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Customer Service

Shipping & Delivery
Orders are despatched Monday to Friday (except on UK Bank holidays and any pre advertised holiday) and delivery is also usually Monday to Friday unless Saturday delivery is selected, there are no deliveries on Sunday or bank holidays. Delivery is either by Royal mail or courier, usually between 8:00am and 7:00pm. Parcels may require a signature, any request to leave the parcel in a safe place is at the customers risk. If your parcel requires a signature, you will be sent an email from the courier on the day of delivery with a link to track the parcel (please ensure you give us a valid email address and check your spam folder if no email is found). Please ensure there is someone available to sign for the parcel, or that you respond to any cards left as you will be charged if the parcel is ultimately returned to us as undeliverable after a reasonable number of attempts to deliver and contact you regarding delivery have been made. 
Privacy & Security

Stables Saddlery - Privacy Policy

Stables Saddlery are committed to complying with the Data Protection Act 1998 and have published this guide to help you understand how and why Stables Saddlery collect information from you, to whom such information is disclosed and what your rights are. If we make changes to this Policy we will notify you by updating this statement on our website. You can access our Website home page and browse our site without disclosing your personal data. However, when you place an order, you will be asked to provide certain information about yourself.

What information do we collect and how do we obtain it?

We receive information directly from you when you register place an order on our website, or if you register for our E-Mail Newsletter. Upon placing an order, you are asked to provide certain essential information such as your name, address, details of your credit/debit card (only if you are paying by credit card), telephone number and email address so that we can process and fulfil your order, notify you of your order status and inform you of special offers and promotions.

How do we use your information?

We use the information that we collect about you to:

  • Process your orders
  • Administer this website
  • Monitor customer traffic patterns and site usage to help us develop and improve the design and layout of the site
  • Notify you about enhancement to our services, such as changes to the website, new services and special offers that  may  be of interest. We may contact you by e-mail or telephone

 Is my Data Passed or Sold into 3rd Parties?

Stables Saddlery will never pass on any information held about you for the purposes above to any third parties without your consent. In addition to this, we operate a robust series of internal policies and procedures to protect your personal information - so you can Shop with us in confidence.

Can I remove myself from your Databases?

If you want to be removed from any our databases, you can notify us of this by e-mailing us at stables@painsbrook.com

Returns & Replacements

If you need to return an item to us for exchange or refund, please make sure you include your receipt and return it to us with your goods.

Please note that you need to return the item(s) to us within 14 days from the date which you received them, including any free gifts or promotions received with the goods you are returning. You are responsible for the goods until they are restored to us, and must ensure you take reasonable care of them, returning them to us at your expense unsoiled, unused and in their original packaging (including any sealed packaging if applicable). Goods returned after 14 days (but less than 30 days) will be issued a store credit voucher. Items returned without authorisation after 30 days or with defaced/damaged packaging will not be accepted and will be returned to you at your own expense. If in doubt, please phone or email for advice before returning an item to us. We strongly recommend that all returns are registered and insured when sent as we are unable to compensate for lost or damaged parcels. Once the order has been safely returned to us, we will refund your original payment method as soon as possible for the cost of the goods (please note this can take upto 30 days during very busy periods but is normally approx 7 days). The following items are non returnable: Any specially ordered, altered or personalised goods.

If you feel that a product is faulty, please stop using it immediately and contact us with your concern. If you continue to use the product after discovering a fault, it will be deemed that you have accepted the goods in their damaged condition. Please follow the same returns procedure as above, but do not return the item to us until we have contacted you about it. We will either ask you to send the item back to us or arrange for the item to be collected (at our discretion) If sending the goods back yourself please ensure that the item is adequately insured as we are unable to compensate for lost or damaged parcels. If on inspection we find the goods to be defective, we will refund the purchase cost of the goods and postage to you. We reserve the right to seek the opinion of the manufacturer of the goods or another knowledgeable party, prior to a decision being met if it is not clear that the goods are faulty or have been damaged due to misuse or neglect. It may take up to 28 days to process your return, but we will do our best to rectify the matter as quickly as possible. If the goods are found to be perfect and in full working order, or have been damaged as a result of misuse or neglect, then you would be liable for any costs we have incurred and the cost of returning the item to you.

PLEASE NOTE: Goods returned under complaint will not be processed unless they are clean and dry due to the health and safety at work act 1972. If goods arrive in this state, then you will be liable for the costs to return the item to you for cleaning before any further action can be taken.

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