RETURNS, REFUNDS & EXCHANGES
If you wish to return any unworn / unused item(s) (faulty or otherwise) you may do so within 14 days of the date it was delivered to you and receive a refund or exchange (subject to availability).
The date your item(s) were delivered can be found when tracking your order on the courier’s website.
You will be responsible for the cost of returning the item(s) to us, please follow HOW TO Return Your items. Only under certain circumstances, we will refund return postage cost, see MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY COSTS section.
Item(s) must be returned to us in the same condition you receive them with any tags and labels attached. Please note you have a legal obligation to take reasonable care of the item(s) whilst they are in your possession and they are under your responsibility until they arrive at our warehouse. We recommend therefore that your item(s) are packaged securely to ensure they avoid damage in transit on return to us.
On the website in “My Account” please select the item you wish to refund / exchange. Click on the “Return” button, fill out your additional contact details and click “Submit”.
We do not provide prepaid returns postage labels. We recommend you to return your item(s) by courier, recorded or special delivery. We also recommend you to obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us. The return address is listed below for your reference:
Back to Black Clothing
1067 TD Amsterdam
If we consider any item to have been used / worn / washed, have any original packaging missing or any item is returned to us in an unsatisfactory state, we may reject the return and refuse the request for a refund or exchange.
Upon request, refunds will be issued through the original purchaser’s method of payment (Debit / Credit card / PayPal etc). On receipt of your return, we will endeavour to refund you within 14 days. An email confirmation will be sent once a refund has been issued.
The total refund amount should appear on your bank statement or in your PayPal account within 5 working days. (Please note that refund times are dictated by the bank and are out of our control. PayPal refunds may appear quicker and have an accompanying notification email from PayPal directly to advise you of the funds appearing.)
Shipping costs incurred by the customer will not be refunded, only the amount of the items purchased will be refunded.
**If a discount/promotional code was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
If you wish to exchange an item for a different size, please return your item(s) to us following the ‘HOW TO RETURN YOUR ITEM(S)’ section. Once we have received your return we will endeavour to process your exchange as soon as we are able to. Please note that we are only able to exchange an item for the same style in a different size (subject to availability).
You can also make a reservation on the phone +31 (020) 772 4803 or by e-mail firstname.lastname@example.org, we will make sure that the new exchange items are reserved for you until your package reaches us.
If we are unable to exchange your item(s), a refund will be issued through the original purchaser’s method of payment. On receipt of your exchange, we will endeavour to exchange the item(s) or refund you within 14 days. An email confirmation will be sent once an exchange or refund has been issued.
Our team take great care when packing and dispatching all customer orders however we would highly recommend that when you receive your order you carefully check the Delivery Note/Invoice and the item(s) you receive.
The law gives a customer certain rights in respect of goods not fitting their description, being of unsatisfactory quality or not being fit for purpose. If you have received any items of this nature you may be entitled to refund (within 14 days) or replacement.
If you find you have received a faulty or incorrect item please notify our Customer Care team as soon as possible.
If you have received a faulty or an incorrect item we will be happy to offer an exchange for an item in the same or correct product (subject to availability) or offer you a refund for the full price you paid for your order (including any delivery charges incurred). You must return any incorrectly delivered or faulty item(s) to us as soon as possible, and at the latest within 14 days of receipt. If you return a faulty or incorrect item within 14 days, we will reimburse your returns postage cost. You will need to ensure you keep hold of your postage cost receipt for authorization. We do not cover returns postage costs in any other circumstances.
Once we have received your order, our team of technical experts will inspect your item to confirm a manufacturing fault. If you are returning a defective item please follow our return policy.
Refunds will be issued through the original purchaser’s method of payment. On receipt of your return, we will endeavour to refund you within 14 days. An email confirmation will be sent once a refund or exchange has been issued. If you request an exchange for a defective or incorrect item you will not be liable for the delivery charges of the replacement item(s) and we will try to get this new order out to you as soon as possible.
Returning procedure: Once returning the goods, please announce your returning items in the webshop. We will automatically receive a message in our system of your returning goods. You will receive an automatically regenerated e-mail by us with the return procedure.
All Returns are processed within ten working days (excludes weekends and bank holidays). When your return has been completed you will receive a confirmation email from us which will detail your refund or exchange in full. All exchanges will then be subject to our current delivery timescales. You will also be given a new order reference number for this order in your email. If you’ve been issued a refund then this will appear back on the relevant payment method within three to five working days from the date the email is received.
When you return an unwanted item to us we will refund the price you paid excluding delivery charges except where the item is deemed as faulty / delivered incorrectly or where the order has been cancelled under the distance selling regulations.
We apologise if we have made a mistake whilst processing your returned item(s).
If you were expecting an exchange and received a refund this may have been due to the item(s) being unavailable at the time of exchange, in which case we would refund you the price you paid for the item and notify you by email.
If you were expecting a refund but received a replacement item or have been refunded the incorrect value please contact our Customer Care team who will be happy to sort this out for you.