Shopping Bag (0)

EMPTY SHOPPING BAG
You have no items in your shopping bag

FAQs


1. ABOUT US

DEFINE “BAW”:
baw: (noun) 1. Black and White, 2. A way of life.
(adjective) a person that is simple, pure and straightforward.
[Rhymes with “raw”]

To know more about us, go to Our Story page.


2. ­­­­­­ORDERING

HOW DO I PLACE AN ORDER?
Order online at www.ablackandwhitestory.com.
+ Find the item(s) you wish to order, choose your size and click on the “ADD TO BAG” button.
+ You can continue shopping or go to the SHOPPING BAG summary page where you can review your order and choose to checkout.
+ If you are not on the shopping bag summary page but wish to pay for your order, click CHECKOUT from the top right hand corner “Shopping bag” pop down and you will be taken to our easy one step checkout where you can review your order once more and pay.
If you have any problems placing your order, please don't hesitate to get in touch via our Contact Us page. 

DO I NEED AN ACCOUNT TO PLACE AN ORDER?
+ First time buyers do not need to create an account before placing an order as on the checkout page, an account will easily be created for you so that you can track your order and save your preferences to make future orders faster.
+ Regular customers will need to sign in with their account details either before or on the checkout page in order to complete their next purchase.

HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?
After you place your order, you will receive an email from us acknowledging that your order has been received, with a unique order number. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. After your credit card details have been approved and the delivery address has been verified, your order will be accepted and the item(s) will be shipped. Should any of the item(s) you have ordered be unavailable you will be quickly informed and your payment for the item(s) will not be processed.

WHAT IF I WANT AN ITEM BUT IT IS OUT OF STOCK?
All items are subject to availability. If an item that you want is out of stock, when you select your size, an out of stock notification box will appear so that you can submit your email address to register your interest. When/if the item is back in stock, we will notify you so that you can jump the queue.
Once an item is sold out and will not be restocked, it will be taken off the website at the earliest opportunity.

IS IT POSSIBLE TO AMEND MY ORDER ONCE I HAVE PLACED IT?
If you wish to amend (add/remove) items to an order that you have already placed or you realise that your personal/delivery/billing details are incorrect once you have completed the order process, please let us know via our Contact Us form as soon as you can, ensuring you include your order number and we will do our best to rectify the issue.

HOW DO I CANCEL MY ORDER?
If for any reason you wish to cancel your order before it has been dispatched, please let us know via our Contact Us form, ensuring you include your order number. Our Customer Care team will be able to advise you best as it will depend on what stage of the process your order has reached.

HOW DO I USE A PROMOTIONAL CODE?
On the SHOPPING BAG page or the CHECKOUT page, simply enter your promotional code and then click APPLY before you place your order. Please note there is no cash alternative available for promotional codes and expiry dates and usage restrictions of a particular promotional code may apply.


3. PAYMENT

WHAT PAYMENT OPTIONS DO YOU OFFER?

We accept both credit and debit card payments via Visa, Mastercard, Maestro, JCB, Diner’s Club and Discover cards.   
 
We transact in GBP (£) only. If you have selected an alternative currency via our currency tool, the prices quoted are for guidance purposes only. The exact amount you are charged will depend on the exchange rate and other charges applied by your card issuer.

DO ANY TAX CHARGES APPLY?
All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (20%). If your country is not applicable to UK VAT, the tax will be automatically deducted on the on the CHECKOUT page.
Please note that any customs or import duties levied once the parcel reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them. Please see our Delivery page for more details.

I AM HAVING PROBLEMS PROCESSING MY PAYMENT
For problems related to processing payments, you may need to contact your card issuer to ensure that the transaction is authorised. You may also need to ensure that you have entered your card details correctly: enter your card number without any spaces and make sure that you have entered your name exactly as it appears on your card. The CVC number is the last three digits on the signature strip on the reverse of the card. The issue may be caused by 3DSecure (Verified by Visa or MasterCard SecureCode) verification which is a system setup by your card issuer to manage online fraud and protect your account. This system is managed by your bank so it may be worth contacting them to check that there are no problems with the 3DSecure system on your account.
Alternatively, please contact our Customer Care team at care@ablackandwhitestory.com who will advise you best.


4. DELIVERY

WHAT DELIVERY OPTIONS DO YOU OFFER?
+ For UK customers, we are delighted to offer a next working day courier service for orders that are placed by before 3pm GMT, with our partner DHL.
+ For Europe and Rest of World customers, we are proud to offer express delivery service (by road or by air option where applicable), with our partner DHL.
Please refer to our Delivery page for country-specific information.

HOW DO I TRACK MY ORDER?
We ship all of our orders using DHL. When we dispatch your order for delivery you will receive a unique tracking number by email from DHL. With this reference number you can check the live status of your shipment on the DHL website at www.dhl.co.uk/en/express/tracking.html.
Alternatively, you can use our Contact Us form and select the Subject as Delivery enquiry if you have any questions regarding your delivery. 

WILL I HAVE TO SIGN FOR MY ORDER?
As we take the safety of our parcels very seriously, we do require proof of delivery for all orders and we and our delivery partner DHL are unable to authorise parcels to be delivered without a signature.

WHAT HAPPENS IF I AM NOT PRESENT WHEN YOU DELIVER?
If you or the intended recipient is not at the delivery address when DHL attempt to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item or rearrange delivery. Please note if you rearrange to deliver to another address, this may incur an additional charge that is out of our control.

HOW MUCH ARE THE CUSTOMS DUTIES AND TAXES FOR MY ORDER?
Custom duties policies vary widely between countries. All customers are responsible for clearing custom duties and taxes that may be imposed by your government. Please contact your local customs office for further information.
To ensure quick delivery to you, DHL will contact you prior to delivering your parcel to facilitate payment in advance via credit/debit card or by cash upon receipt at the door. For this reason, your telephone number is a required field in our checkout process so please ensure it is accurate (with your full country code). If you have not cleared the charges in advance, they will be payable upon receipt at the door. You will receive a separate invoice from DHL for any applicable custom duties and taxes.

WHAT HAPPENS IF MY ORDER HAS NOT ARRIVED?
If you have not received your order by the quoted time, please remember that this is only a guide and delays are occasionally inevitable due to unforeseen issues affecting our delivery partner. Rest assured, you can still inform us through our Contact Us form – select Delivery enquiry and provide your Order Number so we can look into it for you.
We will deliver the goods to the address for delivery that you specified when you placed your order. Please be accurate when you give us your address details, as we will not be liable if the address that you have given and that we deliver to is incorrect.


5. RETURNS + EXCHANGES

WHAT IS YOUR RETURNS AND EXCHANGES POLICY?

Please view our Returns + Exchanges page for full information.


6. SAFE ONLINE SHOPPING

IS IT SAFE TO SHOP ON www.ablackandwhitestory.com?
We use the Secure Socket Layer (SSL) technology, which encrypts your information before it is sent to us, to protect it from unauthorised use. We do not store your card details. All orders are processed through a secure checkout system provided by Sage Pay or PayPal.

IS MY PERSONAL INFORMATION KEPT PRIVATE?
We respect the privacy rights of our online visitors and recognise the importance of protecting your personal information. We follow strict procedures to ensure customer information is handled in a responsible manner. We do not disclose information you provide us to third parties. When you place an order or access your account information, we use Secure Socket Layer (SSL) technology, which encrypts your information before it is sent to us, to protect it from unauthorised use.
For more information, please see our Privacy Policy.


7. GENERAL

HOW CAN I CONTACT YOU?
You can contact us via either of the following methods:
+ Our Contact Us form 
+ Email: care@ablackandwhitestory.com 

HOW DO I CREATE AN ACCOUNT?
Click on the Sign up link at the top of the website. Then follow the instructions to create an account. You will receive an email to confirm your account is set up.

I HAVE FORGOTTEN MY PASSWORD – WHAT SHALL I DO?
Go to the Sign In page click the ‘Forgotten Password’ link. You will then be emailed a link to reset your password.

HOW DO I KNOW IF AN ITEM WILL FIT ME?
You will find a link to the Size Guide next to the size options on every product page. There is also information on the fit of an item on every product page. We also provide the measurements of our model and the size that they are wearing to help guide you.
If you require further information or have a specific query, please don't hesitate to Contact Us directly. 
 

I AM HAVING PROBLEMS WITH THE WEBSITE
If you are having problems accessing the website please check your browser first to ensure it is compatible with the website. If the problem persists then copy and paste any error messages you are receiving into an email to our Customer Care team at care@ablackandwhitestory.com.