FREQUENTLY ASKED QUESTIONS

CONTACT

How can I contact customer service?
Click here and contact our customer service via email, contact form or live chat.

CORPORATE BANKING

I would like to add GOLDBLACK products to my range, what do I have to do?
In addition to our online shop, GOLDBLACK makes its products available to interested retailers and resellers.
For all inquiries regarding our retailer program, please write us an emailretailer@goldblack.de

 

NEWSLETTER

How can I unsubscribe from the newsletter?
At the bottom of each newsletter you have the option to unsubscribe from the GOLDBLACK newsletter.
Please note that if you unsubscribe, you will no longer receive information about promotions and discounts that are exclusive to our newsletter subscribers.

 

DATA PROTECTION

Will my personal information be kept confidential?
We treat all information that you give us personally and confidentially.
All your details will be treated securely in accordance with the Federal Data Protection Act and the Telemedia Act.
For more information, please check our Data protection.

 

ORDER & SHIPPING

Are shipping costs included in the stated prices?
Our shipping is free worldwide with no minimum order value. If you choose DHL Express, we charge € 10 for shipping. You will receive more information about shipping here.
 
Is a shipment outside of Germany also possible?
Yes, GOLDBLACK offers worldwide shipping. For more information, please check our Shipping Information.
 
Which company will ship my order?
We deliver worldwide with well-known transport service providers to offer you the best service. Depending on the selected shipping method and the delivery address, shipping is carried out by DHL, DHL-Express and occasionally also by TNT or USPS.
The terms and conditions can be found on the website of the respective shipping service provider.
For more information, please check our Shipping Information.
 
How much are the shipping costs?
We offer free shipping worldwide on all orders. Shipping worldwide is only 10 € for DHL Express orders.
For more information, please check our Shipping Information.
 
How long does it take to deliver my order?
Your order usually leaves our company within 48 hours of receipt of the order. For detailed information on delivery times, please check our Shipping Information.
 
Can I track my order?
As soon as your order has left our warehouse, we will send you a shipping confirmation. This includes a parcel tracking number that enables you to track the shipment.
If you mistakenly do not receive an email with a parcel tracking number, please check your spam folder first.
Then you are welcome to use our Customer servicewith the order number.
 
Can I change my delivery address?
If you want to change your delivery address, please contact our as soon as possible Customer servicewith the order number.
Please note that we cannot make any changes to orders that have already been shipped.
 
I received the wrong product. What should I do?
We apologize for any inconvenience this may have caused. Please contact our as soon as possible Customer servicewith the order number.
Our team will deal with the problem with the greatest care.
For more information, please check the Right of withdrawal
 
Can I cancel my order?
To cancel your order, please contact our as soon as possible Customer servicewith the order number.
Please note that we cannot cancel orders that have already been sent.
For more information on exchanges or refunds, please check the Return policy.
 
Can I return my order if it doesn't meet my expectations?
If a product does not meet your expectations, GOLDBLACK grants a 14-day money-back guarantee on all products purchased on the website after receipt of the goods.
The product should be in its original condition and in its original packaging.
Refunds will be made after the goods have been received and checked.
For more information on exchanges or refunds, please check the Return policy.


OFFERS, PRODUCTS & GIFT WRAPPING

 What does “pre-order” mean in the product details?
A "Pre-Order" product is an item that can be pre-ordered and will be available at a later date. The expected delivery date is noted in the product description. Your order will of course be processed as soon as possible after receipt of the delivery of goods.
 
 Do you have any special offers, coupons or discounts?
Sign up for our newsletter or follow us on social media to stay up to date with the latest trends, coupons and exclusive offers.
 
Can my order also be gift wrapped?
We are happy to pack your order as a gift free of charge. Simply select the option “wrap as a gift” in the ordering process. Our premium gift packaging is extremely high quality and is guaranteed to make an impression. If you forget to mark your order as a gift, please contact us as soon as possible, stating the order number Customer service. Please note that we can no longer pack orders that have already been shipped as gifts.
  
The product I received does not match the photo on the website.
We strive to ensure that all product images are presented as accurately as possible. Please note that the photos are snapshots and that both the structure and the grain of the products may differ slightly, as leather is a natural product.


PAYMENT AND REFUND

What forms of payment do you offer?
We accept the following payments - availability depends on your billing address, however:
✓ Credit cards: Visa, MasterCard, Maestro, American Express
✓ KLARNA: Installment purchase + invoice
✓PayPal
✓ Instant bank transfer
 ✓Amazon Payments
✓ideal
✓ eps transfer
✓ Bancontact
✓ Apple Pay
✓ Google Pay
✓ Shop Pay

How long does the refund take?
We aim to complete your refund within 48 hours of receiving your shipment.
Please note that the refund can take up to 14 days, depending on the payment method.
 
Can I choose a different payment method for the refund?
Please understand that refunds can only be processed in the same way as the original payment.