Frequently Asked Questions (F.A.Q.)

To make purchasing your clothing from our gothic shop as easy and hassle free as possible, we have compiled a list of common and frequent questions. The replies cover all stages from choosing the right products, placing your order and up to delivery to your doorstep and anything in-between. This page has been conceived with new customers in mind, who might not be familiar with online purchases. We hope this short guide will dissipate any concerns and help them to get the best possible shopping experience in our store.


Questions:

Who we are

Contacting us

Price and taxes

Availability

Shipping

Return & exchange policy

Cancelations

Damaged or missing items

Security

Privacy


Answers:

Who we are

Supernova Cult S.A.R.L.

The Black Angel is a gothic shop owned and opearated by Supernova Cult SARL, a private owned company from Luxembourg, Europe. We are specialized in gothic and other underground fashion related to the goth scene. We have been in business for over a decade (since early 2000), and have vowed to provide our customers with outstanding service and quality designs by the best brands in gothic clothing. Our experienced team works hard to provide you with the best combination of quality apparel and gear, friendly service, fast shipping and fair prices.

The Black Angel - online shop for gothic clothing and accessories

The Black Angel is one of the worldwide leading online shops for gothic clothing and accessories. Launched in 2002, our aim was to give customers the professional service the goth scene was lacking until then. And we are proud to have achieved setting new standards. The Black Angel has earned an excellent and worldwide reputation over the years, through hard work and continuous improving. Our service offering and selection of gothic clothing brands is one of the best - give us a try and see for yourself.

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Contacting us

By mail

Supernova Cult S.A.R.L.

17 Kinnikshaff

L-8838 Wahl

Luxembourg

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By phone & fax

You can reach The Black Angel support team between 10am and 7pm CET (GMT+1) timezone.

Phone: +352 2655 2999

Fax: +352 2655 2999

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By email

You can reach our gothic shop through the contact form. Our support team strives to reply within 48 hours during weekdays, whenever possible. For order related questions, please remember to include your order number.

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Price and taxes

Euros - converting to other currencies

The Black Angel is a gothic shop based in Luxembourg, Europe. Because we are a European company, the prices for all our gothic clothing and jewelry is fixed in Euros. Payments by credit card or Paypal will automatically be converted to Euros by your card issuer or Paypal, at the current real-time exchange rate, during checkout. You can get an estimation of the current exchange rate or final sales price by using an online converter tool (like the one available at xe.com).

Customs fees & duty taxes

All sales prices for the clothing and jewelry our gothic shop stocks include the Value Added Tax (VAT), which is applicable for all customer from within the EU only. Customers from outside the EU are exempt from VAT, so their final purchase price will be reduced by the according amount. Please note that customers from outside the EU might be subject to local and import taxes upon delivery of their purchase. This depends on your country's tax regulations and tax exempt amount. All parcels we ship outside of the EU are carefully labeled with a CN22 customs form and declaration of content (usually gothic clothing) and value.

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Availability

Stock

At The Black Angel we strive to keep all clothing and accessories in stock at all time. 80% of the items our gothic shop stocks are available for shipping within 48 hours. We receive weekly deliveries from our main suppliers to guarantee fast restocking and keep waiting to a minimum. We are able to send most orders within 1-2 weeks, which places us among the fastest online shops for gothic clothing.

Customized designs & sizes

Our shop stocks clothing by the best brands in gothic fashion, all the leading brands and labels from the European goth scene. We do not manufacture, and can therefore not offer any customization or made to measure items.

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Shipping

General information

The Black Angel makes every effort to ensure a prompt shipping of your order. In-stock gothic clothing and jewelry is usually dispatched within 2 work days. Please note that orders placed through our online shop on Fridays will usually not be able to ship the same day. Order preparation and dispatch will be delayed by two days of weekend, during which our offices are closed. Orders that include out-of-stock items will be processed as soon as possible, usually within 2 weeks. We receive new weekly deliveries from our main suppliers to make sure waiting time is kept to a minimum.

All shipping options our shop offers require a signature on delivery to confirm receipt of your order. In case of your absence during first delivery attempt, most transport company will leave a notice for you: either to pick up the parcel at the nearest parcel shop; or to inform you when a second delivery attempt will be made.

Having your order delivered to your workplace or an alternate address is possible, but might make additional security verification necessary. Proof of identity might be required (if requested by our payment processor RBS Worldpay) to confirm you are the authorized cardholder. This can be easily done by sending us a copy of a utilities bill or a copy of your ID.

How long will delivery take?

Parcels within the EU can be shipped either per postal mail or per DHL. Delivery per postal mail usually takes between 3 and 7 days, delivery per DHL usually takes less than 3 days. Parcels in overseas are either shipped per priority postal airmail or per DHL Express. Postal mail deliveries to overseas usually take between 2 and 3 weeks, but this time can be subject to strong variations and are tied to current customs practices of the country of destination. These possible delays are unfortunately beyond our control and can not be anticipated. Fortunately this is not a common issue and rarely happens. DHL Express delivery is usually 2-3 days for overseas parcels.

Undeliverable parcels

It occasionally happens that a parcel can't be delivered, and is returned to us. If this occurs, we will send your gothic clothing and accessories again, at our expense. We will only do so once, after the parcel has returned to us, and after verification of your address as well as possible causes for the return. It takes at least 4 weeks before a parcel is returned to us, and before we can send it again, we therefore recommend making sure all shipping details are correct, to avoid unnecessary waiting. The most common causes for undeliverable parcels are:

  • Delivery notification was lost - All our parcels require a signature upon delivery. If the courier tries to deliver the parcel while nobody is home, we will leave a pickup / delivery notice in your mailbox. However it happens that this notice is lost, stuck among unwanted ads and ends up in the trash without being seen by the recipient of the parcel. We therefore recommend to contact your local post office or parcel shop if you still have not received your gothic clothing three weeks after we have sent the parcel.
  • Incorrect address - Incorrect our outdated addresses can cause the parcel to become “undeliverable”. It will typically stay at your local post office for approximately 4 weeks before being returned to us, if it remains unclaimed. It will then take at least another two weeks before it is returned to us, and before we can send it to you again. So please take care to double-check your shipping details to avoid any possible issues. Managing and updating your address can be easily done by logging in to your account.
  • Carrier does not deliver to address - The U.S. Postal Service (USPS) delivers to almost all areas of the USA. Some remote areas are however too difficult to reach, and USPS might refuse delivery there. If you have previously experienced deliveries problems with USPS, we recommend using a PO Box instead if available. For all other customers, we recommend not using PO Boxes, because you will need to sign for the parcel upon delivery. So unless you enjoy driving to your nearest parcel shop to pick up your brand new gothic clothing and jewelry, delivery to your doorstep is the better solution.
  • Other address problems - We carefully label all parcels with quality and resistant labels, yet it can still happen that a label is damaged and rendered illegible during shipping. This can make delivery impossible, in which case the parcel will be returned to us, and we will send it again. In buildings with a concierge, it can happen that the parcel is delivered to the front desk, and the concierge forgets to inform the recipient that a delivery has arrived.

Undeliverable parcels - how to avoid it

The most important step is to double-check your shipping address prior to completing your purchase. Make sure it is correct, no typos, no spelling mistakes, no missing information. Once your order has shipped: if it has not arrived after 4 weeks, please inquire with your local post office using the tracking number provided in your order details (you might have to log in to your account). Usually it is just a minor issue that keeps your parcel from being delivered, and contacting your local post office will solve it. Our gothic shops's support team will of course be glad to assist you too. But contacting your local post office usually yields the best and fastest results, which is why we recommend doing that first.

Restricted goods

Government restrictions on certain types of goods can prevent delivery of your order. We sell gothic clothing and accessories, which should usually not cause any problems. We are currently not aware of any country banning the style of clothes we sell in our shop. Still, if there are restrictions in place in your country, offending items may be confiscated by customs upon inspection of your parcel. We assume no responsibility when this happens, customers have the duty to contact the customs service of their country in case of doubt and request information from them prior to making their purchase. So in case of doubt, please contact your nearest customs office.

APO/FPO : note about military addresses

APO/FPO addresses are considered to be US territory, so you need to select USA as shipping destination, not your real location. The military mail service will handle the forwarding for you. Please note that DHL and other courier services will not deliver to military addresses, so only regular postal mail shipping is possible.

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Return & exchange policy

Requirements

  • you may return any purchase for a full refund within 30 days after delivery;
  • you must notify us per email of your intention to return or exchange part of your purchase;
  • returns must be in absolutely brand new and mint condition;
  • gothic clothing must be unworn (except for size-trying purposes);
  • original price tags and labels are required.

How to return items?

Please send your return / exchange parcel to this address:

 

Supernova Cult S.A.R.L.

17 Kinnikshaff

L-8838 Wahl

Luxembourg

 

Send the return or exchange parcel back to us freight paid, with the transport company of your choice (airmail only, no container boat shipping). We recommend using a carrier that provides you with insurance and tracking, customers are responsible and liable for the safe return of exchange goods back to our offices. You may use our packaging and box to send the items back provided the box is in sufficiently good condition to arrive with us undamaged.

Customer from outside the EU: you must also make sure the parcel is correctly labeled as a return or exchange both on the outside and inside of the box. Any import taxes or customs fees that will be invoiced to us upon entry of the parcel on EU territory are at the return sender's expense. We therefore recommend using our returns form (included with your order) AND special purpose stickers available from the carrier you have chosen to send the return back to us. In absence of such stickers, using a sharpie and writing “Return / Exchange” in bold, black letters on the outside of the box is the next best solution.

Follow-up

Once we have received the gothic clothing or jewelry back in mint condition, we will either send you the replacement item / size you requested, or a full refund for the item value. Shipping costs or custom fees / taxes are not refunded. Replacement items or exchange sizes are sent back to you free of charge (once only).

Note: to prevent abuse, we reserve the right to issue refunds for returns of three or more items in the form of a store credit, or to charge a 15% restocking fee. The decision to enforce this policy will be determined on a case-by-case basis.

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Cancellations

You can cancel your order anytime prior to shipping. Once we have shipped your gothic clothing or jewelry, your order can not be canceled, you will need to return your purchase to us first. We will not refund any shipping costs, so returning unwanted items to us is at your expense.

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Damaged or missing items

Damaged / Missing items upon delivery

When you receive your purchase, please inspect the parcel for visible damages, holes or other deterioration that might have damaged the clothing or jewelry inside. Please check the parcel before accepting or signing for it. If the box or packaging looks damaged, please request to inspect the content in presence of the courier delivering the parcel. Once you have signed for the parcel, you have accepted the content as is and any damages occurred during transport can not be refunded or exchanged.

Faulty goods

We work with the best gothic clothing brands in Europe, which are renowned for the quality of their designs. We also do sample quality control on a regular basis. Regardless of all precautions we take, it still can happen that an item we ship does not meet our quality standards. If you received clothes or accessories which you think are faulty, please notify us right away, we will find a solution together with you and do our best to replace the faulty goods .

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Security

The Black Angel is dedicated to providing you with a safe and secure shopping experience. Our online shop is built with reliable and proven technology, and we have entrusted the security of payment processing to the leading companies in e-business. Credit card processing is done by RBS Worldpay, worldwide leader in secure transactions. Our hosting and SSL is done by Bluehost, one of the leading US hosting companies. Our gothic shop relies on tried and tested procedures and state-of-art technology to ensure that you get the best possible security for shopping online. In our shop, you only have to worry about which gothic clothing to chose, nothing else.

To read more about our secure shopping commitment - click here.

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Privacy

Our pledge to you

Supernova Cult S.A.R.L. respects your privacy. To guarantee best protection for your privacy we provide a detailed privacy policy explaining our online information practices: what information is collected and how? Or what choices can you make about the way your information is collected and used? This privacy policy applies to the gothic clothing shop The Black Angel web site, located at www.the-black-angel.com. We have conveniently summed up the essentials:

Supernova Cult S.A.R.L. will:

  • NOT sell, rent, or lease your personal information;
  • NOT keep you on our mailing lists if you have requested to be removed;
  • NOT share your information with any trading partners.


Supernova Cult S.A.R.L. will:

  • Treat your privacy very seriously and will adhere to this Privacy Policy;
  • Promote this Privacy Policy internally so all employees abide by it;
  • Keep this Privacy Policy accurate.


Supernova Cult S.A.R.L. is one of the leading retail companies in rock and gothic inspired fashion and has been serving worldwide customers for almost 10 years. We offer a great combination of quality clothing, vast choice, friendly service and fair pricing.

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