What is your returns policy?
We do not offer refunds for change of mind. We will happily provide a store credit for all eligible returns, which can be used to purchase any item online. You can find our full returns policy here.
Where do I send my return?
Please log in to your Customer Account to initiate a return. Once approved, we will email you our head office shipping address and a returns form. Please note that all online returns must be sent to our head office; we do not accept online returns at our Paddington boutique.
Can I exchange an item?
While we process returns as store credit, we are happy to help you secure a different size. If you wish to exchange, please email info@theblackandwhite.store once you have submitted your return request. If available, we will put the item aside for you until your return is processed.
How do I access my store credit?
You will receive an email notification as soon as your account has been credited. When you are ready to shop, simply log in to your account. Your store credit will automatically appear as a payment option on the checkout page under the 'Delivery and Payment' section.
How long are gift vouchers and credit notes valid for?
Gift vouchers and credit notes are valid for 3 years from the date of issue. We want you to take your time finding a piece you truly love.
Can credit notes and gift vouchers be used in-store?
Gift vouchers can be used both online and in-store. However, online store credit is valid for online purchases only. Please note that gift vouchers and credit notes are non-refundable and not redeemable for cash.
How do I know when my order has been shipped?
As soon as your order is on its way, you will receive a shipping confirmation email with your tracking number.
Can I pick up my items in-store?
Yes. At checkout, please select ‘Pick up’ to collect your items from our boutique free of charge. You can find more information about Click & Collect here.
Are all of your styles available online?
Not always. If you have seen a style on our Instagram or in-store that is not appearing online, please contact info@theblackandwhite.store and we will do our best to assist you.
Need further assistance? Our online team is available Monday to Friday, 10:00 am – 4:30 pm AEST (excluding weekends and public holidays). Please allow up to 2 business days for a response. info@theblackandwhite.store