FAQ new

ORDERS

How can I cancel my order?

Are you 100% sure though? 🤔

If you need to cancel your order, please email us at shop@norblacknorwhite.com within 24 hours of placing it. If we receive your email after 24 hours, we will check with our team to see if cancellation is possible, but please note that transaction fees cannot be refunded after this period, as they are not refunded to us either. For orders with customizations, cancellations cannot be made after 48 hours since customizations are non-refundable.

 

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 on 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 7 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. Please be sure to share the tracking number with us, as we are not able to process your return/exchange without it.

It will be processed via the transaction payment mode within 3-5 business days after the returned goods reach us. Once initiated, your refund may take 5-7 business 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! 😔

NBNW 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 2-4 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.

If you’d like any assistance in helping finding the right size for you, feel free to reach out to us at shop@norblacknorwhite.com - we want to make sure it fits you just right!

 

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 $45 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-$250 to account for the additional time and resources. Final costing depends on the degree of customization.

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 Shopify Pay, Paypal, Apple Pay and Google Pay to process all transactions. 

Additionally, 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, Discover and Diners Club cards.

 

Will I be charged taxes?

Yes, as we are registered in the good ol’ USA, sales taxes are real. At the moment, sales tax will be added to orders shipping to in the state of California & New York. 

We think custom duties are silly too but they are a real thing! International 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.

  

PRODUCTS

What does made-to-order mean?

Made to order means that a 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 a different washcare depending on the crafting technique used. We try making our styles handwash-friendly whenever possible, but some may be dry-clean 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, and 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 (artisans) 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?

Our processes are centred around people and respecting culture is at our core. From the initial development to the final piece getting shipped we value the makers greatly, and have the least amount of dependency on machines. We celebrate the hands and their processes with all the post-dyeing work done by our in-house team.

Of course, we run a business in the 21st century and use technology wherever it can aid efficiency.

It has been a slow and steady process in which we take every opportunity on all levels to make decisions that positively impact the environment, people and culture. The realities of running a small business while staying true to these values often mean limited access to afford the luxury of operating exactly the way we dream of.

Unfortunately the nature of how the world systems are set up to be able to operate from an intersection of respectability of art, design and storytelling often doesn’t uphold the respect of the environment, people and culture. While consistently working against the current we have taken baby steps and continue to create a model and working environment that allows us and our team to sleep happily and comfortably at night. We leave it up to you to feel the energy in our work and decide how good it makes you feel.

  

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 in a range of amounts, starting at $50, all the way up to $500. 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?

Depends on what it is! We often work with smaller groups of artisans or NGOs in which it’s to everyone's benefit to develop a run of pieces which means it becomes a limited edition run. Other products like scrunchies, we make in-house and are most definitely made to order.

 

Can gift shop products be returned?

Sure. However please be mindful of the reasoning behind the return. With respect to the NGOs and artisans we are working with, we aren’t trying to create a culture of disposability and unconscious spending. Think about what and why you are purchasing a gift shop item before pressing that button!

 

What if my gift card has expired?

Our gift cards have no expiry date! Use them whenever you desire. If for some reason, your gift card isn't working, reach out to us at shop@norblacknorwhite.com and we'll fix you up!