FREQUENTLY ASKED QUESTIONS
CANCELLATIONS AND ORDER AMENDMENTS
Can I change or modify my order?
Unfortunately we are unable to make any changes to online orders after they’ve been placed. These include: amending a delivery address, adding or removing items, changing sizes or applying your loyalty rewards. Please ensure you review all of your details before completing the checkout process.
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 (https://auspost.com.au/mypost/track/#/search). Please allow 24 hours for the tracking number to activate. Australia Post will then notify you directly with updates on the progress of your order.
I’ve only received part of my order, where is the rest of it?
Sometimes we cannot source all items from one location and we need to split an order across two or more separate deliveries. You should receive a tracking notification email for each parcel that is shipped to you. You will then be able to track your parcel progress via Australia Post website https://auspost.com.au/mypost/track/#/search
Please note that items shipped separately may be delivered to you on different days and times.
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.
Orders can be tracked through Australia Post’s tracking tool using the tracking number emailed to you upon dispatch.
Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed
If your parcel is showing as delivered by Australia Post, they should have left a card in your letterbox advising you to collect your delivery from your local post office.
For international orders, please check with your local Post Office or Customs office. Your parcel might be held for a signature or tax purposes before delivery.
If you haven’t received a tracking number, a collection card and the delivery timeframe has been surpassed, please contact our customer service at email@example.com or call us between the hours of 8.30am and 4.45pm (AEST), Monday - Friday on +61 1800 001 399.
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.
How can I use my coupon code, customer rewards or gift card?
You can apply your coupon code, customer reward or gift card at your cart confirmation page.
Can I use my store bought gift card online?
Gift cards purchased in store do not work online. Please contact our customer service team on +61 1800 001 399 (Australia enquiries) or +64 0800 808 153 (New Zealand enquiries) to discuss options.
RETURNS, EXCHANGES AND FAULTY ITEMS
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 30 days from purchase for a full refund (excluding postage) or an exchange.
You have the option of returning your order to a Black Pepper store or online using the provided postage return label.
When returning an item via post, please keep a record of your tracking number as proof. We won’t be able to refund parcels that do not have proof if they become lost in the post.
Please refer to our Returns Policy for more information.
What if I receive a faulty or incorrect item?
You can return a faulty or incorrect item for an exchange or refund. Please refer to our Returns Policy for more information.
When will I receive my refund?
Given the current circumstances and work restrictions taking place at our Melbourne warehouse, all incoming parcels are being quarantined for a week once they are received.
Please allow up to 14 working days for your return to be processed. You will receive a confirmation email once your order has been refunded.
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 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.
My question is not included?
We can’t always guarantee something will fit. If you are unsure about the sizing, please see our sizing chart.
Please contact us on firstname.lastname@example.org or call us between 8.30am and 4.45pm (AEST), Monday - Friday on +61 1800 001 399 and we look forward to helping you with your question.
BLACK PEPPER VIP FAQ
How do I join the Black Pepper VIP program?
You can join by visiting any Black Pepper store or outlet. You can sign up online here. If you sign up in store you will automatically have an online account too and vice versa.
What details are required to sign up?
To provide you with a personalised shopping experience, we require your name, email, mobile, address and date of birth. This way we can let you know about our VIP only offers and confirm when your rewards are loaded so you don’t miss out on rewards.
I’ve signed up. What happens next?
Congratulations for joining the Black Pepper VIP Program!
If you have signed up in store, your $10 welcome voucher will be automatically generated for you to use on your next purchase. You can use the voucher in store or online. For online redemption, please make sure to log in to your account with the same email address provided in store.
If you have signed up online, you will also receive your $10 welcome voucher upon confirming your account. You will be able to use this both online and in stores.
I have signed up online – are you sending me my card?
We no longer generate loyalty cards. Your loyalty customer profile will automatically be added to our POS and online database. When shopping in store, please identify yourself when you’re ready to make a transaction. When shopping online, please make sure to log in to your online account.
How can I change my communication preferences online?
You can change your communication preferences in your account dashboard which can be accessed by clicking on ‘Welcome, (name)’ or ‘My Rewards’ and then into Communication Options. There you can tick or untick your preferred newsletter subscription.
I don’t know my password. How can I log in?
All existing members have an online account, even if you’ve signed up in-store.
1. Go to Log In in the top right hand corner of the website
2. Enter email address and password OR use the ‘forgot password’ function if password is unknown.
3. If you are resetting your password, you will receive an email from Black Pepper asking you to follow a link and confirm your new password. If you don’t receive an email, please make sure to check your spam folder or contact our customer service team.
I did not log in when making an online purchase. How do I attach this sale to my loyalty account?
How do I change/update my email address in my Black Pepper loyalty account?
How do I redeem a customer reward online?
You must be logged in to your online account to redeem rewards.
1. Once logged in, you’ll see any available rewards in your cart which can be applied to the order by clicking ‘Apply To Order’.
2. The reward will apply to the total balance of the order as line “Loyalty Discount” and deduct from the grand total balance.
3. If you change your mind, you can simply click ‘Remove from Order’ to remove the reward from the order.
The total value of products in the cart must be greater than the available reward balance in order to redeem the reward.
I have a gift card that says it cannot be used online, what do I do?
Our customer service team can help you out with this issue. Contact us via Live Chat, Phone, Email or Messenger and we will fix this for you as soon as possible. You may also visit one of our stores that have re-opened. To find out which stores are open, click here.
Is there a minimum spend on vouchers?
No, there isn’t a minimum spend on vouchers. However, the welcome voucher cannot be used on sale and outlet merchandise.
I haven’t received or can't find my voucher, how can I redeem it?
We recommend checking your spam folder if you can’t see the reward email in your general inbox.
In alternative you can visit your local store to redeem it or contact our customer service so that they can locate the voucher and help you apply it.
Can I use my voucher with other promotions?
Vouchers are not to be used in conjunction with other promotions and cannot be used on the outlet website.
BLACK PEPPER BIRTHDAY FAQ
How do I redeem my birthday voucher?
You will automatically receive a $20 voucher in your account in the month of your birthday, if you have shared your birthday with us.
If you do not receive a $20 birthday, please contact us at email@example.com so we can update your account.
Each Member will only receive one (1) birthday voucher in any 365 day period and a Member can only receive a birthday voucher if they have provided their complete date of birth at least one (1) month prior to your actual birth month.
Can I redeem my $20 birthday voucher on sale products?
Your $20 Birthday voucher can be redeemed on full price, promotional and/or sale merchandise.
How long is my $20 birthday voucher valid for?
Your $20 birthday voucher is valid for 6 weeks from date of issue. You can check your voucher expiry dates under the My Account section of your online account. Alternatively, email us at firstname.lastname@example.org.
BLACK PEPPER WELCOME VOUCHER
Do I receive a voucher when I sign up?
Yes. When you sign up, you will receive a Welcome voucher at the value $10 voucher to use on your second purchase with Black Pepper.
Can I use my Welcome voucher on promotional, clearance or sale items?
No, you can only spend your Welcome voucher on full price merchandise, however, there is no minimum spend.
Can I use my Welcome voucher together with other voucher or offers?
No, the Welcome voucher cannot be redeemed in conjunction with any other voucher or offer.
How long is my Welcome voucher valid for?
Your Welcome voucher is valid for 60 days from date of issue.