ORDERS
How can I cancel my order?
Are you 100% sure though? 🤔
If yes, please email us at shop@norblacknorwhite.com within 48 hours of placing the order, and you’ll be all set!
Can I revise my order after I’ve placed it?
You definitely can! We understand if you change your mind. 🤷♀️
Write to us within 48 hours of placing the order at shop@norblacknorwhite.com and don’t forget to mention your order number in the email.
We will not be able to make changes to your order once your goods have been shipped out.
My order is missing a piece/ I got the wrong style for my order.
We’re so sorry for the inconvenience! 💔
Reach out to us at shop@norblacknorwhite.com with images of how you received your NBNW package + your order number, and we’ll sort it out ASAP.
I do not wish to accept my order when delivery is attempted. What now?
Uh-oh! 😣
Once the package is shipped out to you, we won’t be able to stop the shipment. If for any reason you do not accept your NBNW package when delivery is attempted and the package is returned to us, your refund will reflect the following deductions:
your original shipping fees (if any)
+
any custom duties/taxes incurred in your destination country including India
+
the shipping charges of getting your package back to us.
Can I still order something that’s sold out?
We know the feeling! 🤗
Just drop us an email at shop@norblacknorwhite.com, and we’ll try our best to assist you.
Keep in mind that in some cases, textiles may be limited and we may not be restocking.
Pro tip: Give our socials a follow & subscribe to our newsletter – you’ll be the first to know if any style makes a comeback!
RETURNS
What is your refund policy?
Whew! Ok, there’s a lot to know here, so make sure you read through. 🤓
The Good News - NBNW accepts returns of your goods within 10 days of receipt. Reach out to us at shop@norblacknorwhite.com with your return request and we’ll share a shipping address + next steps with you!
The Important News - Any item returned must be in original condition with no signs of being worn or washed. Once we have received and inspected your return package, NBNW will process your refund.
It will be processed via the transaction payment mode within 48 hours after the returned goods reach us. Once initiated, your refund may take 5-7 days to reflect in your account, depending on your bank.
We cannot refund any costs associated with original postage or handling.
When returning an item:
- Make sure that it is well packaged and posted with a tracking number.
- Any damage to products during return shipping will not be NBNW’s responsibility.
- We will not be responsible for any return shipping costs or duty reimbursement in the case of international orders.
- Please note, we don’t accept returns in case of any custom styles, styles made to custom measurements, sale styles, and masks unless the products are damaged when received.
If I return my order will you refund the shipping charges?
Sorry, but this isn’t possible! 😔
BNW will most definitely refund your order, however, we cannot refund shipping fees.
If you do wish to process your return, please note that you will incur all costs related to the shipping of returning your goods.
When can I expect my exchange style to reach me?
Our regular delivery timelines of 2-3 weeks will apply to your exchange style too. 😊
All styles, including exchanges, are made to order and go through the same production routes.
If you really need it sooner for an event or celebration, please let us know so we can try our best to get it ready for you in time!
SIZING
What is my NBNW size?
Glad you asked! 📏
Some of our styles fit true to size, while some are oversized and have a looser fit.
The sizing chart for each product can be found on the product page and the sizing details shared for any particular piece are based on the actual measurements of the garment (not body measurements!).
For an oversized style, if you’d prefer a tighter fit, you may consider sizing down.
Can I get a product custom fit to my measurements?
Bodies come in all shapes and sizes and that’s why each one is unique! 💐
Since all our styles are made to order, we’re happy to adjust measurements. Here’s what you need to know:
- We offer free custom sizing up to 6 inches.
- For alterations above 6 inches, there is an additional $25 cost to accommodate the usage of extra fabric.
- For any design/sizing changes that require us to construct a new pattern, there is an additional cost of $50-$100 to account for the additional time and resources.
For all sizing and custom queries, please reach out to us at shop@norblacknorwhite.com.
PAYMENTS
What form of currency do you use?
If it was up to us, we would only accept payment in snacks! 😋
But for now, our online shop is in US Dollars and provides currency conversions in Canadian Dollars, Euros and Indian Rupees.
Since our backend is built on USD, your transaction will be processed in USD.
Please note that we do not levy any conversion charges. Your card-issuing bank will charge and process the payment based on their exchange rate, and this may not necessarily match with our currency converter.
How secure is shopping from the online site?
Completely secure! 🤝
We use either Paypal or provide the option of globally used payment gateways (PayU and Razorpay) to process all transactions.
Also, we do not have access to any payment/card information, either from the payment gateway or from our backend.
What forms of payment do you accept?
Though we’d ideally love to accept tasty snacks, for now, we only accept Visa, MasterCard, American Express and PayPal.
Will I be charged taxes?
You pay what you see! 👁️We don’t charge any taxes on your order.
However, customs duties/taxes/charges can be charged once the parcel reaches its destination country. NBNW is not responsible for these charges and we can’t predict what these charges may be as they vary for each destination country.
We recommend contacting your local customs office to inquire about what these rates would be when placing your order.
SHIPPING
Where do you ship from?
We ship from our sweet, sweet studio in New Delhi, India. 🌈This is where all the magic, from dreaming to design, happens!
Where do you ship to?
We ship worldwide! 🌍 Via all major international courier companies i.e. FedEx, DHL, or UPS, depending on the destination country. All domestic orders in India are sent via DTDC.
What are the shipping charges?
We provide free shipping across India and free international shipping on orders above 200USD! ⛴️Please note that the shipping charges are subject to change and reevaluation periodically.
When will my order be shipped?
It takes 2-3 weeks for us to get your order ready and ship it out! Here’s why.
We follow a made-to-order model – every style is handmade especially for you by our superstar team! As a small business, it helps us to predict and regulate our costs, be better to the 🌍 , it creates fewer piles of inventory, and hence smaller piles of waste.
It doesn’t happen often but just in case your order is delayed, our team will get in touch with you on priority to share the reason and an estimated shipping date with you.
How do I track my order?
After your order is shipped, we’ll share the name of the shipping service and tracking number with you. You can track your order on the respective shipping service’s site, or just follow the link in the email shared with you.
Each stage of the delivery will also be communicated to you via email.
I need my order sooner. Can you do that?
No guarantees, but we’ll try our best! 👭
In case you’d like your shipping timeline to be reduced, please reach out to us at shop@norblacknorwhite.com.
For those who need the order for an extra special event, we’re excited and honoured that you chose us to take along with you. Our team will try to make a priority production plan and share the same with an estimated shipping date at the earliest.
Please note, priority production and shipping may incur additional charges though.
What are the delivery timelines for international orders?
Expect to receive your order within 7 business days of the shipping date. For all shipments within India, expect to receive your order within five business days from the shipping date.
Each stage of the delivery will also be communicated to you via email.
Will I be charged customs fees?
Customs duties/taxes/charges can be charged once the parcel reaches its destination country– we are not responsible for these charges and we are not aware of what these charges would be for each destination country, if applicable.
We recommend contacting your local customs office to inquire about what these rates would be for parcels being shipped from India to your country of residence.
What if the package is returned due to failed delivery?
For any failed attempts of delivery pertaining to an incorrect address, multiple failed attempts to reach you or refusal to pay customs fees - we don’t take responsibility for shipping fees pertaining to the return shipment of your order.
Once the package is returned back to us, we will not be able to refund your original shipping fees, if any, any custom duties/taxes incurred in your destination country as well as in India, and the shipping charges of getting your package back to us.
If your order is to be sent to you again, you will have to pay the shipping fees once again. We would love to help you here, which is why it's important to inquire about custom fees beforehand, and provide us with the correct shipping information from the get-go or reach out to us in case you enter an incorrect shipping address by mistake.
If you require any additional assistance with this, please feel free to get in touch with us at shop@norblacknorwhite.com.
My order says delivered but I haven’t received it. What should I do?
Although unlikely, if you received a delivery confirmation and aren’t able to locate your order, here are some steps you can take:
- 🕵️♀️Check with your neighbour or any other person in your apartment building who may have collected the package on your behalf.
- 📍It’s possible that the delivery agent could not reach you for any reason and dropped the package off at the nearest access point.
- 🚥The shipping service accidentally marked the package as delivered and instead will be delivering it the next day.
In either of these cases, it is best to contact the shipping service locally at the earliest. If ultimately the package is not traced, please contact us at shop@norblacknorwhite.com and we’ll further assist you in whatever way possible.
PRODUCTS
What does made-to-order mean?
Made to order means that every style is handmade, especially for YOU, by our superstar team! 💫
As a small business, it helps us to predict and regulate our costs, and care for the 🌍by creating fewer piles of inventory + smaller piles of waste.
What are the wash care instructions for NBNW styles?
Each style has different wash care depending on the crafting technique used. We try making our styles handwash-friendly whenever possible, but some may be dry-cleaned only owing to the complexity of the dyeing method.
Detailed instructions for each product will be provided on the product page. If you’re still unsure, please reach out to us before any washing!
Should I expect my NBNW product to look different with time?
Yes you should! And isn’t this the beauty of it? 🌸
Your NBNW style is handmade and hand-dyed, and that is why no two pieces are the same. Due to the nature of the handmade processes for our textiles, some imperfections (if any) are natural over time. Such variations are normal, expected and only add to the uniqueness of your piece.
What can you do? Make sure you follow the washing instructions to keep your NBNW young at heart!
Who makes my NBNW products?
From our founders to our skilled karigars who create magic with their hands – there are a few things that tie all of us together – we love colour, we love to laugh, we’re joyful about what we do, and we do e-v-e-r-y-t-h-i-n-g with 100% pure love! 🌈
Click here to meet our superstar team!
Are NBNW products good for the planet?
Our ❤️for our planet reflects in our made-to-order model. It creates fewer piles of inventory + smaller piles of waste!
Are NBNW products good for people?
N/A
GIFT SHOP
Do you offer gift cards?
Yes! The one thing we love more than receiving 🎁is creating them for the people you love!
We offer gift cards for the amount of $30, $50, $100, and $150. You can view them here.
Want to be the GOAT of gift-giving and add a personal touch? We can help you with that too!
Gift your MVPs a customised NBNW gift card for birthdays/anniversaries/or just because. Please reach out to us at shop@norblacknorwhite.com and we’ll be happy to assist you!
Are gift shop products made to order?
N/A
Can gift shop products be returned?
N/A
What if my gift card has expired?
N/A
