Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

hello@henryjamessaddlery.co.uk

01952 443263
Title

Last updated:  November 2024

Due to our Black Friday event, you may experience delays with your orders and enquiries as we manage an increased volume. We’re working hard to process everything as quickly as possible and appreciate your patience during this busy time. 

1. General Questions

Where are the discounts?

You're probably wondering why discounts aren't on the product pages of the website. All discounts are applied at checkout automatically then you can use the discount code box to enter any 'WINALESSON' code to win a lesson with your favourite rider - see our socials for more information.  

What is your return policy?

We hope that you are entirely happy with your purchase. However, should you change your mind for any reason, we will refund any items returned to us in their original, saleable condition and not damaged within 28 days, starting the day after the goods are delivered. If items are received after 28 days, we reserve the right to issue a credit note instead of a refund. We are offering an extended returns period up until Monday the 13th of January, however only for exchanges or a credit note after the initial 28 day period. To start a return, please visit our returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

2. Product Questions

How do I care for this product?

We know as well as anyone that when you treat yourself to some amazing leatherwork you want to look after it so here our some of our top tips -

Weekly Care
- Start by cleaning off dirt, sweat, and hair with a clean towel.
- Lightly dampen a sponge or towel with water, making sure to squeeze out any excess water.
- Gently wipe each piece of leather.
- Apply a small amount of our leather cleaner and buff with a soft, dry cloth.

General Maintenance
- Condition your tack every 2 weeks using our Bridlework Balm or Soft Grease.
- Use our Leather Oil every 3 months or when you feel the leather is drying out.

What To Avoid
- Avoid using Neatsfoot Oil as it can rot stitching and affect the leather's finish.
- Glycerine Soap can trap dirt in the leather and strip out the color, so it's best to avoid it.
- Stay away from cleaners that contain alcohol or chemicals that strip and dry out leather.
- If your tack becomes wet, simply dab it dry with a cloth. Avoid applying artificial heat and allow it to dry naturally. While it's still damp, apply a coating of oil.

Can I see this product in other colors?

If the product is available in other colours, they will be listed on the product page. If you don't see the colour you're looking for, please contact us and we will do our best to assist you.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard), PayPal, and Apple Pay.

Do you offer instalment payment options?

Yes, we offer instalment payment options, such as Klarna, for certain purchases. Please check our website for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

We usually aim to get orders out within 48 hours of purchase depending on the delivery option chosen. However, during the Black Friday period our shipping period will extend due to the influx of order we are expecting - all orders should be dispatched within 10 working days of purchase. 

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

5. Contact Questions

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm GMT.

How should I contact you?

 

Please favour emailing us throughout the Black Friday period as all hands will be on deck ensuring your orders get out as soon as possible. There will be a delay in responses however we will still aim to get back to any queries as soon as we can. 

 

Thank you for your patience and cooporation during this busy period!