FAQ
FAQ: Frequently Asked Question
ABOUT ORDERS
- IN WHICH LANGUAGES CAN I NAVIGATE?
You can navigate in Spanish and English. We are working to offer more navigation languages. You can change the language in the upper right part of the web page.
2. WHEN I WILL RECIEVE MY ORDER?
The shipment will be prepared 24-48 working hours after the order has been confirmed on the platform.
If the destination is Spain:
- Mainland: The delivery time for standard shipment is estimated at 2 to 3 working days after leaving our warehouses. The delivery time for express delivery is estimated at 1 to 2 working days after preparation.
- Baleares: The delivery time for standard shipment is estimated at 2 to 3 working days after leaving our warehouses. The delivery time for express delivery is estimated at 1 to 2 working days after preparation.
- Canarias, Ceuta and Melilla: The delivery time for standard shipment is estimated in 3 or 4 working days from the departure of our warehouses. The delivery time for express delivery is estimated in 2 or 3 working days after its preparation.
If the destination is Europe:
- Portugal: The delivery time for standard shipment is estimated at 2 to 3 working days after leaving our warehouses. The delivery time for express delivery is estimated at 1 to 2 working days after preparation.
- France, Italy, Germany, Belgium, Netherlands, Luxembourg, Austria, Denmark, Finland, Ireland, Sweden, Bulgaria, Czech Rep., Croatia, Slovakia, Slovenia, Estonia, Greece, Hungary, Latvia, Lithuania, Poland and Romania: The delivery time is estimated from 3 to 7 business days from the departure of our warehouses.
These shipping times are estimative and can be altered in special periods, sales, Black Friday, etc.
3. HOW MUCH ARE THE SHIPPING COSTS? FROM WHICH COUNTRIES CAN I PLACE AN ORDER?
- Spain: Two delivery attempts will be made, in case of absence the package must be picked up at the corresponding Correos post office.
- Mainland: Standard shipping will be carried out by the company “Correos” and will be free on orders over 45 € for mainland Spain. For orders under 45 € it will cost 4.5 €. Express delivery will cost 5.9 €.
- Baleares, Ceuta and Melilla: The shipping will be carried out by the company “Correos” and will cost 5.5 €. Express delivery will cost 7.9 €.
- Canarias: The shipping will be carried out by the company “Correos” and will have a cost of 11 €. Express delivery will cost 14 €.
- Europe: Shipments to European territory will include exclusively those in which the delivery address is within the European continent, expressly excluding islands or overseas territories.
- Portugal: The shipment will be carried out by the company “Correos” and will cost 5.9 €. Express delivery costs 7.9€. Two delivery attempts will be made, in case of absence the package must be picked up at the corresponding post office.
- France, Italy, Germany, Belgium, the Netherlands, Luxembourg, Austria, Denmark, Finland, Ireland, Sweden, Bulgaria, the Czech Republic, Croatia, Slovakia, Slovenia, Estonia, Greece, Hungary, Latvia, Lithuania, Poland and Romania: Deliveries will be made by “UPS” / “Correos” and will cost 16 €. One delivery attempt will be made, in case of absence the package can be picked up at the corresponding service point.
4. WHICH ARE THE PAYMENT METHODS?
PayPal, credit / debit card or BIZUM.
5. WHY MY CREDIT CARD HAS BEEN REJECTED?
The payment can be rejected by different reasons:
1. The card is expired.
2. Due to a typographical error.
3. For exceeding the credit limit or not have sufficient available balance in the current account.
Alert! Due to the new Strong Customer Authentication Law (SCA) that came into force on January 1, to finalize your purchase it is necessary:
1. Enter your private area of the bank.
2. Review the payment information and authorize your purchase.
3. Once properly authorized, go back to the Black Flamingo website again to finish the process.
Important! Make sure you have received the confirmation email or your order appears in the MY ORDERS section.
If the problem persists, please contact our customer service team at hello@blackflamingo.shop or call us at +34 611 19 36 35.
Customer Service hours are Monday to Friday from 9am to 6pm.
6. ARE THE PAYMENTS SECURE?
Of course! We guarantee a high level of privacy and security through PSD2 (Payment Services Directive) for all payments.
7. WHERE CAN I INSERT MY DISCOUNT CODE?
By clicking on the “Complete purchase” option in the cart, you will be redirected to the first page of the purchase process, where you can read about the address line: “Do you have a coupon? Enter your code”. You just have to click, enter the code and apply the coupon.
*Remember that promotional codes cannot be combined with other offers and can only be used once per coupon.
8. CAN I REQUEST A REFUND OF THE AVAILABLE BALANCE OF A COUPON?
No, coupons cannot be exchanged for money.
9. HOW DO I ENSURE THAT I HAVE MADE MY PURCHASE WELL?
Once you have placed the order, you will receive a confirmation email with all the information that you have provided us during the purchase process. If you want to modify something, let us know as soon as possible to the email address hello@blackflamingo.shop
10. WHAT SHOULD I DO IF I GET A FAULTY PRODUCT?
In Black Flamingo we differentiate ourselves by expressly controlling each step in the production process of our garments, carrying out a very exhaustive and rigorous quality control, but if we had missed any detail and you received a garment with a defect, don’t worry: We will collect the order at no cost and the quality department will analyze it in detail.
In case it was a factory problem, we will pay you a coupon for the total value of the garment and the shipping costs.
However, in that case write us an email to hello@blackflamingo.shop with a photo of the product and the order number to manage your case personally.
The refund will always be made by issuing a purchase coupon with an expiration date of no more than 90 calendar days from the date of issue.
11. HOW CAN I MAKE A RETURN ONLINE?
Returns due to withdrawal are at the customer’s expense, the return costs are similar to the shipping costs (see section “shipping costs” according to country/region).
The delivery address is Black Flamingo’s central warehouse:
BLACK FLAMINGO
C/ Violeta s/n Conjunto Blanca Mar, 3
29730 Rincón de la Victoria, Málaga. Spain
The customer has our courier services available for the return, however, these shipping costs will be deducted from the return. The period for withdrawal of the order is 14 calendar days from the day of receipt of the product in accordance with the provisions of the Law of Retail Trade of the Spanish Territory.
If you wish to make a return, please contact us and we will provide you with all the necessary instructions as well as the return label.
The refund will be issued once the return has been physically made effective at our facilities (within 14 calendar days of the customer receiving their order), and after a thorough review of the returned product, which must be unused and in perfect condition for resale, retaining the original labelling.
Once the return has been completed, we will send you an email with confirmation of the return.
Return due to defect or tare
At Black Flamingo we differentiate ourselves by specifically controlling every step in the production process of our garments, carrying out a very exhaustive and rigorous quality control, but if we have missed a detail and you receive a garment with a defect, don’t worry: we will pick up the order free of charge and the quality department will analyse it in detail. In the event that it was a manufacturing problem, we will pay you the full value of the garment and the shipping costs. However, in this case, please send us an email to hello@blackflamingo.shop with a photo of the product and the order number so that we can deal with your case personally.
12. CAN I MAKE A CHANGE?
We do not make changes in size or color. You have to manage it as a withdrawal and then place a new order.
13. HOW CAN I CONTACT CUSTOMER SERVICE?
We are at your disposal through several channels:
- By call or message at +34 611 19 36 35.
- By sending an email to hello@blackflamingo.shop
- Through the WhatsApp online chat that appears at the bottom right of the web, where we will respond as quickly as possible.
- Through the contact form on our page.
- Through our social networks:
- Instagram: @blackflamingo_shop
- Facebook. @blackflamingo.oficial
ABOUT PRODUCTS
1. WHAT SHOULD I DO IF I DON’T KNOW WHAT SIZE TO BUY?
You have an specific detail of the main measurements of each garment in its product file, these measurements correspond to the pattern of each design and appear when you place the pointer over the size. You also have an instructions section on how to take your measurements correctly, as well as a European size guide.
If you need instant advice, you can write to us through the WhatsApp chat that appears at the bottom of the web.
You can also contact us with any questions via email: hello@blackflamingo.shop
2. ARE THE GARMENTS BAGGY, NORMAL OR TIGHT? ALL GARMENTS ARE CUT IN THE SAME WAY?
In Black Flamingo the garments are cut according to the European size. However, sometimes the size of the garment depends on the particularity of the design and the fabric, so we recommend you to review the section of the specific measurements of each garment. If you need instant advice, or want to see how tight or loose a garment can be based on your size, you can write to us through the WhatsApp chat that appears at the bottom of the web.
3. WILL I RECEIVE THE SAME PRODUCT THAT I SEE IN THE PHOTO?
Of course! But please note that the color may vary slightly due to the light.
4. WILL OUT OF STOCK PRODUCTS BE REPLACED?
We are sorry that the item you want is out of stock.
We work with small and exclusive collections, with a very limited number of units per product, so we cannot guarantee an immediate replacement of some of our models. If the garment you want is out of stock, you can always subscribe to the waiting list by clicking on “NOTIFY ME” in the product sheet, in this way, if the stock of that garment is replenished, you will be among the first to know via e-mail.
We always consider the opinions of our clients, so if an out-of-stock product particularly catches your eye, don’t be shy!
Let us know through any of our customer service channels and we will try to re-manufacture it if there is enough popular demand.
If you need more information about whether a product is coming back, we recommend that you send an e-mail to hello@blackflamingo.shop or get in touch through the online chat and we will respond as soon as possible.
5. WHEN WILL BE ABLE TO BE PURCHASED THE PRODUCTS WITH THE NOTICE OF “COMING SOON”?
Products with the COMING SOON label will be able in the next few days.
We recommend that you subscribe to the availability notice that you will find on the same product sheet (“NOTIFY ME”) and you will be notified as soon as we have the stock.
6. HOW CAN I FIND OUT ABOUT THE COMPOSITION OF A PRODUCT?
In all the product sheets we indicate the composition and care of our garments. However, if you need more information about it, you can contact us.
ABOUT MY ACCOUNT
1. DO I NEED TO CREATE AN ACCOUNT TO PURCHASE?
No, it is possible to shop online as a guest user. However, we recommend creating an account for your convenience, so you can check the status of your orders, create a wish list and modify your data, among others. You can also place an express order (payment via Bizum) via Whatsapp on +34 611193635, during working hours.
Creating an account at Black Flamingo is very simple, you just have to click the “My account” symbol in the upper right corner of the web, fill in your information, and confirm it in your email.
2. HOW CAN I GET EXCLUSIVE OFFERS AND DISCOUNTS?
Easy peasy! Go to the bottom of the web, enter your email in the “Subscribe to our newsletter” section, confirm your subscription and you will receive an email when there is an active promotion.
*We recommend you to check the spam or promotions folder.
3. HOW DO I RECOVER MY FORGOTTEN PASSWORD?
If you have forgotten your password, you can recover it very easily when you log in, with the “I forgot my password” button and we will automatically send you an email with a new one.
