icon index

PAYMENTS

Below are some of are common questions about Payments.

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

Standard checkout: this option enables you to use either a Credit card, Debit card, Klarna or PayPal with custom details.

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.

 E-Gift Card or Gift Voucher: You may pay for your order using these options, simply select the ‘standard checkout’,
enter the code into the box marked ‘Gift Voucher Code’ before payment and click ‘Apply’.

If you’d like to pay with Klarna (pay later) or Klarna (Pay in 3), just scroll down when checking out and select ‘Standard Checkout’, filling in your details and clicking ‘Submit’. We’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, you’ll receive an email with payment instructions within two working days from Klarna. You’ll then have 30 days to try on your order and only pay when you’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.

This is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payments for
each installment will automatically be collected from the debit or credit card you entered at checkout. Your first installment will be collected when your order is confirmed by us, and installment 2 and 3 are scheduled 30 and 60 days later, relatively.

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

We are sorry to hear you’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.

E-Gift card & Gift Cards

Below are some common questions about E-Gift card & Gift Cards.

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 ‘Standard Checkout’, enter the code into the box marked ‘Gift Voucher Code’ before payment and click ‘Apply’.

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 can’t figure out why it is not working, please get in touch with our customer service team and they’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 don’t miss out on using it towards purchasing an item.

ACCOUNT

Below are some common questions about accounts

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

Option 1: If you do choose to create an account, we will offer you free standard shipping on all of your orders.

Option 2: If you do choose to create an account, you can upgrade your free standard shipping to express without any
extra fees for your first order.

Head across to the account page or click the amount 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 we’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 ‘unsubscribe’ at the bottom of any of our marketing emails or reply ‘STOP’ 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.

OUR STOCKIST

Below are some common questions about our stockist.

If you purchased a Black Tulip item through one of our Stockist, and you would like a refund or exchange processed, we please ask you to go back to the store as your contract lies with them.

WORKING WITH US

Below are some common questions about working with us.

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.

WARRANTY & REPAIRS

Below are some common questions about Warranty & Repairs.

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 3-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.

If you purchased an item directly from one of our authorized stockist, please return it to them for assistance. The stockist will then liaise with our wholesale team to resolve any issues in accordance with their discretion. We are committed to ensuring that you receive the best possible support and resolution for any concerns with your Black Tulip purchase.

PRODUCT INFORMATION

Below are some common questions about Warranty & Repairs.

BASIC CARE INFORMATION

  • To keep your boots in optimal condition, we recommend treating them with a suede/nubuck protector once a month. It's best to apply the protector lightly and sparingly, ensuring you spray from a distance of at least 30 cm. Allow the product to dry for an hour before wearing.

  • Before using any care product, it's essential to read and follow the instructions provided. We recommend testing the product on a hidden area of your boots first to ensure compatibility. Please note that Black Tulip cannot be held responsible for any issues arising from the improper use of care or cleaning products. If you have any concerns or questions, our Customer Service team is here to assist you.

  • To keep your leather boots soft and supple, it's important to provide them with regular oil/moisture treatment. We recommend using a high-quality leather cream at least once a month. Apply the cream using a sponge or brush, focusing on the toe creases, flex points, and around the sole unit of the boot.

  • Before using any care product, please read and follow the instructions provided. It's advisable to test the product on a small, inconspicuous area of your boots first to ensure compatibility. Please note that Black Tulip cannot be held responsible for any issues arising from the improper use of care or cleaning products. If you have any concerns or
    questions, please reach out to our Customer Service team for assistance.

  • Calf hair is a delicate material that may naturally shed. Regular friction or rubbing against other materials can accelerate the shedding process. While you can use a suede/nubuck protector on haircalf products, we recommend spot testing the product first as it may be absorbed into the individual hair fibers, potentially darkening the appearance.

  • Prior to using any care product, please carefully read the instructions provided and perform a test on a small, hidden area. Black Tulip cannot be held responsible for any issues resulting from the improper use of care or cleaning products. If you have any concerns or questions, please reach out to our Customer Service team for assistance.

  • For canvas and velvet materials, we recommend using a suede/nubuck protector lightly and sparingly. After application, allow it to dry for an hour. To clean the item, use a damp cloth. In case of dirt or mud, let it dry naturally and then remove it using a soft brush or a lightly damp, neutral-colored microfiber cloth. Please note that these materials cannot be put in the washing machine.

  • Always remember to read the instructions provided with the care product and perform a test on a hidden area before applying it to the entire item. Black Tulip cannot be held responsible for any issues resulting from the improper use of care or cleaning products. If you have any concerns or questions, please reach out to our Customer Service team for assistance.

  • To clean your suede or nubuck boots, start by removing dried dirt or marked fibers using a soft suede brush. Brush gently in the direction of the suede. If your boots get wet, allow them to dry naturally and brush them gently afterward. Please do not wash your suede and nubuck products in the washing machine.

  • In the case of spills involving corrosive or highly pigmented liquids, immediately soak up the liquid and wipe the affected area with a lightly damp, neutral-colored microfiber cloth. If the stain persists, we recommend seeking assistance from a professional cleaner.

  • Always remember to read the instructions provided with the care product and perform a test on a hidden area before applying it to the entire item. Black Tulip cannot be held responsible for any issues resulting from the improper use of care or cleaning products. If you have any concerns or questions, please reach out to our Customer Service team for assistance.
  • To maintain the integrity of the leather, promptly remove any mud or dirt. Gently clean the leather using a damp microfiber cloth in a neutral color, and allow it to air dry naturally. Please do not wash your leather products in the washing machine.

  • To clean your haircalf product, we recommend using a damp cloth to wipe away any dirt or spills, followed by gently brushing in the direction of the hair. It's important to avoid excessive force or pressure while brushing. Please do not wash your calf hair products in the washing machine.

  • To keep your cherished Black Tulip products in optimal condition, we recommend storing them in a cool, dry place away from direct sunlight. For mid-calf and tall boots, using boot trees is advised to preserve their original shape and prevent creasing in the ankle area. Whenever possible, store your boots in the provided dust bags and box to protect them from dust and maintain their pristine appearance.

  • For your convenience, we provide size and fitting guidance for all our products whenever necessary. Simply click on the 'Size Guide' link for detailed information to ensure the perfect fit. We want to make your shopping experience as seamless as possible.

  • As our boots are crafted from natural materials, they will naturally mold to your feet over time and with regular wear. The leather or suede will soften, and you may notice a slight drop in the material, particularly around the ankle area. These natural occurrences are a testament to the authenticity of the materials used and should be embraced without any
    cause for concern. It's all part of the unique charm and character of our boots.

  • Our boots, made from natural materials, may experience slight changes over time, particularly in the length around the ankle area. This natural process may lead to a minor drop of approximately 0.5-1 cm in length. Rest assured, this is completely normal and should not cause any concern. If you need additional support or prefer a higher heel height, we suggest considering heel raisers. These accessories can help achieve the desired elevation and enhance the fit of your boots.

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.

WHAT COURIERS CAN I USE TO RETURN MY ITEMS?
For UK orders we offer a free returns service. For returns please get in touch with our customer service team.

HOW DO I GET A FREE RETURNS LABEL FOR UK ORDERS?
Please get in touch with our Customer Service team for return labels.

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

If the item you would like to exchange to is unavailable, we will contact you by e-mail with a solution. If we do not receive confirmation of how you wish to proceed with your exchange, we will issue a refund within 10 working days. The money will go back onto the original payment method used.

STOCKIST RETURNS
If you purchased a Black Tulip item through one of our Stockist, and you would like a refund or exchange processed, we please ask you to go back to the store
as your contract lies with them. Please find their contact details on our Stockist Page to get in touch with them directly.

HAVE YOU RECEIVED MY RETURN?
It can take up to 3-5 working days for your parcel to be returned to us. If you would like to track the progress of your return, please head across to the
courier's portal.
It is important you keep hold of your tracking receipt so that you can follow the return. Also, without it, we can't guarantee that we will be able to locate or
process your return if the parcel goes missing.

DELIVERY INFORMATION

Below are some common questions about delivery information

In the UK you’ll have the following delivery options:

UK-Mainland

DHL DELIVERY (next working day)

  • £4.95 for orders under £250
  • Free for orders over £250
  • For certain postcodes, you will have the options to upgrade for Saturday, Sunday or pre-10 am delivery.

EVRI delivery (2 to 4 working day tracked)

  • £3.95 for orders under £100
  • Free for over £100
  • *(working day: Monday-Friday)

Northern Ireland

Royal Mail (3 to 5 working day tracked)

  • £3.95 for orders under £175
  • Free for orders over £175

International deliveries are based on your location.

FedEx worldwide express delivery

  • Charges for International shipments:
  • Europe €30
  • America $35
  • Canada CAD$40
  • Australia AUD$65
  • Rest of the world $45

We offer a worldwide ‘delivered duties paid’ service where possible, which means we will cover all duties and taxes required on international shipments. We may need to contact you if local import regulations require additional information. For example, for international shipments to businesses, we will require an EORI number, a PID or VAT for certain countries.

ORDERING

Below are some common questions about ordering.

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.

We offer a next working day service with DHL for orders placed by 1pm (UK time). Some postcode exclusion apply. We offer a tracked 2-4 day service with Evri as long as you order by 1pm (UK time)

We offer a 3-7 working day service with FedEx for overseas orders.

Please note that for Northern Ireland, the Channel Island, the Scilly Isles, the Highlands, and certain areas in Scotland the Evri services may take up to 2-5 working days.

Unfortunately, due to how our system runs, we are unable to cancel or amend an order once it has been placed.

If you have selected this option, please allow an additional 48 hours for the orders to be dispatched.

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 ‘track my order’.

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

Usually our courier will automatically try and redeliver your order next working day. However, please feel free to get in touch with our customer service team who can assist further.

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.

At Black Tulip, 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. Please note that once these items are sold out, they will not be restocked. However, we recommend checking for returned orders as they may become available on our website again for purchase. Keep an eye out for these unique opportunities to celebrate special occasions or support charitable causes.

Didn't find your answer?

Don't hestitate to contact us

Contact us
Accessibility
Adjust text colors
Checked mark
Adjust heading colors
Checked mark
Adjust background colors
Checked mark