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TERMS & CONDITIONS

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By agreeing to our Terms & Conditions you're agreeing to the following ....​

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  • Each keepsake piece is made by hand and colours may vary depending on A) The jewellery setting the stone is cast into. B) The encasements that are being cast with the colours I.E) Dark, Red, Blonde or Grey hair strands will all show up differently, reflecting the colour of the hair along with the pigment and resin. This also goes for ashes. Due to the colour variations of ashes or hair being so wide, it is sometimes hard to predict how the item will appear in colour before the item is cast. If you'd like to speak to a member of our artistry team to gauge what your item may look like before purchasing, please contact us by using the contact button provided on the main top tab bar. PLEASE NOTE: White/Grey or Blonde/Cream/Palamino horse hair may go transparent within the resin. A lot of grey or light blonde hair is usually pigment-less. Please Contact us for advice if you have any reservations, we have gained good knowledge of how certain encasments will look within pigmented settings and can advise on what we think will look best for you.

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  • You're accepting full responsibility for posting your own encasements to us and accept that, should they go missing, Heart Horse are not liable in any way if this may occur. We always recommend sending encasements by Special Delivery for peace of mind.

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  • ​The name and address on your order is the name and address that will be used to ship your items to you. Should you wish to change these after the ordering has been processed please directly message a member of our team to confirm your new, up to date, details and await confirmation from them before assuming it'll be changed. If you move house and don't inform us, the parcel is likely to be sent to the address given upon ordering, therefore, Heart Horse takes no liability if parcels should go missing in these instances.  Equally if Royal Mail, or any other courier service we use, lose your parcels, we, again, hold no responsibility but will endevour to track the parcel and gain compensation for you.                                                                                                                                                                                          

  • After purchasing your items unless stated within the first 24hrs that you wish to either A) Change the item you ordered. B) State you have ordered the wrong item. We are not obliged to change or refund the items for you. If you have changed your mind we're also not obliged to fully refund you.                                                                                                                            

  • If you happen to damage your item accidentally we're not obligated to refund you or repair your items. However, we do try to help where we can. Please message us. This includes damage by chemicals such as hand sanitiser and perfume causing cloudy spots in the resin. These precautions are stated in your care instructions sent with each item. If however your item has arrived damaged we will try our utmost to rectify any issues like this that may arise.                                                                                                           

  • If after 6 weeks we have not received the encasements required and requested from you upon ordering (unless shipping from abroad has been held) to create your item, we reserve the right to refuse to issue any refunds as well as reserve the right to refuse completing any work after this timeframe.                                                                                       

  • We give an estimated turn around time for each piece ordered of approximately 6 to 8 weeks from ordering date. This timeframe does not apply to orders requiring a custom size, we will order in your piece once we recieve your size, if this is delayed it will push the expected finish date back (as will late returns of your kit). This may also change if third parties who are involved with supplying Heart Horse Equestrian Jewellery, or courier services transporting them experience delays. You are purchasing your items in the full knowledge that delays may occur at any time, and these dates given are estimates only. We do, however, try our utmost to meet deadlines stated for special occasions.

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  • Goods found to be faulty within the first 30 days of recieving them we can offer a replacemnet or full refund. After this timecsale we are not legally obligated to refund or exchange the goods for you. We may, however resolve this issue for you at our own discrection. 

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  • Heart Horse may sometimes use any image submitted by the customer as refernce in other forms of social media advertising or activity including Facebook, Instagram and TikTok. If you DO NOT wish for Heart Horse to use your images please state this before or upon ordering by form of written exclusion to contact@horsehorseequestrianjewellery.co.uk or Facebook messenger. 

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