SHIPPING

We want the ordering process to be easy and satisfactory for you and each of our customer's needs is important to us.

All our products are handcrafted here in the workshop in small quantities, therefore sometimes there may be a waiting time on our popular products. We promise to keep you updated if an item is temporarily unavailable or there is a delay in the production of an order, and will seek to notify you of an expected completion date.

We seek to maintain the highest quality standard in our workmanship and business practice. If for any reason you have a problem with a product or service provided by us, we want to hear from you.

Please inform us as soon as possible by emailing info@saddlerandco.com.au so that we may seek to resolve the issue to your satisfaction.

A return item must fall under the following categories:

An item is damaged or defect in its function or workmanship, the item does not match the description/purpose for which it was sold, or there is another reasonable problem that is within your rights according to Australian Consumer Law.

You may return a Saddler & Co product within 14 days of purchase, but after this time period has expired, we will not be able to offer you a refund or exchange.

The product must be returned in the same condition that you received it. In order to complete your return, we will also need a receipt or proof of purchase. You will be responsible for paying for your own shipping costs for returning your item, and we will not be responsible for damage or loss to the item during shipping, so please ensure you retain a tracking number when you post it.  

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Any orders that incorporate changes to our regular designs, colours, or contain personalised stamping, are considered custom work.

All such items require a non-refundable deposit to begin, that will be based on the value and type of work agreed upon.