Returns & Refunds
Returns & Refunds
We pack every Blackbriar order with care and want your parcel to arrive safely and exactly as expected. If something is wrong, damaged, or not quite right, please contact us and we will help you find a fair solution.
Changed your mind?
For eligible physical products ordered online, you may let us know within 14 days after receiving your order that you want to return it. You do not have to give a reason. Please contact us through our support page first with your order number, your name, and the product or products you would like to return. We will reply with the return instructions.
After notifying us, please send the product back within 14 days. Returned products must be complete and, where reasonably possible, in their original condition and packaging.
Trying on and checking products
You may inspect or try on a product as you would in a physical shop. However, products that have clearly been used beyond normal inspection may lose value. If a product is returned used, damaged by the customer, incomplete, washed, or worn, we may refuse the return or deduct the loss in value from the refund.
Clothing
Clothing may be returned only when it is unworn, unwashed, clean, complete, and in its original condition. Worn clothing cannot be accepted as a regular return.
CDs, vinyl, and sealed media
Sealed CDs, vinyl records, DVDs, and similar audio or video products may be returned only while the original seal is still intact. Once the seal has been broken, these products are no longer returnable as a regular change-of-mind return. This does not affect your rights if an item arrives faulty, damaged, or incorrect.
Custom, personalised, signed, and one-off items
Some Blackbriar items are made, prepared, or personalised especially for an order. These products cannot be returned as a regular change-of-mind return, unless they arrive faulty, damaged, or incorrect.
This includes:
- Customised or personalised products.
- One-off items or unique collector items that are clearly sold as one-off/custom pieces.
- Handwritten lyrics, because they are custom made.
- Signed photographs or signed items that are made, prepared, or personalised for the order.
Exchanges
We may be able to exchange eligible physical products, for example for a different size, if the requested replacement is still available. Please contact us through our support page before sending anything back. Exchanges can take extra time, especially during busy periods, tours, pre-orders, or high-volume release periods.
For regular exchanges based on size, preference, or customer choice, the customer is responsible for all shipping costs: the cost of sending the original product back to us and the cost of shipping the replacement product to the customer. We will confirm the shipping cost and instructions before the exchange is processed.
If the exchange is needed because the item arrived faulty, damaged, or incorrect, please contact us with your order number and clear photos where relevant. In that case we will handle the issue according to your legal rights and the situation, and the regular customer-paid exchange shipping rule does not apply.
Digital downloads
Digital downloads are not returnable once the download has started, if you agreed that the download could start immediately and acknowledged that you would lose the right of withdrawal.
Broken, damaged, faulty, or incorrect items
If your order arrives broken, damaged, faulty, or incorrect, please contact us through our support page as soon as possible. Include your order number and clear photos of the issue where relevant. We will help you with a replacement, repair, or refund according to the situation and your legal rights.
Return shipping costs
For regular change-of-mind returns, the customer is responsible for the cost of return shipping. We recommend using a tracked shipping method. If the product is faulty, damaged, or incorrectly delivered, we will help resolve the issue and may cover reasonable return shipping where required.
Refunds
Refunds are made using the original payment method where possible. We may wait with the refund until we have received the returned product or until you have provided proof that you sent it back. If a returned product has lost value because it was used or handled beyond what is necessary to inspect it, we may deduct that loss in value from the refund.
Your legal rights
This policy does not limit any legal rights you may have under applicable consumer law, including your rights when a product is faulty, damaged, incorrectly delivered, or not as described.
How to start a return
Please contact us before sending anything back. If your return is approved, we will send you a return form and provide the return address privately with the return instructions. Returns sent without contacting us first may not be accepted.