FAQ: Frequently Asked Question
- 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?
If the destination is Spain:
- Mainland: The delivery time is estimated in 1 or 2 business days from the departure of our warehouses.
- Baleares, Ceuta and Melilla: The delivery time is estimated from 3 to 5 business days from the departure of our warehouses.
- Canarias: The delivery time is estimated in 5-8 business days from the departure of our warehouses.
If the destination is Europe:
- Portugal: The delivery time is estimated from 3 to 5 business days from the departure of our warehouses.
- 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?
- Mainland: The shipment will be carried out by the company “Correos Express” and will be free on orders over 45€ for mainland Spain. Orders under 45€ will cost 4,5€.
- Baleares, Ceuta and Melilla: The shipment will be carried out through the company “Correos” and will cost 7€.
- Canarias: The shipment will be carried out through the company “Correos” and will cost 15€.
- 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 through the company “Correos” and will cost 6€.
- 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: The shipment will be carried out by the company “UPS” and will cost 16€.
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 email@example.com 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 firstname.lastname@example.org
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 email@example.com 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 on withdrawal are at the customer’s expense; the shipping address is the Black Flamingo central warehouse. The customer has our courier services for the return, however, these shipping costs will be deducted. The deadline for withdrawal of the order is 14 days from the day of receipt of the product in accordance with the provisions of the Retail Law of the Spanish Territory.
C/Violeta – Conjunto Blanca Mar 3
29730 Rincón de la Victoria, Spain
Remember that the refund will always be made by issuing a purchase coupon for the value of the product you’ve returned, deducting the shipping costs.
This coupon has an expiration date of no more than 90 calendar days from the date of issue, and it will be provided to the customer once the return has been physically made effective at our office within the first 14 calendar days from the customer’s reception of his order.
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 firstname.lastname@example.org
- 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
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: email@example.com
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 firstname.lastname@example.org 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.