What the FAQ?!

Company details

BLACKFISH
Schoutenstraat 3
Utrecht
Netherlands

030 6624395
Available during business hours

info@blackfish.store

MON - Closed
TUE - 11:00 / 18:00
WED - 11:00 / 18:00
THU - 11:00 / 18:00
FRI - 11:00 / 18:00
SAT - 11:00 / 18:00
SUN - 13:00 / 17:00

Contact us

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Frequently asked questions

1. Order Issues
1.1 What is the delivery time?

For shipments within the Netherlands, it usually takes 1 to 3 business days to receive your order. In Western Europe it usually takes 5-7 business days until your package is delivered. In the other European countries it takes 7-10 business days and outside Europe usually 8-15 days. Shipments outside of Europe may take longer due to customs. 

During holidays delivery times may take a bit longer. 

You always receive a track & trace code so you can track the status of your order.

1.2 I have not received an order confirmation?

It may be that these are blocked by the spam filter of your e-mail program. We advise you to check your spam filter settings and adjust them if necessary. If you can not figure it out, please contact us, we are happy to help. This can be done via an email to info@blackfish.store or a phone call to (+31)(0)30-6624395.

1.3 Can I pay with my blackfish credit / gift card?

Unfortunately it is currently not possible to pay with your BLACKFISH Credit / Gift Card in our webshop.

What we can do is convert the credit on your card to webshop credit by means of a webshop code. If you want to do this, please send us an email at info@blackfish.store and mention your name, credit / gift card code (this is under the bar code) and the fact that you want to convert this into a webshop code.

1.4 What payment methods can I use?

At BLACKFISH you can pay with as many as 14 payment methods! For an overview of our payment methods and any additional costs, please check our Payment Methods page.

1.5 Something went wrong during the payment process. What should I do?

No worries! No money will be debited from your account if something goes wrong during the payment process. However, we can not complete your order.

You automatically receive an email with a link to pay for your order an hour after placing it. If you do not respond to this, you will receive another email with a payment link after 6 hours. If you do not pay this one either, we will cancel your order. After your order is cancelled you can place a new order.

If you want a new payment link right away, you can send us an email at info@blackfish.store or call us at (+31)(0)30-6624395.

2. Returns & Refunds
2.1 How do I return an item?

• If the ordered item is not what you expected, you may return this item within 14 days after receiving your package.

• Please note: we do not take back clothing that has been worn, clothing with (make-up) stains or damaged clothing. All clothing tags must be present. Make-up, earrings, underwear, lingerie and swimwear can only returned if they are unopened, or if it's clearly visible that they weren't used (this is because of hygiene).

• If your return meets the aforementioned conditions, you can send out your return:

 

Return Shipment

• Check the item or items you want to return on the supplied return form

• You can use the original box or shipping bag for your return shipment. If the plastic packaging has been damaged and can no longer be sealed with tape,  then we kindly ask you to use an old box or alternative packaging.

• Within 14 days of receiving your order, and including a filled in return form, send the items to the address below. For returns within Europe you can also create a return label via the track & trace email from PostNL.

 

BLACKFISH

Schoutenstraat 3
3512 GA
Utrecht
THE NETHERLANDS

 

IMPORTANTThe return shipping costs are for your own account!

2.2 Can I also return a product in the (physical) store?

You can also return your item(s) at our (brick and mortar) store in Utrecht. If you do, don't forget to bring the packing slip, invoice or a valid ID, so we can verify it's really you. 

We cannot refund your payment at the spot; this will happen online. The refunded amount will be transferred back to the (bank)account you used to make the payment. 

2.3 Can I also return 'sale' items?

Yes, of course you can!

2.4 When and how do I get my money back?

As soon as we have received your package, we will check the items and we will, after approval, transfer the amount to be credited back to you. We will transfer this within 7 business days on the (bank)account known to us. You will receive a confirmation email as soon as we have refunded the amount.
If your money is not credited to your account after 7 business days, please contact us!

2.5 I want to exchange my product(s) for a different size or different product. How does that work?

You may want to exchange a product for a different size or different product. This is possible, of course!

1. Return your product(s) as described at section 2.1 (above)

2. Order the new product (or a different size) on our webshop. (you're making a new order).

3. As soon as we have received your returned item you will be notified. We deposit the money back to the account known to us, at the latest 7 days after receiving your returned product(s).

2.6 Can I return items from different orders in one box?

You can safely return multiple orders in one box as long as you follow the aforementioned steps of returning items.  Don't forget to include the filled in Return Forms!

2.7 How do I return items that I have received in a plastic bag?

It is possible that you receive an order in a plastic bag ('shipping bag'), instead of a cardboard box. The process to return this order is the same as with a box. 

Has the plastic packaging been damaged very badly when opened and can it no longer be sealed with tape? Then we kindly ask you to use an old box or alternative packaging.

2.8 Do I also get my shipping and payment costs refunded?

If you return an order, you will also be reimbursed for the shipping costs and (if applicable) payment costs. If you only send back a part of your order, the payment and shipping costs will not be credited.

If you had the advantage of free shipping above €50 (or €100 outside the Netherlands), and the order amount after return is lower than €50/€100, then we still charge the shipping costs by settling it with the to be returned amount. We do this to prevent abuse of our 'free shipping' service.

2.9 How does the warranty on articles work?

You are always entitled to the legal Dutch warranty. This means that a product is or must do what the consumer can expect in all reasonableness.

If this is not the case, please contact us. Then we'll look at what we can do for you.

Defects that are not covered by the warranty:

Normal wear and tear of clothing.
Normal wear and tear from outside effects.
Defects caused by incorrect or intensive use.
Excessive perspiration.
Delivery and discolouration of clothing.
The pilling of clothing.
Defects caused by washing or drying.
Wear to swimwear. Defects caused by external influences, for example; friction, sharp objects or chemicals.
Defects in water- and/or windproofness of clothing, unless strictly stated in the product description in our webshop.
Articles that cause physical discomfort because of the fit or model, for example; sweating or blistering.

2.10 My article is defective. What should I do?

When an item is damaged or defective, you can use your Dutch right of reclamation.

For this we kindly ask you to send us the following by mail to info@blackfish.store

A clear and complete description of how the damage or the defect occurred.
Three to four photos that prove the damage or the defect.
The damage or the defect must be clearly visible on at least one photo.
In addition, the complete article must be photographed once with the front and once with the back.
Please note that the e-mail, including photos, does not exceed 18 MB. We therefore recommend that you send your photos as a JPEG file.
After receiving the photos your request will be processed as soon as possible. You will receive a message within a few days about the further processing of your request.


You can also come to our physical store in Utrecht with the defective item, and we'll look for a solution right away. 

3. Other questions
3.1 Do you also pierce ears?

Yes, we do! At our store in Utrecht we also pierce earlobes! Check this page for more info!

3.2 My question isn't mentioned

If you have a question or problem not mentioned above, please contact us!

You can mail us at info@blackfish.store or call us at (+31)(0)30 662 43 95 (available during our opening hours).

You can also visit our physical store:

BLACKFISH

Schoutenstraat 3

3512 GA, Utrecht

THE NETHERLANDS

Closed on Mondays

Tuesday to Saturday: 11:00 to 18:00 (CET)

Sunday: 13:00 to 17:00 (CET)

(Check google for different opening hours during holidays)