Frequently Asked Questions
We have compiled a list of the most frequent questions customers have asked us over the past 20 years since we launched this gothic shop. We hope that our detailed answers will help you, and should you still have any questions, please feel free to contact our support team.
Who are we?
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.
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 from 2 to 6 pm CET (GMT+1) timezone.
Phone: +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.
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.
We are an old school gothic shop, which means we don’t believe in drop shipping or listing items we usually don’t have in stock. We strive to keep 80%+ of all items in stock at all times, and have frequent deliveries from all our suppliers, for fast restocking and keeping waiting times to a minimum if something should be sold out.
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.
Yes, we do!
And, you also get to shop tax free from our store – we remove the VAT tax from your total once you enter a US shipping address (or any address outside of the EU). Please note that local sales taxes might apply.
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.
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.
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 .
Our gothic shop aims to provide customers with a secure and safe shopping environment.
Supernova Cult S.A.R.L., the company which owns and runs The Black Angel (www.the-black-angel.com) has carefully selected reliable e-commerce solutions and business partners to ensure maximum security for your purchase in our shop, with special attention to secure payments.
Our security commitment
All privacy or payment relevant information is encrypted and secured through certified SSL during communication to our secure servers. We want our customers to only worry about which gothic clothing or accessories to buy, and nothing else.
Which is why our shop offers you the highest level of security available for an online commerce, relying only on industry leaders, encrypted data transmission, PCI compliance, secure hosting and more.
Credit Card
Credit card payments are processed by Worldpay, the worldwide leading company in online payments. Worldpay is a former subsidiary of the Royal Bank of Scotland Group, and offers highest security standards as well as PCI compliance.
This guarantees our customers that their payment information is handled entirely secure and confidentially and in accordance with international credit card security standards.
PayPal Verified
PayPal is a popular and worldwide alternative to credit cards, and should be familiar to most customers through eBay, where PayPal is often the preferred payment method.
PayPal offers customers a high level of security, buyer protection programs (may vary by country) and the possibility to send instant payments. PayPal also offers a litigation service for situations where buyer and seller should not be able to sort purchase related disagreements.
The Black Angel is a PayPal Verified merchant, which means our company details have been verified and validated, our companies trustworthiness has been checked and confirmed. The PayPal Verified status identifies us as an authentic and reliable merchant.
- Secure shopping
- Fast shipping
- International Delivery
- Hassle-free returns
Contact our support team