Our customer support team consists of real, friendly people dedicated to fairly assessing the product problem that you have. We are passionate about our designs, and committed to maintaining them for life, viewing our relationship with you as a lifelong partnership to keep your product functioning for as long as possible.

Please contact askme@black-blum.com with the following information:

• If the item was ordered directly via the Black+Blum website, please provide your order number.

• Add a description of the defect and details on when it was first noted.

• A photograph or video of the product which illustrates the issue.

We do not accept liability for any items returned to us without prior notification or authorisation. Please do not return products to us without contacting us first. 

We cannot accept responsibility for loss or damage in transit. Please ensure the products are sent with a tracked service.

We genuinely do our best to keep spare parts available for all products in the main countries where we sell. However, sometimes product parts are limited in colour options or do go fully out of stock and can't be replenished. If we no longer carry a spare part for a discontinued product, then hopefully we can make it up to you in another way.

We will only replace the whole product when it is not possible to repair it by replacing just the faulty part. If a part fails during normal use, we'll do our best to replace that part free of charge. In cases of damage due to accidents, misplaced parts, or where our Use & Care Guidelines have not been properly followed, we will recommend purchasing the necessary spare parts.

We are a small company, but we do sell worldwide. We hold stock in the UK, EU, and USA. For customers outside these regions, you will need to cover the postage costs for any spare parts or replacement products.

Damage caused by abuse or negligence. We treat each case on an individual basis to assess if the product has been looked after and our Use & Care guidelines that come with the product have been followed. 

Standard wear and tear. We want you to enjoy using our products as much as possible, but not all materials have the same lifespan.

• Stainless Steel - It is strong and should last a lifetime, but if it breaks/fails in normal use (and not from misuse) then we will replace that part or the whole product. However, this does not include dents, scratches, black burn marks or darkened finish if the product has been used in an oven.

• Glass - Glass can be fragile and break if not treated with care or when it is subjected to a rapid change in temperature. Should your glass item break during transit, for example it arrived broken in shipping, then we will replace or refund it. If one of our glass products breaks from dropping one of our charcoal filters into it, this will not be covered in the Lifetime Guarantee.

• Bamboo- Bamboo is strong, but can be cut with a knife and stained by certain foods. It should not break if cared for as guided in the instructions. Mold can form in overly humid conditions if it is not stored correctly, and this will not be covered by the Lifetime Guarantee.

• Plastic– Some of our products contain certain (We use a few different) types of plastic. Not all are dishwasher safe or microwave safe. If a plastic part should break in normal use (not from misuse), then we would look to replace this part. Scratches and stains on plastic that do not affect functionality are not covered. If plastic is overheated in a microwave or dishwasher, then it can warp, melt or even develop a pitted surface and this would not be covered by the Lifetime Guarantee.

• Silicone- Silicone can tear, break or fail over time from general use. It can also hold mold, dirt or stains, if not cleaned regularly. Replacing silicone parts will be treated on an individual case basis. We will guarantee them for 2 years and replace these parts should they fail from normal usage.
  
  
• Recycled PET Fabric - All our bags are made using recycled PET fabric, which is tough and hard wearing, if taken care of it should last for life. If a fault does occur through normal use, then you may make a claim and we will assess it on an individual basis.