FAQ

What is the shipping time?

The product is in stock in our warehouse. The order is processed between 24h / 48h then delivered to your home between 7 and 14 working days.

By choosing the option "Priority delivery (your order processed the same day)", this implies that your order will be processed within 12 hours.
This has no impact on delivery times which remain from 7 to 14 working days.

Delivery may take longer for the following countries:
India, Australia, New Zealand, Russia, the Baltic States, Israel, Poland and Brazil.
We are currently working on faster and more efficient logistics to deliver faster to these regions.


Do you ship all over the world?

Yes, absolutely. We ship worldwide.


Where are you located?

Our offices are located in Bordeaux, France. Our warehouses are located in Asia.


Do you provide product tracking information?
After placing your order, you will receive an email within 2 to 3 days with your tracking information to see the status of your order.

If you have any problems send us an email at  contact@blacksquale.com.


I received a damaged item. What can I do ?

We are really sorry to hear that.
Simply send us a photo of the damaged item in question to the email address: contact@blacksquale.com
We will then send you a similar replacement item as soon as possible. 
Any damage that you may notice on its packaging cannot be taken into account for a replacement of your product.


I made the wrong address in my order. Can I change it? 

You can change your mailing address within 24 hours of purchase. To do so, follow the steps below:
Send us an e-mail at  contact@blacksquale.com
Insert the subject of the email: "Error modification postal address"
Attach your order number to your email.

If your mailing address change request occurs after 24 hours after your purchase, we will no longer be able to change your address and no refund will be issued.


I still have not received my order

We apologize for the delay. Sometimes international shipping may take longer than expected due to customs clearance process. You can instead track your order and see where it is at any time.

If you feel that you need help in consulting the tracking of your items or if you wish to inquire about our logistics, we invite you to send us an e-mail at the following address: contact@blacksquale.com

 

Do you have a refund policy?

We do our best to resolve any issues that our customers may encounter with their items online.
You have 30 days from the date of receipt of your order to return your product to us and claim a refund.

For more information, please read our returns policy: 
Returns Policy


Specific conditions

The photos available on our e-commerce site https://blacksquale.com/ are non-contractual. Your article may need to be modified without modifying its function.