Shipping & Delivery
We are still here and getting orders out as quickly as we can 😀. However, please allow some extra time for email enquiries/returns/exchanges etc.
Please note that Royal Mail are experiencing some delays due to increased government regulations and fewer international flights which may result in delivery delays. Please refer to the Royal Mail website for daily updates. https://www.royalmail.com/coronavirus
The customs clearing process in some countries is also slower than usual due to the increased volume of parcels and reduced staff numbers. Please be patient as this is completely out of our control.
Our shipping rates are per parcel and delivery timescales may vary, depending on the delivery location.
We offer three delivery options for the UK -
Standard Tracked 48 & Express Tracked 24 with Royal Mail plus DHL Express Courier Service.
European and Rest of The World shipping is an International Tracked service through Royal Mail and partner company in each country. The service to individual countries may vary, depending on location and the postal service in each country.
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.
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. These are delivery estimates only.
- Standard UK Delivery 3-5 days using Royal Mail Tracked £4.00
- Express UK Delivery 1-3 days using Royal Mail Tracked £7.00
- European Premium Tracked £10.00
- Rest of World (USA, Australia, Canada, UAE etc) * £12.00
- DHL Express Courier 1-3 working days worldwide calc at checkout
Standard shipping is free to the UK when you spend £85 or more.
* 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. DHL are currently not accepting shipments to a residential address in the Russian Federation.
We will usually ship your purchases within 1-3 working days of receiving your order. However, please allow extra days over busy holiday periods and Bank Holidays. A tracking number will be included in your shipping confirmation email.
Most postal delivery services will make two attempts to deliver the package. We cannot be held 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.
UNCLAIMED/RETURN TO SENDER
If a parcel is unclaimed and sent back to us, shipping costs will reapply to have the parcel resent. If a parcel is unclaimed and returned to us, we will hold it for 3 months and make attempts to contact you, but if no response is received within that time, no refund or reshipment will be made.
Black Heart Equestrian Ltd cannot be held responsible for any postal or delivery delays which would be out of our control. Including but not limited to the following: Customs, service strikes, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, weather, disease, natural disasters, fire or failure of telecommunications networks.
If your delivery is damaged in anyway, it is important that you contact us via email within 48 hours, otherwise the delivery companies may not accept a claim.
Countries outside of the EU may be subject to additional duties and taxes. As the recipient, you are liable for all import duties, taxes and customs, payment of these is necessary to release your order from customs. Black Heart Equestrian will not be held liable for any customs or duty charges.
If you have any questions please send us an email to firstname.lastname@example.org