FAQs

FREQUENTLY ASKED QUESTIONS

 

How can I contact customer service?

Please use the following link to contact our customer service.

 

CONTACT

 

Business hours :

Monday-Friday: 08:00 am to 17:00 pm (CET)

On Saturday/Sunday and on public holidays our company is closed.

 

I would like to include GOLDBLACK products in my assortment, what do I have to do?

In addition to our online shop, GOLDBLACK makes its products available to interested retailers and resellers.
Please contact us for all enquiries regarding our retailer program: retailer@goldblack.de

 

How can I unsubscribe from the newsletter?

In the footer of every newsletter you will find the possibility to unsubscribe from your GOLDBLACK newsletter.
Please note that you will no longer be able to find out about promotions and discounts that are exclusive to our newsletter subscribers.

 

Will my personal information be treated confidentially?

We treat all information you provide to us personally and confidentially.
All your data will be treated in accordance with the Federal Data Protection Act and the Telemedia Act.
For more information, please review our Privacy Policy 

 

What payment methods do you offer?

We accept Visa, MasterCard, American Express, JCB, Amazon Payments, Diners Club and PayPal.

 

What does "Pre-Order" mean in the product details?

A product on Pre-Order is a pre-orderable item that will be available at a later date.
The expected delivery date is indicated in the product description.
Of course, your order will be processed as soon as possible after delivery.

 

Are shipping costs included in the indicated prices?

Shipping is charged separately and varies depending on the destination.
For more information, please check our shipping information.

 

Do you offer special offers, vouchers or discounts?

Sign up for our newsletter or follow us in social media to stay up to date with the latest trends, vouchers and exclusive offers.

 

Can my order be packed as a gift?

We package your order with high-quality materials and free of charge as a gift. Simply select the option "gift-wrap" in the ordering process.
If you forget to mark your order as a gift, please contact our customer service with your order number as soon as possible.
Please note that we can no longer pack orders as gift that have already been shipped.

 

Is a shipment outside of Germany also possible?

Yes, GOLDBLACK offers worldwide shipping. For more information, please check our shipping information.

 

Which company handles the shipping of my order?

We deliver worldwide with reputable transport service providers to offer you the best service.
Depending on the chosen shipping method and destination country, shipping is carried out by DHL-Express, TNT or USPS.
The terms and conditions can be found on the website of the respective shipping company.
For more information, please check our shipping information 

 

What are the shipping costs?

We offer free shipping worldwide for orders over 500€. For more information, please check our shipping information.

 

How long does the delivery of my order take?

Your order usually leaves our company within 48 hours after receipt of your order.
For detailed information on delivery times, for further information please check our shipping information

 

Can I track my order?

As soon as your order has left our company we will send you a shipping confirmation.
This includes a parcel tracking number that allows you to track the shipment.

If you do not receive an email with a package tracking number, please check your spam folder first.
You can then contact our Customer Service (LINK) with the order number.

 

Can I change my delivery address?

If you would like to change your delivery address, please contact our Customer Service with your order number as soon as possible.
Please note that we cannot make any changes to orders that have already been shipped.

 

I have received the wrong product. What do I have to do?

We apologize for any inconvenience that may have arisen.
Please contact our Customer service as soon as possible, quoting the order number.
Our team will take great care of the problem.

 

Can I cancel my order?

To cancel your order, please contact our Customer Service with your order number as soon as possible.
Please note that we cannot cancel orders already shipped.
For more information on exchange or refund, please check the Return Policy

 

Can I return my order if it does not 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.
The product should be in its original condition and packaging. The refund will be made after receipt and inspection of the goods.
For more information on exchange or refund, please check the Return Policy.

 

The product I received does not correspond to the photo on the website.

We strive to ensure that all product images are displayed as accurately as possible.
Please note that the photos are snapshots and the structure and grain of the products may vary slightly.

 

How long does the refund take?

We will endeavour to complete your refund within 48 hours of receipt of the shipment.
Please note that the refund may take up to 14 days depending on your credit card provider.

 

Can I choose a different payment method for the refund?

Refunds can only be made in the same way as the original payment.