Depending on the service used to return your item(s), it can take up to 14-21 days (excluding public holidays) to be delivered and processed by our returns team.
Head to ourReturns Portal here
- Enter your order number (e.g. #12345 –found on your packing slip) and shipping postal (zip) code OR email address. Please enter everything exactly as it appears on your order confirmation.
- Select which item(s) you are returning and why.
- Confirm your original delivery information (amend if needed).
- Select the method you’ll be returning your order by.
- You may be prompted to download a returns label, this is not a pre-paid label.
- Return costs are for the customer.
*Please note to return your package in between 14 days, counting from your delivery date. Black and Gold has the right to refuse refund if this time period is not respected.
The entrepreneur shall observe in utmost care the reception and execution of orders of products and when assessing applications for services.
The address that has been made known by the consumer to the entrepreneur is considered to be the delivery place.
Taking into account what is stated in article 4 of the general conditions/terms , the entrepreneur shall execute the accepted orders expeditiously but not later than within 14 days unless a longer period has been agreed. If the delivery is delayed or if a delivery cannot or partially be executed, the consumer is notified about this no later than 30 days after he placed the order. In that case the consumer has the right to terminate the agreement without any further cost and he is entitled to compensation.
In the event of termination in accordance with the previous paragraph the entrepreneur shall pay back the amount that the consumer has paid as soon as possible but no later than 30 days after the termination.
If the delivery of an ordered product appears to be impossible, the entrepreneur shall strive to make available a replacement product. At least before the delivery it will be mentioned in a clear and understandable manner that a replacement product will be delivered. The right of withdrawal cannot be ruled out with regard to replacement products. The costs of a possible return shipment come at the expense of the customer.
The risk of damage and/or loss of products rest with the entrepreneur until the moment of delivery at the consumer or a pre-designated and an announced representative to the entrepreneur, unless otherwise expressly agreed. If you receive a damaged product, you should report this by email within three days after receiving the delivery. You can send this e-mail to: firstname.lastname@example.org
CONFORMITY AND GUARANTEES
The entrepreneur ensures that the products and services measure up to the agreement, ensures the in the offer mentioned specifications, ensures reasonable requirements, soundness and or usefulness and ensures on the date of the establishment the existing legal provisions and/or government regulations. If agreed the entrepreneur also ensures that the product is suitable for other than normal use.
A guarantee provided by the entrepreneur, manufacturer or importer does nothing to alter the rights and claims which the consumer under the agreement can put forward against the entrepreneur.
RIGHT OF WITHDRAWAL
Deliverance of products:
After purchasing products the consumer has the possibility to disband the agreement without giving reasons during 14 days if the sale ticket is on the product without any damages. The cooling off period starts on the day after the consumer receives the product or a pre-designated representative by the consumer made known to the entrepreneur.
During the cooling off period the consumer shall treat the product and the package carefully. He shall unpack or use the product only to that extent to as far as it is necessary to judge if he wishes to keep the product. If he does want to execute the right of withdrawal, he shall return the product with all accessories and -if reasonably possible- in the original conditioning and packaging to the entrepreneur, in accordance with the provided reasonable and clear instructions of the entrepreneur.
Deliverance of Services:
After the deliverance of services the consumer has the possibility to disband the agreement without giving reasons during 14 days, commencing on the day of the entering into the agreement.
In order to execute the right of withdrawal, the consumer must abide by the reasonable and clear instructions provided by the entrepreneur at the offer or finally at the deliverance of the service.
If the consumer executes the right of withdrawal, he will have to pay no more than the costs of returning the product.
If the consumer has made a payment, the entrepreneur shall pay back this amount without shipment cost as soon as possible but no later than within 14 days after the repeal or after the return shipment.
Exclusion Right of Withdrawal
The entrepreneur can exclude the right of withdrawal of the consumer for as far as foreseen in paragraph 2 and 3. The exclusion of the right of withdrawal applies only if the entrepreneur has clearly mentioned this at least in time before the conclusion of the agreement.
Exclusion of the right of withdrawal is only possible for the following products:
a. Which are established by the entrepreneur according to specifications of the consumer
b. That they are clearly personal in nature
c. Which cannot be returned because of their nature
d. That can spoil or age quickly
e. Whose price is bound to fluctuation on the financial market which the entrepreneur has no influence
f. Individual newspapers and magazines
g. For audio and video recordings and computer software of which the consumer has broken the seal.
Exclusion of the right of withdrawal is only possible for the following services:
a. Concerning lodging, transport, restaurants or to spend leisure on a certain date or during a certain period.
b. Whose delivery has begun with the express consent of the consumer before the consideration period has expired.
c. Concerning betting and lotteries
The agreement is finalized, subject to the provisions, at the moment the consumer accepts the offer and meets the conditions.
If the consumer has accepted electronically the offer, the entrepreneur immediately confirms electronically that he has received the acceptance of the offer. As long as the entrepreneur has not confirmed the acceptance, the consumer can terminate the agreement.
If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to protect the electronic data transfer and that he will ensure a safe web environment. If the consumer can pay electronically, the entrepreneur will observe the necessary security measures.
The entrepreneur can notify or check, within the legal framework, if the consumer can meet the payment obligations, and also check all important facts and factors which are needed to finalize a sound distance agreement. If the entrepreneur based on research, has good reasons not to conclude the agreement then he is entitled to motivate and to refuse an order/ request or he can connect special conditions to the execution of the offer.
The entrepreneur shall send the following information with the products or services, written or in such a manner that the consumer can store in an accessible way the data on a durable medium:
a. The address of the company for the consumer to file complaints
b. The conditions and the way how the consumer can execute the right of withdrawal and a clear indication related to the exclusion of the right of withdrawal.
c. Information about after sales guarantees and services
d. Article 4 paragraph 3 unless the entrepreneur has already sent this information before the execution of the agreement.
e. The requirements for termination of the agreement if the agreement has a duration of one year or more or of if it has an indefinite duration.
In case of a length transaction the previous clause e. is only applicable for the first delivery.
Also on the FAQ page:
I can’t track my order:- Once you’ve received your shipping confirmation, your tracking details can take up to 48 hours to update. If your tracking details have not updated after 48 hours from the moment it was dispatched, please contact us email@example.com