The Saddlery Shop Ltd Avis 

Réponse de The Saddlery Shop Ltd

27 oct. 2025

I am sorry you had an issue with your delivery. We do explain at the checkout that express delivery is ‘usually next working day’, and do go on to explain that although 99% of parcels do arrive next working day, on very rare occasions it can take up to 3 days to arrive (as we have no control over the parcel has left ourselves, and very occasionally there are delays etc).
I am also sorry you felt our service was not good enough. We tried to always reply to your emails in good time, and we spent a lot of time checking the parcel and communicating with the courier to ensure a successful delivery. Unfortunately due to the nature of couriers, we are unable to offer a guaranteed next day service. We have tried to make this clear at the checkout (and in other areas) with quite extensive information to help manage customers expectations, however I will ask for this to be reviewed to see if there is any way make this information even clearer.

Réponse de The Saddlery Shop Ltd

26 mars 2025

On all the boots we send out, there is a prominent label attached to say the boots must be kept clean whilst trying them for size, and pointing you towards the paperwork for how to do this (as there still was on this pair when returned to us) explaining that you to try the boots on carefully by covering the hoof (such as with cling film) and to put the boot down carefully on something such as an towel to stop them from being marked/ dirtied but sadly in this case this was not followed.

As per our email correspondence which we have on file, you stated that you ‘tried the boots on by torchlight in the stable’, and we have photos on file (which were sent to you) to show the marks and ground in dirt in the tread, and dirt on the inside of the boots when we received them back. If another customer received these boots with dirt (likely manure) and scuffs, they would not be happy having paid for a brand new pair of boots, hence we explained they would have to be thoroughly cleaned and disinfected and sold off as ‘used’ due to the condition of them.

We did give you the option to have the boots returned to you instead, but you decided to go ahead with the exchange and accepted the £45 loss in value (you asked for express delivery on top of this hence the total was £50.99).

We have been selling hoof boots for almost 20 years, and we have many pairs of hoof boots returned on a daily basis for exchange or refund without issue, as fortunately the vast majority of customers understand that like with any product they need to take care of the goods and read all the information we send to keep them that way until they have decided if they are suitable.