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customer service

Ordering

Most orders will be despatched from our retail shop either the day you place your order or the next working day. Our online store displays up to the minute stock availability, however in the event of an error resulting in a product being temporarily out of stock or if it is an item that will be made especially for you, we will contact you to advise the anticipated delivery time. Please let us know when you place your order if an item is required by a specific date. If you choose to wait until the item is available we will only charge postage if that item would have incurred additional postage in the first instance. We will only charge your credit card in advance for backordered items if the item is to be especially made or ordered for you. If you wish to cancel your back order, please contact us as soon as possible. It may not be possible to cancel some special items.

Shipping & Delivery

Delivery & Postage Charges

All orders are despatched from our store in Gympie, South East Queensland currently within 4 to 7 business days from receipt on purchase. Depending on where the parcel is being despatched to, please then allow 5 to 15 days for delivery by Australia Post. If you have provided us with your mobile and email address, you will receive a text or email from Australia Post’s eParcel service with your tracking number, which will allow you to track your orders delivery status through Australia Post.

If your order has not been delivered within the specified time please contact us via email at info@gympiesaddleworld.com.au or call 07 5482 2320 (within Australia) during our business hours.

Please see applicable postage charges below for deliveries within Australia.

Postage Charges for Deliveries within Australia

Number of Items – Any

Deliveries within Australia*

– Flat rate of $10 (for orders under $100)

– Free postage (when you spend $100 or more)

Returns & Replacements

Returns

We are committed to providing quality products to our customers.

If you are not completely satisfied with any part of your order, please return the items to us in original condition within 30 days of purchase for an exchange, credit voucher or refund. Refunds apply if the goods you have received are faulty or incorrect.

Sale items are not applicable for exchange, credit note or refund.

Please email our customer service team on info@gympiesaddleworld.com.au should you find your item to have a fault.

Please complete the Return Form and return the items to us.

Please address parcel to:

Gympie Saddleworld – RETURNS

Shop 1, 107 River Road

Gympie QLD 4570

07 5482 2320

If you return an item to us for exchange, you will need to pay the postage to send the item/s back to us; however, we will pay for the postage to return the item/s to you.

Once your return parcel has been received, we aim to process your exchange order within 2 to 4 business days. Please allow 3 to 10 days for delivery by Australia Post.

If a refund is required we aim to process your credit card or cheque refund within 10 – 15 days of receipt of garments. Please be advised that if we are processing your refund to your credit card this will take between 2 – 3 days to appear on your credit card statement.

Gympie Saddleworld and Country Clothing aims to provide exceptional customer service, however, if we have made an error with your order or you receive a faulty item, please call us on 07 5482 2320 or email us at info@gympiesaddleworld.com.au to arrange free return delivery and an exchange or refund

Faulty Goods

Please contact us as soon as possible if a product has been damaged in transit or is faulty or does not perform as expected so that we can discuss what options are available to you.

Credits

Credit notes and Gift Vouchers are valid for 6 months from issue date and will expire without notice after that time.

Non-returnable Items

Certain items in our range are non-returnable. Items worn or used by animals such as horse rugs or tack which are easily damaged by the animal are not returnable unless defective. Clothing or footwear which has been worn or washed can not be returned unless shown to be defective.

Items that are made or ordered especially for you eg Custom made saddles, bridles, boots, hats, etc may not be returned for refund or credit. If we do decide to waive this condition a 50% restocking fee may be deducted.

Goods purchased at a reduced price due to a known defect may not be returned due to that defect.

Payment, Pricing & Promotions

Payment

Orders may be paid for by Bank Transfer, Pay Pal or Credit Card. We use secure encrypted banking portals. We do not accept COD orders, cheques or money orders. For Bank Transfer orders you must supply us with the remittance advice before we will despatch the goods.

Zip Money is an alternative buy now, pay later payment option which will soon be available on our store.

Pricing

Prices quoted on our online store are in Australian dollars inclusive of Australian Goods and Service Tax (GST). All prices on the website are subject to change without notice. We are required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within Australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country

Promotions

Promotions and discounted prices may be offered from time to time. These offers may or may not also be available instore and may only be for a specified period of time.

Your Account / Order

Updating Your Account Information

It is the responsibility of our customers to ensure that all name, address and email details are up to date and correct. We take no responsibility for orders sent to an incorrect address.

Viewing Your Order

The status of your order can be viewed by going to the Cart in the menu.

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07 5482 2320

107 River Rd (Bruce Highway)
Gympie QLD 4570

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