Return period
You can exercise your right to return within 14 days of receiving your order. You must register your return through our returns portal. After successfully registering your return, you have 14 days to send the parcel back to us.
Returns for pre-orders
Items purchased as pre-orders are excluded from exchanges and returns. Since these products are reserved or produced specifically for you, cancellation or return is not possible once the order has been completed.
Condition of the goods
Please note: All items must have their original labels attached, be unworn, undamaged, free from odors (e.g. perfume, sweat, or smoke), and clean; otherwise, they cannot be refunded. Items that have already been washed will not be refunded. Packaging that is part of the product must also be returned complete and undamaged. If these conditions are not met, we reserve the right to withhold an appropriate portion of the refund.
Costs & refunds
We provide a DHL return label for a fee for returning your items. Once your return has arrived and the goods have been inspected, we will refund the amount within 14 days.
When registering your return, you can choose whether the refund should be issued to your original payment method or as store credit.
A shipping fee is charged for providing the return label and will be deducted from your refund amount. The costs depend on the country from which the return is sent:
Germany: €6.90
Belgium, Bulgaria, Denmark, Estonia, Finland, France, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Romania, Slovakia, Slovenia, Spain, the Czech Republic, Hungary, the United Kingdom, Cyprus: €10.90
Important for Australia, New Zealand, and Monaco
No DHL return label can be provided for returns from Australia, New Zealand, and Monaco. In this case, the return must be sent using your own shipping provider. Please be sure to keep the tracking label or proof of postage until your return has arrived and been processed by us.
Free gift policy
If your order includes a free product (“Free Gift”) tied to a minimum order value, it must also be returned if the remaining order value after the return falls below the minimum order value. Otherwise, the value of the free product will be deducted from the refund.
Exchange conditions
An exchange is only possible for a different size of the same item. For exchange requests, we provide you with a free DHL return label. This is intended to make the exchange as easy and convenient as possible for you. We will ship the new size as soon as your return has arrived. The new size will be reserved for you for 14 days. If your return does not arrive within this period, the reservation will be automatically canceled.
Claims
If an item arrives defective or damaged, please email us at customer@black-palms-label.com. Please always provide your order number and send us pictures of the items you wish to make a claim about.
After reviewing your claim, we will contact you and coordinate the next steps with you. Please note that claims can only be made within the statutory warranty period.