FAQ (Frequently Asked Questions)
What is your return policy?
You can get a full refund or exchange an item, for any reason, for an alternative product within 14 days of the original purchase (time limit exceptions may be made for orders outside of the NL at our discretion). Items must be returned to us as new, with all original packaging and in a saleable condition*.
Shipping charges for the return of goods within and outside of the NL will be paid for by you and we will incur the cost of redelivering the exchanged goods.
Customers must get proof of posting when returning product to us.
For refunds please allow 14 – 21 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address. We refund all orders in Euros. If the exchange rate has changed since the date of the initial order we cannot be held responsible for this.
* Saleable condition - when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Please also ensure that the environment is free of smoke and any strong odours such as food cooking etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
Due to technical processes used, it is imperative that each individual garments’ washing instructions are followed exactly as stated on the care label. Each garment is wash-tested and quality control checked on each production batch prior to leaving the factory. We will not accept returns that have been soiled, torn or damaged due to incorrect washing.
What do I do if I receive a faulty or damaged item?
In the unlikely event that the item is sub standard or we have sent you the wrong product please open a ticket at https://www.blackoutmusic.nl/support. Don't forget your order number, your name and address, details of the product, reason for return (with photo) and if you require a refund or a replacement. We will then send you instructions.
For refunds please allow 14 - 21 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.
We'll pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.
My order has not arrived what should I do?
If you haven't recieved your order within the timeframe on the method you chose then please email open a ticket at https://www.blackoutmusic.nl/store/account/download.html and we'll get back to you as soon as we can.
Very occasionally, packages do get lost in transit. If this happens and the error can be traced to us we will replace your order at no charge to you. However, if your package has been delivered to and signed for at the specified delivery address, we cannot be held responsible and will not replace the items.
Do you have a size guide?
All our sizes and dimensions can be viewed on each product page.
How can I download my digital purchase?
If you bought a digital downloadable product, it will available in your user area : https://www.blackoutmusic.nl/store/account/download.html. If you have problems downloading you product please use the support system to get help.
What payment methods do you accept?
We can only supply goods that are ordered through the blackoutmusic.nl website. All payments including all shipping, handling and packing fees must be made by credit card, Paypal, Ideal, or direct banktransfer, bancontact/mister cash, sofort banking. Blackout cannot accept any other form of payment such as cheques, postal orders or cash.
Are there other ways to order besides ordering online?
No, but merchandise is available for purchase at some of the Blackout events!
Is my package insured?
Not as standard this can be arranged as an optional extra and at an additional cost to you. Please use the support system to get info about this.
Will there be any additional dties / taxes payable on my order?
For orders getting delivered outside the EU VAT will be deducted accordingly at the checkout. Any import duty, customs and local taxes incurred will be paid for by the customer in full. We will always mark orders for overseas true to the content and price of what is in the package, we can't falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and / or local taxes.
Is my personal information kept private?
All the information you provide to us including your email address, delivery address and credit card details are strictly private and confidential. We acknowledge that we're bound by the Data Protection Act 1998 and that we won't disclose your details to any third party without your express written consent. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others.
Blackout will never contact you by email to request further payment or personal information. If you receive any suspicious emails please delete them or forward them to us at firstname.lastname@example.org. If in any doubt, please always contact Blackout using only the details that can be found on the official Blackout website at www.blackoutmusic.nl