SALES TEAM: +44 (0)1392 340 353

FAQs

Below are a few of the questions that customers frequently ask us. If you have any questions that are not answered here though, feel free to contact us and we’ll get back to you as soon as possible.

How do I know which size to order?

To make things as simple as possible we provide finished garment measurements for all our standard sizes, please see fitting page. Most people have a jacket, even if it is not an equestrian jacket, so simply follow our instructions on how to measure an existing garment and compare these measurements with our standard size chart.

What if I need longer arms or shorter back length or I am not quite a standard body size?

This is not a problem at all, you can tell us exactly what sleeve and back length you require and you can adjust the body measurements by plus or minus 2cm all in the standard price range.

I am quite a peculiar shape and find off the peg items rarely fit me, do you also do a more bespoke fit?

Yes for an additional £35.00 we will send you a simple form to fill in which helps you submit your own measurements and allows you to give us any other additional information. We will also ask for some photos of you to assist our tailors.

Is it difficult to send in your own measurements?

We have a very simple form which we will send to you, this guides you through each step and we also have a video on our fitting page to give you more help. We then also ask for finished measurements from an existing garment and some photos of you in this garment. We have trained staff to evaluate the measurements and if we see something is not quite right we check with you again before submitting the order. The process is not at all difficult and we take great care with you to ensure the measurements submitted to the tailor are correct.

How long does it take to make a garment?

Our lead time is approximately 6-8 weeks. Sometimes we can offer a fast track process for an additional £35.00 if for example a garment is required quickly for an important championship. Please just ask if you would like this service and we can check with our tailor for you.

What happens if I receive a garment and it does not fit or there is a design error?

In the unlikely event that a mistake has been made with the design we will rectify the problem as quickly as possible. If there is a problem with the fit of the garment we will ask you to send us a photo of you wearing the garment and detail the areas of concern. If the problem is deemed to be a production error we will rectify the problem free of charge. If the problem is due to a measurement error we will still rectify the problem but we will make a small charge for doing so. This charge will be no more than the actual alteration cost to ourselves.

For our International customers if just a small adjustment is needed and it is a production error we can provide up to £50 for a local tailor to rectify the problem.

Will my jacket look exactly like the design image?

The Product design image on our web interface is for visualisation only. It is difficult to guarantee the exact colour due to differences in screen monitors, brightness, contrast etc. If an exact colour match is required we will happily post fabric samples to you.

What if I change my mind, do you accept returns?

Bespoke items: Every garment is 100% individually tailor-made and handmade according to the customer’s preferences. Hence, we DO NOT accept returns for any reason except production error.

Non Bespoke items: Yes we do except returns, please see our terms and conditions for more details. 

I've decided that I don't want to keep my product and would like a full refund. Can I do this?

Yes, of course. Provided the item is within 21 days of receipt of your order and is in ‘as new’ condition, you can return it to us for a full refund. The monies will be credited to the same card that initial payment was taken from.

What does 'as new' condition mean?

This means that the product is unused and in the same condition as when you received it from us. Swing tickets must still be attached and the original packaging retained. If the product shows any signs of use (stains, hairs, creases, odours) then we will not be able to re-stock it and will consequently not be able to accept it for a refund. In such an event, the item will be returned to you.

Do you provide rider sponsorship?

Yes we do, although we generally limit this to our Team GBR sponsorship. If, however, your proposal is unique or interesting and there is value for all parties then by all means get in touch.

Do you supply the trade?

Yes we do, if you wish to discuss please email us or give is a call.

LET’S CONNECT

 

Our experienced sales team are here to help either by email or telephone but if you are just looking for a little inspiration why not take a look at our Facebook or Instagram pages. We love to hear from our customers so please feel free to post comments and photos on our pages!

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