Refund policy
Return Policy
If your Saddle Side Up purchase isn’t the right fit, you can request a return or exchange within 14 calendar days of delivery. Items must be unworn, unwashed, unaltered, and in their original condition, with all original tags attached.
Starting a return
To request a return or exchange, email hello@saddlesideup.com within 14 calendar days of delivery. Include your order number, the items you’d like to send back, and whether you prefer a refund or exchange. For an exchange, tell us which size or item you’d like instead. Your order number is in your confirmation email.
We’ll reply with authorization, a prepaid shipping label, and instructions. Please arrange your return with us by email before shipping it. Unapproved shipments may be returned to you without processing.
Once your label is issued, you have 14 calendar days to hand the package to the carrier. The carrier must scan it within that period; creating the label alone does not complete your return. Expired labels cannot be used. Contact us before sending a late return, as it may no longer be eligible. Keep your drop-off receipt until the return is complete.
Item condition
You’re welcome to try on your purchase indoors. Please keep the tags attached and take care to avoid marks, scents, or damage. We inspect every return and may decline items that cannot be resold, including those with:
- Stains, discoloration, makeup, or deodorant marks.
- Smoke, perfume, other odors, pet hair, or debris.
- Snags, holes, tears, alterations, or signs of wear or washing.
- Missing or detached original tags.
If an item does not meet these requirements, we’ll explain why it was declined and contact you about next steps. For an issue that was present when your order arrived, follow the damaged or incorrect item instructions below.
Return shipping and refunds
For an eligible return, a $7.95 return shipping fee is deducted from your refund for each return shipment, regardless of how many items it contains. Original shipping charges are nonrefundable, except when the refund is due to our error or a refund is required by law.
We refund the amount paid for accepted items, including applicable tax, to the original payment method. Any amount paid with a gift card is returned as store credit or a replacement gift card. For orders paid partly by gift card, each portion goes back to its corresponding payment method or gift credit.
We typically inspect and process returns within 3–5 business days after receiving them and email you when processing is complete. Your payment provider may need additional time to post the refund. Business days are Monday through Friday, excluding U.S. holidays.
Exchanges
Your first exchange per order includes a prepaid return label and shipping for the replacement at no charge. Request it within 14 calendar days of delivery and send the original items back within the label’s 14-day window. The same item-condition requirements apply.
Exchanges depend on availability and are processed after we receive and approve the original items. If the replacement costs more, you’ll pay the difference; if it costs less, we’ll refund the difference. If your selection is unavailable, we’ll contact you about another option or a refund.
Any further exchange is subject to shipping charges, which we’ll confirm before proceeding.
Final sale items and gift cards
Items identified as final sale at the time of purchase and gift cards cannot be returned or exchanged, except where required by law. A discounted item is not automatically final sale; look for a final sale notice before ordering.
Damaged defective or incorrect items
If something arrives damaged, defective, or different from what you ordered, email hello@saddlesideup.com as soon as possible, ideally within 48 hours of delivery. Include your order number, a short description, and clear photos of the item and any damaged packaging. Please keep the item and packaging while we review the issue.
Avoid wearing, washing, altering, or repairing the item before contacting us. If a defect becomes apparent later, please still get in touch. The 48-hour request helps us investigate promptly and does not automatically exclude a later report. We’ll review the issue and arrange an appropriate resolution, including any necessary return shipping at our expense when the problem is ours.
Questions about your return
Contact hello@saddlesideup.com with your order number. Please include only the items authorized for your return, as we cannot guarantee recovery of unrelated items sent by mistake. This policy does not limit any rights you have under applicable consumer law.