FAQ 2023
CUSTOMS PAYMENTS
Black Heart Equestrian operates on a Delivery Duty Unpaid (DDU) basis which means that the buyer is responsible for any import duties, taxes and customs which may be necessary to release an order from international customs.
Following the UK leaving the EU on 1st January 2021 (BREXIT), there have been some changes to customs and duty charges for EU customers. Tax and import duty varies from country to country so we recommend you check first with your local tax office to see if any fees will be payable.
If the customer refuses to pay any duty and customs charges and the parcel is returned to sender all shipping charges will deducted from any refund. No refund will be made until the returned parcel has been received by ourselves. Please note that parcels that have been 'returned to sender' can take up to 3 months to arrive.
WHERE CAN I PURCHASE YOUR PRODUCTS?
We are an online retailer based in Sheffield, UK and sell worldwide. We don’t currently sell through shops, retailers or other websites. You can sometimes find us at major horse events in the UK - details will be posted on our Social Media.
DO YOU SELL OTHER BRANDS?
We only sell our own Black Heart Equestrian products which have been created by riders for riders. We are passionate about design and quality at an affordable price and be assured, as riders ourselves, we have vigorously tested the products!!
DO YOU OFFER SPONSORSHIP?
Regretfully, we are not currently looking for any brand ambassadors or sponsored riders at this time. We receive a large number of sponsorship and brand ambassador enquiries every day so we hope you will understand that it isn't always possible for us to respond personally to all of them.
DO YOU SHIP ABROAD?
We ship worldwide - just enter your country at checkout. If you have any queries about shipping see our Shipping/Delivery page for more info or drop us an email at info@blackheartequestrian.com
We strongly recommend using DHL Express Courier shipping if you are ordering from the Russian Federation, Iran, Venezuela, Pakistan, South Africa, Bahrain, Kuwait and Saudi Arabia.
HOW MUCH DOES SHIPPING COST?
We offer three options for delivery in the UK:
Standard Tracked Delivery - £4.50
Express Tracked Delivery - £7.00
DHL Next Day Express - calculated at Checkout
For international orders:
Europe Tracked - £12.00
Rest of the World Tracked - £15.00 AUS/NZ £20.00
Oman, Quatar, Saudi Arabia & UAE are DHL Express only
DHL Next Day Express - calculated at Checkout
UK Standard shipping is free with orders over £100.00
Please see our Shipping and Delivery page for further details.
CAN I SHOP IN A DIFFERENT CURRENCY THAN GB POUNDS?
Yes! Click the 'Change Currency' link at the top of the Home page, and you can change the site currency to US, Canadian, Australian Dollars, Euros or Yen. Currency conversion is provided only as a guide and your order will be billed in GBP (shown when you view your basket) at your bank/provider's exchange rate. Conversions do not include credit card fees or other charges, and may differ from the exchange rate used by your card provider or PayPal.
HOW DO I ORDER?
When you have made your selection, choose your size, and click ‘Add To Cart’. If you are ready to complete your purchase navigate to the Shopping Cart icon at the top right menu, and select your Delivery service. Then either select ‘Checkout’ to pay via credit card, or choose Paypal, Amazon Pay, Apple Pay, Google Pay or Klarna, to be led through the checkout process.
HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?
We will notify you by email with dispatch and tracking information when your order has shipped.
If you have purchased Royal Mail shipping, you can track your parcel here.
If you have purchased DHL shipping, you can track your parcel here.
CAN I CANCEL MY ORDER?.
We are unable to cancel orders once they have been placed however you have 14 days from receipt to return them for a full refund. Please check your order carefully before proceeding through check out, we will always try and assist with errors however as our orders are shipped out very quickly it may not always be possible.
WHERE IS MY ORDER CONFIRMATION?
Order confirmation emails are sent automatically after an order is placed. If you use Hotmail or Gmail please check your Junk folder for your confirmation, in case your Settings send it there! If you still cannot locate it, double check the email used for spelling errors.
HOW DO I RETURN AN ITEM?
We understand that you may wish to return unsuitable items and we are happy to help you select a replacement item or we can offer a full refund if required. Please check our Returns page for the downloadable Returns Form and further information.
ERRORS WITH MY ORDER
If you think there is an error with your order or an item is missing, please check the dispatch note sent with your order then email us at info@blackheartequestrian.com
SALES AND REDUCED TO CLEAR PURCHASES
All sale and discounted items can be returned for store credit only within 14 days of receipt and are non refundable
Please see our Black Friday FAQ page here.
HOW DO THE CLOTHES FIT?
We offer detailed descriptions for each product and how each item fits. It will say in the product description if the sizes vary from the norm and if they do, we will make recommendations to size up or down depending on the tailoring and fit. We also try to indicate the size the model is wearing and her usual size to help you gauge the fit yourself. Any queries, please email us and we will be happy to advise.
ARE THE LEGGINGS SUITABLE FOR THE GYM?
Absolutely! They have been designed to be multi-purpose, from hack out to work out. Whilst we have thoroughly tested them to ensure they have good coverage it is important they are a good fit as Lycra is a transparent thread so if they are overstretched they may not be squat proof.
COLOURS AND PRODUCT PHOTOGRAPHS
We have taken great care to ensure that the product photos on our website are presented as accurately as possible. However colour clarity will depend upon your own personal monitor or screen. Social media posts and customer photos may differ slightly in colour from the actual products. There may be some variations with the colour between products as different fabrics take the dye differently.
PRODUCT CARE
It is important you take care of your clothing to give it the longest life possible!
All of our product designs have been vigorously tested by riders and have selected the best fabrics for the job, however avoid contact with abrasive items such as velcro as this can damage the soft micro fabric and potentially cause fraying of the seams. Synthetic saddles can cause friction with soft micro fibre leggings and may result in localised piling (bobbling). Riding without long boots or half chaps can occasionally result in piling from rubbing against stirrup leathers. Piling fabric is not a manufacturing fault and will not affect the performance of the leggings, therefore refunds or exchanges are not possible.
Avoid using fabric conditioning products as these block the pores in the fabric and may also affect the printing or trims. Printed and silicone items on our products can be damaged by ironing and direct heat sources. Further details can be found in the 'Product Care Guidelines' included with your purchase or the section titled 'Caring for your Technical Items' in the footer below.
ENVIRONMENT AND SUSTAINABILITY
We are working towards a better environment and proudly manufacture our products in an ethical and eco-friendly way. Many of our products are made from PET fabric which is made using recycled plastic bottles spun into Lycra. Our factory holds a National Sustainable Development Award and also a Carbon Footprint Certification for their positive efforts towards a greener environment.
We are proud supporters of the environmental charity ONE TREE PLANTED. For every $1.00 donated One Tree Planted will plant a tree to assist the reforestation efforts around the world, to help improve the environment, create a healthier climate and protect biodiversity.
KLARNA
For further details on Klarna payments Pay in 3 please and Pay in 30 click here.
Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.
FEEDBACK
We are always striving to improve our products and service and welcome feedback from our customers. In the event of you having a complaint or problem with any aspect of our products or service, please contact us on info@blackheartequestrian.com We will try to rectify any problem quickly and effectively.