Frequently Asked Questions!
We have put together a list of common questions from sizing information to shipping and returns. We hope these are helpful but if you don't find the answer you need, please get in touch.
Products & Sizing
How do I know what size rug my horse needs?
Just like us - every horse is different! We cater for all horses from ponies through to gentle giants.
To measure your horse for a rug - measure from the centre of their chest, around their shoulder, down the side of their belly and towards their rump. This will tell you how long your horse is! Once you have this measurement we recommend sizing up one size.
For more information head to our 'Measurements' page to see details diagrams and sizing information for other products. INSERT LINK HERE
How do I know what size saddle to choose?
Saddle size on your horse is extremely important as horses vary so much in size and shape!
We recommend consulting with a professional saddle fitter to ensure you know what gullet size is suitable for your horse and what size saddle will be best for you as the rider.
Should I chose a synthetic or canvas rug?
Synthetic and Canvas horse rugs serve a similar purpose however depending on your needs - one may be more suitable than the other!
Synthetic winter rugs are waterproof straight out of the bag however canvas rugs require seasoning before being put on a horse.
Synthetic winter rugs are generally lighter than canvas rugs making them easier to handle whereas canvas rugs are heavier, however due to the canvas material, are generally tougher.
Canvas horse rugs provide more breathability through the fabric compared to synthetic rugs.
There are pros and cons to each option however depending on your needs one style may be better suited for you and your horse!
Orders & Shipping
How Long will my order take to arrive?
The time is takes for your order to arrive varies based on where you live and the carrier that your order is shipped by however the standard delivery time for metro regions is between 5-7 business days.
Goodwoods typically use Australia Post where possible however other carriers may be used for heavier parcels. Your order will generally be dispatched within 2 business days (except during high volume periods).
Once your order leaves the warehouse in Melbourne, Victoria, the delivery time can no longer be managed by us. To track your order, please download the ShopApp and login using your order details.
Can I return my order?
You are always welcome to return your items however the items that you wish to return must align with our returns policy! Please note that return shipping must be covered by the customer.
Please view the full returns policy and additional returns details here.
Which Payment Methods Do You Accept?
Goodwoods accepts the following payment methods for online purchases:
• All major credit cards, as shown at checkout.
• PayPal: if you do not have an account yet, you can create one while shopping with us
• AfterPay: if you do not have an account yet you can set one up on the AfterPay website.
Please note that your billing address must match the address on your credit card statement.
How Can I Track My Order?
Once you place your order online, you will receive a confirmation email within minutes of purchase. Once our warehouse team have fulfilled your order you will get a tracking number emailed through to you!
Returns & Exchanges
Need to return your order/product for a refund or exchange?
We are happy to accept returns and exchanges provided that your return aligns with our returns policy outlined below.
You may seek a refund, exchange or gift card to the value of the purchase price for any product purchased online (excluding gift cards) subject to the below. To seek a refund or exchange:
(a) return the product unused, within 30 days of purchase for full price products, or within 14 days for sale (we do not offer refund or exchange on final sale items). Please see guidelines below;
Full Price Items: You have 30 days from the date of receipt to request a refund or exchange.
Sale Items: You have 14 days from the date of receipt to request a refund or exchange.
Final Sale Items: Items marked as Final Sale, or purchased at 50% off the RRP (or more), are considered Final Sale. These items are not eligible for refund, exchange, or gift voucher, unless they are deemed faulty.
(b) the product must be in its original condition;
(c) all original tags and labels must still be attached to the product;
(d) the original Goodwoods Saddlery tax invoice must be provided as proof of purchase.
(e) Return postage cost to Goodwoods Saddlery must be paid for by the customer, unless the item is deemed faulty.
How do I submit a return?
- Ensure that the item you are returning is in original condition and packaging, with all labels attached.
- Complete the return/exchange form providing all the requested information to ensure a speedy review. This can be downloaded here.
- Pack your product for return. Your package must include the completed returns form and a copy of the original Goodwoods Tax Invoice to be eligible for an exchange/refund.
- Post your return to the below address. Return postage to Goodwoods Saddlery must be paid for by the customer.
Please feel free to speak with our Customer Service Team on 0497 155 684 if you have any questions regarding a return.
Return postal address:
Goodwoods Saddlery – Returns
20 Southern Court
Keysborough VIC 3173
I have received a faulty item - What do I do?
We are very sorry if you have received a faulty item. If this is the case, please call our Customer Service Team on 0497 155 684 between the hours of 8.30am and 4.30pm Monday to Friday and we can assist with arranging an exchange or refund.
Proof of fault is required in the format of photos. Items must be deemed faulty and Goodwoods need to be notified within 60 days of purchase to be able to refund the product.