CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?
Unfortunately, once you've placed your order, it is not possible to amend any details, as we will have already started processing your order!
If you are unhappy with your purchase once it arrives, you're welcome to email our customer care team who will then advise you on how to return it for a refund or gift voucher. Please refer to our returns policy for more information.
HOW DO I RETURN AN ITEM?
To return your garment, please visit our returns page and lodge your return online.
CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?
We are unable to process exchanges however if you would like another size or style, you are able to re-purchase the garment online and then lodge your unwanted item for a return.
DO YOU RESTOCK?
We do try and keep a good level of stock at all times however, some products will sell out quickly. If your size is unavailable in a particular style, we suggest emailing us at firstname.lastname@example.org with the details and we will add you to the wait list. You will be notified when the new stock arrives.
HOW DO I USE A PROMOTIONAL CODE?
Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!
Please note, only one promotion/discount code is redeemable per order.
WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our we will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at email@example.com.
HOW LONG DO I HAVE TO RETURN AN ITEM?
We offer a refund for items that are full price and returned to us within 14 days after you have received your order. We will offer a gift voucher for items that are full price and returned to us within 30 days after you have received your order.
HOW LONG IS DELIVERY?
All of our orders are shipped with DHL. Once your parcel has left our HQ, it will arrive to you in approximately 1-3 business days. Delivery will take an extra day to Western Australia and South Australia.
International orders will take between 3-5 days.
WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?
We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, for Australian orders, DHL will leave a card with details on how to re arrange delivery.
For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.
HOW DO I TRACK MY ORDER?
You will receive an email with a tracking number once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email from Black Arrow as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by emailing firstname.lastname@example.org to receive your tracking number.
To track your order, please go to http://www.dhl.com.au/en/express/tracking.html
WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our warehouse they are then property of DHL. Black Arrow is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at email@example.com.
HOW CAN I PAY FOR MY ONLINE PURCHASES?
You can pay by VISA, MASTERCARD or PAYPAL.
WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?
You can email us at firstname.lastname@example.org.
HOW DO I KNOW WHAT SIZE I AM?
Please refer to our size guide on each individual product page, this will provide the models measurements and a size conversion chart.
If you need more help, we are happy to answer all questions on sizing and fit! Simply email email@example.com.
If you are unsure of a garments care label, please contact us to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. An alternative to this would be to cold hand wash or spot clean if possible. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.
WEAR AND TEAR
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.
OWNERSHIP AND RISK
Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.
NEED ANY FURTHER HELP?
We are always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first Black Arrow garment.
We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us or chat with us via Messenger.