FAQs

THE SADDLE BANK

GENERAL FAQS

WHAT ARE YOUR OPENING HOURS?

The Saddle Bank is an online saddle retailer. Our phone lines are open between 9:00am – 6:00pm Monday to Friday (GMT).  We endeavour to respond to your queries as quickly as possible.
If you are wanting to arrange collection or drop off of a saddle please note our office is only open from 09:00am – 3:00 pm Monday to Friday (GMT).

WHERE ARE YOU BASED?

The Saddle Bank is an online saddle retailer based in Peterborough, Cambridgeshire but we offer shipping worldwide.

CAN I COME AND VIEW YOUR SADDLES?

As an online retailer, The Saddle Bank do not currently have a showroom where you can come and view our saddles. However, we include lots of photos on our website of each saddle. If you would like more photo’s please email us at info@thesaddlebank.com and our team will be happy to help.

I LIVE LOCALLY, CAN I COME AND COLLECT THE SADDLE I HAVE ORDERED?

Yes – if you prefer to collect the saddle, that is no problem. The Saddle Bank offers a click and collect service available to select at check out. Please contact us to arrange a suitable date and time for you to collect.

DO YOU OFFER SADDLE FITTING SERVICES?

Yes The Saddle Bank is pleased to be able to offer a saddle fitting service locally. Please see our Saddle Fitting section of the website for more information and to book an appointment

HOW DOES IT WORK WITH RETURNING A SADDLE?

If you buy a saddle from The Saddle Bank, you pay for the saddle plus the outbound carriage charge. If the saddle is not for you, simply fill out our returns form and we will arrange DPD to collect the parcel from you. Upon receipt of the returned saddle it will be inspected. Your refund will then be processed. The refund consists of the saddle price minus the return carriage charge and minus a £10 trial fee.

Please note, there is a trial fee associated with trialling a saddle. This only applies if the saddle is returned. Please see the trial policy page for full details.

DO YOU SHIP TO USA/CANADA/AUSTRALIA/NEW ZEALAND/EU?

Yes, we ship internationally. Please see our delivery page for prices. If your country is not listed, please get in touch with us by email for a quote: info@thesaddlebank.com. Please provide us with the code of the saddle you are interested in and your delivery address so we can obtain you a quote.

Please note, some countries may be subject to import taxes/biosecurity charges. You will be liable for these costs.

THE SADDLE BANK

SELLING YOUR SADDLE FAQS

I AM INTERESTED IN YOU SELLING MY SADDLE FOR ME. HOW DOES IT WORK?

It is really simple. Complete the sell your saddle form, and attach photos of your saddle from all angles in good bright light. Ensure you highlight any scuffs/scratches/fading/marks, etc.

One of our team will be in contact with you to give you a price. If you are happy to proceed, you simply package the saddle up and sent it off to us.

HOW MUCH ARE YOUR COMMISSION FEES?

Our commission rates are:

  • 12% on saddles worth over £2500
  • 15% on saddles worth £1500-2499
  • 18% on saddles worth £1000-1499
  • 20% on saddles worth £500-999
  • 25% on saddles worth £350-499
  • 35% on saddles worth £250-349

This fee is inclusive of any Paypal/Card transaction fees.

DO I HAVE TO PAY POSTAGE COSTS?

You are responsible for getting the saddle to us. You can either drop off if you are local, or we may be able to arrange a courier to collect it for a fee.

WHAT DO YOU CHARGE TO ARRANGE COLLECTION OF MY SADDLE?

If you are in England, Wales or the bottom half of Scotland (Edinburgh/Glasgow and below), our courier can collect for a £25 fee.

You would need to be available between 09:00am – 05:00pm on the day of collection for the courier.

WHAT SADDLES DO YOU ACCEPT ON COMMISSION BASIS?

We accept quality English (not western) saddles, of certain brands up to 18 inch, and all widths. We do not accept anything that has a broken tree, requires reflocking or stitching repairs. If a saddle is sent to us damaged, you will be liable for the repair costs carried out by a professional saddler or the return postage cost of £25.

To find out if your saddle is one which we can accept, please complete our sell your saddle form.

I AM OVERSEAS WILL YOU TAKE MY SADDLE TO SELL?

We currently only take saddles in from within the UK.

DO I HAVE TO PERMIT MY SADDLE ON TRIAL?

Yes. All second-hand saddles sold via The Saddle Bank come with a 5day UK mainland trial. The buyer pays for the saddle in full upfront, so if it is returned with any damage, this is deducted from the refund due to the buyer and reimbursed to you. Therefore, it does not affect the amount of money you will receive. If your saddle is returned from trial beyond repair, we would not accept the saddle return, and the buyer will be liable for it.

DO YOU HAVE A MINIMUM SADDLE VALUE?

We are unable to accept saddles with a value of less than £250 to be sold via our consignment sales process. A lot of work goes into receiving, cleaning, advertising, insuring, dealing with buyers, and preparing the saddles for dispatch. Hence our stepped commission structure.

Therefore, we are unable to take saddles with a lesser value than this.

I WANT TO SELL MY SADDLE OUTRIGHT. DO YOU BUY ALL TYPES OF SADDLE?

We only purchase certain brands outright. Please complete our sell your saddle form to find out if your saddle is something we can accept as an outright purchase.

THE SADDLE BANK

BUYING A SADDLE FAQS

DO I HAVE TO PAY FOR A SADDLE IN FULL TO TRIAL IT?

Yes, you pay for the saddle in full, plus the postage charge. No saddles are dispatched on UK saddle trials without full payment being received.

HOW MUCH DOES IT COST TO TRIAL A SADDLE?

You pay for the saddle in full, plus the postage charge to get the saddle to you. If the saddle fits – fantastic!

If you need to return the saddle, we then arrange DPD to collect the parcel from you. Your refund of the saddle price will be processed minus the return courier charge and a £10 trial fee.

CAN I TRIAL MORE THAN 1 SADDLE?

We are happy to allow up to 2 saddles per person on trial. If you would like to trial more than 2, please contact our customer service team to arrange.

WHAT HAPPENS IF I DAMAGE THE SADDLE DURING MY TRIAL?

During the trial, you are liable for the saddle. It is your responsibility to insure the saddle for accidental damage, theft, fire, flood, etc. Any damage incurred to the saddle during this time will result in a deduction from the refund due. If the saddle is returned to us damaged beyond repair or in an unacceptable condition, it will not be accepted, and you will be liable for an additional charge of £25 to resend the saddle to you.

WHEN WILL MY ORDER BE DISPATCHED?

Orders placed before 11:00am will be dispatched the same day. For mainland UK customers, this is a next working day delivery service, usually delivered by noon.

You will receive a text message on the day of delivery confirming your delivery timeslot.

Order placed after 11:00am may be dispatched the following working day.

If you need the saddle delivered on a certain day, please put a note at checkout.

Delivery is Monday-Friday only.

In rare cases, there may be reasons beyond our control that delivery is failed by the courier. If you do not receive your order when you expect to, please email us at info@thesaddlebank.com

HOW DO I ARRANGE A RETURN OF A SADDLE I HAVE ON TRIAL?

Please complete our returns form on the website and select the date you would like the courier to collect. The courier will text you a timeslot on the morning of the collection, so please ensure your mobile number is correct. Failed collections are charged at £10, so please ensure someone is there to hand over the parcel on the day of collection.

WHAT SHOULD I PACKAGE THE SADDLE IN TO RETURN IT?

We recommend that you return the saddle in it’s original packaging provided the packaging has not become damaged. We send our saddles in brand new boxes, therefore they should remain sturdy enough for a return trip. However, if the packing is damaged, it would be advisable to replace the box.