Customer Service

Our Store Locator
At our Store Locator, you can find the addresss and phone numbers of resellers and Black Bananas stores.
If you have any queries or suggestions, please contact us through any of the Customer Service channels, and we will be pleased to help you.

Are sold out items restocked?
Most of the items from our current collection will be restocked as soon as possible. You can subscribe for an in-stock notification at the product page onsite. You can choose to be notified by e-mail, messenger or phone.

You could also check with one of our resellers or stores if the item is on stock. Go to the store locator page and select the store of your choice to find their contact details.

I would love to join the BLACK BANANAS team! Are there open vacancies?
All our vacancies are listed at our jobs page.

Where do I e-mail to for Media & Press inquiries?
Please send an e-mail to our marketing department. We will get back to you.

Payment methods
You can pay for your order with the following options:

- iDeal
- Maestro
- Belfius Pay Button
- Mastercard Creditcard
- ING Homepay
- KBC Betaalknop
- Giropay
- Bank Contant/Mister Cash
- Visa Creditcard
- Sofort Banking
- Klarna
- PayPal

Payment Failed
If you receive the message "payment failed" after you went through the payment procedure, there are a few possible problems and solutions.

- Try to clear your browser cache data and delete your cookies.
- Try to use a different browser.
- Try to use a different payment method.

If these options don't solve the problem, please contact our customer service team.

If the purchase amount has been deducted from your bank account after the order has failed, please contact our customer service as soon as possible so we can help you out. Keep a screenshot that shows the proof of payment to be sure.

Credit Card Payments
Orders placed with a credit card that are not linked to your shipping adresses will be cancelled automatically to prevent fraud. The purchase amount would be released from your Credit Card within 1-5 workingdays.

Klarna Payments
It is not possible to select a drop-off delivery point and choosing Klarna as payment option to prevent fraud. Read more about the terms and conditions of Klarna.

Giftcard Payments
We accept payments from a Fashioncheque. Select Gift Card at check-out and fill out the card details. If the order is not fully paid by the Fashioncheque, you will be redirected to the check-out to complete the remaining amount.

Delivery methods and costs
Delivery options
The shipping options and delivery date may vary depending on your location. We select the best and delivery service for your location.

Check the approximate shipping days and costs per country here.

Bear in mind that deliveries are only made on working days. Orders from Friday 22:00 until Sunday are shipped on Monday.

Collect order at pick-up location
Remember to collect your order you will need to present your ID document.
A written authorization and a photocopy of the buyer's ID document will need to be submitted at the drop point if the order is being collected on behalf of the buyer.

Shipping countries
We ship worldwide. The costs and delivery time vary per location.You can see this during check-out.

Customs or import duties
If you place an order outside the EU, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.

How will my order be shipped?
We will ship your order in a polybag or in a box, depending on the size and number of items that are in your order.

Where can I find my invoices?
Your invoice is always included in the order confirmation email. You can also find the invoice in your BLACK BANANAS account. If you can’t find the invoice, don't hesitate to contact us so we can send a new copy to you.

Order Status
You will firstly receive an order confirmation e-mail. You will then receive email updates on the status of your order as soon as the package is sent out.
You can also access this information in the section "My Account". If you are not registered, click on the “Order information” link in the confirmation email to track your order.

Split Orders
It is possible that your order will be sent in more than one package. If this happens, we'll let you know by email which items you will receive in each shipment.

Order Confirmation not received
It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.
If the payment has been processed and you haven’t received a confirmation email after two hours, please get in touch with us via phone or mail.

I placed an order and I entered the wrong shipping address. Can I still change this?
If you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed. Please be mindful: if we make changes to the current address, the shipping date and time will be cancelled and you will receive a new confirmation e-mail as soon as possible.

I was expecting my order to arrive, but the parcel was not delivered.
We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you've received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.

Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbours’ or your delivery window may have been rescheduled.
In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via phone or mail. We will look into the whereabouts of your parcel to ensure a quick delivery.

Missing package
We are working with third party forwarders, meaning we do not have our own delivery service. In case there is a hick-up during delivery, or a package does not arrive, please contact us. We will reach out to the forwarder to investigate where the package is delivered. This investigation can take 2-3 working days. After receiving a response on the investigation we can offer a suiting solution.

Missing products
If items are missing in your package and they are mentioned on the packingslip included in your parcel, please inform our support team by e-mail within 2 working days upon receival.

Damaged packaged/goods
If your package is delivered with severe damage*, please be aware that items might be missing. Do not accept the package before checking if items are missing. If items are missing, please return the parcel with the forwarder. They will return the package to us to further investigate and offer you a new package. Please do not forget to take photos of the package with its damages so you/we can start a case. 

If there is no notification at the forwarder of a damaged package we are unable to solve the problem. In this case we would advise to contact the forwarder yourself. 

*With severe damage we refer to packages which are fully opened, or have holes big enough to pull clothing items out. 

Returns
Returns can be made within 30 days after receiving your order. The return costs are at own expense, an exchange is free.
To start an online return, click here.

You have the option to return for a full refund, a gift voucher with an incentive, or exchange the product for a different size.

Terms and conditions for exchanges and returns:
- Return should have the original packaging and hang tags attached. If items are opened or damaged, a compensation for lost value can be claimed.
- Swimwear: must include the hygiene sticker.
- Underwear: cannot be returned
- Accessories: must be returned with the bag and all the labels or the original cardboard packaging intact.
- Packs: items forming part of a pack cannot be returned separately.

Modify or cancel order
In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.

Once your order is picked, it is not longer possible to cancel or change the order. Please be informed that if you refuse the package at the door upon delivery, it will be returned to our warehouse at your own expense. The refund will be made after the package has been returned at our warehouse within 10 working days. Shipping costs will be deducted from the payout.

Refund or return of a damaged or faulty item
If the item received differs from the ordered article size or color as the ordered item, please notify our support team. We will make sure the correct item will be received by you and cover the costs.

If you wish to return a damaged or faulty item, please reach out to our customer support team for a suiting solution before returning the item.

Can I return or exchange my order at one of the stores?
At this moment, it's not possible to return online orders in our stores.

Orders purchased in the store can be exchanged or returned at that specific store.
Please be noted that a receipt is required to make a return or exchange.

When can I expect my refund?
We will refund your return as soon as possible and at the latest within 10 working days after receiving your return at our warehouse. The refund will be made to the bank account, Klarna, credit card or PayPal account that was used to place the order.

My return arrived at your warehouse more than 14 days ago, but I did not receive any updates. What should I do?
We are very sorry that you have not yet received any updates concerning your return. Could you please get in touch with us? Please keep your order number and tracking code ready, so we can help you quickly.

Cost to return item
The costs of a return vary based on the shipping company and country that you ship it from. The costs are at own expense.

We offer reduced shipping when using our return portal to purchase your return shipping label.

For The Netherlands the costs start from €5,40, for Belgium from €9,95 and for Germany €10,25.

If you choose to use a forwarder or your own choice, we strongly recommend you that every item is returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing items. Also, hold on to the tracking code of your return until your return is processed.

Please note that return shipments are at your own expense and own risk.

Refund on giftcard
If a giftcard has been used to pay for the order, the refund of this exact will be made on the giftcard.

We offer the following three return options:

1. Refund
A refund is considered a ‘normal return’. You can click on the link to indicate to us which items are returned and continue to purchase a shipping label for your return. We offer reduced shipping rates for returns. But, you can also use your own forwarder at choice, do note returns are at own risk when selecting your own forwarder.

After the return has been delivered at our warehouse, we will process and refund the return within 10 working days. The refund amount will be paid using the original payment method and payment card used for the purchase. If a gift card has been used, the credit will be
restored onto this gift card.

2. Giftcard Voucher
You can choose for a gift voucher instead of a refund. You will receive the refund amount plus an extra €5,95 on your BLCK BNNS giftcard.

The giftcard does not have an ending date and can be used for multiple orders until the value is at €0.

The giftcard is non refundable for money.

3. Product exchange
If you do like the product received but the size is not right, you can exchange the product for a different size. You cannot exchange for a different product or color. We recommend the giftcard with incentive in this case.

You will be able to select the right size in the return portal. If your size is not shown in the return portal, it is out of stock.

The new order will be send out as soon as your return has been received and processed. This can take up to 5 business days. You will receive an e-mail with tracking details.

We offer free return labels for an exchange.

If you wish to handle take care of your return yourself, please send your parcel to:
Return Address:
Promese 
Attn. Black Bananas
Flight Forum 2500
5657 DZ Eindhoven
The Netherlands 
*Taking care of the return yourself is at own risk. We cannot be held responsible for missed packages.

Exchanges for a different size are free. You will receive a prepaid return label. 

You can choose to use different forwarders for your return. The prices depend on the country and forwarder selected. 
The return costs per country are starting from:

• The Netherlands: € 5,40
• Belgium: € 9,95
• Germany: Free return
• Luxembourg: € 10,75

Return Costs starting from:

• Baltics: € 13,24
• North Europe: € 13,05
• West Europa: € 11,15 fr uk oost slove
• East Europe: € 14,45
• Rest of the World: on request

*We are offering the best possible prices within our forwarders contracts. If you are able to return it to lower costs by arranging your own forwarder, please feel free to do so. Please make sure you are receiving a tracking number, this option is at own risk. For any questions regarding a return, please reach out to our team at support@blackbananas.com. They are happy to help! 

Care instructions
You can find information on how to care for your garments on our website in the MATERIALS AND CARE option of each item, as well as on the garment labels.

Here is some additional advice for each type of fabric used:

Cotton
Due to its hygroscopicity and morphology, items made from this fibre provide natural comfort and a pleasant feel, making it the ideal choice for garments that come into direct contact with the skin. It can be washed by conventional methods, provided that the colour and finish permit it, according to the symbols and instructions on the label.

Polyester
This is a very hard-wearing, versatile synthetic fibre, with low moisture absorption, that can accumulate static electricity. Easy care, it does not shrink or crease when washed, and it dries rapidly, although it can develop pilling. If this happens, pills can be removed by cutting the fibres.

Down and padded jackets
Garments with both natural fibres and synthetic fibres can be washed by machine. We recommend turning the item inside out and closing zips and hook and look straps. Drying is very important, to avoid the feathers clumping. You can use a tumble dryer.

Sunglasses
Sunglasses: All our sunglasses use lenses that protect from ultraviolet radiation (UV-A and UV-B) and reduce visible radiation, depending on the filter category indicated in the accompanying leaflet.

The category of protective filter on sunglasses is indicated on the sticker on one of the lenses of the glasses and the features are in the accompanying leaflet.

Out of Stock
We're sorry that the item that you are interested in is out of stock. Occasionally, depending on the style, items and sizes are restocked. On the product page, you can subscribe yourself to get notified when your item is back in stock.

Damages
We’re sorry that the item that you purchased is damaged. You can contact us via phone or mail and we'll provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first. The item will be looked at by our customer service agent followed by receiving a return label (pre-paid) to ship back a damaged product.

Do you like to learn more about washing your Black Bananas clothes? Click here.

Which size do I need?
Some of our items fit true to size, however other items have a an oversized or boxy fit. Therefore, we recommend you take a look at the product page of the item you're interested in for specific sizing information. The product page provides information on fit size and shows the size of the model.

Go to our size guide to learn more on how to measure the correct size. (The page is still under construction)

If you have a question regarding fit about a specific item don't hesitate to contact our customer service.

Sign up to be a BB Member and save points with every order you place. You can collect points for engaging with BB, for example like us on social media.

You can see the points saved by you on this page.

You can spend points on discount and free products. Check out the member page for more detailed info on the rewards.

RECEIVING POINTS
Points will be added to your account after your purchase left our warehouse. Please note this can take up to two working days.

Birthday points are given if your Birthdate is saved at your account at least two days prior to your Birthday.

Points for submitting your Black Bananas flagshipstore receipt are given after your submission is granted. This can take up to two working days.

MOVING UP A TIER
You will move up a tier 30 days after your order. The delay is caused by our return program of 30 days.

REWARD 2 PURCHASES
The reward of 300 points for 2 purchases can be earned by placing two orders of each €100 or up.

REDEEMING DISCOUNT
If you collect enough points, you can exchange the points for discount. Please note the discount codes can be used on orders with a minimum spend:
100 points - €5 - minimum spend €50
200 points - €10 - minimum spend €120
300 points - €15 - minimum spend €150
400 points - €20 - minimum spend €180
600 points - €30 - minimum spend €250

REFERRAL PROGRAM
Give your friends €20 off on their first order of €120+ and get €20 (in points) for each successful referral.

You can only send a referral link to a friend who does not have a membership account yet at Black Bananas and places his/her first order. 
The points will be added to your account after your friend's order left our warehouse. 

GOLD MEMBER
As a gold member you have the exclusive chance to win festival tickets or a complete new outfit worth €250. To win you will receive an e-mail invite to participate in the raffle. 

Check our current campaigns here.

Sales and special offers
At Black Bananas we have a seasonal online sale twice a year, offer special discounts occassionally, and provide exclusive discounts for e-mail subscribers. For the latest updates on the next sale subscribe to our newsletter!

Sale prices can not be redeemed before or after the sale date.

Cancel/change sale orders
During sale periods due to the high traffic of sales and special offers, cancelling or changing any international or domestic order won’t be possible.

Promotion codes
Promotion codes can not be combined and not every promotion code will be valid on sale items or special offers.
Discounts are non-refundable for cash.

Delivery during the sale
Please be aware that delivery times are longer during sales periods due to the high volume. We are working towards having your order processed as fast as possible.

We aim for the following delivery times
Netherlands: 3-7 business days
Europe Zone 1: 5-7 business days
Europe Zone 2: 6-8 business days
Outside Europe: 8-10 business days