FAQs
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to change or cancel an order, please contact us as soon as possible. We process orders quickly, so we cannot guarantee changes once an order has been packed or dispatched. Give our team a call on (03) 9376 5444 and we'll do our best to help.
How can I track my order?
How can I track my order?
Once your order has been dispatched, tracking information will be provided where tracking is available through the delivery service being used. If you're having trouble locating your order or believe it has been delayed, contact our team and we'll help you check its progress.
What if there is a problem with my order?
What if there is a problem with my order?
Please contact us if your order arrives damaged, contains the wrong item or something simply doesn't look right. Tell us what has happened and have your order details handy. Photos can also be helpful where an item has arrived damaged. Our team will review the issue and work with you on the appropriate next step.
I didn't receive everything in my order. What should I do?
I didn't receive everything in my order. What should I do?
Some orders may occasionally arrive in more than one parcel. Check your dispatch information first to see whether your order has been split. If something still appears to be missing, contact our team with your order number and we'll look into it for you.
Can I order something that is not available online?
Can I order something that is not available online?
Possibly. Ascot Saddlery carries an extensive range and not every product or variation may always be available for online purchase. If you're looking for something specific, contact our team and we can check what is available or discuss suitable alternatives.
Returns & Exchanges
What is your returns policy?
What is your returns policy?
Ascot Saddlery does not generally provide refunds for change of mind. We may accept eligible exchanges for unused products in their original condition with all tags and labels attached. Please contact us within 14 days of receiving your order if you would like to request an exchange. If an item is faulty, damaged or does not meet a consumer guarantee, your rights under Australian Consumer Law continue to apply. See our full Returns, Refunds & Exchanges Policy for details.
How do I initiate a return?
How do I initiate a return?
Please contact Ascot Saddlery before sending anything back. Have your order number and details of the product ready so our team can confirm the appropriate return or exchange process. Call us on (03) 9376 5444 and we'll guide you through the next steps.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, eligible unused products may be exchanged provided they are returned in their original condition with all tags and labels attached. Contact us within 14 days of receiving your order so we can confirm whether the product is eligible and help arrange the exchange. Standard postage may apply when the replacement item is sent to you.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
We aim to assess returns and exchanges as quickly as possible once they have been received. Processing time can vary depending on the product and the reason for the return. If we need any additional information from you, our team will get in touch.
What if my product is faulty?
What if my product is faulty?
Contact us and let us know what has happened. Depending on the nature of the issue and your rights under Australian Consumer Law, the appropriate solution may include a repair, replacement or refund. The 14-day exchange period does not limit your rights relating to faulty products.
Shipping & Delivery
How much does shipping cost?
How much does shipping cost?
Standard shipping within Australia is $15, excluding bulky or heavy items. Orders over $150 qualify for free standard delivery, excluding bulky or heavy products. Where additional freight is required because of the size or weight of an item, we will contact you before dispatch to discuss the cost.
How long does shipping take?
How long does shipping take?
We aim to dispatch available products within 1 to 2 business days after payment has cleared. Once your order is on its way with one of our courier partners, Australia Post, StarTrack or Aramex, delivery usually takes:
| Delivery area | Estimated delivery time |
|---|---|
| Melbourne metro | 1 to 3 business days |
| Sydney, Adelaide and Canberra | 2 to 4 business days |
| Brisbane | 2 to 5 business days |
| Hobart and Tasmania | 2 to 5 business days |
| Perth | 4 to 8 business days |
| Darwin and the Northern Territory | 4 to 6 business days |
| Regional Victoria | 1 to 4 business days |
| Regional and rural areas in other states | 3 to 8 business days |
These timeframes are estimates based on the delivery times our couriers publish, counted in business days from dispatch. Deliveries to remote areas can take a little longer, and delays can occasionally occur due to weather, peak periods and other circumstances outside our control.
Which delivery services do you use?
Which delivery services do you use?
Depending on your order and destination, we use Australia Post, StarTrack or Aramex. The most appropriate service may vary according to the size of your order, delivery location and freight requirements.
Do you offer express shipping?
Do you offer express shipping?
Express delivery may be available by request but is not included as standard. If you need an order urgently, contact us before ordering and our team can discuss the available options.
What happens if my order contains a bulky or heavy item?
What happens if my order contains a bulky or heavy item?
Bulky and heavy products are excluded from our standard and free-shipping rates. If additional freight charges apply, we will contact you before shipping the order to discuss the cost and available delivery options.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Contact us as soon as possible if you notice an incorrect delivery address. If your order has not yet been dispatched, we will do our best to update it. Once the parcel has been handed to the delivery provider, we may not be able to change the address.
Do you ship internationally?
Do you ship internationally?
Ascot Saddlery can accept international orders. International shipping costs depend on the destination, parcel weight and delivery service required. Contact our team and we can discuss the available options before dispatch.
Saddle Fitting
How does Ascot Saddlery's saddle fitting service work?
How does Ascot Saddlery's saddle fitting service work?
A successful saddle fitting is a two-part process. While it is vital that the saddle fits the horse correctly, it must also suit the rider. The right saddle creates a synergy between horse and rider, allowing both to move comfortably and perform at their best.
We begin with a static fitting in store, where the rider can sit in and compare a range of saddles. This allows them to assess differences in seat shape, size, balance, flap position and support, and to identify what they like or dislike. They can move easily from one saddle to another, and back again, to make meaningful comparisons.
Completing this stage in store also avoids repeatedly placing different saddles on the horse, which can become frustrating or unsettling for some horses. It gives the rider time to consider each option without feeling rushed.
Ideally, the customer then selects up to three preferred saddles that we have also identified as being the most likely to suit their horse. A saddle fitter visits the customer and assesses each shortlisted saddle on the horse. The customer then rides in the suitable options so the fitter can evaluate the horse and rider together, and can make any adjustments needed to achieve the best possible fit and balance before the customer selects the most appropriate saddle.
This approach helps us find a saddle that does not simply fit the horse in isolation, but creates the best possible partnership between horse and rider.
Do I need to bring my horse to the store?
Do I need to bring my horse to the store?
No. The first stage is generally completed in store with the rider. Suitable saddles can then be shortlisted for assessment with your horse during the fitting stage, so you can compare different saddles comfortably without repeatedly putting numerous options on your horse.
Where do your saddle fitters travel?
Where do your saddle fitters travel?
Our saddle fitters cover most areas of Victoria in person. We can also assist customers throughout Australia using a series of photographs and videos, though we will always advise if we believe your horse requires an in-person fitting or more precise fine-tuning.
How much does saddle fitting cost?
How much does saddle fitting cost?
The fee varies according to the distance travelled and the type of appointment required, whether that's a fitting for one particular saddle or a broader fitting in which several saddles are assessed and trialled. Contact our team and we can discuss your horse, location and the type of appointment before confirming the cost.
How do I book a saddle fitting?
How do I book a saddle fitting?
Customers can book a saddle fitting by calling Ascot Saddlery on (03) 9376 5444. Our team will discuss the horse, rider, location and type of fitting required before arranging the most appropriate appointment.
Product Advice & Shopping
I'm new to horses. Can you help me work out what I need?
I'm new to horses. Can you help me work out what I need?
Absolutely. You don't need to know exactly what you're looking for before speaking with us. Whether you're new to riding, buying for your first horse or simply unfamiliar with a particular product, questions are always welcome. Our team can explain the options and help you make a decision based on what is suitable for you and your horse.
Can you help me choose between different products?
Can you help me choose between different products?
Yes. With a large range, choosing between sizes, styles and brands can sometimes be difficult. Our team has extensive practical product knowledge and can help you compare the options rather than simply pointing you towards the most popular brand.
Can I visit the store for advice before buying?
Can I visit the store for advice before buying?
Yes, and for some purchases we actively encourage it. Visiting the store gives you the opportunity to compare products, ask questions and get practical advice from our team before making your decision.
Can't find what you're looking for?
Ask us. That's what we're here for. Whether you're trying to find the right product, need help with an existing order or simply aren't sure where to start, our experienced team is happy to help. Call (03) 9376 5444 or use the contact form on our Contact page.
No question is too basic. Everyone is welcome, regardless of experience.
