FAQs

Get answers to your questions about products, manufacturing, embroidery, orders, shipping & returns, warranty and stockists.

Products

What products are available?

We are launching with a core range of our most popular designs at the end of June. You can browse the full range here: Shop All. A second phase of additional best-selling products will be released later this summer.

What colours are available?

Our initial range includes our best-selling colours: Black, White, Navy, and Brown. Additional colour options will be introduced in future.

What are the benefits of a gullet-free saddle pad or numnah?

Our gullet-free designs retain all the natural benefits of wool, while reducing bulk and enhancing spine clearance to help minimise pressure. The result is improved breathability, promoting greater airflow, comfort, and performance.

Have there been any design changes?

While our core product designs remain the same, we have made small refinements. These include re-introducing premium quilting, making all saddle straps short as standard, and updating girth straps for a neater finish without velcro. If you have specific questions about changes (such as straps or fit), please contact our team.

Can I choose strap length?

All standard models come with short straps. Longer straps can be added at an additional cost. Please contact us for a quotation.

Product Availability

The product or colour I want isn’t available, when will it be back?

We are currently introducing our most popular colours. If you are interested in a specific colour, we can produce custom orders (minimum of 20 units) with a lead time of 6–8 weeks.

Materials & Wool

What is the difference between standard wool and premium wool?

Both options help prevent pressure points and provide excellent comfort. Premium wool is thicker and denser, offering increased cushioning and support.

Why are gullet-free saddle pads and numnahs more expensive?

Gullet-free designs use premium wool and require more intricate manufacturing, resulting in a higher price point.

Why are saddle pads and numnahs no longer called ‘HiWither’?

Advances in saddle pad design mean that most products now incorporate a high-wither fit as standard. While our products still feature this design, we have updated our naming to better reflect the full range of fits and styles available.

What’s the difference between a numnah and a saddle pad?

A numnah is shaped to follow the outline of your saddle, offering a traditional and neat appearance. A saddle pad is square-cut, providing greater coverage and space for embroidery if desired. Find out more about our embroidery options here.

Do you offer bulk discounts?

For bulk or trade enquiries, please contact us directly to discuss pricing. We can also accommodate custom colour orders (minimum order of 20 units) with a lead time of approximately 6–8 weeks.

Care Instructions

How should I care for my NuuMed numnah or saddle pad?

Our products are machine washable. Before washing, fasten any Velcro straps and remove any shims if included. Wash on a gentle 30°C cycle, ideally inside out and separately from fleece items.

Some natural wool shedding may occur during washing, this is normal. After washing, gently reshape the product while damp and allow it to air dry.

For full care guidance, please read our detailed care instructions here: How to care for your NuuMed saddle pad or numnah.

Manufacturing

Where are NuuMed products made?

All NuuMed products are proudly manufactured in our factory in Northamptonshire, UK.

Where does the wool come from?

We source our wool from Yorkshire.

Embroidery

Do you offer embroidery?

Yes, we offer custom embroidery on selected products.

Is there a setup fee for a logo?

Yes, there is a one-off setup fee of £25. This fee is not charged on repeat orders. For particularly intricate designs, we may need to provide a custom quote.

What affects the price of embroidery?

Pricing depends on the size and complexity of the design. In addition to the setup fee, logo embroidery is typically £15 per logo. For example, embroidery on both sides of a saddle pad would cost £30.

What size can my logo be for competitions?

For most affiliated competitions in the UK, logos on saddle pads must not exceed 200 square centimetres (approximately 14cm x 14cm). However, in non-FEI cross country phases, larger logos may be allowed. Always check the specific rules for your discipline before ordering a custom saddle pad. For more detail, check out our full guide on saddle pad logo rules on our NuuMed blog.

Do you offer custom designs?

Yes. Whether you would like modifications to a stock item or a fully bespoke design, please contact us at info@nuumed.co.uk or +44 (0)1536 771051.

Orders

My order got cancelled - why?

If your order was canceled, it is likely due to one of these reasons:

1. You placed an order to a PO box, military address, or a forwarding company. 

2. You placed an order to an area where we do not ship.

We reserve the right to cancel orders for any of the reasons mentioned above. If your order is canceled you will receive an email that confirms the cancelation of your order and the refund will be issued at the same time. The refund should appear back into your account in 1-7 business days.

You still don't know why your order was canceled? Please reach out to our customer service!

I'm missing an item from my order?

Some of our products are sent in separate shipments because of packaging.

Although they should arrive at the same time, occasionally the separate shipments may arrive at slightly different times. If you're in doubt, please reach out to our customer service - we'll get to the bottom of it!

I've received the wrong item(s)?

If you've received the wrong item(s), please contact our Customer Service team.

Please include an overview photo of the product you've received and your order number. We'll do our best to handle this as quickly as possible!

Shipping

What's the delivery time?

Our delivery time can vary slightly depending on your location and the type of product.

At checkout you should receive an expected delivery date. If we have to manufacture your product and the delivery date is different to the expected date provided, we will contact you on receiving your order.

Custom products are made to order, with a standard turnaround time of 14 days. An express service is available on some products during the design stage.

For enquiries on individual items, please contact us.

As soon as your order is shipped, you'll receive a shipping confirmation from us with details on how to track your order.

I can't track my order

After the order is shipped you will receive an email with tracking info. The shipping carrier will also reach out in a separate email/SMS with more information about the delivery of your order.

Do I have to pay customs or taxes?

All orders from nuumed.co.uk are shipped DDP (Delivered Duty Paid). This means that the cost of customs/tax is included in the price you see during checkout. You will not receive any additional customs or tax after you've placed your order.

If you are experiencing this issue, please contact us, and we'll help you out! Please include your order-number and tracking-number in your request for us to be able to help you as quickly as possible.

What countries do you ship to?

At NuuMed, we are constantly working on growing our shipping network. At the moment, we ship to most countries within the EU, USA, Canada, Australia, Switzerland, and Norway.

This is a complete list of countries we currently ship to (alphabetically sorted):*

Australia, Austria, Alaska, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States.

PS: If your country is not on the list, please contact us to see if there are alternative arrangements we can make. If not, we recommend trying to find a reseller that offers to ship to your region/worldwide.

Can I ship an order to a PO-box or use a forwarding company?

Unfortunately, we do not ship to PO boxes or ship to forwarding companies due to address verification issues. If you place an order addressed to a PO box, it will most likely be canceled within 3 business days and you can expect your refund shortly after this.

Check in on this article at a later date in case this changes.

Returns

Can I return my order?

Having second thoughts? No hard feelings! You can start the return process here.

Before we get the ball rolling, please make sure of the following for your return to be approved:

  • The product is not customised
  • The return is initiated within 30 days of your order date
  • The product is unused and undamaged
  • All labels/tags are still attached to the product

Should the criteria mentioned above not be fulfilled, the product will be sent back to you and you won’t be refunded.

We will request your order information. After this, print out the provided return label and slap it on your box and take it to the closest drop-off point for the carrier you selected.

When we've received the returned item, our team will process the return to make sure the criteria mentioned above are fulfilled. If they are, a refund will be issued. At this point, please allow 2-7 business days for the reimbursement to be back in your account, depending on your bank.

*Except for Australia and Canada: The return costs have to be paid by the customer and will not be reimbursed. The price of returning will depend on your location and what product(s) that are returned. You'll get the final cost when initiating a return.

I am waiting for my refund

If you find yourself waiting for your refund please remember the following:

  • Returns typically arrive at our warehouse facilities 8-12 business days after shipping. Our warehouses will at this point require 1-3 business days to process your return and to make sure all the return criteria is met.
  • At this point, please allow 4-10 business days for the reimbursement to be transferred back to your account.
  • The amount will automatically be refunded to the same card you used when placing the order.

If you haven't heard from us (or received the credit memo) within 14 business days after you initiated your return, please send us a message here.

Warranty & Repairs

How do I submit a warranty claim?

To report an issue or submit a warranty claim, please contact us for guidance.

Do you offer replacement straps and repairs?

Yes. In addition to our warranty, we offer repair services for damaged straps at an additional cost. Please contact us with details and photos, and we will advise on the repair process, pricing, and return instructions. A full pricing list will be available soon.

Stockists

Where can I buy NuuMed products?

NuuMed products are available online and through selected retailers and stockists. A full list will be published soon.

Can I become a stockist?

Yes, we welcome trade enquiries. Please contact us to discuss becoming an authorised stockist.

General

Can I speak to someone directly?

Yes, our team is available via phone or email and will be happy to assist you: Contact us.