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Customer Service


Our online orders will be charged a flat rate of $15.00 and sent by Australia Post Express Parcel service no matter where you live in Australia. We do not discriminate against customers in isolated locations. This does not apply to bulky or hazardous items for which you will be asked to contact us to discuss alternative shipping arrangements. Orders will mostly be sent by Australia Post Express parcel service unless this is not available or if a local carrier offers a more suitable service. Australia Post does not provide a next day service for areas outside of state capital cities. Your order will be shipped from our Katherine shop which is in a Regional town. In our experience, most orders take 3-7 work days when we send by Express Post, unless your address is in a remote country area when it may take a bit longer. Regular parcel service will be used for addresses within the Northern Territory. Bulky items such as saddle pads, may be sent by regular parcel service, which can take 7-21 days. We will supply you with a tracking number so that your parcel can be traced or you may receive an email or SMS directly from Australia Post. We may at times remove boots from their boxes to enable more efficient packing. Orders can also be collected from our business premises or shipped via the customers own freight arrangement. If you do have your own freight service please select click and collect then provide the additional details to us by separate email.


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We would like our customers to be completely happy with their purchases from us so we have extended our return period to 365 days (not including footwear). We do acknowledge the restrictions of purchasing Online and recognise that it is not always possible to estimate the correct sizing or fit of an item, and it does sometimes take a while to match up items purchased as part of a special outfit. If you are unsure of the item you wish to purchase please contact us by the Live Chat box, alternatively phone 08 89723161 during business hours or email

If you are unhappy with your purchase we will accept return of merchandise ONLY IF IN SALEABLE CONDITION, unwashed, unworn, with all labels and original packaging. Unfortunately requests to return footwear must be received within 30 days of you receiving them. Footwear must not have scuff or rub marks on uppers or soles and be returned in the box they were received in.  We will refund the original cost of the item but not the cost of postage for despatch or return. Please contact us by phone or email to request a Return Authority. We will reimburse the cost of return postage only for faulty or incorrectly supplied items. We will pay the postage back to you for items exchanged due to sizing issues but not the cost incurred by you to send the original item back to us. We offer free postage back to you only for the first exchange, any subsequent exchanges will be entirely at your cost. Under no circumstances will we accept goods returned without a return authority or on a COD basis or they will be returned to you. If you require a refund we will issue credit to your customer account or refund you by the method in which you originally paid. All refunds will be in Australian dollars. We may in some circumstance deduct a restocking fee of 5% of the returned items purchase price from the refund amount.

If you wish to request a return on goods purchased by either ZipPay or Afterpay, please contact our store directly. ZipPay nor Afterpay are able to authorise returns on our behalf. Refunds on goods purchased by ZipPay and Afterpay will be refunded to your ZipPay or Afterpay account after the goods are received back into our store. We are not permitted to refund directly to you or supply store credits for items returned that were purchased by ZipPay or Afterpay.  We can exchange sizes or colours on goods purchased by ZipPay and Afterpay. Returns requiring replacement, repair or refund more than 120 days after purchase through ZipPay and Afterpay are handled completely by our store with no further reference to the credit provider.


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.


Credit notes and Gift Vouchers are valid for 3 years from issue date and will expire without notice after that time. This is effective on transactions dated from 1st November, 2019. To use a your credit please contact us by phone or email quoting the credit note ID number.


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, unless faulty. 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.


Most orders will be despatched from our retail shop either the day you place your order or the next working day. Items showing as in-stock online are immediately available from our Katherine retail store. We do not Drop Ship from our suppliers.We do have some stock lines that are made strictly to order and you will see a message requesting that you contact us for more information. Our online store displays up to the minute stock availability, however in the event of a rare stock error resulting in a product being 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 by separate email, 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.



Online orders may be paid for by AfterPay, ZipPay, Pay Pal or by Credit Card. All forms of payment are processed through secure encrypted banking portals. We do not accept COD orders, cheques, money orders or direct deposit through our online store. If you have an existing company trading account with our store, or would like to pay by direct deposit, please contact us directly to arrange your order.

Click here for the afterpay terms and conditions.

For more information on ZipPay click here.


Our website is not enabled for international orders. 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. If you would like to place an order from outside of Australia, please contact us by email so that an alternative arrangement can be made. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country


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.


The status of your order can be viewed by logging back into your account.


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.


Universal Footwear Sizing chart