Refund policy

All items in this shop are made to order and custom-produced upon purchase.
Because of the nature of these items, I do not accept returns, exchanges, or cancellations once an order is placed.

However, if there is a problem with your order — such as receiving the wrong item or a damaged product — please contact me within 3 days of delivery. I’ll be happy to help resolve the issue.



You can always contact us for any return question at lux@angelblackandwhite.shop.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


RETURN POLICY

If the order is wrong, we will resend you a new order.
But if it is correct order you choose before, it is impossible to exchange, return or refund it.

With our policy, within 14 days of you receiving the item, you can request a return in the following cases:

  1. Design errors/wrong order: Completely incorrect design compared to information provided by customers on our site.
  2. Bad quality: blurry image/print.
  3. The package is lost /damaged during shipments.
  4. Order was sent to the wrong address.
  5. The package was returned to the sender because an invalid address was provided.
  6. The order arrived with one or more items missing.
  7. Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.

Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 30 business days from the date of receipt with full of clear evidence as below:

  1. Photo(s) of quality issues and any damaged parts of the actual product received;
  2. Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
  3. Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
  4. Photo(s) of the original shipping label of the product received.

If the fault is serious, we reserve the right to replace the product or offer a refund within a fair amount of time. In this situation, the customer may continue to have access to the product.

In the case we require you return the item. You have to be responsible for return postage and packing costs.

REFUND

You can request a refund in the cases like return policy.

Our policy is valid for three days from the date of arrival. Unfortunately, we are unable to provide you with a refund or exchange if three days have passed since you got the item. It can take 3-5 days to process your refund after you obtain the confirmation from our support staff. It can take 5-10 days for your funds to show up in your account balance once we issue your refund (depends on your financial institution).

We will give a full refund of your receipt (Transaction Fee + Shipping Fee).

After a careful check on your order, if we confirm via email that you are eligible for a refund, your refund will be processed by our internal team within 07 business days of refund confirmation. In the next 24 hours (from the time of receiving the email/SMS requesting to Cancel the customer’s order), our Customer Care Department will confirm the details with the order on your email and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that NETHOUSE is integrating. 

HOW TO SEND REFUND OR RETURN REQUEST: Within the specified time we have notified, if there is a request for refund and return the product, please email us with the following content:

  •   Order information
  •   The problem of the order
  •   Shipping Label
  •   Pictures of defective products

CONTACT US at lux@angelblackandwhite.shop.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lux@angelblackandwhite.shop.