ORDER

WHAT METHODS OF PAYMENT ARE ACCEPTED?

HAS MY ORDER BEEN RECEIVED?

CAN I BUY A PRODUCT THAT IS NO LONGER AVAILABLE?

I STILL HAVEN'T RECEIVED MY ORDER, IS THERE A PROBLEM?

CAN I AMEND MY ORDER?

DELIVERY 

HOW LONG ARE YOUR DELIVERY TIMES?

WHAT IS THE SHIPPING COST?

HOW CAN I TRACK MY PARCEL?

WHAT HAPPENS IF I'M NOT IN WHEN THE DELIVERY ARRIVES?

CAN I CHANGE A DELIVERY ADDRESS / THE CONTENTS OF THE DELIVERY?

RETURNS

HOW DO I RETURN GOODS?

HOW CAN I EXCHANGE A PRODUCT?

WHAT ARE THE RETURN SHIPPING COST?

WHEN WILL I RECEIVE MY REFUND?

HAVE YOU RECEIVED MY RETURNS?

MY ITEM HAS A FAULT

REWARDS

WHEN WILL I GET MY LOYALTY POINTS?

I PLACED AN ORDER BUT I CAN'T FIND MY VOUCHER?

HOW DO I GET MY VOUCHER?

ORDER

WHAT METHODS OF PAYMENT ARE ACCEPTED?

We accept the following credit cards: Carte Bleue, Visa, Mastercard and American Express. We also accept payment by Paypal.

HAS MY ORDER BEEN RECEIVED?

Once your payment is accepted, you will be redirected to a screen on our website confirming your order. Within a few minutes, you will then receive a confirmation email summarising the details of your order. If you have not received this email, please check your junk mail and contact our Customer Service Department stating the time and date of your order, as well as the total amount of the order. We will then confirm whether the order has been received or whether further action is needed to confirm it.

CAN I BUY A PRODUCT THAT IS NO LONGER AVAILABLE?

When a product is listed as unavailable this means that it is temporarily out of stock. You can enter your email address to know when the product is available again. If you can't find a product on our website this mean that it is sold out, you can't order it.

I STILL HAVEN'T RECEIVED MY ORDER, IS THERE A PROBLEM?

First of all, check that your order has been received: following acceptance of your payment, you should have received an order confirmation email. If it is not in your inbox, check your spam folder.You should then have received an email telling you that your order has been dispatched. If you haven't received anything within 5 working days, and no note has been left in your letterbox by the Post Office or courier, contact our Customer Service Department .

CAN I AMEND MY ORDER?

To guarantee you the shortest delivery times, we prepare and dispatch your order within hours of you confirming your basket. This means that it is impossible to amend your order.

DELIVERY 

HOW LONG ARE YOUR DELIVERY TIMES?

Parcels are usually sent within 48 hours after reception of the payment. 

Shipping to FRANCE takes 3 days.

Shipping to EUROPE and AMERICA takes 5 to 7 days.

Parcels are sent via Colissimo with a tracking number and handed without signature.

We recommend you to group all your articles in a single order. We cannot group two orders placed separately and shipment charges apply to each of them.

WHAT IS THE SHIPPING COST?

FRANCE : Free

EUROPE (UE) & DOM TOM : 17,00€

EUROPE (out UE) & MAGHREB : 20,00€

AMERICA , AFRICA, OCEANIA : 24,00€

ASIA : 27,00€

HOW CAN I TRACK MY PARCEL?

Your order tracking number will be sent by email once your parcel has been passed to the courier. By clicking on it, you can access an interface enabling you to track the progress of your parcel. Your parcel number is also available in your customer area, under MY ORDERS.

WHAT HAPPENS IF I'M NOT IN WHEN THE DELIVERY ARRIVES?

If the order recipient is not in at the delivery address, your parcel will be left at the postal contact point and a note will be left in your letterbox indicating the details. Your parcel will be kept at the postal contact point for a period of 15 calendar days, counting from the day after the note was left. After this time, the parcel will be returned to us. If the time limit expiring is your fault (for example, the delivery address you provided was incorrect, or you have not been to collect the parcel within the 15-day limit) you will be responsible for the cost of returning the parcel. Do not hesistate to contact our customer service: contact@black-kaviar.com, in such cases, we can send back our order or refund it.

CAN I CHANGE A DELIVERY ADDRESS / THE CONTENTS OF THE DELIVERY?

Once the order has been confirmed, it is unfortunately no longer possible to make any changes. This is because, to guarantee you the shortest delivery times, we prepare your order within hours of you confirming your basket. However, it is possible to amend your default address for your next orders in your customer area.

RETURNS

HOW DO I RETURN GOODS?

You have fifteen (15) days from when you receive your order to return your purchases for a refund, if you’re not happy. The items must be returned in their original condition and packaging, accompanied by the delivery note that was enclosed with your parcel.

Returns can only be made by adhering strictly to the procedure below: 

Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or damaged.

The returns address is :

BERRY SERVICE
BLACK KAVIAR
Zone Activités Le Fay
36230 Neuvy-Saint-Sépulchre
FRANCE

HOW CAN I EXCHANGE A PRODUCT?

We don’t operate a standard exchange service. If you want to order an item in a different size, a different design or another colour, just place a new order in our online shop.

WHAT ARE THE RETURN SHIPPING COST?

The Customer is exclusively responsible for the cost of returning items.

WHEN WILL I RECEIVE MY REFUND?

Your refund will take effect within fifteen (15) days of receiving the items. You will be refunded by crediting the bank account or method of payment used for your payment. Please note that refunds can take up to 5 to 10 working days to show on your account due to varying processing times between payment providers.

We advise you to keep the tracking numbers for your returns in a safe place, in every case.
You will receive an email to inform you when we receive it and the refund has been made.

HAVE YOU RECEIVED MY RETURNS?

You will receive an email as soon as your parcel is received at our logistics centre. If you have not received an email confirming receipt within 15 days of returning your items, please contact the Customer Service Department and we will get back to you as soon as possible. We would recommend including your parcel reference number with your message.

MY ITEM HAS A FAULT

Black Kaviar pays particular attention to the quality of its products. However, should you find any faults despite all the quality checks carried out, please inform us of this problem so that we can send you a replacement or a refund. Please follow the returns procedure and state the reason for returning.  If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will of course be paid by us.

 REWARDS

WHEN WILL I GET MY LOYALTY POINTS?

Loyalty points are credited on your account once your order has been dispatch.

I PLACED AN ORDER BUT I CAN'T FIND MY VOUCHER

By placing an order you collect loyalty points. In order to have voucher you have to convert your loyalty points.

HOW DO I GET MY VOUCHER?

By buying products on our website you collect loyalty points that can be converted into a voucher.

You need to connect to your account, go to "MY LOYALTY POINTS" to see loyalty points you have. There you can convert them into vouchers.

Vouchers can be find on "MY VOUCHERS".