how to log in

select the 'person' icon at the top right of our homepage.

on mobile, you'll find the same icon in the top navigation bar.

if you've ordered online before, your account is created automatically, so you're simply logging in to access it, not registering a new one.

if your only purchase with us was in-store, you'll need to have shared your email with our team at the counter for an account to exist.

if you're not sure whether that happened, just try logging in below, or reach out to us at info@theblackandwhite.store and we can check for you.

use the exact email address you used at checkout for your original purchase.

this is how we match you to your order history and any store credit on file.

if you checked out as a guest or used apple pay or shop pay, your account may be linked to a slightly different address than your usual inbox.

see "forgot your email" below if you're not sure which one to use.

you'll receive a 6-digit login code sent directly to your inbox, usually within a minute or two.

no password to remember, and nothing to set up in advance.

if it doesn't land in your main inbox straight away, check your spam or junk folder.

the automated email can sometimes be filtered there.

enter the code on our login page for instant access to your account.

each code is valid for a short window, so if it expires simply request a new one.

once you're in, you can view your full order history, start a return or exchange, and check any store credit on your account.

once logged in, your store credit balance is shown on your account dashboard.

no need to search for it or ask us to check.

using it at checkout

as long as you're logged in with the email your credit is linked to, your balance is applied automatically at checkout.

no code needed.

online vs in-store credit

credit issued for an online return is valid for online purchases only.

credit issued for an in-store return can be used both online and in-store.

for in-person purchases, simply share your email or phone number with our team at the counter.

note that in-store credit will only appear on your account if you shared your email with us at the time of purchase, if you didn't, please contact us to have it added.

how long it lasts

store credit is valid for 3 years from the date it's issued, so there's no rush to use it.

see our returns guide for how credit is calculated from a return.

i didn't receive my login code

please check your spam or junk folder first.

make sure you're using the exact email address used at checkout, small typos or a different address will mean the code goes elsewhere.

if it still hasn't arrived after a few minutes, reach out to us at info@theblackandwhite.store and we'll help track it down.

do i need a password?

no, our portal uses a secure, password-less login system based on a one-time code sent to your inbox each time.

this keeps your account private and accessible only via your verified email.

there's nothing to remember or reset.

can i change my email address?

to update the email linked to your account, please contact our team directly.

we'll need to verify your identity before merging any order history across to the new address.

include your name and a recent order number when you reach out.

why can't i see my previous orders?

this almost always comes down to which email you're logged in with.

make sure you're using the same address for those specific purchases.

if you've ordered with more than one email over time, each will show a separate account and separate order history.

for in-store purchases, an order will only appear under your account if you shared your email with our team at the time of purchase.

how do i start a return?

once logged in, select the order you'd like to return from your account and follow the prompts to submit your request.

our team will review it and send an approval email with next steps.

see our full step-by-step returns guide for more detail.

which email did i use?

if you're unsure which address is linked to your account, search your inbox for your original order confirmation email.

whichever address received that confirmation is the one you'll need to log in and receive your 6-digit code.

using social logins

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 usual, primary contact email.

this is one of the most common reasons a login code doesn't seem to arrive.

still having trouble?

if you're unable to access any of your previous email addresses, or nothing above has worked, reach out to us at info@theblackandwhite.store.

include your full name, a contact number, and any order numbers you have on hand.

this helps us locate and verify your account as quickly as possible.

support

our online team is available business days from 10am to 4:30pm aest (sydney, australia), monday to friday.

please allow up to 2 business days for an email response.