FAQs
Effective Date: January 1, 2022
ABOUT BLACK FADES
1 / HOW CAN I LEARN MORE ABOUT BLACK FADES?
Please visit about us to learn more about BLACK FADES.
2 / WHAT INGREDIENTS DOES BLACK FADES USE?
All of our ingredients are thoughtfully sourced to create safe, sustainable products that are vegan, cruelty-free, phthalate-free, sodium Lauryl sulphate-free and never tested on animals.
BLACK FADES’s artworks are primarily made using ingredients derived from natural sources, on some occasions utilising alternative techniques,
where synthetic ingredients are utilised, their purpose is to ensure superior longevity or achieve a desired aromatic effect.
Our candle made with 100% soy wax, cotton core wicks, and a blend of fine fragrance oils that consist of natural and man-made materials.
3 / WHAT FRAGRANCE DOES BLACK FADES MADE FROM?
We use a certified (IFRA) premium blend of man-made and natural fragrances for BLACK FADES’s products, as they allow us to create more complex scent profiles; they are oftentimes, more sustainable to produce; and they allow us to offer our products at accessible price points.
4 / CAN I REFILL BLACK FADES’s PRODUCTS?
We always believed in a sustainable approach to our products. We do offer a refill program and each product will only be refilled with the same fragrance as originally purchased.
Refillable artworks: Scented Candle, Reed Diffuser, Incense, Fragrance Oil, Body Oil.
For Scented Candle, Fragrance Oil and Body Oil need to return the container for refill at our store, others can refill online.
5 / CAN I RECYCLE BLACK FADES's PRODUCTS?
As we have believed in a functional, minimal and sustainable approach to our products and packaging. You may return the containers in our shop.
6 / DOES BLACK FADES’s PRODUCTS PET SAFE?
As we love our animals as much as you do, and our products are formulated to be generally safe to use in households shared with pets. Our products are not tested on animals, but we always recommend using them as directed according to our warning labels. If you have questions or concerns about using BLACK FADES’s products around your pet, please consult your veterinarian for the best advice regarding your pets.
7 / CAN I USE BLACK FADES's PRODUCTS WHILE PREGNANT, NURSING, OR AROUND CHILDREN?
We set high standards about the ingredients we use and we only produce what we'd personally use at home with our own families. Please make sure to use ours as directed and keep out of reach of pets and children. If you have any concerns, we recommend consulting with your physician or healthcare professional prior for best advice.
8 / DOES BLACK FADES OPERATE THEIR OWN STORES?
Please visit our stockists for more information.
9 / HOW DO I FIND MY NEAREST BLACK FADES RETAILER?
BLACK FADES is carried by retailers throughout the world. Please visit our stockists to find the store location nearest you. General contact information can be found under our contact us section.
-
ORDERS
10 / CAN I PHONE/ONLINE ORDER AND PICK UP IN STORE?
We take orders over phone at our store, call or message through WhatsApp.
Hong Kong: +852 66246424
If you are interested in picking up an order from our store, we are able to offer pick up at checkout once an order has been placed on our website.
11 / CAN I CHANGE/CANCEL MY ORDER?
Our logistics partner works fast to get your order out to you. Once your order is submitted, we are unable to make any changes, including address changes, item changes, or cancelation requests. If you need a change of address for your package, please contact us info@blackfades.com to update your shipping information or request that your package is delivered to an access point / local pick-up location near you. BLACK FADES is not responsible for lost packages due to incorrect shipping addresses, thanks for your understanding!
12 / HOW DO I INQUIRE ABOUT CORPORATE TAILOR SERVICES?
Please complete our corporate tailor services form and submit your inquiry. Please note that no VAT exemption will be granted for online orders.
We invite you to contact us for any complementary information.
13 / DOES BLACK FADES OFFER WHOLESALE OPPORTUNITIES OR REDUCED PRICING FOR BULK ORDERS?
To request to become a BLACK FADES stockist or interested in placing a bulk order, please submit your store's information under contact us section and we will follow up shortly.
14 / CAN I STILL PURCHASE AN ITEM THAT IS OUT OF STOCK?
If an item is out of stock you cannot add it to your website order.
15 / WHAT ARE THE ACCEPTED PAYMENT METHODS TO PLACE A PRE-ORDER?
If you place a pre-order, you can use any of your usual payment methods.
16 / WHEN WILL I RECEIVE MY PRE-ORDER?
All products are shipped at the same time and will be delivered on the date shown on the pre-ordered product page.
17 / WILL I RECEIVE AN ORDER ACKNOWLEDGEMENT VIA EMAIL?
In order to set up your BLACK FADES account and purchase goods online, you will have to provide us with your email address. You will receive an order acknowledgment via this email address.
18 / WILL MY ONLINE PURCHASE COUNT TOWARDS MY VIP POINTS?
Please note that online purchases are not included in the VIP points collection program.
19 / CAN I ALTER THE DETAILS IN MY BLACK FADES ONLINE ACCOUNT?
Before you place an order at the BLACK FADES online store, you will be asked if you want to create a customer account. You can alter the information you provide at any time by logging into your account. Please see our terms and conditions for details of how we use the information that you provide to set up your BLACK FADES customer account.
20 / WHICH PAYMENT METHODS DO BLACK FADES ACCEPT ONLINE?
We offer secure online ordering and accept Visa, MasterCard, American Express, etc...
21 / AT WHAT STAGE IS MY CREDIT CARD CHARGED?
Your credit card will be charged at the point at which your order is shipped, with the exception of orders placed with WeChat Pay and Alipay HK, for which the amount is debited upon order confirmation. Any products you order that are not immediately available will be shipped to you as soon as they are available and your credit card will be charged at the point of shipment. Postage will be charged only against the first shipment if the order is to the same delivery address.
22 / IS IT SAFE TO USE MY CREDIT CARD ON BLACK FADES WEBSITE?
BLACK FADES values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your diptyque account details such as your name, address, email address and purchasing history. Each time you log into your BLACK FADES account to create a new order you must re-enter your credit card details. Please see our terms and conditions for further details.
-
SHIPPING
23 / HOW LONG DOES IT TAKE TO PROCESS AN ORDER?
Please visit our shipping information for more information.
24 / WHAT ARE MY DELIVERY OPTIONS?
Please see shipping methods during checkout for full details of the BLACK FADES delivery rates and services.
25 / CAN I SHIP AN ORDER OUTSIDE OF HONG KONG?
Orders made via the BLACK FADES online store can be delivered internationally, please visit our shipping information for more information.
26 / HOW CAN I CHECK THE STATUS OF MY ORDER?
Once we receive your order, BLACK FADES will email your order number to you. Please quote this order number in all correspondence. Please contact us at info@blackfades.com with regard to your query.
27 / WILL I HAVE TO SIGN FOR MY DELIVERY?
For security reasons, all parcels must be signed for on receipt. If you will not be at home during normal delivery hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel.
28 / WHAT IF I RECEIVED DAMAGED ITEM?
Please contact us at info@blackfades.com within 48 hours of receiving your shipment, stating the problem and attach relevant photos. Please avoid leaving your packages outside in the hot summer sun when possible. Thank you for your understanding!
29 / CAN I HAVE MY ORDER GIFT CARD?
Select gift card(s) by checking the appropriate box in our customer checkout and entering a gift message. Each order is accompanied with a gift card. At this time we do not offer gift wrapping.
-
RETURNS
Each artwork is handmade to order, we do not offer refund or exchange. Please contact us at info@blackfades.com with regard to your query.