Frequently Asked Questions

VICTORIA UPDATES


Due to Stage 4 restrictions, a selection of Black Pepper Victorian stores and Outlets have been temporarily closed until further notice. Our online store remains open and continues to fulfil orders during this time.


Due to Stage 4 restrictions, a selection of Black Pepper Victorian stores and Outlets have temporarily closed until further notice.
Our online store remains open and continues to fulfil orders during this time. You can shop the Outlet collection here.


During the current Stage 4 restrictions in Victoria, Black Pepper Victorian stores and Outlets are currently closed. You may return your online purchase, even if there is nothing wrong with the garment/item, by posting it back to our online store. You can find further information about our returns and exchanges policy here.


Our support staff are available to assist with any queries you may have. They are available 8.30AM - 4.45PM, Monday to Friday. We are experiencing a greater amount of calls than usual, so we encourage you to be patient when calling or on live chat. You can email us at info@blackpepper.com.au or call 1800 001 399.


Australia Post is currently experiencing significant delays across the postal service, due to massive demand and worforce constraints

It is estimated that deliveries within and into Victoria could take between 13-17 business days to reach destination, according to the latest reports.

Please note that any lodgements made in other States destined for Victoria may be held in those States for up to 3 business days to allow Victoria to work through the present demand. 


STORES


Due to Stage 4 restrictions, a selection of Black Pepper Victorian stores and Outlets have been temporarily closed until further notice. Most Black Pepper stores and Outlets are still open across the remainder of Australia! Please visit our store opening hours page for more information here.


The health and safety of our team, customers and the community is our top priority. We have taken several precautionary measures to ensure that our stores are safe and hygienic for your shopping experience. Hand sanitiser will be readily available for customers and team members and social distancing will be practiced. Our store will be cleaned regularly, we will be only allowing a limited number of customers in store at a time and accepting contactless card payments.


Yes, online purchases can be returned or exchanged in any of our stores that are open. Please ensure you bring proof of your purchase with you.


ONLINE SHOPPING


We offer free standard shipping on all AU online orders over $100. We have a 30 day online refund policy for change of mind returns.
For orders under $100 a $8.00 delivery fee will be charged.


Online returns will follow our normal returns policy. Returned items must be in new, unworn condition, with all the garment tags and where applicable hygiene stickers still attached. Unless faulty: All jewellery, headwear and accessories are non-returnable. For faulty goods, your rights under Australian Consumer Law apply. Due to the COVID-19 situation, returns must be quarantined for 7 days upon arrival. Due to this, please allow approximately 10 business days for your refund to be processed once the return has been received. You will receive an email confirmation once the refund has been processed.


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.


We may be able to amend your address if your order has not been dispatched. If you would like to change your delivery address, please contact customer service as soon as possible and we will do our best to change this for you. If your order has already been dispatched, unfortunately we are unable to change the delivery address.


You sure can! 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.


Yes, All outlet purchases can be returned in the same manner as all purchsaes.


DELIVERY


Whilst we are doing our best to pick and pack your order right away, given the current circumstances, your order may take longer than usual to be shipped. Please allow up to 5 working days for us to have your order sent. Given the pressure on all logistics carriers with increased demand of online shopping, and border control that has been implemented in some states, we are experiencing longer than expected delays in shipping and delivery. Find out more here. Please allow up to 14 days for delivery. If you do have any questions or concerns, please reach out to our customer service team from 8.30AM - 4.45PM, 5 days a week via live chat, messenger and email or via phone.


In some cases, Australia Post is experiencing delivery delays due to a high volume of parcels in their network. Once your order has been shipped, we encourage you to track it via your shipment number. You can find out more about Australia Post delivery updates here.
AUSTRALIA Standard post service: delivery within approximately 10-14 business days*. *Delivery times may vary during the covid-19 situation. For more information, please visit the Australia Post website here.
NEW ZEALAND We expect major international delivery delays due to insufficient airfreight capacity and government restrictions. We are working actively to deliver but there may still be service impacts, please expect significant delay. Please be advised signature upon delivery may not be provided during the pandemic period.


Yes, we ship internationally! NEW ZEALAND We send our parcels via Australia Post International Registered Post service. We charge a $9.95 flat rate on all New Zealand orders. We expect major international delivery delays due to insufficient airfreight capacity and government restrictions. We are working actively to deliver but there may still be service impacts, please expect significant delay. Please be advised signature upon delivery may not be provided during the pandemic period. THE REST OF THE WORLD We send our parcels via Australia Post International Registered Post service. Please allow 5-10 business days for delivery. International postage is difficult to determine at this stage with varied restrictions in different countries and situations changing daily. We charge a flat rate of $25.00 on all international orders. For any parcel shipped outside of Australia, you as the recipient will be liable for all import duties, customs, handling fees and local sales taxes levied by the country you are shipping to. Payment of these amounts will be necessary to release your order from customs upon arrival.


CUSTOMER SUPPORT


During these unprecedented times, we have increased our customer support team hours. These are 8.30AM - 4.45PM, Monday to Friday. We are experiencing a greater amount of calls than usual, so we encourage you to be patient when calling or on live chat. For online enquiries please call 1800 001 399 for Australia enquiries and 0800 808 153 for New Zealand enquiries or email info@blackpepper.com.au. Please note: Black Pepper team members have the right to suspend any phone calls or live chat conversations where inappropriate language is used.