We pride ourselves in delivering a high level of quality control so each and every one of our items meets customer standards. If for any reason you are not satisfied with your product after receiving it, we will be happy to exchange it for you providing that the item you wish to exchange for is in stock. Exchanges are only available within 14 days of purchase.
If the item you wish to exchange for is currently not in stock, you can still return your original item back to us and we will provide you with a Bint Noir promotional code. The value on this will be the same as your previous order amount excluding any delivery charges. You can use this to spend on any product on the website including any new and upcoming products. This voucher will be valid to use until the amount credited on it has been cleared. If the order you wish to use this voucher on is less than the total of the credit on the voucher, the discount will not be applied.
To return an item, please complete the returns form that was sent with your order, making sure to clearly state which item you are returning, the reason you are returning it and the item you wish to exchange with. Enclose the returns form along with the item you wish to exchange into a secure package and post it to the returns address on the returns form. Please ensure all goods are securely and safely packaged to protect them from any damage. In addition to this, we strongly advise our customers use a secure recorded delivery method to ensure the safe arrival of your parcel to us. We cannot take any responsibility for items lost or damaged due to poor packaging.
If you wish to contact us before initiating an exchange request, you may also email us at [email protected] . So that we can deal with your query efficiently, please state the following information in your email:
- Customer name on the initial order
- Order number – this can be found on the order confirmation email sent to you or on the invoice attached with your order
- Reason/s you wish to exchange
- Which item/s you wish to return and exchange – including name of item, colour, size and quantities
- Which item/s you wish to exchange would like to exchange it for – including name of item, colour, size and quantities
Upon receiving the goods you return to us, we will endeavour to process your return within 5 working days and you will receive an email from us once it has been processed. During busy periods or public holidays, please allow a few extra days before contacting us about the status of your return. If you have tracked your package via your chosen postal service and you still have not heard from us for more than 7 days after the delivery date, send us an email at [email protected].
Currently, Bint Noir operates on a strictly no refunds policy. This allows us to reduce our production costs so we can offer you our products at the lowest possible price. We understand this policy may not be ideal for some of our customers and it is something we are intending to change in the near future.
- We will not compensate any shipping costs towards returning an item back to us.
- A delivery charge to ship the new item and/or declined exchanges will be deducted from the customer.
- The customer is responsible for securely packaging the product before shipping it back to us. Improper packaging that leads to damage of the products en route to us will not be accepted and returned back to you.
- All returned items must be sent to us in the same condition as they were sent to the customer, along with any boxes, tags, ribbons and bags. They must not be worn, washed, altered or mishandled and must be in perfect condition for them to be re-sold on our website. If any defects, damage, stains or scents are found on an item, your request for exchange will be denied and the initial item will be sent back to you. In the unfortunate event that this happens, the shipping fee must be paid by you before we send any goods back.
- To avoid returning items back to us due to poor fit, please refer to our Sizing Guide before making your purchase. If after reading our Sizing Guide you are still unsure about what size to select and need more assistance, get in touch with us at [email protected] and a member of our team will assist you.
- Any international orders that are returned to Bint Noir for exchanges must be declared as ‘RETURNED GOODS’. Failure to do so may result in Bint Noir being charged customs charges. The responsibility for paying these charges will be upon you (the customer) and not Bint Noir. If you refuse to pay these fees, we will have no choice but to reject the package and deny your exchange request.