FAQs

Account

Account

How can I create an account?

How do I connect to my account?

How can I change my password?

I can’t log in

Order

Order

How can I order a new saddle?

How can I order a used saddle?

How can I order tack?

How can I cancel an order?

My order has been cancelled

My order is incomplete

How can I get my invoice?

I have not received the correct item/my item is damaged

Livraison

Delivery

How can I create a delivery address?

How are orders delivered?

What are the delivery zones?

Can I track my delivery?

Can I change a delivery address?

It says my order has been delivered, but I haven’t received it.

My order status says « partially delivered »

What are the delivery times?

Retours

Return & Exchange

I want to send back one or more accessories

I have not received the correct item/my item is damaged

I want to return a pre-owned saddle

I want to return my pre-owned saddle/my loan saddle

I don’t have a printer to print the return voucher

I can’t create my return voucher

Is return postage at my expense?

How long does it take to get a refund?

I haven’t received my refund, although you say I have been refunded

Taille

Item & Size

If the size of my accessory is not right, is an exchange/refund possible?

I have not received the correct item/my item is damaged

I’m hesitating between two sizes, what should I do?

The colour of the item is different in the photograph than in reality.

Paiement

Payment

Are payments on the website secure?

How to pay?

I can’t confirm my payment

Bons d''achat

Gift card & promotional code

How can I use my voucher/gift card?

My voucher code isn’t working

Can I offer my gift card to a friend?

Sélection

My wishlists

What is the selection for?

I can’t order an item in my wishlist

Are the items in my selection reserved?