Returns

It is important to us that you are satisfied with the products you have ordered. Our online store orders have a 30-day return policy from the date of receiving the products. The right of return also applies to discounted items purchased from the online store. Please try on underwear over your own underwear.

If the item is non-sellable, we also we reserve the right to reject the return altogether.

The right of return is valid for products that are in sellable condition, i.e. clean, unwashed and unused, with all product tags still attached. Please ensure that the product does not contain, for example, makeup stains or animal hair. If we receive dirty or otherwise non-sellable returns, we reserve the right to deduct a €10.00 cleaning fee from the refund amount. We also reserve the right to reject a return altogether if the product no longer corresponds to a new, unused product.

Please try on the underwear over your own underwear. If you wish to return the product, the product must be unused and in the same condition as when it was delivered, with any product tags still in place and packed in the original packaging. For hygiene reasons, underwear that has been opened cannot be returned, unless it is a try on over your own underwear.

Ceramic products have a 30-day return policy. Please note that in order to return payments, we require that the products are unused, in good condition and in their original sales packaging. Please do not remove the price tags from the products. We reserve the right to refuse a return if the product does not correspond to a new, unused product. Please pack the ceramic products carefully for return in the same way as they were packed upon delivery.

Non-Returnable Items

For hygienic reasons our socks and pantyhose can not be returned after the package has been opened and the garment has been tried on. This is according to EU’s Consumer Protection law (chapter 6 a, § 16).  However, the 30-day return policy applies to unopened packages of pantyhose and socks.

Return Fee

For domestic orders in Finland, return is free. You will receive a return label with your delivery, which you can use to send your return to us free of charge, making it easy for you to make the return. 
For orders delivered to Europe, we charge a return shipping and handling fee of €10.00, which will be automatically deducted from the refund amount.

If you return all items in your order, we will also refund the shipping costs you paid. The return fee will be deducted from the total amount of the refund even if you return all items in your order.

Returns from EU

When returning products from Europe, please first contact our customer here or posti@blackmoda.fi, and we will send you more detailed return instructions and a return address label. For orders delivered to Europe, we charge a return shipping and handling fee of €10.00, which will be automatically deducted from the refund amount.

How Do I Return a Product?

1. Register your return by logging in here with your email address and order number.

• Select an order and click "Create Return".
• Select the products you want to return and the reason for the return. Click "Next".
• You will see a summary of your return.
• Please check that the information matches and then click "Submit Return".
• Your return is now registered and you can send your return to us.

2. Pack the products you want to return in the original shipping packaging (or similar packaging). The products must be in a sellable condition, i.e. clean, unwashed and unused. Any product labels must be attached to the product.

3. Attach the return shipping label to the return package. Stick the address label in a visible place on the package so that the information on the original shipping label is covered.

4. Return the package to the parcel point of the shipping company indicated on the return label.

5. Please ask for a receipt for your return. Keep the receipt until we have processed your return.

Return Processing

Returns are processed within 14 business days from the return shipment date. You will receive an email confirmation once your return has been processed. If more than 14 business days have passed since the return date, please contact our customer service and we will check the status of your return. Please also include a photo of the return receipt or the return tracking number in your message. Tracking number can be found on the return receipt you received.

 
Product Exchange

If you wish to exchange a product, return the original item and place a new order for the desired item or size.

Late Returns

If your order’s return period has expired, you can no longer return the item using the return label. In this case, please contact our customer service here or by e-mail: posti@blackmoda.fi

 

How to Return Items in Finland

For domestic orders in Finland, returning items is easy with the return label included in your shipment. First register your return by logging in here. Then pack the return items in the original shipping package (or a similar package). 

Returning via Posti or Matkahuolto Service Point in Finland

Attach the return label over the original shipping label. Drop off the package at your nearest Posti or Matkahuolto service point. Request a receipt and keep it until you receive an email confirmation, that we have processed your return.

If your return package is thin (less than 3cm thick and under 2kg), you may drop it in a Posti mailbox with the return label attached. However, we recommend saving the tracking number just in case of problem situations.

Returning via Posti SmartPost in Finland

Get a return code from https://www.posti.fi/en/private/parcels-and-tracking/return-a-parcel using your JJFI tracking number. Choose a Posti Smartpost locker based on your postal code. You will receive a return code and locker number for your return. Drop the package in the locker and keep the receipt. Alternatively, you can use the original tracking number from the shipping label to generate a return code on Posti’s website: https://www.posti.fi/en/private/parcels-and-tracking/return-a-parcel

Request a receipt and keep it until you receive an email confirmation, that we have processed your return.

Missing Return Shipping Label?

If the return label is missing, you can return your package for free in Finland by using the following details.

RETURN ADDRESS IN FINLAND:

Posti / Ratia
Tikkurilantie 148, ovet D1-D4
01530 Vantaa

Posti Return ID: 673332

Take your package to a Posti service point and provide the return code to the staff. They will print a return label for you. Request a receipt and keep it until you receive an email confirmation, that we have processed your return.

If you are returning without a return shipping label, please include a note with your name, order number, and information about the products you are returning to the package, so we can process your return correctly.

Also register your return by logging in here.

 

How to Return Items from Europe

To return products from Europe, please first contact our customer service here or posti@blackmoda.fi. When contacting us, please state your wish to return the product, as well as your name and order number. After you contact us, we will send you detailed return instructions and a return shipping label. For orders delivered to Europe, GLS will handle the return shipping.

Then register your return by logging in here and pack the products in the original shipping packaging (or similar packaging).

Print and attach the return shipping label you received from us in a visible place on the package so that the information of the original shipping label is covered. Take the package to the nearest GLS parcel point and request a receipt for the return. Keep the receipt until you receive confirmation from us that the return has been received.

For orders shipped to Europe, we charge a return shipping and handling fee of €10.00. The return shipping and handling fee will be automatically deducted from the refund amount when we process your return.

 

Special Cases

Promotional Discounts (e.g., "Buy 3, Pay for 2")

If you return items from a promotional discount (such as Buy 3, Pay for 2), the discount will no longer apply. You will pay full price for the remaining campaign items, and the discount will be adjusted accordingly.

Return not registered or return information is incomplete

If we receive returns that are not registered or the return information is otherwise incomplete, we may not be able to match the return to the correct order and therefore cannot process your return. If you forgot to register your return, you can do so later here. In that case, please also send us your return information by email.

 

Refunds

Returns are processed within 14 business days from the return shipment date. You will receive an email confirmation once your return has been processed.

The refund will always be made to the same payment method you used to pay for your order. If you paid with an online bank transfer, the refund will appear in your account after 1-3 business days, depending on your bank.

If you paid for your entire order with a gift card, the amount will be refunded back to the original gift card. If you used a gift card and another payment method when paying, the refund will always be made primarily to the payment method you used and only then to the gift card.

 

Product Warranty and Reclaims

If the product is defective or we have sent you the wrong item, please contact our customer service here or posti@blackmoda.fi as soon as possible. In case of reclaims, attach a photo of the defect. If the claim is approved, we offer the following solutions:

• Repair (only in Finland): If the defect can be fixed, we will arrange the repair via our partner Menddie. The repair is free of charge for you.
• Replacement: If repair is not possible, we can send you a new replacement item. We will email instructions for returning the defective product before sending the replacement.
• Refund or Store Credit: If the product cannot be repaired or a replacement product is not available, we can offer a refund or a store credit equal to the purchase price. If the defective item was the only product in your order, we will also refund your shipping fee.

If we have sent you incorrect item, we will arrange the product exchange free of charge.