Hi! Welcome to our Frequently Asked Questions page. We hope that you find this section useful. However, if you don’t find the answers to your questions listed below, please feel free to send us an email at [email protected]. We always aim to keep you satisfied.
Black Le Rouge works closely with top merchants from all over the world to curate the products on our website. Our trusted suppliers all have an assurance of high quality. Customer satisfaction is our number one priority; we only use the most trusted online payment methods.
Black Le Rouge uses industry-standard privacy protection. We do not sell, lease, or otherwise distribute any personal customer information. Furthermore, all sensitive personal information is kept securely offline in our privately-run secure data center.
Your order has already been sent. Occasionally it takes up to 48 hours for tracking information to show up in the tracking system. Sometimes tracking information takes a while to load. This often occurs with our USPS global shipping partners. If your order has a tracking number but hasn’t been updated, we will handle the issue. We take all our responsibilities with the utmost seriousness, and you will be able to view all tracking information related to your order.
Our refund and return policies are quick and easy. You have the option of refunding your item for 30 days after receiving it. We offer a complete refund of the entire cost.
Please note that if the item delivered to you is damaged or missing, then you have the option of returning it. We will issue a replacement.
Note your tracking number so that you can see when it arrives back at our warehouse.
No, you can just place an order as a guest. However, there are several perks if you have an account with us:
- Quick checkout process.
- Easy viewing of your order status and order history.
- Receive updates detailing new releases and special promotions.
- Make customized wish lists.
All of our transactions take place in US dollars. If your credit card is in another currency, then the order is calculated as per the exchange rate.
Contact us and we will quickly change your email address. We can only change your email address, name, and address but not your order.
We make every effort to reply to all emails within 24 hours. Our office is closed on weekends so we will get back to you on the next business day.
Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless stated otherwise.
We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card providers network, where your card and transaction is authorized and approved. Your credit card information is not stored.
We reserve the right to cancel any part of the order at any time after receiving it. Even if the customer has received an order confirmation or the credit card has been authorized. If your credit card had already been authorized before the order was canceled, then credit is issued to the original method of payment.
Any cancellation made after an order has been placed is subject to a cancellation fee of $1.00 regardless of the time the order has been placed as the merchant processor/credit card charges us a cancellation fee.
Orders that have already been packed or shipped cannot be cancelled.
Since our website and services are in English, all the information that you type/enter is required to be input in English. If specific parts of your address contain a non-English alphabet, you may use similar English ones instead.
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination’s customs department may hold the package.
The delivery time depends on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information the next day. Tracking information generally becomes available 24 hours after the order has been shipped. We are not responsible for delays caused by the customs department in your country.
Unfortunately, we are unable to take orders over the phone. You can try placing your order on a different device or browser. If you are still experiencing problems, we are happy to speak with you and assist with troubleshooting orders.
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1-3 days after we have shipped your order. You can track your order on our website.
Please contact us immediately if any items are found missing.