Frequently
Asked Questions
Have questions? We’ve got answers! Explore our FAQs to find quick guidance on orders, products, shipping, and more. Can’t find what you need? Our team is always here to help.
Online Orders
Stock items: If you’ve placed an order for a stock item, contact Frank Baines as quickly as possible via email including your email address and order details. The company will attempt to accommodate your change request, provided the item has not already been reserved for collection or dispatched.
Custom (made-to-order) items: These are items for which you’ve selected special materials, bespoke leather colours, stitching, personalisation, etc. They are non-cancelable, non-returnable, and non-refundable.
We cannot cancel a made-to-order item, and they are non-returnable and non-refundable. These items are where you have chosen a special leather colour or feature, like stitching or personalisation. In line with our return of goods policy, we cannot issue refunds on these specially made items.
Dispatching your order: When we receive your order, we will check to make sure we have the items you have ordered in stock and dispatch them within 1-2 working days using the relevant courier for your country. Payment will be debited from your card before shipment. You will receive a confirmation email with a tracking number.
My item hasn’t arrived: Check your tracking number for updates. If there is still an issue, contact us with your order number and email used.
Unexpected delays: If items cannot be dispatched within 7 working days, we will contact you to discuss how to proceed.
Custom orders: May take longer than 7 working days, so order in plenty of time for specific dates.
Stock items: Can be returned within 14 days if unused and in original packaging.
Equine products: Cannot be returned for hygiene reasons if used.
Custom items: Cannot be returned unless faulty.
Returns procedure: Include order number, name, address, date of purchase, product description/code, and reason for return. Clearly write the order number on the outside packaging. Refunds/exchanges processed only after receipt.
Contact us with your order number, name, address, date of purchase, product description/code, and reason for return. Initial return costs are covered by you; if fault confirmed, Frank Baines will arrange repair/replacement at its cost.
Yes. Gift vouchers can be used in part or full for items in-store or via a stockist. Valid for 12 months. Available in £20, £50, and £100 denominations. Cannot be exchanged for cash.
Goods can be returned within 14 days if unused and in original packaging, unless custom or equine items. Refunds processed within 7 working days of receipt and inspection.
About Our Saddles
and Equine Range
Please visit our Approved Stockists Locator.
You may work with a fitter of your choice. The fitter should email us. Saddles are not sold directly to riders to ensure correct fit.
Contact your fitter directly. They will liaise with us to see if changes can be made.
Guarantee start date: Validate within 30 days of purchase, otherwise it starts from dispatch date.
Post-1st April 2020 saddles: Tree guaranteed for 5 years; other parts 2 years against defects.
Pre-1st April 2020 saddles: 2-year guarantee on tree and saddle parts.
Making a claim: Examination required by Frank Baines or authorised personnel. Customer covers shipping costs
Contact your fitter first. They will assess and liaise with us if further repair is needed. Do not send directly to Frank Baines.
Proper measurement ensures the best fit for horse and rider. Fitters assess horse shape, take measurements, and advise on suitable saddles for safety, performance, and comfort.
A qualified saddle fitter can measure and try different saddles, taking photographs to assist with the correct fit.
Yes! Use the Build My Baines digital saddle builder to customise colours, materials, seat, gusset, knee pads, flaps, cantle, welt, and stitching. Save designs and use with your fitter to place an order. Free to use.
All saddles have laminated beechwood trees. Trees can be widened by Frank Baines or a qualified fitter. Narrowing is not recommended.
Flocked with real wool. Recommended to check saddle after ~12 weeks for proper settling.
Serial number under near-side flap on sweat flap. Helps locate model, size, colour, fit, specifications, and date of manufacture. Can be used to verify authenticity.
Contact us with your query and we will provide further information.
Saddle and
Leather Care
Wipe with a damp soft cloth, then buff with a clean dry cloth. Sign up for the saddle configurator to view patent leather range.
Remove mud and sweat with a damp sponge, dry, and apply leather treatment. Wash saddle pads per manufacturer instructions. Check leather for cracks, stitching, and repair if necessary.
Use warm soapy water and circular motions for light cleaning. Leave to dry away from direct heat. Buff with dry sponge. Do not oil.
Use a dry antistatic cloth or soft-bristled makeup brush for light dust. For heavier dirt, use lukewarm water on a damp lint-free cloth. Sign up for the Saddle Configurator to view crystal options.
Store in a dry place away from heat, sunlight, and damp. Clean and moisturise before storing. Use saddle cover. Do not stack saddles. If wet, dry naturally away from heat.
General cleaning: Wipe down with damp cloth after each use, use soft cloth/sponge with warm water for heavier dirt, avoid abrasives and solvents, reach underside and between flaps, dry metal fixings.
Conditioning: Use Frank Baines Leather Balsam periodically to maintain oils and suppleness. Complimentary pot included; extra available online. Treat more often in summer.
Wipe dust and marks with soft cloth. Avoid water; if wet, blot and dry naturally. Avoid scratches and direct heat/sunlight. Treat regularly with Frank Baines Leather Balsam.