Refund policy
Refund, Resend & Returns Policy
At @Black#White, we want you to be satisfied with your purchase. Please read this policy carefully before placing an order.
1. European Union 14-Day Cooling-Off Period
If your order is shipped within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To exercise this right, contact us at info@theblackwhite.shop or via your customer account.
Once you have notified us, you have 14 days to return the item. Return shipping costs are at the customer’s expense.
The item must be returned in the same condition in which it was received: unworn, unused, with original tags and packaging.
2. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If the item is damaged, defective, or if you received the wrong product, you must contact us within 7 days of delivery and provide:
• Clear photos or a short video of the issue • Your order number
We will review the case and, where justified, offer a refund or a replacement.
Minor issues (slight wrinkles, small marks, or packaging damage due to international shipping) are not eligible for refund or replacement.
3. Orders Delayed or Not Received
• If tracking information shows the package as delivered, we cannot process a refund or resend unless official proof of non-delivery is provided by the local postal service. • If an order is significantly delayed beyond normal transit times, please contact us with your order number so we can open a claim with our logistics partner.
4. Non-Returnable Cases
We cannot accept returns or refunds in the following situations:
• Change of mind after the 14-day EU cooling-off period • Incorrect size or colour chosen by the customer • Incorrect shipping address provided by the customer • Items that show signs of use or wear • Sale items • Custom or personalised products • Packages refused or unclaimed by the recipient • Delays or damages caused by customs, strikes, natural disasters, or other force majeure events
5. Returns Process
Returns are only accepted if previously approved by our team.
To request a return, email us at info@theblackwhite.shop with your order number and the reason for the return.
If your return is approved, we will provide instructions. Return shipping costs remain the responsibility of the customer, unless the return is due to a defective, damaged or incorrect item supplied by us.
Items sent back without prior authorisation will not be accepted.
6. Refunds
Once a returned item is received and inspected, we will notify you of the outcome.
If approved, the refund will be issued to your original payment method within 10 business days. Additional processing time may apply depending on your bank or payment provider.
7. Contact
For any questions regarding returns or refunds, please contact us at:
@Black#White theblackwhite.shop