FAQ

Standard delivery from Black Tulip costs £5.95 and is sent by Royal Mail Tracked & Signed 48. The £5.95 charge is the same for mainland UK and Northern Ireland addresses, and it applies unless an order is over the free-delivery threshold of £125 for mainland UK or £150 for Northern Ireland.

Black Tulip offers free standard delivery on orders over £125 to mainland UK and on orders over £150 to Northern Ireland. The two thresholds differ by address, so the figure that applies depends on where the order is going. Free delivery uses Royal Mail Tracked & Signed 48, and orders below the relevant threshold pay £5.95 for the same service.

Black Tulip delivers to Northern Ireland by standard delivery, which is Royal Mail Tracked & Signed 48. The standard charge to Northern Ireland is £5.95 unless the order is over £150 in value, in which case delivery is free. Express delivery, Royal Mail Tracked & Signed 24, is not available to Northern Ireland, because express is UK mainland only.

Black Tulip offers express delivery by Royal Mail Tracked & Signed 24 for £6.49, to UK mainland addresses only. Express delivery is not available to Northern Ireland, where orders travel by standard delivery, Royal Mail Tracked & Signed 48, at £5.95 or free on orders over £150.

Black Tulip's free-delivery thresholds apply to standard delivery, and express delivery is charged at £6.49. Standard delivery, by Royal Mail Tracked & Signed 48, is free on orders over £125 to mainland UK and over £150 to Northern Ireland. Express delivery, by Royal Mail Tracked & Signed 24, is available to UK mainland addresses only.

Every Black Tulip parcel is tracked by Royal Mail. Standard delivery travels by Royal Mail Tracked & Signed 48, and express delivery, available to UK mainland addresses only, travels by Royal Mail Tracked & Signed 24. Tracking is built into both services, so orders to mainland UK and to Northern Ireland are tracked alike.

Black Tulip parcels need a signature on delivery, because both delivery services are signed-for: Royal Mail Tracked & Signed 48 for standard delivery and Royal Mail Tracked & Signed 24 for express. The signature applies to every parcel, whether it is going to mainland UK or to Northern Ireland, where standard delivery is the only option.

Black Tulip ships within the UK only, to mainland UK and Northern Ireland. There is no shipping to the EU, the US or any other international address. Within the UK, standard delivery reaches both mainland UK and Northern Ireland, while express delivery is available to mainland UK addresses only.

Black Tulip's standard delivery, Royal Mail Tracked & Signed 48, takes 2 to 4 business days and is available to both mainland UK and Northern Ireland addresses. Express delivery, Royal Mail Tracked & Signed 24, takes 1 to 2 business days and is available to mainland UK addresses only. Express orders placed before 1pm UK time are dispatched the same business day, Monday to Friday.

Black Tulip shoes can be returned within 30 days from the day of delivery. The 30 days are counted from the delivery date, not from the date the order is dispatched. Everything bought from Black Tulip is returnable within that window except gift cards and personalised items.

Black Tulip charges £3.95 per item for a refund to the original payment method, and store credit is free. Choosing store credit instead of a refund therefore costs nothing, and an exchange for another size is free in both directions. Every return must fall within 30 days of the day the order was delivered.

Black Tulip exchanges shoes for a different size free of charge. Exchanges are free in both directions, always, so there is nothing to pay to send the original pair back and nothing to pay to receive the replacement pair. The exchange must fall within 30 days of the order's delivery date.

A Black Tulip exchange does not restart the 30-day return window. The replacement pair sits inside the original window, which runs for 30 days from the delivery of the original order. The count is taken from the original delivery date, not from the arrival of the replacement, so the replacement pair has only the days left in the original 30.

Black Tulip does not accept returns of gift cards or personalised items, and these are the only two exclusions from the returns policy. Every other purchase can be returned within 30 days of delivery. Sale pairs are not excluded: a pair bought in a sale can be returned within the same 30 days as any other pair.

Black Tulip returns start in the returns portal at https://blacktulipstudio.com/apps/return_prime, using the order number and the email address the order was placed with. The order number starts with BTO# and is in the order confirmation email. A return can be made within 30 days from the day the order is delivered.

Black Tulip refunds take 10 to 12 business days after the return is received by Black Tulip. The count starts on the day Black Tulip receives the return, not on the day the return is posted. A refund costs £3.95 per item, while store credit is free.

Black Tulip treats an exchange as a normal return when the size wanted is out of stock. The original pair is then sent back to Black Tulip on the standard returns terms, with a choice of store credit, which is free, or a refund, which costs £3.95 per item. A refund takes 10 to 12 business days after the return is received.

Black Tulip shoes come in six whole sizes: UK 3, 4, 5, 6, 7 and 8. The range is whole sizes only, UK 3 to 8, with no half sizes. Every Black Tulip footwear style is made in all six. To choose a size, measure the foot heel to toe in millimetres and use the size finder on the product page.

Black Tulip does not make half sizes: the range is whole sizes only, UK 3 to 8. A whole size is chosen from one figure: the length of the foot, heel to toe, in millimetres. The size finder on the product page takes that figure and gives one size.

To find a Black Tulip size, measure the foot heel to toe in millimetres and enter the figure in the size finder on the product page, which gives a single size. Each style with published measurements also lists, on its product page, the longest foot each size takes, in millimetres. The Tessa Sandal's product page carries a millimetre size chart showing the longest foot each size fits.

To measure a foot for Black Tulip shoes, stand on a sheet of paper with the heel against a wall, mark the tip of the longest toe, and measure from the wall to the mark in millimetres. Measure both feet and use the longer measurement. Then enter that figure in the size finder on the product page.

The foot-length figures on a Black Tulip product page give, in millimetres, the longest foot each size takes. To use them, measure the foot heel to toe in millimetres and compare that measurement with the figure for each size. Alternatively, enter the measurement in the size finder on the same product page, which gives one size.

Black Tulip's EU size equivalents range from EU 36 to EU 41: UK 3 is EU 36, UK 4 is EU 37, UK 5 is EU 38, UK 6 is EU 39, UK 7 is EU 40 and UK 8 is EU 41. Black Tulip makes whole sizes only, UK 3 to 8, with no half sizes.

Black Tulip shoes come in a UK 3 (EU 36), the smallest of Black Tulip's six whole sizes, UK 3 to 8. The UK 3 is made in every Black Tulip footwear style. Finding a size, UK 3 or any other, starts with measuring the foot heel to toe in millimetres.

Black Tulip does not make shoes in a UK 9: the largest Black Tulip size is UK 8, which is EU 41. The range is whole sizes only, UK 3 to 8, and no Black Tulip style is made in a size above UK 8.

Black Tulip makes every footwear style in the same six whole sizes, UK 3 to 8, but the size finder works style by style, so check each style rather than assuming the same size. The millimetre figures for the longest foot each size takes are published separately for each style that has them. Measure the foot once, heel to toe in millimetres, then use the size finder for each of those styles. The Tessa Sandal's millimetre size chart is on its product page.

Black Tulip's trainers and boots use LWG-certified leather, and the upper materials vary by style. The Maple Knee Boot's upper is full-grain leather throughout, and the Iris Kitten Heel Ankle Boot's upper is suede throughout. The Arbi Sleek Trainer and the Cassava Classic Tennis Trainer have leather and leather suede uppers, with nylon or patent leather panels on some Arbi colourways, while the Willow All Day Trainer's upper is leather, leather suede, patent leather and nylon. Each of the five styles has an all-leather insock.

Black Tulip's trainers, boots and loafer have an all-leather insock over padding, and the padding depends on the style. The Arbi Sleek Trainer and Cassava Classic Tennis Trainer have PU cushioned padding. The Willow All Day Trainer, Maple Knee Boot, Iris Kitten Heel Ankle Boot and Clover Woven Loafer have memory foam padding.

Black Tulip uses cemented construction on the Arbi Sleek Trainer, the Willow All Day Trainer, the Maple Knee Boot, the Iris Kitten Heel Ankle Boot, the Clover Woven Loafer and the Tessa Sandal, and Strobel construction on the Cassava Classic Tennis Trainer. Sole materials differ by style: durable man-made on the Arbi and the Cassava, flexible man-made on the Willow, and man-made on the Maple, Iris, Clover and Tessa Sandal.

Black Tulip's Maple Knee Boot has an upper entirely of full-grain leather that needs a wipe with a soft damp cloth after wear, while the Iris Kitten Heel Ankle Boot has an upper entirely of suede that needs a brush-and-protect routine. A neutral leather conditioner can be used on the Maple as needed. For both boots, air dry away from direct heat and avoid prolonged water contact.

Black Tulip lines the Maple Knee Boot, the Iris Kitten Heel Ankle Boot and the Clover Woven Loafer entirely in leather, and lines its trainers with a leather collar and either stretch knit or textile. The Arbi Sleek Trainer and the Cassava Classic Tennis Trainer have the leather collar with stretch knit, and the Willow All Day Trainer has the leather collar with textile.

Black Tulip care instructions are on the product page of each style. The Maple Knee Boot page, for example, says to wipe with a soft damp cloth after wear and to use a neutral leather conditioner as needed. The Iris Kitten Heel Ankle Boot page sets out a brush-and-protect routine for the suede.

Black Tulip's warranty covers manufacturing faults for six months from the day the order is delivered. It is separate from the 30-day returns window, which also runs from delivery. To make a claim, email customercare@blacktulipstudio.com with the order number and a photo of the fault; Black Tulip replies within two working days. Customer service hours are Monday to Friday, 10am to 4pm.

Black Tulip warranty claims are made by email to customercare@blacktulipstudio.com, with the order number and a photo of the fault. A claim covers manufacturing faults and needs to be sent within six months of the day the order is delivered. Black Tulip replies within two working days. Customer service hours are Monday to Friday, 10am to 4pm.

Black Tulip does not describe the Maple Knee Boot or the Iris Kitten Heel Ankle Boot as waterproof. The care guidance for both boots is to avoid prolonged water contact and to air dry away from direct heat. The suede on the Iris Kitten Heel Ankle Boot also needs a brush-and-protect routine.

Black Tulip's warranty is limited to manufacturing faults and does not cover normal wear and tear, accidental damage, misuse, improper care, or work done on the pair elsewhere. The cover lasts six months, counted from delivery of the order, and statutory rights are unaffected by the warranty.

Black Tulip gift cards are emailed, not posted, so a gift card arrives in an inbox rather than through the letterbox. Gift cards cannot be returned: they are one of the two exclusions from the 30-day returns policy, the other being personalised items. Email customercare@blacktulipstudio.com with any question about a Black Tulip gift card.

Black Tulip accepts Visa, Mastercard and American Express cards, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna. The methods available on an order are shown at the payment step of checkout, and every Black Tulip order is charged in pounds sterling. The payment method cannot be changed once an order has been paid.

Black Tulip orders can be changed or cancelled until they are dispatched, by email to customercare@blacktulipstudio.com with the order number, which starts with BTO# and is in the order confirmation email. After dispatch, an order is handled as a return instead, within 30 days from delivery. The payment method on an order cannot be changed once the order is paid.

Black Tulip does not require an account to place an order: guest checkout is available, and an account is optional. Without an account, an order can still be returned through the returns portal at https://blacktulipstudio.com/apps/return_prime with the order number and the order email, and a change or cancellation is made by email to customercare@blacktulipstudio.com with the order number.

Black Tulip accounts have no password. To sign in, enter the email address on the account, and Black Tulip sends a one-time code to that address; entering the code opens the account. Because no password exists, there is nothing to reset: a new code is sent at each sign-in. An account is optional, as guest checkout is also available.

Black Tulip order history is in the customer account. To see it, sign in with the email address used to order and the one-time code Black Tulip sends to that address, as there is no password. Each order is listed with its order number, which begins BTO#, and the order confirmation email carries the same number.

Black Tulip can be contacted by email at customercare@blacktulipstudio.com or by phone on 07443 462204. Customer service hours are Monday to Friday, 10am to 4pm. An email can be sent at any time, and for a question about an order, putting the order details in the message keeps everything in one place.

Black Tulip's customer service hours are Monday to Friday, 10am to 4pm. Questions can be emailed to customercare@blacktulipstudio.com at any time, including outside those hours, and customer service works through them from Monday to Friday. For a question about an order, the order details belong in the email.

Black Tulip has had about 3,000 customers since 2023. The Black Tulip footwear range is made in whole sizes only, UK 3 to 8. Returns run for 30 days from the day an order is delivered, so the window opens when the parcel arrives.

Black Tulip replies to emails within two working days. The two-working-day reply time applies to every email sent to customercare@blacktulipstudio.com, whether the message is a general question, a request to change or cancel an order, or a warranty claim. Emails can be sent at any time, including outside customer service hours.