Questions and Answers
Is it possible to have a personalized order or to create custom-made items?
Yes, it is possible to create a personalized order (contact me):
- For a product already online: a request for a specific fabric other than those already offered in the photos / for the production of clothing or accessories to your measurements... (additional fees may apply)
- For a product you would like to see in my shop: Please do not hesitate to suggest your ideas; it remains at my discretion to find the idea interesting and to produce it accordingly. I rarely create one-off models for clothing and accessories, as the principle is to create a design to make it accessible to everyone and to be able to offer it in various fabrics.
The item in my order doesn't fit me, what should I do?
Cancellation, withdrawal, returns, and exchanges
Before placing an order, please carefully check the measurement chart associated with each item (visible in the photos or the product description). If in doubt, please feel free to contact me so that I can advise you.
Order cancellation
If you wish to cancel your order, you can fill out the withdrawal form within 24 hours of your purchase to facilitate the processing of your request. (the form can be found right here)
After this period, please contact me directly via the email address Theblackmanor@outlook.com. The order may already be in the process of being prepared or shipped.
This simplified procedure does not affect your legal rights of withdrawal when applicable.
Right of withdrawal and returns
In accordance with current legislation, you have 14 calendar days from the day after receipt of your order to exercise your right of withdrawal (excluding exceptions provided by law).
The item must be returned complete, unused, and in its original packaging (excluding the shipping box). Any damage found may result in a deduction from the refund.
The return must be made with a tracking number (carrier of your choice). Costs related to the return (shipping, packaging, protection, etc.) remain your responsibility.
The refund or exchange will be made after receipt and verification of the merchandise.
In the event of an exchange, the shipping costs for the new item will be your responsibility.
Exceptions
Certain items cannot be exchanged or returned for reasons of hygiene or health protection (e.g., lingerie), in accordance with applicable regulations.
Furthermore, custom-made or personalized items may be excluded from the right of withdrawal.
Seller error
If the error comes from the seller (wrong item, manufacturing defect, order error, etc.), the order will be fully refunded or exchanged. All additional costs will then be covered by the seller.
Before any complaint, return request, or dispute, please contact me to find the most suitable solution at the following email address: theblackmanor@outlook.com
Items are always sent with adequate protection; however, packages are sometimes damaged by the carrier. The Black Manor is not responsible for damage caused by the carrier; I advise you to contact the postal service that delivered to you to seek compensation. Take photos of the damaged packaging and the damaged items. Contact me so that I can assist you with the process. If it turns out that the package lacked protection due to my fault, you will be refunded or receive a new item or compensation in the form of a voucher.
My package was lost during transport, what should I do?
It sometimes happens that a package gets lost in transit; contact your local carrier first with your tracking number to trace the package and ensure it hasn't simply been delayed. If it turns out to be lost, ask your carrier to open an investigation (your package is always sent with a tracking number which can be found on your order summary). Please feel free to contact me as well so that I can assist you in your efforts. If the package is definitively confirmed as lost, unfortunately, I cannot help you, as I am not responsible for carrier losses. Some carriers sometimes provide compensation for lost packages, and I will assist you with these procedures as well.
How is my personal data processed?
Personal data (address, name, phone number, etc.) collected during your registration on the theblackmanor.fr site and when you place an order are used solely for processing your order. This data is under no circumstances communicated to third parties (except for the carrier of your merchandise when creating the shipping label), exchanged, or sold for commercial purposes. Your phone number and email address are used for shipping notifications for your order, for any contact in case of questions or clarifications on my part regarding your order, or provided to the carrier to reach you during delivery.
