Customer Care

Long standing customer relations are the foundation of Crewe Saddlery’s philosophy. We understand that saddle fitting is ongoing and progressive and not simply a matter of making a sale and walking away.

For your peace of mind we offer the following straightforward, fair and honest customer care:-

30 Day Return on Fitted New Saddles

We know buying a new saddle is a big investment, currently our terms & conditions of sale for Fitted Saddles give you the customer 30 days to change your mind if you are not happy with the fit of our saddle. Please note a Usage fee of 15% will apply to any saddle returned after 14 days.

Aftercare & Servicing

Once you have had your saddle fitted we recommend your saddle is checked at regular intervals or at least annually. To help you manage this we can text you when your saddle check/review is due.

It is important to remember that horses do change shape, dependent on age, time of year, changes in work, diet even a change of home or rider can make a difference. Using a weight tape may help you assess this, as a general rule a 5 – 10 cm change up or down may affect how your saddle fits so it might be worth a phone call to discuss its fitting further.

Fitting fees, mileage where applicable & adjustment charges apply to all Saddle Check Appointments.

Check out our Troubleshooting & Fitting guide for further guidance.

Minor saddle alterations & adjustments in many instances can be done at your yard but in some instances they will need to be worked on back at our onsite workshop. Overseen by our Qualified Saddler the workshop provides saddle repairs such as replacement girth straps and stitching as well as flocking alterations. For any major alterations and repairs and to protect your warranty we will return the saddle to the original manufacturer.

To help keep your new saddle in its best condition regular cleaning with saddle soap and conditioning with a leather balm or cream is vital, this will help prevent excessive wear and friction marks as well as keeping the leather supple.

Off Shelf Purchases

We offer a 7 day return on all saddles purchased off the shelf or via mail order.

Refunds subject to inspection and a usage fee of 15% will apply to those saddles damaged or returned in poor or dirty condition.

Payments & Deposits

We accept payment in cash or by credit/debit card (excluding Amex).

All saddles purchased require payment in full.

Deposits are taken on all saddle orders. A minimum of £200 is required for Synthetic saddles & £500 for Leather Saddles.

Concerns about your Saddle Fitting

We can’t fix it if we don’t know about it, call or email us to discuss any queries or concerns with your saddle fitting and we will endeavor to resolve any problems and find a way forward.

Office Tel: 01270 842741