FAQ

We offer 100% store credit for all eligible returns. For Australian customers, a flat $10 fee applies for using our prepaid return shipping label, deducted from your store credit. We do not offer refunds for change of mind. Read our full returns policy.

To be eligible for a return, items must be in their original, saleable condition: unworn, unwashed, and unaltered, with all tags still attached. Items that do not meet these requirements will be returned to the sender.

Log in to your customer account to initiate a return. Once approved, we'll email you our head office address and a returns form. All online orders must be returned to our head office. We are unable to accept online returns at our physical store location.

Log in to your customer account, find the order containing the item you'd like to return, and select it to begin your return request. Choose the item(s) you're returning, select your reason for return, and submit your request. Our team will review it and, once approved, you'll receive an email with our head office address and a returns form to include with your parcel. For a full step-by-step walkthrough, see our how to return online guide.

While returns are processed as store credit, we're happy to help secure a different size. Email info@theblackandwhite.store once your return request is submitted and, if available, we'll put the item aside for you.

Sale items purchased online are final sale and cannot be returned, exchanged, or refunded unless faulty.

As soon as your return is approved and your store credit is issued, you'll receive an email confirming the amount and letting you know it's ready to use. To spend it, simply log in to your customer account using the email address linked to your credit, then head to checkout — your balance will automatically appear as a payment option under "Delivery and Payment," ready to apply to your order. If you're having trouble logging in, our how to log in guide walks through it step by step.

E-gift cards and store credit are valid for 3 years from the date of issue.

E-gift cards can always be used both online and in-store. Store credit works a little differently depending on where it was issued:

Store credit from an online return: valid for online purchases only.

Store credit from an in-store purchase: valid both online and in-store.

To use in-store-issued credit online, log in with your email address and it will apply automatically at checkout. To use it in-store, just share the email or phone number linked to your credit with our team at the counter and we'll take care of the rest.

Please note: e-gift cards and store credit are non-refundable and cannot be redeemed for cash.

An e-gift card is a digital gift card sent straight to the recipient's email, ready to use online or in-store.

You can purchase an e-gift card directly from our website.

Enter your gift card code in the gift card or discount code field at checkout, or share the code with our team in-store.

No, e-gift cards are currently available to Australian customers only.

Select the account icon at the top right of our homepage, or go directly to your account. Enter the email address used for your original purchase and we'll send a 6-digit login code to your inbox. Enter that code on the login page for instant access, no password required.

Check your spam or junk folder first, as the automated email can sometimes be filtered there. Make sure you're using the exact email address used at checkout. If it still hasn't arrived after a few minutes, reach out to us at info@theblackandwhite.store.

No, our portal uses a secure, password-less login system. This ensures your account remains private and accessible only via your verified email.

To update the email linked to your account, please contact our team. We will need to verify your identity before merging any order history to a new address.

Please ensure you are logged in using the same email you used for those specific purchases. If you used different emails for different orders, they will appear in separate accounts.

If you're unsure which email address is linked to your account, search your inbox for your original order confirmation email. The address that received that confirmation is the one you must use to log in and receive your 6-digit access code.

Your account may be linked to the email address associated with those services rather than your primary contact email.

Reach out to us at info@theblackandwhite.store with your full name, contact information, and any order numbers you have, and we'll help locate and verify your account.

We accept American Express, Apple Pay, Google Pay, Mastercard, Shop Pay, Union Pay, Visa, and Afterpay.

Afterpay lets you split your purchase into four interest-free installments, paid every two weeks, at no extra cost when paid on time. It's available both online and in-store.

Select Afterpay as your payment method at checkout, then log in to your Afterpay account, or create one, to complete your payment plan.

Download the Afterpay app and set up your Afterpay Card from the "In-Store" tab, then add it to your phone's digital wallet. When you're ready to pay, let our team know you'd like to use Afterpay and simply tap your phone to pay with Apple Pay, Google Pay, or Samsung Pay. Your first of four payments is taken at the time of purchase, with the remaining payments every two weeks, interest-free.

No, Afterpay is only available to customers ordering from Australia.

You can enter your promo code in the discount code field at checkout, before completing payment.

Once an order is placed we are unable to make changes or cancellations, as orders are processed quickly for fast dispatch.

Check your spam or junk folder first, as automated emails are sometimes filtered there. Make sure you used the exact email address entered at checkout. If it still hasn't arrived after a few minutes, email info@theblackandwhite.store and we'll help track it down.

Secure yours now: please allow up to 14 business days for your pre-order to arrive in-store before it's shipped or ready for collection. You're charged in full at the time of order, the same as a standard purchase.

Pre-order items are clearly labelled as "Pre-order" on the product page.

You're charged in full at the time you place your pre-order, the same as any other order.

Once your pre-order arrives in-store, it's dispatched right away. Orders that qualify for free shipping ship express, with domestic orders arriving within 1-3 business days. Other shipping options and international timeframes are calculated at checkout.

Yes. Once your pre-order arrives in-store, it's ready for pickup at our Paddington store within 24 hours.

Once placed, pre-orders can't be cancelled or changed, in line with our standard order policy.

Pre-order items are eligible for easy returns within 7 days of delivery, for 100% store credit. Learn more on our returns policy page.

As soon as your order is on its way, you will receive a shipping confirmation email with your tracking number.

Yes. Your shipping confirmation email includes a tracking number and link. You can click through to follow your delivery once it's on its way.

Orders placed before 12pm AEST, Monday to Friday, are dispatched the same business day, subject to stock availability. Orders placed after 12pm, or over the weekend, are processed the next business day.

Express shipping within Australia typically takes 1-3 business days from dispatch. Express shipping to the US typically takes 3-6 business days from dispatch.* Customers in Western Australia should select express shipping to avoid potential delays.

We offer free express shipping over $139 AUD on all Australian orders, and free express shipping (duties included) for US orders over USD$250.

*Delivery can take up to 12 business days in some cases.

Yes. All international orders are dispatched via AusPost International Express, with delivery typically taking up to 12 business days from Australia.

Import duties, taxes, and customs fees may be applied by your destination country's government on arrival and are the responsibility of the recipient, except for US orders over USD$250, where duties are included as part of our free express shipping offer. Customs and import tax rules vary by country and change periodically. Several major markets, including the United States, currently apply duties regardless of order value rather than only above a set threshold. We recommend checking your country's current import requirements before ordering, as we are not responsible for customs delays or charges applied by your local border authority.

Yes. At checkout, select "Pick up" to collect your items from our boutique free of charge. See our Click & Collect category below for full details.

1. Select your desired style and size via the size drop-down on the product page.
2. At checkout, select "Pick up" as your preferred delivery method. If your order contains several pieces, pick-up is only available if all items are available for pick-up.
3. Once your order is placed, you'll receive an email letting you know it's been received and when it will be ready to collect — usually within a day (as per trading hours).
4. Head to our store to collect your order. Don't forget to bring your collection email.

If you haven't received an order confirmation email within 2-3 hours, please email our online customer care team. If you haven't received a pick-up confirmation within 24 hours (dependent on trading hours), please contact our in-store team.

Yes. You're welcome to nominate a friend or family member to collect your pieces for you, provided you notify us in advance.

Contact us via email or phone at least two hours prior to collection with your order number and the full name of the person collecting. For security, we can only release orders to the person named in your authorisation.

A copy of the order confirmation (this can be shown digitally on a mobile device), and valid photo ID so we can verify their identity against the name provided in your notification.

No. There is no delivery fee or minimum spend required for a Click & Collect order.

Most styles are available for Click & Collect if showing as available from our Paddington store underneath the product.

All Click & Collect orders are subject to availability. If an item is unavailable, a store team member will contact you to confirm whether part or all of your order is affected, and we'll process a refund to your original payment method for those items.

Yes, all orders placed via our pick-up service follow our existing returns policy.

Check our size guide for detailed measurements across all our products.

Not always. If you've seen a style on our Instagram or in-store that isn't listed online, contact info@theblackandwhite.store and we'll do our best to help.

Yes, select styles and limited releases are only available in our Paddington boutique and are not listed online. Browse our in-store exclusives collection to see current pieces, or visit us in person. Our VIP customers are notified by email when new in-store exclusives arrive.

Sometimes. Check our back in stock collection, or sign up to be notified on the product page.

Sign up with your email at the bottom of our homepage to join the club and get first access to drops, exclusive offers, and in-store exclusives. VIP status is based on what you purchase with us.

Select cold water and a delicate or gentle setting on your washer, and wait until you have a full load to reduce water waste. Check the label and choose a plant-based detergent free from fragrance, optical brighteners, chlorine, and phosphates, all of which are harmful to you and the environment. Skip the dryer and lay flat to dry.

Fill a sink with cold water and add a tablespoon of delicate soap. Choose a plant-based detergent free from fragrance, optical brighteners, chlorine, and phosphates, all of which are harmful to you and the environment. Place your item into the water and gently swirl it around for a few minutes.

Drain and refill the sink with clean, cold water, then rinse your garment by swishing it around once more. Gently press it to remove excess water, being careful not to wring or twist, as this can distort its shape.

Reshape the garment on a dry towel, then roll up the towel, pressing as you go, to help extract the water still left in the garment. Finally, reshape the garment once more and lay it flat on a drying rack or fresh towel to air dry.

A lot of fabrics can be steamed or ironed on a low setting, but we recommend testing a small area first on the least visible part of the garment. Use a dry iron on low for anything structured, like a blazer or jacket, and avoid steaming these as it may affect the shape. A pressing cloth or pillow case can also be used to protect the garment while ironing. If a fabric is shiny, has embellishments, or is marked dry clean, do not iron it.

Email info@theblackandwhite.store. Please allow up to 2 business days for a response. Our team is available Monday to Friday, 10am-4:30pm AEST (Sydney, Australia), excluding weekends and public holidays.

For wholesale or stockist inquiries, please email info@theblackandwhite.store and our team will get back to you.