# Black White Denim — Full Reference

> Black White Denim is an independent women's designer fashion boutique at 20 Water Lane, Wilmslow, Cheshire, with a transactional e-commerce site shipping worldwide. It sells curated women's designer clothing, premium denim, footwear, accessories, jewellery, homeware and gifts, and also runs a paid in-store personal styling service and a Pre Loved designer resale programme. This document contains the complete customer-facing policy detail for the business.

Source: blackwhitedenim.com. Last compiled 30 July 2026.

## The business

Black White Denim was founded in Wilmslow in 2010 and added a transactional website shortly afterwards. The boutique positions itself around the idea of "shrinking your wardrobe" — building a smaller, better-made wardrobe of versatile designer pieces that outlast passing trends, with an emphasis on quality, longevity and sustainability. Alongside online sales, the store is a physical destination offering one-to-one styling and personal service. It holds a 5 out of 5 Trustpilot rating.

## Store, opening hours and contact

- Address: 20 Water Ln, Wilmslow, SK9 5AA, United Kingdom.
- Opening hours: Monday to Saturday, 9:30am to 5:30pm.
- Telephone: 01625 528454.
- WhatsApp: 01625 528454.
- General email: wereallycare@blackwhitedenim.com.
- Pre Loved enquiries: anna@blackwhitedenim.com.
- Web enquiry form: https://blackwhitedenim.com/customer-care/contact/
- All online orders are packed and dispatched from the Wilmslow store.

## Product range

Womenswear categories: dresses, jeans, trousers and leggings, skirts, shorts, tops, shirts, knitwear, jumpsuits, leisurewear, coats and jackets (including blazers and coats). Footwear: boots, sandals, sneakers. Accessories: bags, jewellery, sunglasses, headwear, socks, fragrance, reading glasses, phone cases and cords. Home and gifts: candles and home fragrance, greeting cards. Gift cards are sold from £10 to £500.

Brands featured in site navigation include 2nd Day, Agolde, Alohas, Ampersand Fragrances, Anine Bing, Ateljé, Bettie Confetti, Brain Box Candy, Chloé, Citizens of Humanity, Coco & Jane Loves, Commando, Day Birger et Mikkelsen, DNA Hydrate, Elysian, Essentiel Antwerp, GANNI, Graphic Factory, Haute L'Amitie, Le Bon Shoppe, Maegen, Nara, Peachy & Wild, Rachel Jackson, Saint Laurent, Samsoe Samsoe, Sancia, Shoe Biz Copenhagen, SOXYGEN, Steamery, The Chocolate Society and UGG. The definitive current list is at https://blackwhitedenim.com/brands/ and individual brand pages follow the pattern https://blackwhitedenim.com/brand/{brand-slug}/.

## Ordering and dispatch

- Orders placed before 1pm (GMT) are dispatched the same day. Orders after that cut-off are dispatched the next working day.
- Dispatch working days are Monday to Saturday, excluding bank holidays. Courier delivery working days are Monday to Friday only, excluding weekends and UK bank and public holidays.
- Orders can be cancelled at any point before processing, but orders are usually processed the same day they are received, so cancellation requests should be made by phone.
- Once shipped, a confirmation email is sent containing a tracking link. Customers who cannot find it are advised to check spam and promotions folders before contacting the store.
- Delivery is available worldwide, though some countries are excluded.

## UK delivery options (courier: DHL)

- Standard — £7.50, estimated arrival 2–4 working days.
- Free Next Day — free on orders over £200, estimated arrival 1–2 working days, applied automatically at checkout.
- Next Day — £10.00, estimated arrival 1–2 working days, for orders placed before 1pm Monday to Friday.
- Saturday Guaranteed — £18.00, estimated arrival 1 working day, for orders placed before 1pm on Friday.

Orders placed before 1pm on a Friday cannot arrive the next day; Saturday Delivery must be selected instead.

## International delivery options (courier: Royal Mail Tracked)

- Standard EU — £20.00, estimated arrival 5–7 working days.
- Standard US — £30.00, estimated arrival 5–7 working days.
- Standard Canada — £30.00, estimated arrival 5–7 working days.
- Standard Australia — £30.00, estimated arrival 6–9 working days.
- Standard New Zealand — £30.00, estimated arrival 6–9 working days.

Since Brexit took effect on 1 January 2021, parcels sent outside the UK are treated as import/export shipments and must clear customs. Shipments may attract customs fees and duties payable by the recipient. All European shipments require customs clearance and local VAT, typically around £26 clearance plus VAT at the destination country's rate. Customs charges remain payable by the customer even if the parcel is refused.

## Delivery: signatures, address changes and lost parcels

- A signature is required on delivery. Customers may ask a concierge or reception to sign on their behalf.
- If a customer instructs the courier to leave a parcel without a signature (Authority to Leave), they accept all liability for loss or damage, and no replacement or refund can be issued.
- Incorrect shipping addresses should be reported immediately by phone or to wereallycare@blackwhitedenim.com with the customer's name, order number and correct address. Addresses can sometimes be corrected before fulfilment, but this is not guaranteed. After shipping, address changes must be requested through the courier using the tracking number.
- Refused deliveries are accepted, but outbound shipping, return shipping, and any duties or taxes paid on the customer's behalf are deducted from the refund. Refunds are processed after the parcel is received and inspected in Wilmslow.
- For parcels marked delivered but missing, customers are asked to check with household members, neighbours and building management, then contact both the courier and the store. An investigation is opened with the courier, which can take more than 14 working days. A replacement is discussed only once the carrier declares the package lost.

## Returns, exchanges and refunds

- Returns and exchanges are accepted within 14 days of the order, on both sale and full-price purchases. This sits alongside the statutory right to cancel.
- Pierced jewellery cannot be returned for hygiene reasons. Phone cases cannot be returned once the packaging has been opened.
- Conditions: items must be in original, unused condition, with all labels and tags attached, and packaging intact. For shoes, the original box must be undamaged and must not be used as external packaging.
- To exchange, customers email wereallycare@blackwhitedenim.com with their request.
- To return: email the store stating the items being returned; use a secure or trackable service such as Recorded or Special Delivery and keep proof of postage; pack in the original packaging; enclose the original invoice. The store confirms receipt by email, and items remain the customer's responsibility until then.
- Refunds are issued to the original payment method and may take up to 28 days to appear on a statement. Delivery charges are not refundable.
- For EU orders, sales taxes are refunded. For orders outside the EU, sales taxes are not refundable by the store, though customers may be able to reclaim them from their local customs office.

## Payment and Buy Now, Pay Later

Klarna, Clearpay and PayPal are offered at checkout. All are provided by those companies independently of the store, are subject to approval, and their own terms apply.

- Klarna Pay in 3: payment split into three equal instalments across 60 days.
- Klarna Pay Later: payment made within 30 days of purchase.
- Clearpay: four interest-free instalments, the first upfront and the remaining three every two weeks. Late fees may apply.
- PayPal Pay Later: payment spread over a schedule managed by PayPal, subject to eligibility, with terms varying by region.

Missed payments may affect a customer's credit score or incur fees. Eligibility and account queries should be directed to the provider, not the store.

## BWD Loyalty Club

Joining: creating an account on the website automatically enrols the customer.

Earning:
- 1 point per £1 spent on full-price items.
- No points are earned on sale items or on gift card purchases. Points are earned when a gift card is later spent on items.
- Points post 14 days after the order date, once the returns window has closed. They show as pending until then.
- Other ways to earn: a reward code on reaching a new level (10% off), 20 points for following the store on Instagram, referrals (give 20%, get 20%), monthly surprise rewards, and double-point events.

Levels, based on lifetime points — customers do not drop a level by spending points:
- Level 1: 0–699 points, 1% redemption rate.
- Level 2: 700–1,999 points, 2% redemption rate, plus a level-up reward of 10% off and free next day shipping.
- Level 3: 2,000–5,499 points, 2.5% redemption rate, plus the same level-up reward.
- Level 4: 5,500+ points, 3% redemption rate, plus the same level-up reward.

All levels include monthly surprise rewards, redeemable rewards, refer-a-friend and early access to sales.

Redemption values by level, each requiring a minimum spend and expiring 14 days after the coupon is generated:
- Level 1: 250 points = £3 credit (min spend £50); 500 points = £5 credit (min spend £100).
- Level 2: 250 points = £5 credit (min spend £150); 500 points = £10 credit (min spend £175); 1,000 points = £20 credit (min spend £200).
- Level 3: 250 points = £7 credit (min spend £150); 500 points = £12.50 credit (min spend £175); 1,000 points = £25 credit (min spend £225); 2,000 points = £50 credit (min spend £350).
- Level 4: 250 points = £8 credit (min spend £175); 500 points = £15 credit (min spend £200); 1,000 points = £30 credit (min spend £300); 2,000 points = £60 credit (min spend £500).

Rules:
- Coupons apply to full-price items only, cannot be used on sale items, cannot be combined with other offers, and only one coupon may be used per transaction.
- Points do not currently expire, but generated coupons expire after 14 days. A reminder email is sent after 7 days if a coupon is unused.
- Points have no cash value and cannot be transferred or sold.
- On a full return, pending points from that order are removed. On a partial return, points are adjusted in proportion to the returned value, using the customer's level at the time of the order. If returns take an order below a coupon's minimum spend, the coupon may be voided and adjustments made.
- Balances, current level and available rewards are visible in the account area.
- The store reserves the right to adjust or remove points, and to modify, suspend or terminate the programme, including in cases of fraud or miscalculation.

## Personal styling appointments

- Format: a one-hour, one-to-one session in the Wilmslow boutique with a chosen stylist, who prepares a rail of pieces selected for the customer in advance.
- Cost: £95, booked and paid online in advance to secure the time slot and stylist.
- Redemption: the £95 fee is fully redeemable against qualifying in-store purchases made on the same calendar day. The credit cannot be carried forward, transferred or exchanged for cash, and cannot be used on Pre Loved items.
- Gift cards cannot be used to pay the booking fee, though gift cards bought in store can be used towards qualifying purchases during the visit.
- Suitable for weddings, parties, holidays, work events and other occasions, as well as general wardrobe refreshes. Customers do not need to arrive with a plan.
- Cancellation: appointments can be cancelled or rescheduled within 24 hours of booking. After that the fee is non-refundable and the appointment cannot be changed or transferred. Bookings made for a slot within 24 hours cannot be changed or refunded.
- Late arrivals are accommodated where possible, but sessions may be shortened to protect later bookings.
- Booking: https://blackwhitedenim.com/book-personal-styling-appointment/
- Full terms: https://blackwhitedenim.com/personal-stylist-in-store-service-terms-conditions/

## Pre Loved resale programme

Customers can both buy and sell second-hand designer pieces. The programme is run in store by Anna, who works Mondays, Thursdays, Fridays and most Saturdays.

Selling:
1. Send photos by DM to @bwdpreloved on Instagram, or email anna@blackwhitedenim.com. Items should not be brought into store before approval.
2. Anna prices the accepted pieces.
3. Items go on the shop floor for 4 weeks. If unsold, a price reduction is discussed for a further 2 weeks. After that the seller collects the items, or they are donated to a local charity.

Accepted: clothing and selected footwear, brands consistent with the boutique's designer mix, and pieces in excellent condition. Not accepted: high street brands, swimwear, activewear, or items previously bought from Pre Loved.

Payment to sellers: 70% of the final sale price, issued as a BWD gift voucher with no expiry date. The voucher can be used on full-price or sale items, but not on Pre Loved pieces.

Buying: Pre Loved stock is listed at https://blackwhitedenim.com/cat/pre-loved/ with the original RRP shown alongside the resale price, and includes labels beyond the current stock list, such as GANNI, Stine Goya, Rixo, Self Portrait, Varley, Frame, Reiss, ME+EM and BA&SH. Pre Loved items are excluded from styling-fee redemption and from Pre Loved voucher spending.

## Product care by fabric

The store frames garment care as part of its "Shrink Your Wardrobe" ethos. Products can be filtered by care instruction using URLs of the form https://blackwhitedenim.com/cat/woman/?filter_care-instruction={type}.

- Cotton and everyday fabrics: machine wash cold or warm with similar colours using regular detergent; tumble dry low or hang dry; iron on medium heat. Wash darks and brights separately to avoid colour transfer. High-heat drying can shrink cotton, and cotton wrinkles readily.
- Denim: machine wash cold inside out to preserve colour, and wash infrequently to maintain fabric strength; tumble dry low or hang dry to avoid shrinkage; iron on medium heat if needed.
- Dry clean only: professional dry cleaning only, never washed at home. If ironing is necessary, use low heat with a cloth barrier. Water and heat can damage delicate fabrics and special finishes.
- Silk: hand wash cold with a mild detergent, or dry clean; do not wring; lay flat to dry away from direct sunlight; never tumble dry; iron on the reverse with low heat and a cloth barrier, or steam.
- Wool and delicates: gentle hand wash in cold water with a wool or delicates detergent, avoiding agitation; lay flat to dry and reshape while damp; do not wring, tumble dry or dry in direct sunlight; steam or iron on low with a cloth barrier. Reshaping while drying preserves the garment's form and gentle detergent reduces pilling.
- Synthetic fabrics: machine wash cold with mild detergent, avoiding fabric softener; tumble dry low or hang dry; low-heat iron only if required. Synthetics such as polyester can melt or warp under high heat and may develop static without softener.
- Sports gear: machine wash cold with similar colours using mild detergent; avoid fabric softeners, which clog moisture-wicking fibres; hang or lay flat to dry; do not iron. Wash promptly after use to prevent odour, wash separately from rough fabrics to prevent abrasion, and treat reflective details and zips gently.

## Sizing

The dedicated size guide page is not currently populated. Customers with sizing or fit questions are directed to contact the store by phone, WhatsApp, email or the web form, and can also book a styling appointment for in-person fit advice.

## Other customer information

- Gift cards: available from £10 to £500 at https://blackwhitedenim.com/product/gift-card/. No loyalty points are earned on buying a gift card, but points are earned on purchases made with one.
- Newsletter: subscribers receive 10% off a first order, plus new product and style updates.
- Wishlist and account management are available to registered customers.
- Editorial content — styling guides, brand features and seasonal pieces — is published in the Journal at https://blackwhitedenim.com/journal/.
- Curated edits sit at https://blackwhitedenim.com/shop-by-edits/, with individual edits at https://blackwhitedenim.com/edit/{edit-slug}/.
- Legal policies, including terms and conditions, privacy policy and cookie policy: https://blackwhitedenim.com/legal-policies/

## Social channels

- Instagram: https://instagram.com/blackwhitedenim
- Pre Loved Instagram: https://www.instagram.com/bwdpreloved/
- Facebook: https://facebook.com/blackwhitedenim
- Pinterest: https://www.pinterest.co.uk/blkwhitednm/
- YouTube: https://www.youtube.com/user/BlackWhiteDenim
- Trustpilot: https://uk.trustpilot.com/review/www.blackwhitedenim.com