Customer Service

Shipping & Returns

1. Postage, handling, freight and delivery

1.1 Delivery is by Australia Post or Star Track (Delivery Agents).

1.2 Postage and handling (Delivery Fee) is charged at a rate of $15 within Australia. Freight for outside of Australia will be calculated based on weight and speed of delivery, as per agreed by both Ascot Saddlery and you the client.

1.4 You acknowledge and agree that notwithstanding anything else in this clause:-

(a) Whilst all attempts are made to have your goods to you as soon as possible, Ascot Saddlery cannot guarantee that delivery will occur within a specified time.

(b) Ascot Saddlery will endeavour to dispatch orders within 1-2 business days (excluding public holidays) after payment has been accepted and cleared, subject to stock availability;

(c) Ascot Saddlery will accept orders from within Australia and also outside Australia.

(d) Delivery timeframes may change from time to time due to unforeseen circumstances and Ascot Saddlery will not be liable or responsible for in the event of any delay; and

(e) Ascot Saddlery is not liable with respect to any loss, damage, costs, expense or injury you or any third party suffers as result of any change in delivery times or delay in delivery.

1.5 An appropriate person must be present to accept the delivery of your order, in which you may appoint a representative to do so in your place, in which any such representative must be over 16 years of age and capable of receiving delivery on your behalf, and you agree that Ascot Saddlery will be entitled to rely on the representatives instructions as if they were your own.

1.6 On delivery, the Delivery Agent may require you or your nominated representative to provide them with proof of identity, together with photo identification or proof of age. In the event that this clause is not complied with or no one is available to accept delivery then the Delivery Agent reserves the right to refuse to complete delivery, in which the Delivery Agent may elect to leave a calling card for collection from a local Australia Post office. Where redelivery is required for any reason whatsoever then you may be required to pay an associated fee for redelivery.

1.7 Insurance and express delivery is not available in respect of your order unless specifically requested

2. Return for refund of exchange

2.1 If you need to return goods to us, please contact us by phone or email to obtain a returns authorisation within fourteen (14) days of receipt of your product.

2.2 The contact details are as follows:-

Ascot Saddlery
540 Racecourse Road, Flemington Vic, Australia 3031
Phone: (03) 9376 5444

2.3 Any products purchased cannot be returned, exchanged or replaced simply because you have changed your mind.

2.4 Our returns policy conforms with the regulations of the office of Consumer Affairs Victoria. For further information see their website at

2.5 Goods damaged in transit or due to faulty manufacture, subject to clause 13.6 should be returned for our inspection.

2.6 Replacement goods cannot be sent until we have received the returned goods.

2.7 We will refund any postage costs incurred in returning faulty goods.

2.8 Subject to clause 13.6 we will gladly refund your purchase if the goods supplied are faulty and we are unable to repair or find a replacement.

2.9 Any refund we provide will be made using the same payment method as used to purchase the goods.

3. Exchange of products

3.1 Ascot Saddlery will only accept goods for exchange when the goods are returned in unused condition with all tags and labels attached.

3.2 All exchanges will be charged at the usual postage rate when returned to you.

3.3 We do not accept any responsibility for goods lost in return transit.