how to access your account
to manage your orders or initiate a return, you can access your personal customer portal directly through our website.
at the top right of our homepage, select the 'person' icon or click the link below:
enter the email address associated with your original purchase.
you will receive a 6-digit login code sent directly to your inbox.
enter this code on our login page to gain instant access to your account.
frequently asked questions
i didn’t receive my login code: please check your spam or junk folder as the automated email can sometimes be filtered there.
ensure you are using the exact email address used at checkout.
if the email still hasn't arrived after a few minutes, please reach out to us at info@theblackandwhite.store.
do i need a password? no, our portal uses a secure, password-less login system. this ensures your account remains private and accessible only via your verified email.
can i change my email address? 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.
why can't i see my previous orders? 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.
how do i start a return? once logged in, select the order you wish to return.
follow the prompts to request your return and wait for approval from our team.
which email did i use? if you are unsure which email address is linked to your account, please search your inboxes 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.
forgot your email / login issues
using social logins: please note that if you checked out using apple pay or shop pay, your account may be linked to the email address associated with those services rather than your primary contact email.
still having trouble? if you are unable to access any of your previous email addresses, please reach out to us at info@theblackandwhite.store.
provide your full name, contact information and any order numbers you have so we can help locate and verify your account.
support our online team is available business days from 10 - 4:30 pm aest (sydney, australia) monday to friday.
please allow up to 2 business days for an email response.