• Free delivery on all orders (NL/BE/DE/FR/ES)

Customer Service

Our Store Locator
We have a Store locator, where you can consult our store's addresses, and telephone numbers.
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.

Will items that are now sold out become available again?
If the item you are looking for is not available either in store or on the website, it may be restocked. If you want to be sure, please check one of our retailers. We do not accept reservations for in-store items.

I would love to join the BLACK BANANAS team! Are there open vacancies?
For any query about our employment offers, we recommend you access the website the following page : https://www.blackbananas.com/pages/jobs

How do I contact the customer service?
Our customer service team will be able to assist you by e-mail or phone. You can fill in our contact form, or send an e-mail to support@blackbananas.com or reach us via phone, call +31(0) 70 785 6022 - available Monday to Friday, 09:00 A.M. to 17:00 P.M. CEST.

Where do I e-mail to for Media & Press inquiries?
Please send an e-mail to our marketing department: marketing@blackbananas.com and we will get back to you.

Store
We are always happy to welcome you in our stores. For our The Hague store and our Antwerp Flagship Store, there are several rules in place in order to maintain a safe environment for the employees and customers:

Antwerp Flagship Store:
- Masks are mandatory.
- Maintain a distance of 1.5 meters between other costumers and employees.
- A maximum of 7 customers are allowed inside.

The Hague Store:
- A mask is not mandatory, but feel free to wear one for your own safety.
- Due to the space, we can only allow 2 customers (more individuals if from the sale household) at a time inside.

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
Afterpay
PayPal

Payment Failed
Don't worry! If you received the message "payment failed" after you went through the payment procedure, there are a few

- Clear your cache data and delete your cookies.
- Use a different browser or use a different payment method.

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

Orders placed with a credit card that are not liked to your shipping adressed will be cancelled automatically to prevent fraud. You will receive the purchase amount within 1-5 days.

If the purchase amount has been deducted from your back 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.

Delivery methods and costs
The shipping options and delivery date may vary depending on your location.
Delivery options:

We offer shipping to the following countries:
FREE: Netherlands, Belgium, France, Germany, Spanje

Home delivery:
The estimated delivery time will be between 1-2 working days, depending on the delivery address.

Standard Europe (2-7 days): €7.95

Standard International (4-12 days): €14.95

Drop point (NL ONLY) - 3.95 EUR / FREE (Orders over 50 EUR)
At the drop point of your choice within 3-5 working days.
We will show you the available drop points at the time of purchase.

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. Bear in mind that deliveries are only made on working days.

Our products are delivered by Budbee (NL, BE), PostNL(BE), GLS (spain)
The orders placed on the weekend from friday 22:00 until Sunday are shipped on Monday.
Budbee delivery (1-2 business days) *Be aware: The package will be delivered between 17.00 en 22.00

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.

Shipping countries
We offer shipping to the following countries:
FREE: Netherlands, Belgium, France, Germany, Spain

Home delivery:
The estimated delivery time will be between 1-2 working days, depending on the delivery address.

Standard Europe (2-7 days): €7.95
Standard International (4-12 days): €14.95

Drop point (NL ONLY) - 3.95 EUR / FREE (Orders over 50 EUR)
At the drop point of your choice within 3-5 working days.
We will show you the available drop points at the time of purchase.

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.

Exchanges & Returns
Returns can be made within 14 days of the purchase date.

To return any purchase made in our stores, it is vital that you show the receipt.
The credit will be paid using the original payment method used for the purchase. Please remember that returns can only be done in the same country where the items were bought.
Special terms and conditions for exchanges and returns of certain items:

Swimwear: must include the hygiene sticker.
Underwear: cannot be returned
Woman: can be returned as long as they are in the same condition as when they were purchased and still have the bag and all the labels with which they were sent.
Man: underwear cannot be returned or exchanged. Can be returned as long as they are in the same condition as when they were purchased and still have the bag and all the labels with which they were sent.
Kids: underwear items cannot be returned or exchanged, except for socks kept in their original packaging.
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’s no longer possible to cancel or change the order. Please be mindfull: if you refuse the package at the door upon delivery, it will then be returned to our warehouse at your own expense. Once the return has been processed in our warehouse, we will process your return and your purchase amount will be refunded (minus the return costs).

Return policy
Our returns policy allows you to return products unused within 30 days of receiving them. Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original BLACK BANANAS labels attached and in the original packaging.

For hygiene reasons, underwear cannot be returned unless they are damaged. We don’t accept returned socks if the packaging has been opened.

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

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.

When can I expect my refund?
We will refund your return as soon as possible and at the latest within 10 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.

Cost to return item
The costs of a return differ based on the shipping company and country that you ship it from. Please check with your local post office for current pricing.
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.

How will my order be refunded in the case of a return or faulty item?
If you returned your order and selected ‘money refund’ we will refund you as soon as possible within the 10 days of receiving your return. We always refund the amount to the bank account/credit card you used to place the order.
If you paid for part of your returned order with a gift card, we will add the purchase amount of your return to your gift card. After this is processed, you can place a new order with your gift card.

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.

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

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.

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!

Cancel/change order
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.

Deliver 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

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    worldwide shipping 24/7

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    delivery 1-2 working days

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    free delivery on all orders (NL/BE/FR/DE)