FAQs

SHIPPING

How long will it take to get my order? 
It's coming, promise! 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 (usually within 48 hours) 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: 

Australia:

We use Australia Post Express and your shiny package should arrive in 1-3 business days once shipped. Yaaay! 

International: 
Standard International: 
This goes through Australia Post and has basic tracking. Your gear should appear in about 1 to 4 weeks after we ship it, but can take up to 6 weeks or longer due to international delay. Once it arrives into your country, you’ll also be able to track your parcel through your local postal service.

Express Courier: Costs a bit more, but hey – it's UPS'd and fully trackable. Your stuff will arrive in about 2-5 working days once shipped. UPS usually deliver between the hours of 9am-5pm and will request a signature. If you aren't available when your parcel is delivered, the delivery driver will leave a card with instructions on how to pick up.

Duties/Customs fees: Some countries may charge import duties and taxes or other random fees. UPS may also charge handling fees for processing your parcel through customs. Sorry, we have no control over this and it's your responsibility to pay for any fees. We suggest you find out what fees are applicable in your country before you order. 

Will my order be tracked? 
Yes! No matter what shipping option you go for you will receive a tracking number in your shipping confirmation email so you can stalk your new gear all the way to your front door!

PAYMENT

How can I pay? 
This website accepts Visa, Mastercard, Paypal and BlackMilk Gift Vouchers. We also have Afterpay! We can't accept any other forms of payment, sorry!

Customers who are signed in to their BlackMilk account have the ability to use previously saved credit card information for a faster checkout. This information is stored securely through trusted payment gateways (Braintree or PayPal).

To enable this feature, just make sure that you're logged into your account on our website - when you're ready to purchase your goodies, fill in your credit card details at checkout and select 'Save for later use'.

You can also remove any previously saved card details in the 'Stored payment methods' section in your BlackMilk account.

What is Afterpay?
Afterpay is a way to order your nylon goodies without needing to pay the whole amount upfront. We ship your order out as normal and you pay it off in fortnightly instalments over 6 or 8 weeks. BlackMilk Gift Vouchers are not able to be purchased using Afterpay. Please note: Afterpay is currently only available for Australian customers. READ THE FULL DETAILS!

Is it safe? 
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 256-bits (the highest level commercially available).

Can I view the prices in my local currency?

We offer our customers the option to view prices in a variety of currencies when browsing and purchasing through our site. Selectable currencies include AUD, USD, GBP, CAD, EURO and NZD. When a currency is selected, the price is shown in the chosen currency according to the most recent exchange rate. Please note that the currency conversion shown is only a guide and the actual currency conversion that will be charged by your chosen payment method may vary.

Upon checkout, all products and shipping methods will be shown in the chosen currency and customers will also see the amount ultimately charged in AUD.

BlackMilk Clothing processes all orders in Australian Dollar. So if you are located outside of Australia, you will checkout using Australian Dollars at the most current exchange rate. If you want to know the exact amount you will be charged please check with your bank before making a purchase as currency conversion rates and fees vary.


How do I use my gift voucher? 
You have a gift voucher?! Congrats! Someone loves ya. Ok, here’s how to use it:

  • Find the voucher number and PIN. Hint – it’s on the gift voucher.
  • Proceed to the checkout with your cart full of shiny things.
  • In the payment section, tick the box that "Use Gift Card to check out".
  • Enter your voucher number in the "gift code" box and your PIN into the box underneath.
  • When you choose your payment method, select 'Gift Voucher' and a space will appear for you to type in your Voucher Code!
  • Hit 'add gift card' and you're all good to go :)


How many gift vouchers can I use for my order? 
You can use a maximum of two gift vouchers per order transaction.

How much will my customs fees be? 
Good question! Since it varies for every country it’s best if you get in touch with your local customs office to find out BEFORE you purchase, just so there’s no nasty surprises and so you don’t think it’s us, it’s totally the government.
ORDERS

How do I make an order? 
Just go to blackmilkclothing.com (hint: you’re already here) and click on a product you like and is available in your size and add to cart. Then just follow the easy checkout process and soon you’ll own some BlackMilk (welcome to the club). 

I’m getting an error when I’m trying to place my order, help!? 
First and foremost... remember to breathe. Cos if you don't, you'll faint and then it'll take even longer to get your BlackMilk order, and that's no good. Secondly, check you've filled all the details out properly including your name, address and payment info. Still not working? It might be the computer system. Be patient and remember, computers are people too. Email us at hello@blackmilkclothing.com (with screenshots if possible!) and we'll see if we can track down the problem. 

How do I make changes to my order? 
Ok so here’s the deal, you have one hour from when you purchased to quickly email hello@blackmilkclothing.com with your order number and the changes you need to make. Unfortunately we can’t add products to your order, but we can change your delivery address or sizes during the 1 hour. What are you still doing here? Quick! Email them!

Can I split my current order so the items ship separately? Can I combine multiple orders? 
Unfortunately we can't split or combine orders for you as our system won't allow this. Our warehouse ninjas aim to ship your order/s asap!

How do I cancel an order? 
It’s the same deal as changing an order, you have one hour from when you made your order to email us at hello@blackmilkclothing.com to let us know you have to cancel. Why only one hour? Because after that your order slip is printed down in packing and sometimes those guys are lightning fast! 

Where is my order? 
Hasn’t it turned up yet? What a bummer. If you haven’t received a shipping confirmation email from us yet then just drop an email to hello@blackmilkclothing.com and we’ll investigate. Please remember if we’ve just had a big release we might be a little slower at getting orders out OR if you ordered an MTO, 7 DAY UNLIMITED, FUN TIMES FRIDAY or CAPPED PRESALE item the shipping deadline for those products is different. If you have received a shipping notification just consult your tracking number for the latest update on where your package of goodies are.

Can I fast track my order?
Unfortunately we can't fast track an order for you as our amazing ninja Warehouse team endeavours to pick and pack orders in the most efficient and fair way possible i.e. chronologically. If you have a big event coming up, we definitely recommend ordering with plenty of time for processing and shipping!

What about Delivery and Returns?
No worries! Read all about our delivery and returns processes and policies here:

PRODUCTS

What does Made To Order mean? 
Some of our printed products are Made to Order (MTO) so that you can nom them whenever you like, you don’t need to wait for a restock. This means that you place your order and we go and make it. This process usually takes up to 10 business days and then we ship it out to you. Note: This doesn’t mean custom measurements or prints. 

What does 7-Day Unlimited mean? 
7-Day Unlimited pieces are guaranteed to be available for a specific time period – this time, for a whole week after they have been released. That's right, if you shop 'em in that seven days, they are all yours, and we'll start making them just for you. At the end of the seven-day period, any remaining stock will become Limited. Remember to check the item's product description for the expected shipping date!
* Please note: If you buy other gear in the same order as your 7-Day Unlimited piece, your entire order will be put on hold until your 7-Day Unlimited item is ready to ship.

What is FUN TIMES FRIDAY? 
Fun Times Friday is when we bring back an item for you to nom as much as you please! It won't sell out, but! It'll only be available over the weekend. We do this so you can nom as much as you want and then we go and make it for you, this way you don’t miss out and we don’t end up overstocking. 

It says ‘Sold out – no longer available’ will you restock? 
No, sorry :( Sometimes we like to make products limited so that the people that do get them get to feel really special. But if a product says “Out of Stock – Sewing more” then you can totally sign up for a restock notification and we’ll let you know when they’re back. 

Do you sell gift vouchers? 
Sure do! You can grab them here: https://blackmilkclothing.com/gift-voucher

Why have you adjusted your pricing?
The prices on many of our staples products have not changed for a number of years. Over the past eight years the cost of manufacturing has risen and we have been absorbing these increases. We’ve recently undertaken a pricing review which has resulted in some slight pricing adjustments (both up and down).

MANUFACTURING

Where are your products made? 
We manufacture in Brisbane, Australia. Why? Because that’s where we are and we really like to stay on top and in touch with the manufacturing process. We also have a few select hosiery products that are manufactured in Italy and have a specialist underwear producer in China to manufacture our BM underwear.

BlackMilk has a longstanding commitment to ethical production and these standards apply to all BlackMilk production whether here at our factory in Brisbane or through our supply partners in China (underwear and sleepwear) or Italy (hosiery). Our underwear manufacturing partner was selected not only for their expertise, innovation and technology, but also their shared commitment and participation in initiatives and business conducts that ensure sustainable and ethical manufacturing.

Where are your fabrics from? 
We source our fabrics from all around the world! Cauz there are just some countries that really know their stuff when it comes to fabric.

SALE AND PROMO

What’s the difference between a sale and a promo?

Sale items are products that have been marked down permanently until sold out, and you can always find ‘em on the ‘Sale’ page on our site. Once you buy a Sale product, you can’t return it (unless faulty) – as per our returns policy

Promotions are temporary offers – so that might look like a particular percentage discounted from full-priced items in a single category, or sometimes just one style. This might be connected to a short-term sale, a VIP offer, or just cos we love ya and wanted to do something fun. At the end of the promo period, products will go back to their original full price.

With promo offers, we DO let you return the item if it just ain’t right. If you get it and it’s just not for you, you are eligible to return it, provided everything else meets the criteria in our Returns Policy.

*Note: some exclusions may apply – be sure to check the T&Cs of each promotion.


How do I know which is which?

It’s actually pretty simple!

A product is considered a Sale item when it is:

  • (a) marked as a sale item; and
  • (b) located on the ‘sale’ page on the website

A product is considered a Promotional price item when it is:

(a) purchased during a temporary promotion period (ie VIP Days, One Day sales, discount offers etc); or

(b) purchased using a coupon or a promotional code; and

(c) is not located on the ‘sale’ page on the website

And remember: if you’re not sure, check the current t’s and c’s or you can always check with our Customer Experience team!


What if I bought something in a previous promotion – can I return it?

These updates to our return policy take effect as of 14 February 2018, so does not apply to promotions before that date. However, all product sales during a promotion are subject to the specific terms and conditions of that promo, so always double check to be sure!


I bought something on sale, can I return it?

As per our Returns Policy, sale items are not able to be returned unless faulty.

Any full priced or promotional priced purchases may be eligible to be returned in line with our Returns Policy.


What if I have received something I think is faulty?

In line with Australia Consumer Law, if you have received an item you believe to be faulty, please contact the Customer Experience team at hello@blackmilkclothing.com to discuss your options for a repair, replacement or refund, subject to the conditions of our Returns policy.