Frequently asked questions
The answers we give most often, grouped by theme. If the one you are looking for isn't here, write to us: the contact form goes straight to the atelier.
Orders and shipping
A made-to-measure saddle is worked by hand in the atelier: allow around 6-8 weeks from the moment the configuration is confirmed. Catalogue items already in stock follow ordinary shipping times.
As long as the work has not gone into production, yes. Write to us as soon as you can, quoting your order number: we will confirm whether the change is still possible and whether it affects the price.
In your account, under "My orders": there you will find the current status of every order, the items, and any measurements recorded at the time of configuration.
Shipping terms, the countries served and the corresponding times are set out on the Shipping page. For destinations that are not listed, write to us: we look at them case by case.
Product and configuration
The Freeform fits a wide range of conformations precisely because it has no rigid tree, but the result depends on placement and padding. The configurator collects the measurements of the withers and the width and length of the back; if you are unsure, send us a few photographs of the horse standing square and we will give you our view.
The standard size uses the most common combinations of seat and flaps and is the quickest route. Made-to-measure starts from the horse's measurements and from your own position in the saddle, and allows the seat length, the cut of the flaps and the padding to be changed.
Yes, and it is one of the reasons the saddle is modular: seat, flaps and panels can each be replaced on their own, without changing the saddle.
Yes. A treeless saddle works through the saddle pad: you need one with a spine channel, to clear the spine and spread the load. The guide on positioning covers it in detail.
Care and maintenance
By taking the components apart, brushing them dry and using neutral soap with a barely damp cloth, then air-drying away from any source of heat. The full procedure is in the guide "How to clean a Freeform".
Three or four times a year in normal use, more often if you ride daily or in a hot, dry climate. Always in a thin coat, and always on dry leather.
Yes, following the label: usually a hand wash or a delicate cycle below 30° with neutral detergent, no fabric softener. Dry them flat and in the air — never in a tumble dryer.
Warranty and returns
Consumer purchases are covered by the 24-month legal guarantee of conformity provided for under European law. The atelier's own terms and the exclusions are described on the Warranty page.
Items made to measure are subject to different rules from catalogue items. The conditions that apply are set out on the Returns and refunds page: read them before you confirm the configuration.
Write to us with your order number, a description of the problem and a few photographs. We will assess the report and tell you whether it is a warranty job, a repair in the atelier, or an adjustment you can make yourself.
Account and billing
In your account, under Billing: there you will find a summary of the documents linked to each order.
You are free to browse and configure, but an account makes it far simpler to follow your order, find your saved configurations again and manage your documents.
From your account. If the order has already been invoiced, write to us as soon as possible: once the document has been issued, changing it requires a credit note.
Didn't find your answer?
Write to us from the contact form: we reply within one working day.