Delivery and Returns

DELIVERY

We know how hard it is to wait for shiny new gear to arrive, so we always aim to post your order as quickly as possible. Occasionally there can be delays – especially after release days, or when the Warehouse team runs out of coffee. We really appreciate your patience at these times!

If you are keen to get your order as soon as possible we recommend shipping via Express Courier where available.

Please note: If you buy a presale garment (including MTO (Made To Order), 7 DAY UNLIMITED, WEEKEND SALE), be sure to check the product description of that item for the expected shipping date!

Domestic:

All domestic orders within Australia are delivered by Express Post on the Australia Post Network. This service provides basic tracking and is free for any orders over $99 AUD, and a flat rate fee of $4.95 AUD otherwise.

Alternatively, if you live locally here in Brisbane, you are totally welcome to come to BMHQ in Banyo, say hi to the team (sugary treats are always pretty well received) and collect your order for free! We will even email you personally to let you know when your order is ready to collect. 

International:

We offer two options for all international orders outside of Australia: International Standard Shipping (Standard) and UPS (Express). These options may vary due to location and courier service availability.

International Standard Shipping generally takes 1–4 weeks* after dispatch depending on the destination. This service provides full tracking and is free for any orders over $119 AUD, and a flat rate fee of $10 AUD otherwise. Standard international shipping is only available to selected countries. Check here to find out if we can ship to your country using this service. Read the full T&C’s here.

UPS generally takes 2–5 business days after dispatch. This service provides full tracking and is automatically upgraded for any orders over $400 at no extra charge, and is a flat rate fee of $18 AUD otherwise. Check here to see the options available for your country. Read the full T&C’s here.

Please note: Customers outside Australia may be liable for any customs and import duty, quotas, permits, handling fees, product restrictions and other local requirements. These charges must be paid by the recipient of the parcel as per our Terms and Conditions.

Parcels shipped via UPS cannot be delivered to a PO Box address.

*Delivery dates are a guide only as detailed in clause 7.0

The above Delivery Policy sets out the terms and conditions of delivery of products purchased from BlackMilk Clothing Pty Ltd (ACN 87 140 574 009) (referred to as BlackMilk ClothingBlackMilkweour, or us). In addition to this Policy, all products purchased from us are subject to our Terms and Conditions of sale, which are available here.

DELIVERY PROCESS

Once your order has been shipped you will receive a shipping confirmation email! Your shipping confirmation will also contain your tracking number, so you can stalk your shiny new gear all the way to your door.

All products are packaged using protective packaging for safe arrival. If there is any damage to the package content, we may request that you provide us with a picture of the damaged products.

Just a few things you need to know...

  • Delivery times may vary due to your chosen courier’s network, and/or the time it takes to be processed through Customs (if international).
  • Please allow an additional business day for the Warehouse team to process your order if it was placed on a weekend or an Australian public holiday. Even packing ninjas need a break every now and then!
  • There may be delivery delays during peak times (e.g. Christmas, Boxing Day) and after major releases – please be patient, we promise it will be worth it!
  • Orders placed after 12pm AEST will require an additional business day to be shipped.
  • You can use your tracking number to stalk your order here for domestic/standard international, and  here for UPS.

Orders will be delivered by your nominated courier service. If you’re not present when delivery is attempted, your parcel will either be safe dropped (i.e. left in a safe location), or you will receive information from the courier service on how to collect your gear.

All domestic orders through Australia Post utilise safe drop. If you would prefer to not have your order safe dropped, please make sure you contact the BlackMilk Customer Experience Team within an hour of placing your order. Alternatively, if you contact Australia Post directly, you have until one hour before a delivery is made to request or cancel a safe drop. To learn more about safe drop or to request cancellation, visit Australia Post here.

Once your order has been shipped from our warehouse, all risk passes to you as per our Terms and Conditions. We are not responsible for any damages or loss incurred once it leaves our premises, and enters the care of the elected third party courier.

The above Delivery Policy sets out the terms and conditions of delivery of products purchased from BlackMilk Clothing Pty Ltd (ACN 87 140 574 009) (referred to as BlackMilk ClothingBlackMilkweour, or us). In addition to this Policy, all products purchased from us are subject to our Terms and Conditions of sale, which are available here.

CHANGE OF ADDRESS

Goods will be delivered to the address specified on the order. Please make sure we have the right shipping address for you, as we cannot be held responsible for an incorrect address being entered on your order. We reserve the right not to deliver an order if it is believed that the address is not secure.

You will be able to check the shipping address on the Review page while you are going through the checkout process on the site. If you notice an error after your order is finalised, please contact us immediately at hello@blackmilkclothing.com.

All tracking information for your item can be found at the elected courier’s website.

The above Delivery Policy sets out the terms and conditions of delivery of products purchased from BlackMilk Clothing Pty Ltd (ACN 87 140 574 009) (referred to as BlackMilk ClothingBlackMilkweour, or us). In addition to this Policy, all products purchased from us are subject to our Terms and Conditions of sale, which are available here.

RETURNS

Sometimes, you get your order, try on your gear, and something just ain’t right. Hey, it happens!

Whilst we don't do exchanges, BlackMilk will gladly offer a store credit or refund for items you wish to return back to our warehouse on the following conditions:

(i)  the products are received into our warehouse within:

Domestic orders – 30 days from dispatch (As detailed on shipment email)

International orders – 45 days from delivery (As documented by relevant courier)

(ii)  the products are not worn, used, washed or damaged;

(iii)  the original tags/labels/original hygiene sticker(s) are attached;

(iv)  you present proof of purchase; and

(v)  you have completed the online Return Form to authorise your return.

All returns will go through an assessment once they arrive at BMHQ, and we may refuse any returns that don’t meet the above conditions. Please see more info on this in our Terms and Conditions, available here.

Exciting news – as a part of the launch for the new BM Fit we are offering FREE* returns for any product purchased after 9 October 2018 (AEST) and returned before 31 December 2018 (AEST).
This offer is valid for both Australian and international customers – the process is just a little different depending on where you are from. Check out how to go about getting a free* return here.

Special Exceptions

There are a few products that are unable to be returned: sale items, hosiery, underwear, custom made, monogrammed, personalised, or altered products, unless the good is faulty or where otherwise required by law. All swimwear must have an original hygiene sticker attached.

Products purchased as part of a promotion are eligible for return providing the return meets the conditions of our Returns Policy and the specific promotion T&C’s.

Got Qs? Here are some As:

How long do I have to return something?

Returns must be received at BMHQ within:

Domestic orders – 30 days from the date of dispatch (as detailed on shipment email)

International orders – 45 days from the date of delivery (as documented by relevant courier)

Items can only be returned for a store credit or refund. Items cannot be exchanged.

How do I return something?

Easy peasy! Just complete the Returns Form here and send the item/s back to us at the address at the bottom of this page.

Please include a note with your name and your order number to ensure your return can be identified when it arrives.

In line with our Terms and Conditions, all postage costs for returns must be covered by you. We recommend using a trackable postage service (Australia Post Parcel Post / Express Post for domestic returns, Standard Tracked International or UPS for international returns). That way you can make sure your gear is safely on its way to us!

The products are your responsibility until they reach our office, so please ensure everything is packed securely. You may want to use a postal service that insures you for the value of the items you are posting. Unfortunately, BlackMilk cannot be responsible for lost parcels being returned.

What is ParcelPoint?

ParcelPoint is a convenient and trackable return service available to our Australian customers. It's as simple as creating a return label online and dropping off your parcel to one of the 1,500+ locations across Australia (which are open much longer hours than your local post office!). From there, our usual return process applies and we'll email you just as soon as we've processed your return! To use this service, just complete a returns form as usual and click on the ParcelPoint link on your confirmation email.

The usual Terms and Conditions apply and so all postage costs for returns must be covered by you and the products are your responsibility until they reach our office. Unfortunately, BlackMilk cannot be responsible for lost parcels being returned.

How will my money be refunded?

We will refund using your original payment method, or on gift card where appropriate at our discretion. Special conditions apply in respect of payments made using Afterpay or PayPal (as set out below).

Once your return has been processed in our system, we are unable to reverse the transaction and are therefore not able to offer the alternative method of reimbursement. Please consider if you would like a refund or store credit carefully when submitting your online return form.

How do refunds work with Afterpay?

Once we receive your return, you will be issued with a store credit or refund for the final price of the item/s. If you chose to get store credit for your return, your Afterpay instalments will continue to be taken out as usual until the order has been paid in full. 

How do refunds work with PayPal?

Refunds will be returned to your PayPal account. Something to note is that if you paid with PayPal you may be eligible to have return shipping costs reimbursed for up to $45AUD. Check out the details here to see if you qualify.

How long does it take for returns to be processed?

Once we’ve received the gear back at our warehouse, please allow 2–5 business days for your return to undergo a quality check, and for your request to be fully processed. Once we’ve dotted the Is and crossed the Ts, you will receive an email notification from the Customer Experience Team letting you know if the return has been accepted.

Anything else I need to know?

Store credits are valid for 12 months from issue.

Refunds may take up to 10 business days to appear in your account, depending on your bank.

Returns address:

ATTN: RETURNS

BlackMilk Clothing

PO BOX 2443

Fortitude Valley BC, QLD 4006

Australia

Faulty Items:

If you believe you have received a faulty item, please contact the BlackMilk Customer Experience team at hello@blackmilkclothing.com straight away to discuss your options for repair, replacement or refund. Repair, replacement or refund of faulty products are subject to our Terms and Conditions.

If you believe a good is faulty or not of acceptable quality, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by our Refund Policy or limited by a timeframe.

Australian Consumer Law

BlackMilk has outlined in this document its voluntary refund and return policies. These policies are in addition to, and do not limit your rights with respect to, the consumer guarantees or any other rights and remedies that you have under a law (including under the Australian Consumer Law) in relation to the relevant products. In Australia, rights with respect to consumer guarantees are more fully specified in our Terms and Conditions of sale. Without limiting the foregoing, this Refund Policy operates in addition to your statutory rights for returns of faulty products available at law (including as set out below and in our Terms and Conditions).

The above Returns Policy sets out the terms and conditions of return of products purchased from BlackMilk Clothing Pty Ltd (ACN 87 140 574 009) (referred to as BlackMilk ClothingBlackMilkweour, or us). In addition to this Policy, all products purchased from us are subject to our Terms and Conditions of sale, which are available here.