FAQ

CUSTOMS PAYMENTS & BREXIT

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?

No. 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 to 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 - £10.00
Rest of the World Tracked - £12.00
DHL Next Day Express - calculated at Checkout 
 

UK Standard shipping is free with orders over £85

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). 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.

 

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 occasionally 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 and within our T's and C's.   Click on the link at the bottom of the page to view our Returns and Refunds info. Send us an email to info@blackheartequesrian.com to confirm the order status. Then simply print the Returns/Exchanges Form which is in a PDF file and enclose with your items.  Post to the address on the form.  

 

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 asap at info@blackheartequestrian.com 

 

SALES AND REDUCED TO CLEAR PURCHASES

All sale and discounted items are non refundable 

 

BLACK FRIDAY AND OTHER SALES

Sales made during our Black Friday Sale and any other sale applying a relevant discount code are eligible for exchange only.  Items may be exchanged within 14 days of receipt of delivery for a different size or goods to the same value as the purchase price.

Due to high volumes,  if the discount code has not been applied during checkout, unfortunately this cannot be rectified after the fact.  Furthermore, if any changes to the order are required, please contact us IMMEDIATELY as there is only a very small window of opportunity before orders are processed and dispatched.

  

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 and we will be happy to help. 

 

ARE THE LEGGINGS SUITABLE FOR THE GYM?

Absolutely! They have been designed to be multi-purpose, from hack out to work out.  We have thoroughly tested them to ensure they are squat proof.  However, it is important that 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.

 

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.   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 click here and Pay Later click here.

 

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.