Shipping & Delivery
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. A tracking number will be included in your shipping confirmation email.
International orders can take longer than anticipated to arrive which is beyond our control, for example: delays at customs and local delivery services in your country of residence. Please use your tracking information provided in the dispatch confirmation to track the whereabouts of your order.
Our shipping rates are per parcel and delivery timescales may vary, depending on the delivery location:
We offer three delivery options for the UK -
1. Royal Mail Tracked - Standard (£4.50)
2. Royal Mail Tracked - Express (£7.00)
3. DHL Express Courier Service (calculated at checkout)
Standard shipping is free to the UK when you spend £100.00 or more.
Europe & Rest of the World
We offer two delivery options for Europe and Rest of the World -
1. International Tracked Service (£12.00 Europe, £15.00 RoW, Aus/NZ £20.00)
International Tracked shipping is through Royal Mail and a partner company in each country. The service to individual countries may vary, depending on location and the postal service in each country.
2. DHL Express Courier Service (calculated at checkout)
DHL Express Courier Service is a door to door courier worldwide service. The price will be calculated according to your country and combined weight of order when you select DHL Express Courier as a shipping option during checkout. A delivery time estimate will also be provided on checkout - usually 1 working day to UK, Europe and USA east coast. Two working days to USA west coast and 2-3 working days for Rest of the World including South Africa, UAE and Australia/NZ.
Please note: All orders to Oman, the UAE, Qatar and Saudi Arabia are shipped via DHL Express only
DHL Cut Off for same day collection is 12.00pm gmt Monday to Friday. After this time the order will be collected the following working day.
* We strongly recommend using DHL Express Courier shipping if you are ordering from the Russian Federation, Iran, Venezuela, Pakistan, South Africa, Bahrain and Kuwait.
UNCLAIMED/RETURN TO SENDER/NONPAYMENT OF CUSTOMS
Black Heart is not responsible for any non delivery of orders due to failed delivery attempts and it's your responsibility to arrange further delivery or collection directly with the postal service.
If a parcel is unclaimed and sent back to us, shipping costs will reapply to have the parcel resent. If the customer refuses to pay customs charges or does not claim the package and it is returned, all shipping charges will be deducted from any refund plus a £10 handling fee. Unclaimed and rejected parcels can take up to 3 months to be returned to sender and no refunds can be processed until the goods have been received. Please see below for further information regarding Brexit & customs charges.
TRACKING YOUR SHIPMENT
Please use the tracking link provided in your shipping notification email to follow your order's progress. Due to covid, there may be some delays with the courier services being slow to update the tracking information.
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 persons living at this address. We will not accept responsibility for lost or stolen packages if delivery has been confirmed through the order tracking number.
If your delivery is damaged in anyway, it is important that you contact us via email to firstname.lastname@example.org within 48 hours, otherwise the delivery companies may not accept a claim.
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.
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. We will not cover any fees which may be incurred to return the parcel which will result in it being destroyed by the customs authorities.
We are really sorry but customs, tax and import payments are completely out of our control. By ordering on our website, you are accepting these terms and conditions.
If you have any questions please send us an email to our Customer Service team at email@example.com or Whatsapp us at (+44) 07796 006 666