FAQ & Store Policies
'Where is my order?'
All customers are sent an Australia Post tracking number at the time their items are packed and their order ready to post. If it's been a few days since you've placed your order and haven't received a tracking number please check your spam folder as we find that most of the time if you've not seen the email, it's due to the spam filter.
Please note that once we post your items, the tracking number provided is the best way to trace the location of your order. This can easily be done by clicking on the tracking number in the email we send you.
COVID-19 has caused significant delays to Australia Post's system due to the surge in online shopping since lockdown. We ask for your patience at this time and understanding that whilst we process orders generally within 2 business days, the Australian Postal system is out of our control and delays are common at this time.
'How is much postage?'
There is nothing worse than getting excited adding items to your cart, only to get a nasty surprise at the end when you see the shipping charges! We have decided to take the 'scary' out of shipping and charge one flat rate Australia wide to simplify the ordering process.
'I am local to you. Can i pick my order up?'
You sure can! In order to pick your order up and avoid postage charges, just pop the code LOCALPICKUP in at the discount box at the checkout, please pop a comment in the notes box on the checkout page just confirming you'd like to collect your order. We will email you when your order has been prepared and is ready to collect. We place the orders in a safe, covered space by our front door so you can then pick your order up when ever it suits you.
'Do you have measurements?'
Yes we do, we have a sizing guide here.
'How can i wash my boots and saddle pad?'
Each product has the care instructions listed on the product page. However, we suggest COLD gentle machine wash for your saddle pads, then stretch them back into shape and lay them flat in the shade.
Sheepskin boots should be hand washed with wool wash.
Our non sheepskin boots ideally should be hand washed, however, if you choose to machine was then they must be done so with COLD water, on a gently cycle and ideally in a wash bag. We strongly advise not to machine was any boots that have red/orange/pink elastic, as per human clothes, bright colours may run slightly depending on the washing machine cycle, water temperature and detergent type, therefore we suggest hand washing bright colours is always best.
'Do you have sponsored riders'
Yes we absolutely do! We welcome people to contact us, we receive approximately 10 sponsorship requests a week but please note we chose our sponsored riders annually. Sponsors are considered based on a large range of factors including but not limited to their success within their chosen discipline, following on social media, reputation in regards to sportsmanship and horsemanship and of course their use of our products.
'Do you sponsor events?'
Yes we do, we love supporting events and have done so across the country. We support small local pony club days, large Horse of the Year shows and everything in between! Please send us an email if you'd like us to consider sponsoring your event. Please provide us with information such as date, location, estimated number of competitors and details of how your sponsors will be promoted.
'Can i get a bulk discount?'
We are priced very competitively. However, if you are a big stud/show team, Pony Club or Adult Riding Club and want to discuss bulk orders in your colours we will certainly assist! Drop us an email with the products you'd like and estimated number of items.
'Can i exchange a product if i pick the wrong size?'
We always recommend you confirm what size you need by checking out our sizing chart, however if you happen to pick the wrong size your more than welcome to exchange your product! The product must be unused and in the same condition as you received it.
In order to exchange a product, please do the following;
- Return the unused item(s) to us (please contact us for the address)
- Include a return addressed prepaid satchel
- Include a note for what product you would like to exchange for the item you have returned.
'What happens if there is a fault with a product?'
We pride ourselves on quality products, however should there be a fault with a product, we are obviously more than happy to rectify the situation by sending a replacement free of charge to you.
Please note this does not apply to products that are on sale because they are seconds/on sale due to factory faults that are listed as the reason the product is on sale.
'In what situation do i not get to return a product?'
- If you just change your mind and no longer want the product
- If you ordered the wrong product
- If you found the product cheaper elsewhere
- If you found a better product elsewhere
- If you were aware of the relevant fault before buying the product - for example, sale items where the fault was written in the description
- damaged the product by misusing it or not following the correct care instructions described on our website
- used the product for a long time and the problem is as a result of usual wear and tear.