Extended Christmas Returns - Purchases made in December can be returned until 17th January 2020

FAQ

Where Can I Buy 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 News page and 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 to Riders and can I Get Free Products to Review?

Unfortunately we are not currently looking for sponsored riders or brand ambassadors.  

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

Where are Your Products Made?

Black Heart’s products are exclusively British designed.  We source eco-friendly manufacturers and suppliers from all around the world.  We make sure that everything complies with international laws regarding ethics and working conditions. 

How Much is Postage?

We offer three options for delivery in the UK:
Standard Tracked Delivery - £4.00
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 £75

Please see our Shipping and Delivery page for further information. If you have any queries please drop us an email to info@blackheartequestrian.com

 How Do I Return or Exchange 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 in the footer to view our Returns and Refunds Policy. Simply print the Returns/Exchanges Form which is in a PDF file and enclose with your items.  Post to the address on the form.  If you can't find it or are unable to print it, just drop us an email and we can send one to you electronically.

 Can I Exchange or Get a Refund On Sales Items?

*All sale and discounted items are non refundable or exchangeable*

 

Black Friday Sale

Sales made during our Black Friday Sale using the 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.

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 

Can I Cancel an Order Once it Has Been Placed?

Yes as long as it hasn’t been despatched. Please contact us immediately and we will arrange this for you.   If the item has been despatched, unfortunately we are unable to cancel the order.

I Need More Information About a Product

We try and provide a full description with information regarding make, fabric, fit and style on the individual product pages, but if you can’t find everything you need on the website, feel free to drop us a line to info@blackheartequestrian.com  

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 and not overstretched!

Colours and Product Descriptions

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

Please take care with your technical products to avoid contact with abrasive items such as velcro as this can damage the soft micro fabric.

Washing instructions are provided in the product descriptions. We have made sure that all of our product designs have been vigorously tested by riders and have selected the best fabrics for the job. It is important to note that fabric conditioning products can occasionally affect the printing or trims on items, therefore washing instructions must be followed as no refund can be offered for any resulting defects.  Printed and silicone items on our products can be damaged by ironing and direct heat sources.  Please refer to 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 currently working on a range of biodegradable packaging.

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.