Black Pepper

Frequently Asked Questions

How do I know if an item will fit me?

We can’t always guarantee something will fit.  If you are unsure about the sizing, please see our sizing chart.

 

Can I change my order?

Unfortunately we cannot make changes to orders once they’ve been placed, so please ensure you review all of your details before completing the checkout process.

 

 Will I be charged duties and taxes on my order?

International orders may be subject to duties and tax charges.  These charges are different for each country, so please contact your country’s local customs department if you are unsure if these apply to you.  We are not responsible for any extra charges that occur after your order has left Australia.  Your parcel may be held up in Customs at the destination until you pay the taxes owing.

 

Can I pay using cheque or Bpay?

Unfortunately we are unable to accept cheque or Bpay at this stage.

 

Can I make an online order if I don’t have a credit card?

Our online store accepts Visa, Mastercard and AMEX as payment. However, you can also pay via bank transfer through PayPal if you don't have a credit card.  You can pay using PayPal even if you don't have a PayPal account.

 

Can I place an order by phone?

You can place an order over the phone by contacting our customer care team on:

Australia enquiries: +61 1800 001 399

New Zealand enquiries: +64 0800 808 153

Please note the same payment terms and conditions apply as if you were ordering online.


How long does it take for my order to arrive?

Within Australia, delivery usually takes between 1-10 working days.  All Australian orders are sent via Australia Post E-Parcel service and a signature is required upon delivery.  Please ensure you select an address where someone is available during business hours so you can have your purchase as quickly as possible.  If for some reason the item cannot be delivered, a card will be left at your assigned delivery address and you will then be required to pick up your parcel at the designated Australia Post Office printed on the card.

 All international orders are sent via Australia Post Registered Mail and a signature is required upon delivery.  Please allow between 5-10 working days for delivery.  Your local post office will contact you when your parcel is ready for collection.

 

 How do I track an order?

Once your order is despatched you will receive an email containing a link to the Australia Post website, where the order can be tracked.

 

 What can I do if my order hasn’t arrived?

Once the order has been despatched, your tracking details will be e-mailed to you so you can track the item online.  For all international orders, please check with your local Post Office.  Your parcel may be waiting for a signature before delivery.  Alternatively, please contact our online store on info@blackpepper.com.au or call us between the hours of 8.30am and 4.30pm (AEST), Monday - Friday on +61 1800 001 399.

 

The garment I ordered doesn’t suit me, can I return it?

We understand that shopping online isn’t always easy.  You can return an online purchase within 14 days of receiving your order for a full refund (excluding postage) or an exchange.  Please refer to our Returns Policy  for more information.

Link to the Returns Authorisation Form (PDF 244kb)

 

 What if I receive a faulty item?

You can return a faulty item for an exchange or refund.  Please refer to our Returns Policy  for more information.

Link to the Returns Authorisation Form (PDF 244kb)

 

 My question is not included?

Please contact us on info@blackpepper.com.au or call us between 8.30am and 4.30pm (AEST), Monday - Friday on +61 1800 001 399 and we look forward to helping you with your question.