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Account Information
Orders & Payments
Shipping & Returns
Warranty & Repairs
Product Information
E-Gift Card & Gift Cards
Ordering

You do not need an account to purchase from us online. Youโ€™re very welcome to continue through checkout as a guest. However, creating an account means youโ€™ll be able to track your order, view your previous orders and store your details for next time.

Head across to the account page or click the account button at the top of the page and enter your details here. If you have ordered without creating an account in the past, please get in touch with our customer service team and weโ€™ll send you an invitation to create one.

If you have forgotten your password, you can request a password reset by heading to the login page.

Simply go to our unsubscribe page link here and enter the details you would like us to remove. Otherwise, simply click โ€˜unsubscribeโ€™ at the bottom of any of our marketing emails or reply โ€˜STOPโ€™ to SMS notification.

If you have ordered from us but can't see it in your account, first double check the email address you used. If you still are having trouble with locating your order, please reach out to our customer service team.

We accept many forms of online payments, including all major credit and debit cards.

Express checkout: this option enables our quicker checkout using PayPal, Shop Pay or Apple Pay. please remember, all of your details will autofill when selecting this option, so be sure to double check the right information is provided before finalizing the payment.

ย E-Gift Card or Gift Voucher: You may pay for your order using these options, simply select the โ€˜standard checkoutโ€™, enter the code into the box marked โ€˜Gift Voucher Codeโ€™ before payment and click โ€˜Applyโ€™.

If youโ€™d like to pay with Klarna (pay later) or Klarna (Pay in 3), just scroll down when checking out and select โ€˜Standard Checkoutโ€™, filling in your details and clicking โ€˜Submitโ€™. Weโ€™ll then take you through to Klarna, where you can login to your account or apply for a new one. Find out more here.

This is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, youโ€™ll receive an email with payment instructions within two working days from Klarna. Youโ€™ll then have 30 days to try on your order and only pay when youโ€™re happy. To complete the payment, you can pay via credit or with a debit card in the Klarna app or by logging into www.klarna.com/uk.

You can visit Klarnaโ€™s Customer Service page for a full list of FAQs, live chat and telephone options.

We are sorry to hear youโ€™re having issues with your payment. Please reach out to our customer service team who will be happy to help.

Unfortunately, once you have placed your order and paid, we cannot change the payment method used.

  • Please visit our shipping page to get all the information on delivery options.

At this time, we only offer shipping to the UK and USA. For more information visit our shipping page.

REFUNDS & EXCHANGES POLICY

If the items purchased are not for you, we offer a generous 30-day refund or exchange policy, on all items bought directly from us.
All we ask is the items are unworn, and in a resalable condition with all of the original packaging included. If the items are not returned to us in the same condition, we sent it out to you in, unfortunately we will not be able to process the refund or exchange you wish to receive.

Returns & Exchanges (USA)

We offer a 30-day return policy from the date of delivery. Items must be unworn, in resellable condition, and include all original packaging. To initiate a return, email customercare@blacktulipstudio.com. A flat return fee of $19.00 applies.

To start your exchange or return, visit our return portal. Have your Order Number and the email address you used to place the order ready to begin the process.

HOW DO I GET A RETURN LABEL FOR UK ORDERS?

To start your exchange or return, visit our return portal. Have your Order Number and the email address you used to place the order ready to begin the process.

HOW LONG DOES IT TAKE FOR A REFUND OR EXCHANGE TO BE PROCESSED?ย 

Once we receive your package, refunds or store credits may take up to 10-12 business days to process.


HAVE YOU RECEIVED MY RETURN?
Once we receive your package, refunds or store credits may take up to 10-12 business days to process.

We are delighted to hear that you are interested in joining us. To see what job vacancies we have, please head across to our careers page here.

At Black Tulip, we place immense value on the craftsmanship of our products. We meticulously source premium materials and uphold the highest manufacturing standards to ensure that our products are of exceptional quality and durability.

To provide peace of mind to our customers, all of our products are backed by a generous 6-month warranty from the date of purchase. This warranty covers manufacturing faults, while normal wear and tear, accidental damage, misuse, and unauthorized repairs are not covered. Rest assured, your statutory rights remain unaffected, and proof of purchase will be required for warranty claims.

BASIC CARE INFORMATION

General Care:

  • Store your products in a cool, dry place away from direct sunlight. Use dust bags and boxes to keep them clean and preserve their shape.

Leather Products:

  • Apply a high-quality leather cream or conditioner once a month using a sponge or brush, focusing on creases and flex points.
  • Clean with a damp, neutral-colored microfiber cloth and let air dry. Avoid machine washing.
  • For spills, blot immediately with a damp cloth. For persistent stains, seek professional cleaning.

Suede & Nubuck:

  • Lightly apply a suede/nubuck protector once a month, spraying from at least 30 cm away. Allow it to dry for an hour before wearing.
  • Use a soft suede brush to remove dirt, brushing in the direction of the material. Let wet items air dry naturally. Do not machine wash.
  • For stains, blot with a damp cloth and seek professional help if needed.

Calf Hair:

  • Apply a suede/nubuck protector lightly and spot test first as it may darken the hair. Clean with a damp cloth and brush gently in the direction of the hair.
  • Avoid machine washing.

Canvas & Velvet:

  • Use a suede/nubuck protector lightly and let it dry for an hour. Clean with a damp cloth or soft brush. Allow dirt to dry before removing. Do not machine wash.

For any questions or concerns, please contact our Customer Service team.

  • For your convenience, detailed size and fitting guidance is available for all our footwear products. Simply click on the 'Size Guide' link to find the perfect fit and make your shopping experience seamless.
  • Our products, crafted from natural materials, will naturally conform to your feet with regular wear. Leather, suede, or other materials may soften and slightly adjust, especially around the ankle. This minor change, usually about 0.5-1 cm, is normal and highlights the authenticity of the materials.
  • If you prefer additional support or a different fit, consider using accessories like heel raisers to adjust the fit and achieve your desired elevation.

Of course, head over to our E-voucher page, choose the amount you would like to purchase and then follow the steps through the checkout stage. We will send the E-voucher to your email address, where you can then forward it onto the recipient it was purchased for.

Our E-Voucher and Gift cards are valid for one year from the date it was purchased. Please be aware it is your responsibility to ensure the E-Voucher or Gift card is used throughout this time.

Absolutely, you can pay for your orders using this option, simply select the โ€˜Standard Checkoutโ€™, enter the code into the box marked โ€˜Gift Voucher Codeโ€™ before payment and click โ€˜Applyโ€™.

If you have misplaced your E Voucher or Gift card, please do not worry as it is not lost. If you drop our customer service team a message with who purchased it, they will soon find it.

Please check the expiry date as our E-voucher and gift cards are valid for one year after they are bought. If it is still in date, check the amount available by clicking the link attached to the email. If you still canโ€™t figure out why it is not working, please get in touch with our customer service team and theyโ€™ll check it for you.

Unfortunately, once your E-voucher or Gift card has expired we are unable to extend it. Therefore, please make sure you are aware of the expiry date, so you donโ€™t miss out on using it towards purchasing an item.

You can place an order on our website, you can log into your Black Tulip account to use your stored details, or alternatively, you can check out as a guest.

  • Please visit our shipping page to get all the information on delivery options.

Yes, if your order has not yet been processed, you can request a cancellation by emailing customercare@blacktulipstudio.com with your order number.

If your order has already been processed and fulfilled, cancellation may not be possible. In such cases, you can return the product once it arrives by following our Returns Policy.

Need help? Our team is happy to assistโ€”just reach out!

Yes, once your order has been placed an email will be sent to the email address that was provided at the checkout stage.

Yes, once your order has been packaged, and is ready to be collected by the courier you will be sent an email.

Once your order leaves the warehouse you will receive an email from the courier providing you with the tracking number. you can also find the tracking number on the shipping confirmation email, simply click on โ€˜track my orderโ€™.

If your order has not arrived within the expected timeframe, please get in touch with our customer service team.

If you miss your delivery, the courier will usually try again the next working day. If you need to reschedule, just contact the courier directly.

We restock our essentials line products throughout the year, if the item you're currently looking for is out of stock we advise to sign up for our back in stock email or text message alert and we will let you know when it is available to order.

We occasionally offer exclusive, one-time-only items throughout the year. These special or limited-edition pieces can be found under the features tab below the product description.

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