed?
We offer an extensive range of embroidery, engraving and personalisation options. Although we cannot list every option you can browse some of the more popular embroidery and personalisation options here. To enquire about further options please contact us.
How can I contact Old Mill Saddlery?
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.
How do I make a complaint?
We aim to deliver only the very best in customer service. If something wasn't as you'd expected please email us at complaints@saddlery.biz. We aim to resolve any issues as quickly as possible, 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.