» How can I pay?
» What is the whole delivery amount?
» I want to change or return an item. What and how can I change?
» How will my money be refunded after returning the item?
» I paid by cash in advance but one or all the ordered items are not available. What happens with my money?
» When would I get the order and how would it be delivered?
» The size selection field doesn't show all sizes. What does that mean?
» Why is the item I ordered sold out?
» My order has not yet arrived. What can I do?
» Will my payment information secure transmitted and not accessible by third parties?
» You didn't get any e-mail confirmation, any item and any e-mail at all? You have general questions about your order?
» Why does my item look different than the pictures of the product at the homepage?
» I have forgotten my e-mail address or my password. What can I do?
» What happens if I'm not home when the delivery arrives?
» Why do I have to create an account?
1 | How can I pay?
In our store you can choose between the following forms of payment. Please note that the shipping rates depend on the payment options:
» Credit card
You can easily pay with the following credit cards: Visa and MasterCard.
The data transfer is encrypted by making use of a secure 256 bit SSL-transmission. We will first reserve the invoice sum from your credit card, i.e. we will not debit the invoice on the first place. We will charge your credit card when we ship your order. Of course, we will not debit your credit card in case of non-accomplishment.
PayPal is your reliable partner for secure and direct online payments. Payment with PayPal is as easy as e-mail, and the money is credited to the recipient immediately. For the buyer is always free!
You'll be taken directly to Paypal. There, you have to either register new or register with your existing login. After successful payment you will automatically returned to our shop. Please read the return line to wait! After the amount was credited to our Paypal account the goods will be shipped.
» Cash in advance
Pay easily by cash in advance. Orders are processed upon money receipt of transaction. The quoted delivery times are effective after receipt of payment in our account.
Buyers remitting from abroad shall bear all costs for the bank transfer, including the transaction fees incurred.
Transfer the sum to the following bank account and give your order number as the reason for payment. Please note the use of small and capital letters and avoid blanks:
Account owner: Blackriver GmbH
Bank name: Sparkasse Hochfranken
Bank number: 78050000
2 | What is the whole delivery amount?
Important Christmas note for international shipping:
Please place your order asap if you want your parcel to arrive before christmas. From experience we know that the shipping companies are overstrained in the christmas period and therefore the shipping CAN take longer as usual (not necessarily). We try everything that your order is delivered to the shipping company as fast as possible (1-2 working days). Delivery delays caused by the shipping companies are off our hands.
All parcels are dispatched by DPD and Deutsche Post AG. With a weight of up to 50 g a compulsory contribution of 2.90 €. All other packages are provided with a fee of 3.90 €.
Our COD charge amounts to 5,00 € (which we will invoice) and must be paid directly to our delivery partner. Please note that COD as payment method is only accepted for orders within Germany.
Delivery within 1-4 working days in Germany.
» Europe & World
Besides Germany, we supply to the following countries worldwide.
Shipments outside Germany are subject to the import tax and customs duty regulations of the country of destination. Import tariffs and customs duties are raised by the corresponding customs office and shall be borne by the consignee. Those duties are raised upon the import regulations of the country of destination. For more information, please, contact the relevant customs office.
The shipping costs for orders from these countries, please see the following tables:
The delivery time for shipments within Europe take about 5-10 days.
For countries assigned to the world zone the delivery time is 2-4 weeks. The shipping costs include the service "air mail" or "premium shipping".
3 I I want to change or return an item. What and how can I change?
You will have to bear the costs for returns from abroad, provided that the item corresponds with the description of the ordered item. Please bear in mind to prepay sufficiently any return from abroad. In case of insufficient postage we reserve us the right to substract the originated costs from the sum to refund.
Customers from abroad do of course have the right to withdraw from the purchase of an item within 14 days too. We grant you full satisfaction or your money back. Duration up to 14 days beginning with the day we received the good.
4 | How will my money be refunded after returning the item?
A basic requirement to get your money refunded is to send us your complete bank data. We need the IBAN & SWIFT/BIC numbers for refunds abroad.
Duration: up to approx. 14 days.
5 | I paid by cash in advance but one or all the ordered items are not available. What happens with my money?
In that case you'll get of course your money back as fast as can be and as soon as we have your bank data. Therefore we need your IBAN and SWIFT/BIC codes. If we didn't get your bank data in the ordering, we will contact you as soon as possible.
6 | When would I get the order and how would it be delivered?
We deliver to the whole European continent via DHL, except of Germany, which is delivered by DPD. The delivery time is noted with each article. That means the time the article is ready for shipment. Delivery time with our logistic partner DPD takes approx. 3 to 7 working days if the goods are in stock.
We send our items solely within the European continent.
Delivery period from money receipt approx. 3 to 7 working days if the goods are in stock.
If we were not able to accomplish an order immediately, because of the item being sold out, the delivery time will be extended accordingly. We will immediately inform you in those cases. In the exceptional case of the item being definitively out of stock, we will certainly inform you as soon as possible. Our call centre colleagues will gladly and capably help you choosing the right alternative.
7 | The size selection field doesn't show all sizes. What does that mean?
Momentarily are only deliverable the displayed sizes. The other sizes are unfortunately out of stock.
8 | Why is the item I ordered sold out?
In exceptional cases there are items with a large demand which are not available at the time you order them.
Our call centre colleagues will gladly and capably help you choosing the right alternative.
9 | My order has not yet arrived. What can I do?
You can take a look at the status of your order, as well as the tracking number, any time in "my account". If we were not able to accomplish an order immediately, because of the item being sold out, the delivery time will be extended accordingly. We will immediately inform you in those cases. In the exceptional case of the item being definitively out of stock, we will certainly inform you as soon as possible. Our call centre colleagues will gladly and capably help you choosing the right alternative.
10 | Will my payment information secure transmitted and not accessible by third parties?
All personal information such as address or data on your credit card are transmitted via the "Secure Socket Layer " procedure, in short, SSL encrypted and therefore in the transmission via the Internet secure. They merely serve to process the orderand for marketing activities under your account at www.blackriver-shop.com.
For the secure transmission of credit card information over a 256 bit SSL encryption is displayed for your information the web address of our homepage, starting with https (navigation line in the upper window of your browser) and it appears the lock key indicator on the bottom status bar of your browser window .
11 | You didn't get any e-mail confirmation, any item and any e-mail at all? You have general questions about your order?
In that case contact us via E-Mail: email@example.com or call our staff. We will help you as fast as can be.
12 | Why does my item look different than the pictures of the product at the homepage?
We take pictures of the items in the best possible quality and we try to depict all their details. However, the quality of a cloth or the colour of a product may slightly differ on screen. Our 14 days of right of return allow you to easily change the item.
13 | I have forgotten my e-mail address or my password. What can I do?
If you forgot your password, you can have it sent to the E-Mail address given at your registration.
14 | What happens if I'm not home when the delivery arrives?
If your are not home -don't panic! The nice DPD or DHL messenger will leave you a pickup-card in your postbox with which you can collect your item at the responsible post office. Please note that only the inscribed addressee is authorised to collect it, so don't forget your ID-Card!
15 | Why do I have to create an account?
A customer account is not only necessary to place an order: it also offers you considerable advantages. There you can check your current orders, as well as easily manage your delivery address and your payment method, your wish list or your personal data and account configuration.