How can we help?


General Enquiries

How do I contact Customer Service?

We hope that you are able to find the answers you are looking for in our FAQ. In case you need any extra help please get in touch via email and we will be pleased to help.   We are unable to respond to all social media direct messages so please use the email and we will endeavour to reply as soon as we can.

Our office hours are Monday to Friday 9.00am-5.00pm.


Black Heart Equestrian Ltd,

154 Arundel Street,


S1 4RE

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.

What do you do for the 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.  

Where can I give you feedback?

We appreciate all feedback, positive and negative, we want to hear from you.

We are always striving to improve our products and service, in the event of you having a complaint or problem with any aspect of our products or service, please contact us on  and we will try to rectify any problem quickly and effectively.

Order Queries

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.

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.

Can I amend my order?

We cannot guarantee that we will be able to make amendments to your order, due to our operating and processing times. However, please email any queries regarding order amendments to our team with your order number at info@blackheartequestrian.comand we will do our best to assist you.

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.

My order has been redirected back to you, what do I do?

In the event that your parcel could not be delivered and is returned to our Head Office, you will have 90 days to request reshipment or refund. 

Our customer service team will contact you on receipt of your redirected parcel, to discuss further steps. 

Payment Methods

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.

What payment methods can I use?

We accept online payment in a secure environment by many different payment methods, including debit card, credit card and online payment portals.

Our payment portals include PayPal, Apple Pay, Google Pay, Shop Pay and Klarna.

We currently accept Mastercard, Visa, Delta and Maestro and American Express.

Can I pay with Klarna?

We offer Klarna as one of our payment methods.

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.

Shipping & Delivery

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  

We strongly recommend using DHL Express Courier shipping if you are ordering from the Russian Federation, Mexico, 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  

UK orders over £100.00 are eligible for free standard shipping.

For International Orders:
Europe Tracked - £12.00
Rest of the World Tracked - £15.00 AUS/NZ £20.00

DHL Next Day Express - calculated at Checkout 

Oman, Quatar, Saudi Arabia & UAE are DHL Express only.

*We strongly recommend using DHL Express Courier shipping if you are ordering from the Russian Federation, Iran, Venezuela, Pakistan, South Africa, Bahrain and Kuwait.* 

Please see our Shipping and Delivery page for further details.

When will my order be dispatched?

We aim to ship your purchases within 1-3 working days of receiving the order. All orders are shipped from our HQ in the UK.  

Please note, in peak periods such as Black Friday, Christmas and other UK Public Holidays, our fulfillment time may be delayed. We will do our best to get your orders to you quickly! 

How do I track my order?

Please use the tracking link provided in your shipping notification email to follow your order's progress.  At peak times, there may be some delays with the courier services being slow to update the tracking information.    

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. 

I am unable to track my order.

Please allow 24 hours for your tracking number to activate as it may not be valid until your order has been processed by our courier service. 

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. 

If you are still having difficulty tracking your order, please contact us at with your name and order number, and we will investigate this further for you.  

Please note there may be delayed updates during peak periods, and if you are tracking your order from outside the UK, there may be delayed updates on your tracking information whilst it moves between countries.  

My order has arrived and the package is damaged.

If your delivery is damaged in any way, it is important that you contact us via email to within 48 hours, otherwise the delivery companies may not accept a claim.  

My tracking states my order has been delivered, but I have not received it.

We’re sorry to hear you haven’t received your order.  

If the GPS image shows that the item has been scanned at the address you have provided, please check with neighbours in the area and other people living at this address.   

If you are still unable to locate your parcel, please contact us at and we will investigate this for you.  

Please note, we will not accept responsibility for lost or stolen packages if delivery has been confirmed through the order tracking number.  

Customs & Import Fees

Will I be charged customs?

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.

My order is stuck in Customs.

Customs departments will have different processing times throughout the year, they may have delays during peak periods such as Black Friday and Christmas and will also be affected by public holidays.  

Please have patience during these times, and make sure to keep checking your emails and text messages for any contact from your customs/courier service regarding your order.  

Unfortunately, we are unable to increase the speed in which your order is processed through customs. However, we will investigate any order that there has been no update for 14 days.  

Please email us at with your order number for any help you may require.  

I've been asked to pay customs, so I'd like to cancel my order.

Unfortunately we are unable to cancel your order whilst it is in customs. If you refuse to pay customs charges, your parcel will be redirected to the sender. Once your parcel has been redirected back to us, a member of our customer service team will reach out to you regarding the next steps.  

Orders refused to pay customs will have shipping costs deducted from any refund and will incur a £10.00 handling fee.

Parcels that have been refused and therefore redirected to the sender can take up to 3 months to arrive.  

Incorrect & Faulty Products

How do I report an error with my order?

We're very sorry to hear this!

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 contact our Customer Service team at with the following information:

  • Your Full Name
  • Your order number
  • A description of the error
  • A photograph of your dispatch note
How do I report an incorrect item?

We're very sorry to hear this!

In the event that you have received the incorrect item in your order, please check the dispatch note sent with your order then contact our Customer Service team at with the following information:

  • Your Full Name
  • Your order number
  • The name/size of the item you should have received
  • The name/size of the item you received
  • A photograph of the incorrect item
  • A photograph of the dispatch note

Once we've received this information, we will get this issue resolved for you as quickly and efficiently as possible!

How do I report a faulty item?

We're very disappointed on the rare occasion our customers receive a faulty product.

If you consider your purchase to be faulty, please contact our Customer Service team immediately at with the following information:

  • Your Full Name
  • Your order number
  • The name/size of the item
  • A photograph of the fault up close
  • A photograph of the full item
  • A photograph of the dispatch note

Once we've received this information, we will investigate this further and get this issue resolved for you as quickly and efficiently as possible!

Returns & Exchanges

How do I return an item?

We understand that you may wish to return unsuitable items. We are happy to help you select a replacement item or we can offer a full refund if required. Please visit our Returns page for the downloadable Returns Form and further information, should you not find it in our FAQ.

What is your online returns policy?

We hope you are delighted with your purchase, but if you are not, you can return or exchange any item purchased from our website within 14 days of receipt in accordance with our Returns Criteria. 

Refunds will be credited to the payment method with which the original purchase was made.  Please allow up to 7-10 working days for a refund to show up on your account. 

What is your show return policy?

We are unable to accept refunds on purchases made at shows/popup shops. 

We are happy to offer an exchange within 14 days of purchase with the original receipt.  Without a receipt we are unable to offer an exchange. Postal charges may apply. 

For enquiries regarding show exchanges, please contact us via email at 

What are your returns criteria?

We are happy to process your return or exchange within 14 days of receipt under the following circumstances -  

  • The purchase was received within 14 days. 
  • The product is in original condition with packaging intact. 
  • The product is unworn, unwashed or altered with tags still attached.  
  • There are no visible signs of makeup, deodorant, smoke or animal hair.  

Exceptions: The following items cannot be returned for hygiene reasons.  

  • Water bottles 
  • Socks 
  • Earrings 

Exceptions: The following items can be exchanged for store credit only and are not eligible for refund. 

  • Reduced to Clear 
  • Final Sale 
  • Discount Code Purchases 
  • Gift Vouchers 

We strongly recommend sending returns by a reliable tracking service and retain proof of postage as we cannot be responsible for items that are lost in transit.  

UK and International Customers have different returns advice. Please see our full Returns page for more information. 

All items are inspected on return.  

Do you offer free returns?

Black Heart Equestrian does not offer free returns at this time.  

We will post out the first exchange free of charge for UK orders. Further exchanges will be liable for shipping costs. If the exchange is returned for a refund, the exchange shipping cost will be deducted.

I'm an international customer, can I return or exchange my order?

For international returns/exchanges please complete any customs arrangements and write on the label: 

RETURNED GOODS VAT NO: GB274729959.    All Tax and Duty Paid, UK  

We are not responsible for any customs or duty payments incurred and will refuse any returns that incur a duty charge because the package was not labelled correctly.   

If the customer refuses to pay customs charges and the parcel is returned to us all shipping charges will be deducted from any refund and a £10.00 handling fee will be added. 

Product & Sizing Queries

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 your 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.

Are your product photographs colour accurate?

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.

How do I care for my product?

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.

Sales & Discounts

Can I return sale items?

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.

My discount code/store credit is not working.

Some discount codes are unavailable during other sale periods or have fixed expiry dates on them.  

If you are using a store credit code, please use it within the time frame allocated to you on receipt of the credit to avoid disappointment.  

If you are having a problem applying a code, please contact with your email address and details of the code you are trying to use.