Oakside Saddlery Store Services
Oakside Saddlery

Frequently asked questions

Common questions - Hopefully answered

Frequently Asked Questions

How do I measure for the perfect fit? 

Visit my measuring page for ways to measure for the best fit.

How should I  care for my new leather items?

Pay a visit to my care and repair page for some handy hints and tips

What Colour is the leather?

We all know that the internet is terrible for colour representation. So have a look at my leather page for some ideas. If you are still not sure ask me for some examples and I will send them out to you.

Is hand stitched really better than machine stitched?

When I hand stitch leather I pass the thread right through the leather before it moves on to the next stitch. I do this twice with each stitch. A machine passes the thread in to the hole, loops it around the thread on the other side and comes back to the same side that it started. Much weaker but quicker.

So yes hand stitched is so much better than machine. When machines came in to favour it certainly wasn't to make a better item for the customer!

How long does it take to make my new leather items?

I usually take around 6 weeks to handcraft your leather items. But when I am busy this can be 8 or even 10 weeks.

What if I need it sooner?

When placing your order you can always leave a comment that you need it for certain date. It just needs to be realistic. This is handmade so don't expect next day delivery. If you still haven't received your order then send me an Email and I'll let you know how I am getting on.

Remember that certain buckles and fittings will still have to be ordered.

Who will delivery my goods?

I use Royal Mail for my deliveries. Second class signed for. For overseas I use Royal Mail Tracked and Signed when I can.

If you are sending batteries with your clippers remember that Royal Mail will not accept them. So for this I use Hermes. This is handy as their collection point is just down my road.

How should I care for my new and old leather goods?

Pay a visit to my care and repair page for some handy hints and tips on leather cleaning and care.

How long will it take to get my new item?

Delivery varies due to demand. I do normally aim to have your order completed between 6 - 8 weeks from date of order. Sometimes less, sometimes longer.

What if I need it sooner?

If you need your leather goods sooner, or by a specific date, please contact me first and I will see what I can do. Do not expect next day delivery as I will still have to handcraft your item, and certain buckles that require plating can take 3 weeks or more.

Who will deliver my leather items?

I offer free UK delivery via Royal Mail. This is the second class, signed for service. If it is an overseas parcel I will normally go for the tracked and signed for service if it is available.

How does the ordering process work?

Once you have added your items to your basket in my store and entered the checkout. You can add any comments that you need to. Select your payment method and proceed through the checkout. I will receive your order and send you a confirmation email. Usually the next morning when I get up!

I made a mistake and ordered the wrong size and colour?

Not a problem. As long as I haven't started making  your item I don't mind changing things. Just send me an email and I will confirm the changes.

How can I check if my order has been started?

If you need to check on your order simply visit my store and look near the bottom. You will see a link to track orders and to sign in. Click on this and enter your email address. You will then get a magic link to sign in to your account. If it says awaiting processing then I haven't started making it and you are good to change it. If it says processing then I have started or made it and it just needs processing. At that point you can not change anything or cancel your order.

It has been over 8 weeks since I placed my order and it hasn't arrived?

Sometimes I get behind with my orders and it takes longer than 8 weeks. If you are in desperate need of your item then send me an email and let me know.

I wish to cancel my order?

As all of my items are made to your personal specifications you do not have a right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

However I am happy to cancel and refund any order that I have not started. This will be marked as 'processing' in my store. 

Who pays for any returns?

The cost of return delivery is down to the customer.

How do I make payment?

All payments made through my store are processed via PayPal. Payment can also be made via bank transfer and personal check. Payment can be made by approved customers by invoice.

How much is shipping and delivery?

I find nothing worse than grabbing that bargain, working through all of the order forms, and when it comes to pay find that another £7.50 has been added for shipping! Because of that I ship all of my leather goods for free in the UK. To Europe and the rest of the world shipping will be added at the checkout 

How do I make a complaint?

If you wish to make a complaint then please contact me at oaksidesaddlery@gmail.com 

If you wish to use an alternative dispute resolution I am registered with the EU Online Dispute Resolution at 

https://ec.europa.eu/consumers/odr/main/?event=main.home2.show 

Although with Brexit looming I will have to change this!