FAQ

We know shopping online should feel easy and secure, so we’ve answered the most common questions to help you shop with complete confidence.

👜 Orders & Shipping

Q: How long will it take for my order to be shipped?
All orders are shipped within 24 hours (Monday–Friday) via Australia Post. You’ll receive tracking details as soon as your order has been dispatched.

Q: What are your shipping rates?

  • Standard Shipping (Australia): $18

  • Express Shipping (Australia): $23

  • International Standard Shipping: $45

Q: How long does delivery take?

  • Standard: 3–7 business days (depending on your location)

  • Express: 1–3 business days

  • International: 7–14 business days

Q: Do you offer local pickup?
Yes! We offer local pickup from Runcorn, QLD 4113.
To organise pickup, please contact us through the chat feature on our store before placing your order or after checkout so we can arrange a suitable time.

💳 Payments & Security

Q: Is it safe to shop on your website?
Absolutely. Our checkout is powered by Shopify’s secure payment gateway, which uses encryption to protect all personal and payment details.

Q: What payment methods do you accept?
We accept Visa, Mastercard, AMEX, PayPal, Apple Pay, and other secure payment options available at checkout.

👜 Products & Quality

Q: Are your items genuine?
No — these items are not authentic designer pieces, but are 1:1 quality replicas. Our products closely mirror the original designs, offering you the same look and feel without the high price tag.

Q: Do your bags come with packaging?
Yes! Handbags typically include dust bags or boxes, unless otherwise stated in the product description.

🔁 Returns & Exchanges

Q: Can I return or exchange my purchase?
We thoroughly inspect every item before shipping to ensure it arrives in perfect condition. If there’s any issue with your order, please contact us immediately upon receiving it.

To qualify for a return:

  • The item must be unused, in its original packaging, and in brand-new condition.

  • Items with removed original packaging or tags are non-refundable.

Q: Where do I send returns?
📦 Returns Address:
Parcel Locker 1010154503
661 Compton Road, Sunnybank Hills, QLD 4109

Q: How long will my refund take?
Once your return is received and inspected, your refund will be processed within 3–5 business days to your original payment method.

✉️ Customer Support

Q: How can I get in touch?
We’re always happy to help!
📩 Email: contact@thesaddle.com.au
📍 Location: Runcorn, QLD, Australia
📮 Postal Address: Parcel Locker 1010154503, 661 Compton Road, Sunnybank Hills, QLD 4109

You can also message us directly through our on-site chat for quick assistance.

💌 Other Common Questions

Q: How can I track my order?
Once your order ships, you’ll receive an Australia Post tracking link so you can follow your parcel from dispatch to delivery.

Q: What happens if my parcel is delayed or lost?
If your tracking hasn’t updated for several days, please contact us. We’ll liaise with Australia Post to resolve the issue promptly. Your satisfaction is our top priority.

💖 Our Promise

At The Saddle, we believe luxury should be accessible and effortless. Every order is carefully packaged, shipped quickly, and handled with care — so you can shop confidently, knowing you’re in safe hands.