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PAYMENTS
Below are some of are common questions about Payments.
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.
ย E-Gift Card or Gift Voucher: You may pay for your order using these options, simply select the โstandard checkoutโ,
enter the code into the box marked โGift Voucher Codeโ before payment and click โApplyโ.
HOW DO I PAY WITH KLARNA?
If youโd like to pay with Klarna (pay later) or Klarna (Pay in 3), just scroll down when checking out and select โStandard Checkoutโ, filling in your details and clicking โSubmitโ. Weโll 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, youโll receive an email with payment instructions within two working days from Klarna. Youโll then have 30 days to try on your order and only pay when youโre 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 Klarnaโs 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 youโre 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.
E-Gift card & Gift Cards
Below are some common questions about E-Gift card & Gift Cards
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 โStandard Checkoutโ, enter the code into the box marked โGift Voucher Codeโ before payment and click โApplyโ.
I CANโT 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 ISNโT 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 canโt figure out why it is not working, please get in touch with our customer service team and theyโll 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 donโt miss out on using it towards purchasing an item.
ACCOUNT
Below are some common questions about accounts
DO I NEED AN ACCOUNT TO BUY SOMETHING ONLINE?
You do not need an account to purchase from us online. Youโre very welcome to continue through checkout as a guest. However, creating an account means youโll 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 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 weโll send you an invitation to create one.
IโM 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 โunsubscribeโ at the bottom of any of our marketing emails or reply โSTOPโ to SMS notification.
I HAVE PLACED AN ORDER, BUT I CANโT 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.
WORKING WITH US
Below are some common questions about working with us.
IโD 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
Below are some common questions about Warranty & Repairs.
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.
PRODUCT INFORMATION
Below are some common questions about Warranty & Repairs.
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.
SIZE & FITTING
- 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.
DELIVERY AND RETURNS
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.
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 FREE RETURNS 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 business days to
HAVE YOU RECEIVED MY RETURN?
Once we receive your package, refunds or store credits may take up to 10 business days to process.
DELIVERY INFORMATION
Below are some common questions about delivery information
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 within the UK. We donโt currently provide international delivery.
ORDERING
Below are some common questions about ordering.
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?
Unfortunately, due to how our system runs, we are unable to cancel or amend an order once it has been placed.
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 โtrack my orderโ.
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.
