Shadow Horse Reviews 

The service by Ben was brilliant, thank you

My order had to be shipped to Germany and customs held on to the order. Dan was absolutely helpful in solving the problem by providing everything needed. Order arrived a few days later. That’s what I call customer service! I will definitely buy there again!

Excellent communication and very helpful.
The delivery was on time and returns service was easy.
Love my beeswax.

Possibly one of the best online horse equipment shops I’ve ever shopped at. Even the return process was excellent.
100% recommend 😊

Helpful friendly team, speedy service, like the try before you buy option as not all products suit every horse and very impressive quality. Thank you

easy to order . great customer service every thing arrived on time

I ordered wrong size and exchanged for correct size. Excellent advice and fast delivery thank you

The item arrived really quickly, it was an excellent quality product. Sadly it was not suitable for our requirements and the returns process was straightforward. Thank you.

Dan and Chloe was very helpful and tried to ensure I received my order early due to my horse needing a mask asap from eye infection but unfortunately it was delayed due to courier but they kept in touch and kept tracking the item until I got it. They even told me to keep the mask and sent me another one when I explained there was fraying on the mask.
Would definitely buy from them again.
Thanks for all the help.

Customer care was amazing so helpful

Excellent customer service.

I ordered a Kensington fly mask from Switzerland and unfortunately realised too late that I had chosen the wrong size. Despite being outside the normal return period, the team was extremely understanding and helpful.

They organised the exchange, provided a prepaid UPS return label and took care of the customs paperwork

Communication was always friendly, professional and prompt. I would not hesitate to order from Shadow Horse again and highly recommend them.

Thank you for your outstanding service.

I wanted to return the fly mask as it did not have a fleece trim as described and was over 2"s smaller than the measurements given on website.
THE DESCRIPTION HAS SINCE BEEN ALTERED TO TAKE OUT THE WORDING FLEECE TRIM!!!
This was part of their reply: With regard to the lack of fleece trim, you are correct that Uviators do not have fleece trim. But I see nothing on the product page from which you ordered that talks about a fleece trim, so I am not sure where your expectation that it would have it came from? I THEN SENT PHOTO OF WHERE IT CLEARLY SAID 'FLEECE TRIM'.....
The mask does have the usual soft tape running along the edge. Kensington themselves describe this as fleece, and while that word might be slightly inappropriate in the UK where we think of fleece as the kind of stuff some warm tops are made of, its function is the same and therefore I don’t think the use of that term constitutes misrepresentation. However, I will adjust the wording on our website to ensure no further unfortunate misunderstandings.
I HAVE SUGGESTED ALSO ADDING THAT A PURCHASER IS TO EXPECT UP TO A 3" DISCREPANY IN THE MEASREMENTS, WHICH BEING HANDMADE SHOULD BE BANG ON, NOT SHODDY MEASURING!
So if you fancy being spoken to like dog doo and being told everything you have photographed and measured is wrong, go ahead and buy one, enjoy the ride!
The relentless barrage of ITS YOU NOT US went on when all I wanted was a refund as it was not as described! I eventually got the cost back but not return postage.
NOW AWAIT THE REPLY OF MORE OF THE SAME NO DOUBT 😟........

AND IN ANSWER TO YOUR REPLY:
THE ITEM WAS NOT AS DESCRIBED THEREFORE FAULTY,
IF YOU READ YOUR OTHER REVIEWS YOU WILL SEE THERE IS MORE THAN ONE STATING THE MEASUREMENTS ARE EXTREMELY OUT AND YOUR SERVICE IS SHOCKING SO PLEASE DON'T TELL ME I'M THE ONLY PERSON TO COMPLAIN!
I HADN'T REALISED WHAT A BELLIGERENT COMPANY YOU ARE.

A brilliant service with the ‘try before you buy’ girths. When wanting to try a girth it’s ideal to be able to see if it works for you before investing the money in it. Dan was great in terms of customer service and the process was very easy. Would 100% recommend Shadow Horse!

I ordered a size that was too small. I emailed and explained I would like an exchange; I had an immediate response and upon them receiving my parcel, the next size was directly posted back to me . Great customer service . The titanium ear bonnet now fits really well. Highly recommend.

5☆ this is the first time I've used Shadow Horse but I will definitely be a returning customer. Service was exceptional.

I rang as I needed something urgently, they picked packed and sent within a couple of hours and received the next day.

Thank you soo much

My 25 year old Appaloosa gelding was recently diagnosed with Equine Recurrent Uveitis; I quickly realised that in conjunction with medication, I needed to get a high level of UV block for his eyes as standard masks weren’t doing the job (finally right, sunny days had arrived in Cornwall!). I researched via Google and decided on the Kensington Uviator, available from Shadow Horse (both product and company were new to me).

I placed an order on a Sunday night, received the order by the Weds late morning. Which was excellent. Unfortunately, I’d not got the sizing right and needed the next size up 😬.

The customer service received from both Chloe and Dan has been 100% top drawer, including providing me with an explanation of how the mesh of the mask works to prevent 90+% UV light penetrating the mask (as I couldn’t logically work out how the mesh size could provide what I needed it to do), along with going the extra mile on working with me to get my re-order out on a guaranteed next day 1pm Royal Mail service, so that I could receive the items prior to a potential Bank Holiday delay. All that and plenty of communication in between.

If Shadow Horse have any other products that I require in the future, I won’t hesitate to buy from them, and I’m happy to recommend them to family and friends, Shadow Horse go ‘above and beyond’ for their customers.

It’s such a rarity to find great (or even good) customer service these days - however, I can honestly say that my experience with Shadow Horse puts them at the top of the tree ⭐️

Amazing customer service, quick to respond and post out- many thanks

I’m really disappointed in my experience with this company. My horse gets eye flare ups in summer with the pollen and sun, and I had read good reviews about the fly masks from Shadow Horse. I measured my horses head meticulously but after using it for a day it had caused a sore on his face. I contacted the company and they initially said perhaps the sizing guide was for an older style mask. They then told me my horses cheekbones were longer than normal and the best I could get was a 15% discount on another mask! No return, no refund (despite there being nothing wrong with the mask) and they didn’t even bother replying to me after that. While I understand size issues aren’t their fault (or mine!), the customer service was completely lacking for a mask on the much higher end of the price scale. I wouldn’t have been bothered if it was a £15 one but not £70. The mask itself is well made but clearly their size guide needs work. I wouldn’t take the risk of a product from them not fitting again.

EDIT following response from the company: I was not offered to send the mask back when I initially contacted and instead the person on the phone said it may be that the wrong line of mask was sent and they would get back to me. I absolutely did not “choose” to try again. I then heard nothing back for a week so in the meantime yes I did try using it (for one day not “over the weekend”!) given my horses eye condition (with stick on padding, no permanent “modifications” as they’ve mentioned in their response). I could also fit my entire hand under it, so object to it being mentioned that the mask was “too tight”. I completely respect that this is partly my own error (although nowhere on the relatively unclear size guide does it say a thing about cheekbones, I thought I had measured to the right place), and also that yes I used it so a full refund would not have been possible. However, since I was ignored more than once throughout this exchange it has left a bitter taste in my mouth.

Excellent customer service. I purchased a Fenwick ear bonnet with sound reducing ears in large. It was just too big for my 15.2. I contacted Shadow Horse about returning it. Dan replied to me and kindly offered to contact Fenwick to see if their new medium size was in production. It was so he ordered one for me. It arrived within a week or so from the US. Unfortunately, the medium was the opposite just too small. Dan sent through sizing chart so I could check I definitely had a medium. It was. It was unfortunate my horse is between sizes. I have now returned it for a refund. Lots of help and support along the way. Thank you 😊

Amazing customer service bought the wrong item but was dealt with immediately and the right item came out to me and a refund was sent to me so quickly won’t hesitate to buy again and recommend the company x