FAQs
Frequently Asked Questions
How do I complete an Order?
Click on the category of the product you are interested in. Click on the small picture of the product of interest to get a bigger version. This contains the details about your choice of product. Select the appropriate size and colour if applicable and type in the quantity of that product you wish to buy. Click ‘ADD TO BASKET’ and this will place the product in a ‘virtual shopping list’. You can add more items to this list, or go to the checkout where you can print out an order form, or pay ‘online’ with your credit card.
You can also Telephone, Fax. or Post your order.
By Telephone: 01420 562758
Monday to Friday 10am to 3pm.
By Fax: 01420 565647
You can place an order on our website and at the checkout print a copy and fax it. We have a 24 hour fax line. Please ensure all details are correct and include your telephone number should there be any queries.
By Post:
You can place an order on our website and at the checkout print a copy and post it to us. Please ensure all details are correct and include your telephone number should there be any queries.
TDS Saddlers
Lymington Bottom Road
Four Marks
Nr. Alton
Hampshire
GU34 5EW
When are orders dispatched?
Orders placed before 12pm are dispatched the same day for in-stock items when paid by MasterCard, Visa, Delta or Switch. Standard service 3-5 working days. We also provide a 24 hour service if required, this service is not available for deliveries outside the UK mainland and operates Monday to Thursday.
Most orders are dispatched in 24 hours, however, at peak times or when stock is limited delays may occur. At such times, please allow 28 days for delivery. You will be advised of any expected delays at the time of ordering.
It is important that a signatory is available to sign for the consignment at the advised delivery address only. Courier companies may make additional charges for second attempt deliveries or may require the addressee to collect from their local depot. If a signatory is not available at your usual address please consider an alternative delivery address where a representative for yourself is available to sign, or designate your workplace as your preferred delivery location. Please note parcels that are returned to TDS Saddlers where a signature could not be obtained, and have not been collected from the courier’s depot within seven days, will be subject to a £15.00 couriers charge.
Parcels cannot be redirected or left without a signature unless arranged beforehand. If you require your parcel to be left in a garage, shed, outhouse, etc, please leave concise instructions in the notes box at the checkout (this is at your own risk). If you cannot arrange a signatory at your preferred address why not consider delivery to your work address.
Small and/or lightweight parcels may be dispatched by a non-signed for postal service at our discretion.
What payments do you accept?
Payments by Credit/Debit Card
We accept payment by MasterCard, Visa, Delta or Switch. Please include your expiry date and switch issue number.
Payments by Cheque or Postal Order
Please note we no longer accept payment by cheque or Postal Order.
Do you accept overseas orders and export?
We will be happy to provide quotations for export orders: to include carriage/shipping and insurance, for deliveries outside the EEC and for BFPO customers the quotation will be exclusive of UK VAT. You can divide the price by 1.20 to remove the VAT.
We recommend placing your order online as normal, then click the international dispatch button at the checkout. We will only supply goods for export after a quotation has been accepted. (Please ensure your email address is correct).
Fax or email your order – Please include your email address or fax Number, so that we can return quotations to include insurance and postage/freight charges.
How do I return goods?
Goods supplied from our online catalogue may be returned for a full refund less postage, on items that are unsoiled and in the same condition as dispatched, if returned within 14 days of receipt of sale.
Goods being returned to TDS Saddlers are the responsibility of the sender. We recommend that you obtain a certificate of dispatch.
Goods being returned under complaint will not be accepted unless clean and dry. Health and safety Act 1972.
More information on Returns.
Can I Exchange an item?
Goods returned for exchange will not be subject to return shipping charges (this applies to mainland UK only).
How do I Cancel my order?
You may cancel your order in accordance with the Distance Selling regulations, unless the item ordered was customised at your request. A custom order cannot be returned unless faulty.
You have the right to cancel your order within seven working days of delivery of the goods to you. For goods returned which are not faulty a full refund or exchange will be given, less cost of return postage, providing goods are returned in the original, unsoiled, condition complete with original packaging. Please retain receipt for proof of posting to obtain your refund.
Refunds and exchanges cannot be given before returned goods are received by TDS Saddlers.
What if my item is damaged?
Goods damaged in transit or due to faulty manufacture should be returned for our inspection. Replacement goods cannot be sent until we have received the returned goods, we will reimburse all your normal carriage costs in so doing. If you require help on any aspect of our returns policy please contact us on 01420 562758.
Pricing
We make every effort to maintain accurate prices on our website, however, this is not always possible for reasons beyond our control. We reserve the right to discontinue any item and to change prices when necessary.
Mail order purchases: It is our policy to only charge for in-stock items ready for dispatch, items not in-stock or to follow will be charged for only at the time of dispatch.
Exceptions to this rule:
Orders of non stock items, special orders and made to measure purchases, will be charged for at the time of placing the order.
Orders of this type that are placed on your behalf by TDS Saddlers, are non returnable. This does not affect your statutory rights.
Are there any weight restrictions for Free Delivery?
Free delivery offers apply to orders under 15kgs for Mainland UK, using standard delivery, only.
Free delivery offers are subject to purchase, goods delivered under any such offer that are returned for a refund will incur a £4.95 charge. Your statutory rights are not affected.
