Frequently Asked Questions
Orders & Shipping
Where do you ship?
We currently ship Australia-wide.
International shipping may be available on selected orders. Due to supplier agreements, product restrictions and destination requirements, international shipping is assessed on a case-by-case basis. Please contact hello@saddlehaus.com to discuss your requirements.
How long will my order take to arrive?
Orders are typically dispatched within 1–3 business days. Delivery timeframes vary depending on your location and the products ordered.
Will I receive tracking information?
Yes. Once your order has been dispatched, you'll receive a confirmation email containing your tracking details.
Can I change or cancel my order?
If you need to make a change to your order, please contact us as soon as possible at hello@saddlehaus.com. If your order has not yet been dispatched, we'll do our best to accommodate your request.
Products & Availability
Do you offer pre-orders?
Yes.
Selected products may be available for pre-order throughout the year, allowing customers to secure highly sought-after items before they arrive in Australia.
Estimated delivery timeframes will be provided at the time of purchase. As pre-order products are sourced specifically to fulfil customer orders, delivery dates should be considered indicative and may be subject to supplier or freight delays beyond our control.
I can't find the item I'm looking for. Can you source it?
Possibly.
Our online collection represents a carefully curated selection of the brands we partner with, however many of our suppliers offer a broader range of products, colours and customisation options than those shown online.
If you're searching for a specific item, colourway, size or configuration, please contact us at hello@saddlehaus.com. We'll be happy to explore what's available.
Do you offer bespoke or customised products?
Yes. Once your order has been dispatched, you'll receive a confirmation email containing your tracking details.
What if my size is out of stock?
Please contact us before assuming it's unavailable.
In many cases, we can source additional stock, arrange a special order, or secure your preferred size from an upcoming shipment.
Do you stock everything from the brands you represent?
No.
Saddlehaus is intentionally curated. We select a considered collection from each brand, however we may be able to source products beyond our online range upon request.
If there's something specific you're looking for, we'd love to hear from you.
Can you help me choose the right product?
Absolutely.
We believe exceptional service is just as important as exceptional products. If you're deciding between styles, sizes or brands, we'd be delighted to assist.
Contact us at hello@saddlehaus.com and we'll help guide you towards the right choice.
How do I choose the right size?
Sizing can vary between brands. Where available, detailed size guides are provided on each product page.
If you're unsure, we'd be happy to help. Simply contact us before placing your order and we'll assist with sizing guidance wherever possible.
Returns & Exchanges
What is your return policy?
We accept change-of-mind returns within 14 days of delivery, provided the item is unused, in original condition and returned with all original packaging, tags and accessories.
Once your return has been received and inspected, we will issue either:
- A store credit; or
- An exchange for an alternative size or product (subject to availability).
Can I return a bespoke, customised or made-to-order item?
Unfortunately, no.
As bespoke, customised and special-order items are created or sourced specifically for you, they cannot be returned, exchanged or refunded unless deemed faulty under Australian Consumer Law.
We encourage customers to confirm all sizing, measurements, colours and specifications prior to placing their order.
Can I exchange an item?
Yes.
If you require an alternative size or would prefer a different product, we will gladly assist with an exchange, subject to stock availability.
What if my item arrives damaged or faulty?
Please contact us within 48 hours of receiving your order at hello@saddlehaus.com, including your order number and photographs of the issue.
We will assess the matter promptly and work with you to arrange a suitable resolution in accordance with Australian Consumer Law.
About Saddlehaus
Why Saddlehaus?
Yes.
Selected products may be available for pre-order throughout the year, allowing customers to secure highly sought-after items before they arrive in Australia.
Estimated delivery timeframes will be provided at the time of purchase. As pre-order products are sourced specifically to fulfil customer orders, delivery dates should be considered indicative and may be subject to supplier or freight delays beyond our control.
Do you have a physical store?
Orders are typically dispatched within 1–3 business days. Delivery timeframes vary depending on your location and the products ordered.
How can I contact you?
Yes. Once your order has been dispatched, you'll receive a confirmation email containing your tracking details.