I'm an online shopper for the first time, is it safe out there?
Absolutely - nothing to be worried about! We have bunches of super nerdy encryption thingmos in place so that your payment is secure and your details remain 'secret squirrel'. For the techno geeks out there – we us the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
How long till I get my stuff?!? GIMMIE!
It's coming, it's coming, it's coming! We ship orders on Mondays - Fridays, during office hours only, and we don't operate on public holidays. We always aim to post your order as quickly as possible, but there might be some delays – especially after releases! Your patience is appreciated.
Once we ship your gear, it'll get there in about this long:
We use Australia Post Express or Fastway Couriers and your shiny package should arrive in 1-3 business days once shipped. Yaaay!
Standard: This goes through Australia Post and is NOT trackable. Your gear should appear in about 1 to 3 weeks after we ship it. Keep in mind if you choose this option and your package goes missing, there’s not much we can do about it and we can't be held liable.
Express: Costs a bit more, but hey – it's UPS'd and fully trackable. Your stuff will arrive in about 2-4 working days once shipped. We suggest using a work address to because they'll usually deliver between the hours of 9-5 and request an autograph. If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick up.
Duties: Some countries may charge import duties or other random fees. Sorry, we have no control over this and it's your responsibility to pay for any fees.
As soon as your order ships, you'll get an email confirmation. Make sure you check your friend/foe filters on your email so email@example.com doesn't end up in the land of spam.
I'm freaking out – where's my order?
If you haven't received a confirmation email and you really think your order might have disappeared into a Black(Milk)Hole, send us an email firstname.lastname@example.org we'll look into it. If you're just freaking out cos you're impatient though, have arancho relaxo. Funny, right?
What is the difference between Pre-Sale and Made to Order?
Pre Sale means the item is up for a set time only. When we take it offline, we make exactly what we need to fill the orders you guys made, and ship them out by a certain date :)
Made to Order means we make them as you order them! Made to Order items can take a couple of extra days to ship out, but you can order any time – unlike pre sale where you only have a set amount of time order :)
My mouse is loaded, it's hovering over the refresh button and my index finger is at the ready – where do I go to track my order?
Check your confirmation of postage email, you'll find the details in there. Don't get RSI though… it'll make it hard to look through our latest stuff.
OMG, where are those shoes from?
If I had a dollar for every time we get asked this question... I'd be a millionaire. And yes the shoes we use are amazing and are supplied by our BFFs at Solestruck.
What is your returns policy?
There are only 2 rules: your return needs to be received by us within 30 days of you receiving your gear, and your gear needs to be unwashed and unworn (tried on is totes cool!). Swimsuits must have the hygiene sticker still attached. Unfortunately we can't accept returns for any items that show signs of being worn around :(
Can I return something I bought on the US website here?
Nope. Sorry. If you bought something on the US website, you'll need to submit the return on the US website.
What return options can I choose from?
You can select either a refund for the cost of the item, or a 110% store credit.
110% store credit?
Aw yeah. If you choose a store credit for your return, we'll send you a voucher for 100% of cost of your item AND an extra 10% use on your next order. We are unable to change return methods after issuing them — For example, if you choose a store credit we are not able to change it to a return later.
What if you guys sent me a faulty item?
Uhoh, we're super sorry! We pride ourselves on quality control, because we want you to LOVE your gear – from up close, from far away, after rocking it all day.
If we sent you an item that isn't quite right, please email email@example.com and we'll do everything we can to put a smile back on your dial.
Can I return sale or museum release items if it doesn't fit or I change my mind?
Nope :( Sale and museum release items can only be returned if they are faulty.
Is there a real, live, three-dimensional Black Milk store I can submerge myself in?
Nope. Sorry, we're all '21st Century' and only spruik our wares online.
Where can I find this cool 'swap' Facebook group set up by all the fan girls?
What's up with all this stuff about meet-ups?
Oh young grasshopper, how much you have to learn. Check out the UNITE tab on our Facebook page, join your local Black Milk group and let the fun times begin.
Where's the gear designed and made?
All Black Milk stuff is designed and made on a teeny tiny island called 'Australia', you may have heard of it. Sometimes we source materials from overseas, but our courier Kangaroos make sure it all arrives safe and sound.
Sizing... what size do I get? What should I do? I'm a size X in whatever brand... but I dunno... EEEEEEKKK, help!
Well, check out our pretty easy Sizing Chart to get a good indication.
Fellow Black Milk lovers on Facebook are also pretty swift and reply if they think they're a similar size to you. If you have any specific questions, email us at firstname.lastname@example.org
Sold out? SOLD OUT? Bbbbut... wha?
Sorry, sometimes it happens. You love something a lot, but a lot of other people loved it a lot, and then it was gone. We're sorry it makes you a sad panda. If it says 'Sold Out – Not Avaialble', it means we won't have it back in the immediate future. Maybs we ran out of fabric. Maybe we just got bored of seeing it. Maybs it was just not meant to be. Sorry. BUT if it says 'Sold Out – Sewing More' you're in luck – we’re sewing more! Woohoo.
I snagged a museum sale piece but I think I want to return it… can I?
Nope. Frown face.
Can I change or cancel my order?
Made a boo boo? Quick, you can change it but you've only got 2 hours... then, chances are it's already underway. To change or cancel, email email@example.com and we'll help you out.
I'm getting an error when trying to place an order... what do I do?!?
First and foremost... remember to breathe. Cos if you don't, you'll faint and then it'll take even longer to get your Black Milk order, and that's no good.
Secondly, check you've filled all the details out properly including your name, address and payment info.
Still no worky? It might be the computer system. Be patient and remember, computers are people too. Email us at firstname.lastname@example.org and we'll see if we can track down the problem.
I just placed an order… but I want to add something else to it. Can I?
Erm... this is awkward. No. You have to place another order sorry.
Gift Vouchers: I want to give the gift of great goodness, without awkward assumptions about taste and size. Do you do gift vouchers?
Yesss! Just click on the Gift Vouchers tab at the top of our website and you can grab a gift voucher!