Shopping Bag
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Account Information
Pre-Order
Orders & Payments
Shipping & Returns
Warranty & Repairs
Size & Fit
E-Gift Card & Gift Cards
Ordering
Do I need an account to buy something online?
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.
How do I create an account?
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 we’ll send you an invitation to create one.
I’m having trouble accessing my account, what should I do?
If you have forgotten your password, you can request a password reset by heading to the login page.
How do I unsubscribe?
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.
I have placed an order, but I can’t find it in my account
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.
What does “Pre-Order” mean?
Pre-order allows you to reserve a style before it officially arrives in stock. By ordering early, you secure your size and colour from a limited production run.
Why does Black Tulip offer pre-orders?
We design and produce in small, intentional quantities. Pre-orders help us produce responsibly, avoid overstock, and prioritise the styles our community truly wants.
When will my pre-order be shipped?
Each pre-order product page shows an estimated shipping window. While we work carefully to meet these timelines, small changes can occasionally happen. If anything shifts, we’ll keep you informed.
Will I be charged at the time of ordering?
Yes. Payment is taken at checkout, just like a standard order.
What happens if my order includes both pre-order and in-stock items?
You can choose how you’d like your order handled at checkout:
- Ship together (default)
Your full order ships once the pre-order item is ready. - Split shipping (optional)
In-stock items ship immediately.
Pre-order items ship separately once available.
How does split shipping work?
If you choose split shipping:
- Your order is separated at our warehouse
- You may receive more than one tracking number
- Every shipment is fully tracked for peace of mind
What if my size doesn’t fit when my pre-order arrives?
No problem. Pre-orders follow the same returns policy as standard orders.
Can I cancel or change a pre-order?
Yes. If your pre-order hasn’t entered processing, you can request a cancellation or change by emailing customercare@blacktulipstudio.com with your order number.
Will I receive updates about my pre-order?
Yes. You’ll receive a confirmation email after ordering and another once your order ships. If there are any updates along the way, we’ll always let you know.
Will pre-order styles sell out?
Often, yes. Pre-order quantities are limited by design. Reserving early is the best way to secure your preferred size and colour.
What Are My Options for Paying Online?
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.
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’.
How do I pay with klarna?
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.
How does klarna pay later in 30 day work?
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.
I still have a question regarding how klarna payment works, who should I contact?
You can visit Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
I am having problems paying online, what should I do?
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.
Can I change my payment method once I have ordered?
Unfortunately, once you have placed your order and paid, we cannot change the payment method used.
What delivery options do you offer in the UK?
- Please visit our shipping page to get all the information on delivery options.
What delivery option do you offer outside the UK?
At this time, we only offer shipping to the UK. For more information visit our shipping page.
Delivery and Returns
What's your returns 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 within UK
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?
Once we receive your package, refunds or store credits may take up to 10-12 business days to process.
HAVE YOU RECEIVED MY REFUND?
Once we receive your package, refunds or store credits may take up to 10-12 business days to process.
I’d love to work for black tulip, how can I apply?
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
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.
How Do I Know If a Product Will Fit Me?
At Black Tulip, we understand that the perfect fit makes all the difference. Our footwear is designed to offer consistent sizing across styles, while maintaining comfort and structure. Most of our styles fit true to size. If you are between two sizes, we recommend measuring your foot length and referring to our size chart to select the best match.
To find your correct size:
- Measure your foot length (in cm) from heel to toe.
- Compare your measurement with our size chart.
- Select the corresponding EU size (UK and US conversions are also provided for your convenience).
Black Tulip Size Guide
| Foot Length (cm) | EU | UK | US | Foot Length (inch) |
|---|---|---|---|---|
| 22.9 | 36 | 3.5 | 6 | 9 |
| 23.3 | 37 | 4 | 6.5 | 9.2 |
| 24.0 | 38 | 5 | 7–7.5 | 9.4 |
| 24.6 | 39 | 6 | 8–8.5 | 9.7 |
| 25.4 | 40 | 7–7.5 | 9 | 10 |
| 25.7 | 41 | 8 | 10 | 10.1 |
We currently offer EU sizes 36 to 41 in most styles.
Please note:
- At the moment, we do not offer wide-fit or custom sizing options.
- Materials and design structure may slightly affect the feel of the fit.
If you're unsure about sizing, our customer care team is always happy to assist you before placing your order.
How to measure your feet ?
To ensure the best fit, follow these simple steps to measure your feet accurately at home:
Step 1: Place the Paper
Place a sheet of paper on a flat floor with one edge against a wall. Secure it with tape so it doesn’t move.
Step 2: Stand and Mark
Stand with your heel gently touching the wall. Keep your foot flat and your weight evenly distributed. Using a pen or pencil, mark the tip of your longest toe.
Step 3: Measure
Measure the distance from the wall to the mark in centimetres (cm).
Step 4: Measure Both Feet
Repeat the process for the other foot. If there is a difference, use the longer measurement.
Step 5: Choose Your Size
Match your foot length (cm) with the Black Tulip size chart to find your correct EU size.
Care information
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.
Can I treat someone to a black tulip gift card?
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.
How Long is my e-voucher or gift card valid 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.
Can I use a gift card online?
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’.
I can’t find my e-voucher and gift card code, what should I do?
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.
My gift card isn’t working!
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.
Will you extend my e-voucher or gift card?
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.
How do I place an order?
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.
When Will I receive my orders?
- Please visit our shipping page to get all the information on delivery options.
Can I cancel or amend my order?
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 assist—just reach out!
Will I receive a confirmation email for my order?
Yes, once your order has been placed an email will be sent to the email address that was provided at the checkout stage.
Will I receive a dispatch confirmation email for my order?
Yes, once your order has been packaged, and is ready to be collected by the courier you will be sent an email.
How do I track my order?
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’.
What should I do if my order has not arrived?
If your order has not arrived within the expected timeframe, please get in touch with our customer service team.
What should I do if I have missed my order being delivered?
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.
I have seen what I like, but it is out of stock.
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.
What are your limited and special edition products?
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.
Do you offer Blue Light or Military Discounts?
If you are a Blue Light Card holder or a member of the Military with a valid Defence Card, you are eligible for a 10% discount on full-price items, sale items are not included.
To receive your discount, please email an image of your valid card to our Customer Service team at customercare@blacktulipstudio.com. Once verified, we will share your unique discount code.
Please note that orders must be placed in the name of the card holder only.
