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FAQ


Do you Offer Sponsorship to Riders and can I Get Free Products to Review?

We are not currently looking for sponsored riders or brand ambassadors.  

Where Are You Based?

Our Head Office and Design Studio is in Sheffield, UK. However we travel all over Europe competing with our horses so consider ourselves to be pretty ‘international’!

Do You Have a Shop?

We don’t have a shop open to the public but you are very welcome to visit our Design Studio in Sheffield, UK. Contact us first to make an appointment otherwise we will probably be out riding :)

Where Can I Buy Your Products?

We are an online retailer and only sell through our own website.  We don’t currently sell through other shops or 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. 

How To Place an Order

1. Select the product/s you wish to purchase on the Black Heart Equestrian website

2. Select the correct colour and size then 'Add to Basket'.  Select 'Checkout' when you have finished shopping.

3. You will then be asked to input your shipping and billing details, then review to make sure correct, then select 'Place Order'

4. You will receive an email with your order confirmation.  

5. When the item is dispatched you will receive email confirmation with your tracking number.  This tracking number is in the form of a click through link to enable you to track your parcel.

6. We send emails to the email address provided on the order.  If you do not receive a confirmation or shipping email, please check your junk mail and the email address you provided to ensure it is correct.  

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, we have vigorously tested the products!! 

Do You Ship Abroad?

We certainly do! We ship worldwide (if you are based anywhere hot then personal delivery could be arranged!). 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.  Where possible they are British made  but 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.

What Methods of Payment Do You Accept?

We don’t take cheques or cash. You can pay securely online using the following: Visa, MasterCard, American Express, Delta/Connect or Maestro, Apple Pay & PayPal.

Gift vouchers can be redeemed online. Simply enter the website code on your gift voucher into the relevant box during checkout.

 How Much is Postage and How Soon Can I Receive my Purchase?

Being very experienced, expert online shoppers we know how important it is to receive a purchase quickly!  But we also know how expensive shipping can be. We have negotiated hard to get the best prices for shipping and made sure our packaging is as light as possible too!  Therefore we give you the choice with two options - Standard Delivery which is the cheapest but takes a bit longer and Express Delivery which costs more but gets there quicker! (Express is currently only applicable to UK orders.)

Shipping costs are added on at checkout. Please see our Shipping/Delivery page for further information. If you have any queries please drop us an email to 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 as we will arrange this for you.

If the item has been despatched, unfortunately we are unable to cancel the order.

 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.   Click on the link in the footer to view our Returns and Exchanges Policy. Simply print the Returns/Exchanges Form which is in a PDF file in the Returns and Exchanges section.  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*

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 for more details.  

Are the Leggings Suitable for the Gym?

Absolutely! They have been designed to be multi-purpose, from the horse to the gym.  We have thoroughly tested them to ensure they are squat proof!  However, it is important that they are a good fit and not overstretched!

Product Care

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.

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

 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 

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. 

Privacy

Any information you provide will remain private and be stored on our database.  However, this information may be used by Black Heart Equestrian Ltd to improve your shopping experience, enabling us to handle your order, deliver products, process payments and alert you to promotional offers. We may store information about you using cookies which are files sent by us to your computer or other access device which we can access when you visit our site at some point in the future. The cookies we use enable us to save your bag for later, track the opening of our email, track the type of device used to shop etc. Please refer to our Privacy Policy for more information.