- I’m missing an item from my order, what do I do?
Please send us an e-mail: firstname.lastname@example.org
Support is available from Monday – Friday between 8:30 and 17:00. We try to reply within 24 hours. We do this because we want to have a direct interaction with you when you have an issue like this. We collect the faults and try to rework our systems.
- Can I amend my order after I’ve placed it?
We’re really quick at packing your order up which means we can’t always make any changes once you’ve placed your order. This includes changing the delivery option, delivery address or payment method. However, you can send us an e-mail (email@example.com) so we can try to help you further.
- Can I cancel my order after I’ve placed it?
We’re really quick at packing your order up which means there is actually no time to cancel your order after you placed it. You can, after receiving your package, return it by following the steps of the return paper you got in your box.
- Can I get a refund if the price has changed since I ordered it?
As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.
- What if something isn’t right on my customs invoice?
If you have any issues with your customs invoice that you’ve received from BLACK AND GOLD official, please get in touch with Customer Care: firstname.lastname@example.org
- I’ve received a faulty item, what should I do?
We want to sort out any issues with faulty items straightaway. As soon as you discover a mistake, please contact us by using the e-mail: email@example.com. To make it go faster you can always type your 4 numbered code that you can find on your conformation paper. This paper can be found in your package.
- What happens if I’m not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we need a signature. However, don’t worry if this isn’t possible as our delivery partner will hold your package and will try to re-deliver or give you details on how to collect it.
- What should I do if my order hasn’t been delivered yet?
Your estimated delivery date is in your Order Confirmation email – please allow us at least until this date for delivering your order. You’ll be able to get the latest updates on your order by clicking ‘My Account’ and click ‘Track This Order’. Your tracking link will be able to provide up to date information on the status of your order. If your estimated delivery date has passed and you haven’t received your order, please get in touch with our Customer Care team by e-mail: firstname.lastname@example.org
RETURNS & REFUNDS
- How do I return my order?
If you want to return your order, please head over to the Return Portal.
- I’ve paid with my Mastercard or Visa, why didn’t I get my refund yet?
With this payment, it always takes a little longer before you receive your refund. It’s standard, not in our hand unfortunately :).
- Can I return an item for an exchange instead of a refund?
We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received and processed by our warehouse. You can always order again, for example after the return of your first order.
- How can I get a new returns note?
Can’t find your returns note? Don’t worry, please send us an e-mail (email@example.com) with the issue and we will help you with your return.