Frequently Asked Questions
Can I ask questions about my order?

You can contact our custumor service here: Link

Device to adapt the width of a Stübben saddle tree.

When developing this tool four factors were particularly important:

The current dimensional stability, that characterizes a Stübben steel spring tree like no other, must remain after the adjustment.

Even after altering, the tree must be absolutely symmetrical.

The previous sitting experience must remain the same, i.e. the change of the gullet is not effect the side cut of the saddle tree in any way.

The complexity of the work and the cost resulting from this for the rider should be in line with the market, and affordable.

What is the basis for choosing the correct tree width or tree size of a saddle? Is there a way to approximately determine the tree width for a certain type of horse?

Tree width or tree size is only relevant if it is not flexible. The tree points have the purpose to retain the position of the saddle tree behind the shoulder of the horse. The correct width of the tree (in our saddle trees this is the distance between the tree points, see illustration) depends on the anatomical conditions, i.e. the bone structure of the horse. According to horse type, the following categories can be determined:

Thoroughbred, high and narrow withers (narrow shoulders): tree size 27-28 or A-B, tree type II

Warmblood, medium high to normal withers (normal shoulder width): tree size 29-30 or C, tree type II

Heavy warmblood, flat and wide withers (wide shoulder): tree size 31-32 or D-E, tree type II

What type of saddle should I choose?

Before making a decision, you should consider a few questions. Ask yourself: How will I use the saddle in the first place? Am I a leisure rider or an ambitious competitor? Am I the only one to use the saddle or will I share it with others? If I am a jumper or dressage rider I would normally look for a saddle that is adapted to my equestrian discipline. As a leisure rider, however, I would look for a multi-functional saddle that can be used for riding indoors and for hacking out. If I have to share the saddle with another rider, it is important that the other person's height and weight are similar to mine. If you have answered all these questions you will decide either in favour of a special saddle or a general purpose saddle. But: The crucial factors for the wellbeing of horse and rider are the adequate tree width, the cut of the saddle and the seat size. These are the essential variable parameters in a saddle. Type and colour of the leather, and manufacturing criteria are subject to personal taste and may have to be decided with your budget in mind. Although they define the saddle model and its name, they are not conclusive with regard to the other criteria. So in the first place, a saddle has to fit your horse and you, and secondly you have to consider its intended use. You should therefore seek advice in a good saddle and tack shop.

What is the most effective saddle care?

All our saddle models are made of full grain leather with a transparent dye. The leathers are therefore breathable, which means they absorb and release moisture. Being a piece of sports equipment, however, the saddle is under extreme strain. Your boots rub on the saddle flap, while seat and skirt are extremely worn by intensive sitting. Symptoms of wear and tear are therefore inevitable. To ensure a long life cycle of the saddle it is therefore important to give the leather adequate and regular care. All visible parts of the saddle should be cleansed with saddle soap. The soap opens the clogged leather pores and keeps them breathable. But saddle soap is not enough. The salts contained in the sweat will gradually dry out the leather, rendering it chapped and porous. To prevent or counteract this, the leather should therefore be regularly refattened. For this purpose we recommend our care product "Stübben Hamanol", which is best applied with a moist cloth. Allow the product to be absorbed and rub the surface again with a dry cloth. <b>Effective care means care in moderation.</b> Leather is preserved animal skin which can absorb only as much fat as it loses during use. Applying too much fat or even oil, will render the material scaly or limp. Its life cycle will be considerably shortened.

Do Stübben supply saddles made to measure?

We should in the first place define the term "made to measure". What does it actually mean? "The saddle should fit horse and rider equally well", would certainly be the most frequent answer. When manufacturing our saddles, we consider three variables: Tree width – important for the specific type of horse, seat size – important for the rider's weight, and finally the cut – important for the rider's height. These variables are then applicable to the different purposes, such as dressage, jumping and general purpose. If we extrapolate all these options and add the current characteristics of the leather and the specific make that define our models, we will arrive at a five digit number of possibilities. To select these possibilities means to make a saddle to measure. You should seek the advice of an experienced saddle and tack dealer.

Is there a way to recognise the quality of saddle and bridle?

For the non-professional it is often difficult to tell good quality from inferior material. Trust your senses! Go by smell, appearance, sense of touch! Good leathers have a pleasant smell that comes from the natural tanning agents and fats. Look at the surfaces. Do they look natural or artificial? Touch the leather. Does it feel nice in your hand with a robust grain or ist it soft and limp to the touch? And what about the seams and edges? If you still have doubts, trust the brand label, because a quality manufacturer will not only be liable with his name but also risk his reputation. You should trust your experienced saddle and tack dealer.

What should a good saddle and tack shop do for me?

Being a retailer or dealer means to render a service. The good retailer provides his or her knowledge and presents a comprehensive product range which has to meet all kinds of demands. Considering the multitude of products offered on the market, the retailer has to make a selection and is unable to stock all products and brands in their whole product mix depth But this depth is what you are looking for. The smartest breeches in your favourite colour are useless, if your size is not on the rack. The same applies to saddles or boots. If despite the generally good product mix depth the saddle that fits you and your horse is not available in the shop, the retailer will ask you to put up with a short delivery time and not talk you into the purchase of an unsuitable model. Nowadays, fitting the saddle on the horse is a standard procedure for a good retailer. Good retailers will also handle small repairs. They have competence and try to get your confidence and goodwill. All this will only be feasible, if you as a customer are willing to reward this service financially.

Can you recommend a retail shop?
How does the ordering process work?
  1. Add the items you wish to order to your shopping cart. You can see the contents of your shopping cart at any time by clicking on the "Shopping Cart" link on the top right-hand side of every page (first step in ordering process).
  2. From the shopping cart, you will then proceed to the checkout. In the event you already have an e-shop-direct account, you may enter your login information now (e-mail address + password). If you do not have an account, you will create one now.
  3. During the next step, you will choose your delivery and payment methods. Depending on the selected payment method, you will be directed via a secure SSL connection to your payment service provider in order to enter your payment information. As a guest payer on PayPal, you will only be directed to the corresponding page to enter your bank information once you have submitted the order to us.
  4. Specify your billing and delivery address in the payment section.
  5. In the final step of the ordering process, verify that all of the information you entered is correct. If you would like to make changes to any of the information you entered, simply click on the step you would like to go back to in the ordering process chart on the top of each page. If all of the information is correct, click on the "Submit Order" button.
  6. We will send you an order confirmation e-mail as soon as we receive your order.
Will my payment information be saved?

We do not save any of the payment information you enter. The entry takes place directly with your payment service provider. 

Can I modify the contents of my shopping cart?

You have the possibility to view the contents of your shopping cart at any moment during the shopping experience. These contents can be modified at any time. You have changed your mind about an item or would like to increase the quantity of one of the items already in your cart? You can delete or change the quantity of any of the items in the shopping cart. Only after you have submitted the order is it no longer possible to make changes.

How can I pay at e-shop-direct.com?

In all e-shop-direct.com shops, you have the possibility to pay by credit card (MasterCard or Visa), PayPal, or as a PayPal guest. In certain countries, you may also opt for a convenient payment by invoice. If you decide to pay by credit card, then you must also enter the card's SecureCode. This code has either been provided by your bank or you have defined it yourself. For any questions on this matter, please contact the bank that issued your credit card. PayPal also lets you pay by this method even if you don't have a PayPal account. PayPal offers a variety of payment options specific to each country.

Can I enter a different delivery address?

You may indicate a different delivery address (such as your work address) during checkout. For security reasons, this option is not available for payments by invoice. This is to prevent others from ordering goods on your behalf and having them delivered to another address without your knowledge.

Is it possible my order will arrive in multiple deliveries?

In the event we are unable to deliver your order in one shipment, the order will be split into multiple deliveries. You will be informed in such an event. You will not be charged additional fees in this case.

Does e-shop-direct.com have a minimum order amount?

You can shop at e-shop-direct.com, starting from a minimum order value of 0,00 EUR.

How much does delivery cost?

The amount of delivery fees we charge corresponds to the amount charged to us by the corresponding parcel service or forwarding agency. The exact delivery fees are displayed in your shopping cart before you submit your order. You will have to be logged in or have registered so we can identify your delivery address and calculate the exact amount of the shipping fees.
You will not be charged additional shipping fees if we are required to perform multiple deliveries. You always pay the least expensive price, as if everything were being shipped together.

When does the payment transaction take place?

The payment is only authorised once the order has been placed. Your credit card or PayPal account is charged once the goods are ready to be shipped. You will receive an invoice by e-mail at this time. If you are paying by invoice, the 14-day payment deadline begins with the date on the invoice. 

Can I ask questions regarding my order?

You can reach our Customer Care department as follows: link

Is it possible to verify the information I entered?

During checkout, you will have a chance to verify all of the information you provided before the order is sent to us. Something still isn't right? Not a problem. You can, by all means, still change any of the information you provided. Only send us your order when all of your information is correct. You will then automatically receive an order confirmation by e-mail.

When will my order be delivered?

Availabilities vary from item to item and are most often displayed on the product detail page. As soon as the goods are ready to be shipped, you will receive an e-mail specifying how you will be delivered, and once the goods are shipped, you will receive another e-mail with the tracking number so you can track your order.

I received a delivery notice but have yet to receive my order. What should I do?

You will receive an e-mail with a tracking number for the shipment as soon as your order has been dispatched. You can follow the status of the delivery by clicking on the link provided in the e-mail and if necessary, entering the tracking number of the shipment.
For orders shipped by a forwarding agency or via a wholesaler, such detailed shipment tracking is not possible. You will be notified of forwarding agency shipments by telephone.
You are also welcome to call us if you'd like to know the status of a shipment and its scheduled delivery date. You can reach the Customer Care department at the following number:

  • In Germany: 08158 4543862 
  • From abroad: +49 8158 4543862
Can I return the delivered goods?

Yes, you have the right to return the ordered goods. More information can be found here.

What do I have to do if I wish to return the goods?

Only end consumers (and not commercial buyers) may return goods.
You will find a procedure on our homepage which makes returning goods both quick and easy. Log into your account via the "My Account" menu item and click on "Initiate Return".
You can also call Customer Care so we can help get your return underway:

  • In Germany: 08158 4543862
  • From abroad: +49 8158 4543862


You are not required to use the return procedure we have provided. You can also return the goods to the supplier (see invoice and return form). Please place the fully-completed return form inside the return package so the supplier can trace the goods and we can quickly issue your credit.

What do I need to know if my return is to be picked up by UPS?

In Germany, returns can take place via UPS. You have the possibility of dropping the package(s) off at a UPS service point or - upon prior notice - having the return picked up on a weekday at the address of your choice. If possible, pack the item in its original or some other suitable packaging, and then tape the box shut. If you do not have a return label, we will be happy to send you one by e-mail upon request.

What should I do if the delivery is damaged?

If the shipment is obviously damaged upon arrival, unpack the goods in the presence of the deliverer in order to check for damage to the contents. Please always have the deliverer confirm any damage to the packaging in writing. 

And please contact us immediately if the goods inside the damaged packaging have also been damaged.

How does an exchange work?

Only end consumers (and not commercial buyers) may exchange goods.

To exchange an item, log into your account via "My Account". Next, select "Exchange" from the menu. There you will be guided through the process or returning and ordering anew.  You can find more information on returns here.

Can I purchase a gift certificate? How do they work?
  • Yes, gift certificates can be purchased.
  • You can purchase a gift certificate in the "My Account" section.
  • You may use a gift certificate as a means of payment for any online purchase, whether the value of the order is greater or less than the value of the gift certificate. Enter the gift certificate code during checkout in the gift certificate code field under the payment method selection.
  • In the case of a return of an item which was paid for using a gift certificate, the value of the return will be credited back to the gift certificate.
Can I submit a review of the product?

Product reviews are available in selected e-shop-direct.com shops.
You have the possibility to submit a product review under the product description of the particular product.
To submit a review, you must be a registered customer.

Are there any peculiarities regarding deliveries to non-EU countries?

Deliveries to non-EU countries are subject to customs, taxes, and duties. You will need to pay these fees when the shipment is delivered. One place you can find more information on customs is: http://ec.europa.eu/taxation_customs/customs/customs_duties/tariff_aspects/customs_tariff/index_de.htm. For more information on import sales tax, see http://auskunft.eztonline.de/ezto/Welcome.do, or http://xtares.admin.ch/tares/login/loginFormFiller.do, which is specific to Switzerland.

In which languages can the contract be concluded?

You have the possibility of concluding the sales contract in the following languages:

  • Deutsch
  • English
Is there a statutory warranty right for goods?

Statutory warranty rights exist for all goods from our shop.

The entering of personal data during the order and payment procedures is being secured by an SSL-encryption. Outsiders are unable to view the data you enter, since we use a modern 128-bit-technology to provide a secure Transmission.
 
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