FAQs

Q. How do I find out more information about particular products?


A. Many products on the website which have technical issues (such as electric fencing) or products you may need
additional information about (e.g how to fit body protectors, riding hats etc), you can click on the HOW DO I tab on the product page for lots more information and helpful tips.
If you still do not find what you are looking for - pick up the phone and give us a call, or drop us an email. We are here to help.

Q. When will my order be delivered?

A. UK orders placed on Standard Delivery will take 3 – 5 working days after dispatch. UK Express orders will be next working day (order before 6pm previous working day) with the exception of certain postcodes, Scottish Highlands and Islands, and Scilly Islands.
See our Delivery Details tab for rates and full details.

Q. How can I track my order?

A. Log in to your account, select My Orders and click on Track My Order at the side of the order you wish to track. This will then give you the status of your order. If you need any further help, for example if your parcel has been attempted delivery or returned to the depot please call us on 0800 917 9204 for further assistance.

Q. What do I do if I wish to return an item?

A. Please complete your returns form - download https://www.rideaway.co.uk/order-returns-form/. Just complete this and return the item in its original packing if possible. Ensure the parcel is insured for loss or damage when you take it to the Post Office. We will deal with the refund or exchange within 7 days of its return. Should you have to return a heavy item such as a saddle you can call us and we will send our courier to collect this from you at a charge of £5.90.
If you live near enough you can also return items to the store at Sutton on Forest near York.

Q. How can I use my gift vouchers on the website?

A. At the checkout you will be able to use your gift vouchers as part or full payment of your total bill. Scratch off the silver foil to reveal the security code and enter this number. If you make an overpayment the credit will be held for you to use online next time. You can also use the voucher over the telephone in the same way. If you wish to spend the voucher in store, do not remove the foil, or the voucher will be invalid.

Q. Do I have to sign for my order on delivery?

A. No, you can agree for it to be left without a signature by instructing us to do so in the
Delivery Notes box at the checkout. However, once the goods are left, should anything go missing, the goods are then your responsibility, and Ride-Away are unable to accept any responsibility for your loss.

Q. Can I order from overseas?

A. Yes, please click here to view our prices. We can also deduct Vat from the cost of goods (unless you are ordering from EEC countries).

Q. When is the store open?

A. Our opening hours are 9am - 5.30 Monday to Wednesday, 9am - 8pm on Thursday, 9am - 5.30pm on Friday, 9am-5pm on Saturday and 10am - 4pm on Sunday. We also open all Bank Holidays (except Christmas and New Years Day) between 10am and 4pm.

Q. How do I know what size to buy?

A. Most products have a size chart to guide you, as all our manufacturers have different sizings. Jodhpurs are generally sold by waist sizes, so simply measure your waist. Boot sizes can be complex – if you need any help don’t hesitate to give us a call as returns are
expensive. Where we have found items are coming up generous or small, we have put a note on to advice you. We welcome any feedback from you too.

Q. Can I try a saddle – and what if it doesn’t fit?

A. If you buy a saddle you can return it under our normal Terms and Conditions if it doesn’t fit. Please try it carefully with a clean saddlecloth, and ride on it only for 5/10 minutes. (Second hand saddles no restriction). If the saddle doesn’t fit rather than pay the Post Office hefty postage to return the saddle to us, simply give us a call and we will arrange a collection from you for a small charge of £5.90 (Please note, this excludes Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isles of Scilly)
To reduce the risk of the saddle not fitting though, call one of our expert saddle fitters first for help and advice.

Q. What if I want to order something which the website shows is not in stock?

A. You can still orders items out of stock and can select at the check out if you wish to hold the order and have all the order sent together or despatched separately as items are available. Unless you are ordering from overseas you can have items in stock despatched immediately with backorders to follow. This will be at no extra postage cost to you. We will keep you informed of any delays to the due dates quoted.

Q. What do I need to bring with me for a saddle fitting?

A. * Wear protective headgear to the correct standard. The harness must be securely fastened at all times.

*Always wear properly fitting equestrian footwear.

*A BETA standard body protector is recommended for added protection against falls – this is optional

*Please bring your horses bridle, girth, leathers & irons required for riding.

*We have an outdoor enclosed ménage adjacent to the road, but we do not offer facilities for jumping for safety reasons.

*Always check the girth before and after you mount, and again, a few minutes into your ride.

*Are familiar with your horse and his capabilities? i.e. just broken, newly purchased.

*Remember – you are in a commercial environment with Traffic and open spaces

*We will do every thing we can to assist but ultimately you are responsible for your horse. i.e. un-loading, loading and mounting etc.

*Ride-away do not accept responsibly for you or your horse whilst on our premises.