Frequently Asked Questions

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.

Our online store accepts Visa, Mastercard, AMEX, PayPal, Shop Pay, Afterpay, Google Pay and ApplePay as payment. Unfortunately we are unable to accept cheque or Bpay.

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 info@blackpepper.com.au or call us between the hours of 10.0am and 4.00pm (AEST), Monday - Friday on +61 3 9007 2218 (Australia) or +61 3 9007 2661 (New Zealand). (Excluding VIC public holidays)

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.

Gift cards purchased in store do not work online. Please contact our customer service team between the hours of 10.0am and 4.00pm (AEST), Monday - Friday on +61 3 9007 2218 (Australia) or +61 3 9007 2661 (New Zealand) to discuss options.

You can place an order over the phone by contacting our customer care team between the hours of 10.0am and 4.00pm (AEST), Monday - Friday on: +61 3 9007 2218 (Australia) or +61 3 9007 2661 (New Zealand) Please note the same payment terms and conditions apply as if you were ordering online.

Within Australia, standard delivery usually takes 2-5 business days - VIC, NSW3-6 business days - ACT, SA, TAS & QLD metro 3-10 business days - WA and most regional areas, express delivery 2-3 business days - VIC, NSW, 2-4 business days - ACT, SA, TAS & QLD metro, 3-5 business days - WA and most regional areas. New Zealand delivery usually takes 3-8 business 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 2-10 business days for delivery. Your local post office will contact you when your parcel is ready for collection.

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.

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.

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 info@blackpepper.com.au or call us between the hours of 10.00am and 4.00pm (AEST), Monday - Friday on +61 3 9007 2218 (Australia) or +61 3 9007 2661 (New Zealand) (Excluding VIC public holidays)

The item you received with no paperwork was sent from our warehouse, which operates in a paperless environment. As a result, a final invoice or receipt for dispatched item/s is sent via email from our warehousing system to the sender email address that is listed on the order.