FAQ

You can request cancellation only if the order has not yet been shipped.

Contact Customer Service promptly, providing the order number. If the order has already been handed over to the courier, you will need to wait for delivery and follow the return procedure.

Even if a product is not visible on the site, it may be available in our warehouses.
Contact Customer Service via chat, email or by phone.

As soon as your order is shipped you will receive a shipping confirmation email.
At midnight on the same day, when the courier generates the tracking code, you will receive a second email with the link to track your order.

If for any reason you do not receive the email, you can find the link to track the status of your shipment by logging into your Blakshop account.

You must register a personal profile on Blakshop in order to access your order details.

After completing your purchase you will receive a confirmation email at the address entered during checkout. Also check your Spam, Promotions or Junk folders.

If you cannot find the email, contact Customer Service providing:

• first and last name;
• email address used for the purchase;
• date and amount of the order;
• any payment reference.
  

You can request a change only if the order has not yet been shipped.

Contact Customer Service as soon as possible to request the removal, addition or replacement of a product.

If you remove an item, you will be refunded the corresponding amount. If the new total falls below the free shipping threshold, the shipping cost applicable to the updated order will be applied.

If you add or replace a product with one of higher value, you will receive a link to pay the difference. If the new total exceeds the free shipping threshold, any previously charged shipping costs will be refunded.

A product, size or variant shown as sold out may be available in the warehouse but not yet updated on the site.
Contact Customer Service to check availability or the possibility of a future restock.

Shipping costs and methods will be shown at checkout based on the address and the products in the order. For the exact costs by country, please refer to the table below.
For international shipments, delivery to a pickup point or in-store collection is not available.

All orders are prepared and shipped from the Blakshop premises in Bussolengo, in the province of Verona, Italy.

The change is possible only if the order has not yet been shipped.

Contact Customer Service as soon as possible providing the order number and the new address. After handover to the courier we cannot guarantee that the destination can be changed.

When the order is shipped you will receive a first confirmation email.

By midnight of the same day, when the courier generates the tracking code, you will receive a second email with the link to follow the shipment.

If you do not receive the email, you can check the tracking by logging into your Blakshop account. To view order details you must have a registered personal profile.

Check the tracking received by email or available in your Blakshop account.

Check whether the courier has reported delays, address problems or failed delivery attempts. If the estimated times have passed without updates, contact Customer Service providing the order number.

Blakshop normally ships the order the same day or the next business day after purchase, excluding weekends and public holidays.

From the time of shipment, the estimated delivery times are:

• 1 business day for Northern and Central Italy;
• 2 to 3 business days for Southern Italy and the islands.

Most orders are therefore delivered within 1-3 business days from the purchase date. During sales, promotions, holidays or high-volume periods, times may vary.

Check the parcel at the time of delivery.

If the packaging is visibly damaged or open:

1. check the condition of the contents when possible;
2. refuse the delivery or accept it with a specific reservation, describing the damage found;
3. keep photos of the parcel, the label and the contents;
4. contact Customer Service within 48 hours providing the order number.

Accepting without reservation does not limit the rights provided by applicable law in the presence of defects or damage not immediately recognisable.

Check the tracking received by email or available in your Blakshop account.

Check whether the courier has reported delays, address problems or failed delivery attempts. If the estimated times have passed without updates, contact Customer Service providing the order number.

The order remains available at the pickup point for 9 days.

If it is not collected, the return process starts on the tenth day. The parcel may then remain held at the courier's depot for a further period awaiting instructions.

In the event of non-collection, the costs incurred for the return may be deducted from the refund.

If the courier does not find anyone at the address provided, it will normally make a second attempt on the next business day.

If the second attempt also fails, the parcel will be held at the courier's depot.

Contact Blakshop Customer Service as soon as possible.

We will help you release the held parcel and, when possible, arrange a new delivery. In this situation we cannot guarantee the originally estimated delivery times.

After the second failed delivery attempt, the parcel remains held at the courier's depot for 3 days.

Within this period a new delivery must be arranged. Once the deadline has passed, or after a further failed attempt, the order may be cancelled and the parcel returned to Blakshop.

Regardless of the chosen delivery method and even when the order qualified for free shipping, if delivery fails due to the recipient's absence, the costs incurred for shipping, storage, new delivery attempts and the return of the parcel are borne by the customer and are deducted from the refunded amount.

You can communicate your decision to withdraw from the purchase within 14 days of delivery.

If a single order is delivered in multiple shipments, the period starts from the day you receive the last product.

After communicating your withdrawal, you have a further 14 days to hand over or ship the products.

Blakshop also extends the possibility of requesting a return up to 30 days from delivery. Returns requested from the 15th to the 30th day fall under the store's commercial policy and not under the legal right of withdrawal; in this case the initial shipping costs are not refunded.

For orders placed between Black Friday and 25 December, Blakshop may voluntarily extend the deadline until 6 January, unless different promotional conditions are communicated at the time of purchase.

At the moment it is not possible to make a direct exchange.

To change size, colour or product you must place a new order and request the return of the item you do not wish to keep.

To make a return, submit a request using the returns portal.
Customer service will arrange the pickup date for your order with you.

Make sure to ship the item in its original packaging, including the original label/tag for clothing items and the box for footwear. Socks can only be returned with the tag still attached.

Items must be returned unused, in good condition and with the completed return form.

After receiving the product and inspecting its condition, Blakshop will refund the customer solely for the price of the product.

In the unlikely event that the returned product is received in unacceptable condition, we will not be able to proceed with the refund. Should this happen, we will contact you to ask whether you wish to give up the product or prefer to have it sent back to you. If you decide to have the product returned, Blakshop may need to charge you the shipping costs again.

Customers must dispatch the goods without undue delay and no later than 14 days after communicating their decision to withdraw. The deadline is met when the goods are handed to the carrier. Any prepaid label supplied by us does not shorten this statutory period. If a label expires, please contact us for instructions.

The product must be returned:

• complete;
• not used beyond what is necessary to establish its nature, characteristics and functioning;
• with original packaging, when provided;
• with original labels, tags and accessories;
• accompanied by the completed return form.

Footwear must be returned in its original box. Socks and other products sealed for hygienic reasons can be returned only if the seal, label or hygienic protection has not been removed, in the cases provided by law.

The standard procedure for online purchases is to submit the request through the returns portal.

Before going to a store, contact Customer Service to check whether the selected store can accept the return.

In the cases provided by law, the right of withdrawal does not apply to:

• made-to-measure or clearly personalised products;
• sealed products that cannot be returned for hygienic or health-protection reasons, when the seal has been removed after delivery;
• products subject to rapid deterioration or expiry;
• digital content supplied without a tangible medium, when performance has begun with the customer's express consent and their acceptance of the loss of the right of withdrawal;
• other products or services excluded by applicable law.

Gift Cards are not refundable, except where the law provides otherwise.

The right of withdrawal is distinct from the legal guarantee applicable to wrong, defective or non-conforming products.

In these cases Blakshop arranges the return at no cost to the customer and applies the protections provided by current law.

After receiving the parcel, Blakshop checks the condition of the products.

If the return meets the requirements, the refund will be issued using the same payment method chosen for the purchase, unless otherwise expressly agreed.

In the case of withdrawal within 14 days for the entire order, the cost of the initial standard delivery is also refunded. In the case of a partial return, or a return requested from the 15th to the 30th day, the initial shipping cost is not refunded.

Any pickup service costs borne by the customer, in particular for returns from abroad, are deducted from the refund

Yes. After submitting the request through the Blakshop returns portal, you will receive a return label by email to apply to the parcel.

You can choose the most convenient GLS Point among those available and drop off the return directly at the selected point.

From the date the label is sent you have 5 business days to deliver the parcel to the GLS Point.

If the return is not delivered within this deadline, the label may no longer be valid and you will need to request a new one from Customer Service.

Before drop-off make sure that:

• the product is correctly packaged;
• the return form is included in the parcel, when required;
• the label received is applied visibly;
• any old shipping labels are removed or covered.

Keep the receipt issued by the GLS Point until Blakshop confirms receipt of the return.

Contact Customer Service before proceeding.

When permitted, you can arrange the return yourself using a trackable service and bearing the cost directly. The risk of shipment remains with you until the parcel is delivered to Blakshop.

Return costs in Italy are paid by the customer, except for orders where the value of the goods at the time of purchase reaches the threshold for free returns.

The rates applied and any threshold for free returns are shown in the table below.

Blakshop offers discounted rates through its couriers, giving you better terms than standard rates.

Even when a return is free based on the order value, Blakshop may charge costs incurred if the service is misused, for example:

• a failed delivery or collection attempt caused by the customer;
• using the products beyond what is needed to check their features and fit;
• fraudulent behaviour or systematic abuse of the service.

Any charge or reduction in the refund will be communicated and explained.

The costs currently applied to the pickup service are available in the table below.

To make returns from other European countries easier, Blakshop can arrange pickup through its own couriers, benefiting from its negotiated rates.

The direct cost of the pickup remains with the customer and is deducted from the refund amount. The cost is communicated before the return request is confirmed. This deduction concerns the return service arranged by Blakshop and not the refund of the initial standard shipping possibly due in the event of withdrawal from the entire order.

Write to info@blakshop.com providing the required details:

• tax code (codice fiscale);
• VAT number;
• SDI recipient code;
• PEC address.

The electronic invoice will be transmitted to the Italian Revenue Agency through the Interchange System (SDI).

The refund is issued using the same payment method chosen for the purchase, unless otherwise expressly agreed.

Blakshop may withhold the refund until it has received the returned products or until the customer demonstrates that they have shipped them, whichever occurs first.

In the event of exercising the right of withdrawal, Blakshop issues the refund without undue delay and in any case within 14 days of the date on which it is informed of the customer's decision.

The refund may be withheld until the return is received or until proof of shipment is provided.

After the refund is issued, the credit may take additional business days depending on the timescales of the bank or payment provider.

It depends on when the return is requested.

If you exercise the right of withdrawal within 14 days of delivery and return the entire order, Blakshop will also refund the cost of the cheapest standard shipping method available at the time of purchase.

If, on the other hand, you had chosen express, premium or more expensive delivery, any difference compared to standard shipping will not be refunded.

In the case of a partial return, the initial shipping costs are not refundable, since part of the order was properly delivered.

For returns requested after the legal deadline of 14 days, but within the 30 days provided by Blakshop's commercial policy, the initial shipping costs are not refunded and will therefore be withheld from the refund amount.

Any costs relating to the return pickup service, when applicable and borne by the customer, are accounted for separately.

The customer may handle the product only to the extent necessary to establish its nature, characteristics and functioning, as they could do in a physical store.

If the product shows a decrease in value caused by use or handling beyond what is necessary, Blakshop may reduce the refund proportionately.

If the product does not meet the return conditions, Blakshop will contact the customer communicating the outcome of the check.

No. Some products, categories or brands may be excluded from the Loyalty program and therefore may not allow points to be earned or redeemed.

Any exclusions may change over time and are applied according to the conditions in force at the time of purchase.

Yes. Blakshop reserves the right to change the conditions of the Loyalty program at any time.

Changes may concern, by way of example:

• the number of points awarded for each action or purchase;
• the number of points needed to obtain or redeem a discount;
• the value of the discounts or benefits available;
• the ways points are earned, used or redeemed;
• any exclusions relating to products, categories or brands.

The applicable conditions are those in force at the time the points are used or the benefit is redeemed.