Our Commitment to Excellence
At Black Heart Equestrian, we understand that our riders demand excellence in every aspect of their equestrian journey—including their shopping experience. We stand behind the quality of our premium equestrian apparel and want you to be completely satisfied with your purchase. Our straightforward shipping and returns process ensures you can shop with confidence and ride with passion.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. Orders are not processed or shipped on weekends or holidays.
Shipping Methods & Timeframes
We offer two shipping options to accommodate your needs:
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Tracking: Included with all standard shipments
Free Shipping
- Availability: Orders of $50 or more
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Tracking: Included with all free shipments
Please Note: We ship globally, with the exception of some Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.
Returns & Exchanges Policy
Return & Exchange Timeframe
We accept returns and exchanges for most items within 15 days of receiving your order.
Non-Returnable Items
For hygiene reasons, we cannot accept returns or exchanges on the following items:
- Base Layers (worn next to skin)
- Leggings (unless factory sealed and unworn)
- Sports Bras
Exceptions will be made for defective merchandise.
Return Conditions
All returned items must meet the following criteria:
- In original condition with tags attached
- In original packaging
- Unworn and unwashed
- Include all original accessories and documentation
How to Initiate a Return or Exchange
1 Submit Your Request
Email us at [email protected] with the following information:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Black Heart Equestrian Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Items to Return/Exchange:
- [Product Name], Size: [Size], Color: [Color]
- [Add additional items if applicable]
Reason for Return/Exchange: [Please specify reason – size issue, damaged item, wrong item received, etc.]
I understand that Base Layers, Leggings, and Sports Bras cannot be returned for hygiene reasons unless defective.
Please provide instructions on how to proceed.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number (optional)]2 Wait for Authorization
Our customer service team will respond within 1-2 business days with:
- Return authorization number
- Shipping instructions and return address
- Any additional information needed
3 Ship Your Return
Package your items securely including:
- All original tags and packaging
- A copy of your order confirmation or packing slip
- The return authorization number clearly visible on the package
Important: We recommend using a trackable shipping service as you are responsible for the return shipment until it reaches our facility.
Refund Processing
Refund Timeline
Once we receive your returned items:
- Inspection period: 2-3 business days
- Refund processing: 3-5 business days
- Total time: Typically 5-8 business days from when we receive your return
Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
- PayPal: Typically processed within 24-48 hours
Original shipping fees are non-refundable unless the return is due to our error or defective merchandise.
Exchange Process
- We’ll ship your replacement item once we receive and process your return
- If the exchange item costs more, we’ll invoice you for the difference
- If the exchange item costs less, we’ll refund the difference
- Standard shipping rates apply for exchange shipments
Defective or Incorrect Items
If you receive a defective item or incorrect product:
- Contact us immediately at [email protected]
- Include photos of the issue or incorrect item
- We’ll provide a prepaid return label and expedite your replacement
Need Assistance?
Our customer service team is dedicated to ensuring your equestrian apparel meets your highest standards. Contact us with any questions about shipping, returns or exchanges:
- Email: [email protected]
- Response Time: 1-2 business days
- Business Hours: Monday-Friday, 9:00 AM – 5:00 PM EST
- Store Address: 590 Terra Cotta Street, Twin Valley, US 56584