FAQs

How can I pay for my order?

  • This website accepts all major credit/debit cards (including AMEX) and PayPal.
  • When browsing the shop, you can choose to see prices in British Pounds, U.S. Dollars or Euros. However, all payments will be processed in British Pounds (I am based in the UK).

What happens after I place an order?

  • Once your payment has been processed and accepted, your order will be processed.
  • All my items are handmade on a "made-to-order" basis. This means that very rarely I'll have the item already made, ready to be shipped. So please allow 3-5 working days for your item to be made+shipped to you.
  • I always try my best to process orders as quickly as possible, however IF YOU ARE ORDERING A GIFT OR JUST NEED TO RECEIVE YOUR ORDER BY A CERTAIN DATE, please email me so I can confirm if this is possible so I can prioritize your order.
  • I SHIP ALL ORDERS ON TUESDAY, WEDNESDAY AND THURSDAY only.
  • If for whatever reason, your order gets delayed (for example, shipping date falls on a bank holiday or items are found faulty upon inspection when packing), I will inform you ASAP via email.
  • You will always receive an email to let you know your order has been dispatched.
  • Click here to ready my shipping policies.

Can I amend my order?

  • YES, if it hasn't been dispatched. If you want to amend the address (for example, you paid with Paypal and just realised that your Paypal account has an old address that hasn't been updated), please email me ASAP so I can amend the order details.
  • If you want to change the items you've ordered, please email me  ASAP so I can amend the order (if the total amount doesn't change) or cancel the order (if the total amount is different from the original order).

Can I cancel an order?

  • YES, if it hasn't been dispatched. If you want to cancel your order, please email me as soon as possible. (Please note I can't offer cancellation for a one-off, custom-made item).

What should I do if my order gets damaged during transit?

  • Please email me as soon as possible (with images showing the damage) so I can file a complaint with Royal Mail and then arrange for your order to be re-made and sent to you. I always try my best to prepare my parcels carefully, specially for international orders. However, if you see the parcel has been damaged, feel free to open it in the presence of a deliverer and make a complaint according to the procedures of the courier company.
  • Please be aware, Royal Mail handles all my parcels until they leave the UK. Once your parcel arrives to your country, it gets handled by your local/national courier.

Can I return my order?

  • Yes, except earrings (due to hygienical reasons). Please email me to let me know before you send the item back.
  • Return postage and packing will not be refunded.
  • Any refund/exchange must be returned with 21 days of date of dispatch. I recommend that you use recorded delivery and obtain proof of postage. I cannot be held responsible for items lost, delayed or damaged when being returned. Items must be sent in the same condition as they were received (undamaged and with their original labelling/packaging).
  • Your money will be refunded as soon as item is returned back to me.

Can I exchange my order?

  • Yes, except earrings (due to hygienical reasons - unless they are faulty/damaged). Please email me  (with images, if the item is faulty/damaged) to let me know before you send the item back.
  • Return postage and packing will not be refunded.
  • Any exchange must be returned with 21 days of date of dispatch. I recommend that you use recorded delivery and obtain proof of postage. I cannot be held responsible for items lost, delayed or damaged when being returned. Items must be sent in the same condition as they were received (undamaged and with their original labelling/packaging).
  •  I will process the new item as soon as the original item is returned back to me. You will need to pay for delivery fee for the new item to be shipped to you.
  • if the new item is of different value from the original item, you will have to pay the difference or I will refund the difference BEFORE the item is shipped back to you.

    Can I contact you for any other queries?

    Yes!, feel free to contact me at: nora@theblackwardrobe.com
  • Other usual queries can be about changing the colour of my frames/settings or ordering large quantities of certain items (usually for weddings or other special occasions).

 

Please note, by placing an order on this website, you agree to have read, understood and accepted these FAQs AND the Shipping terms & conditions.

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