Customer care & FAQ

We aim to provide our customers with a positive shopping experience which includes fast dispatch times.
Please contact our customer support team ASAP for all address changes. It is preferable if you call us on 1300 880 088 between the hours of Monday-Friday 8am-4pm AEST so we can action this request quickly.
If your order is in the final stages of dispatch, your address cannot be changed. You will need to contact the courier service directly to arrange for a redirection.
Black Swallow customer support operates during business hours. Phone and email enquiries will not be responded to outside of these hours and on public holiday dates.
You will need to be identified prior to requesting an address change.
You cannot change your address to a different state, territory or country.

There is a small window for cancellation requests as Black Swallow aims to process all orders quickly and efficiently. 

Please contact our customer support team ASAP for cancellation requests instead of sending an email as cancellations are considered time sensitive. We process a large number of orders daily across multiple warehouses so once your order is in its final stages of processing, cancellations will not be possible as the goods are either due to be picked up by the courier, or it has already been picked up by the courier. 

It is preferable if you call us on 1300 880 088 between the hours of Monday-Friday 8am-4pm AEST so we can action this request quickly. Black Swallow customer support operates during business hours. Phone and email enquiries will not be responded to outside of these hours and on public holiday dates.

Black Swallow aims to make checkout easy for all.

We accept payment for debit and credit cards from most major banks, Afterpay, PayPal, ZipPay, Klarna, ApplePay, GooglePay, OpenPay, LayBuy and LatitudePay.

Please note that buy now pay later options are only available to Australian customers at the moment. For international customers, please use either a debit/credit card, or PayPal.

Once your order has been shipped, an automated email will be sent to you with the tracking number and relevant information. Your order may be split shipped from different warehouses and locations. If this is the case, you will receive multiple tracking numbers for you to track each parcel. Dispatch times can vary depending on the item and supplier.
Please note that dispatch delays are to be expected during busy sale periods. Courier delivery timeframes may also be longer than usual. Courier services across Australia are experiencing significant delays with their delivery timeframes as a result of unprecedented volumes and the impacts of COVID19.
Black Swallow and it’s partners will continue to deliver goods and services safely to customers in Australia and other countries.

If you have an account with Black Swallow, simply log into your account and click on Order History. You will be able to see your previous orders with the option to track.
If you do not have an account with Black Swallow, you can register an account to track any previous and new orders linked to the email address used to register.
Please note, you do not need an account with Black Swallow to track your order. Once your order has been shipped, an automated email will be sent to you with the tracking number and relevant information. Your order may be split shipped from different warehouses and locations. If this is the case, you will receive multiple tracking numbers for you to track each parcel. Dispatch times can vary depending on the item and supplier.
Please contact our customer support department if you require further assistance.
1300 880 088 Monday-Friday 8am-4pm AEST.
sales@blackswallow.com.au
Black Swallow customer support operates during business hours. Phone and email enquiries will not be responded to outside of these hours and on public holiday dates.

There is a small window for amendment requests as Black Swallow aims to process all orders quickly and efficiently.
Please contact our customer support team ASAP for amendment requests instead of sending an email as order changes are considered time sensitive. We process a large number of orders daily across multiple warehouses so once your order is in its final stages of processing, changes will not be possible as the goods are either due to be picked up by the courier, or it has already been picked up by the courier. It is preferable if you call us on 1300 880 088 between the hours of Monday-Friday 8am-4pm aest so we can action this request quickly. Black Swallow customer support operates during business hours. Phone and email enquiries will not be responded to outside of these hours and on public holiday dates.

https://auspost.com.au/mypost/track/#/search

Note: It may take up to 24hrs for your tracking number to become active
If you are unable to locate your tracking number, please feel free to contact our customer support team at sales@blackswallow.com.au

Black Swallow dispatches goods from multiple warehouses across Australia and overseas. Your order may not be shipped together even if you have ordered your items at the same time. Once your order has been shipped, an automated email will be sent to you with the tracking number and relevant information. If your order has been split shipped from different locations, you will receive multiple tracking numbers for you to track each package. Dispatch and delivery times can vary depending on the item, supplier and courier service used so you may not receive all your items at the same time.

Please allow 24-48 hours for some tracking numbers to become valid. In some cases, the tracking number will not be available until the package has been scanned through the sorting facility.
If your item is being dispatched from one of our warehouses located overseas, the tracking number may not be available until your parcel has been handed over to an Australian courier service to have the delivery completed.

Black Swallow will generally ship smaller parcels with Australia Post. Larger items will be delivered with other courier services such as Toll IPEC, Allied express, Couriers Please, Fastway, StarTrack, and many other courier services. Our logistics process is highly automated and the most appropriate courier service will be auto selected, suited to your location. You will not be able to choose a specific courier service for your order.

No, Black Swallow does not have a pick up option. All orders are dispatched from multiple warehouses across Australia and some items may be dispatched from overseas locations. All orders must be shipped.

Returns need to be booked in advance. Please email our customer support department with your order number, reason for return along with any supporting photographic evidence for faulty claims: sales@blackswallow.com.au 

Do not send your goods back prior to contacting our customer service team. Black Swallow has multiple warehouses across Australia and your goods need to be returned and restocked at the correct facility. Failure to follow instructions may result in your return being significantly delayed or lost. 

For further information on more specific items, warranties and policies, please visit our returns page.

Please check that you have entered the correct card details. Auto-fill may cause errors with the details being entered. If you’ve entered incorrect details too many times, our system may reject your card altogether. Secondly, check with your bank to see why your card is being declined. You can also try using a different browser or device. Our website has been optimized for the best shopping experience using Google Chrome and Safari. If you are still experiencing problems, please send a screenshot of the error to sales@blackswallow.com.au so that we can assist you further.

Sometimes we will allow the option to pre-order popular products that are in high demand, or for customized pieces that require production time. Pre-ordering means that you have secured your purchase and when the goods arrive, we will arrange for immediate delivery.

Items online that are a pre-order will be labelled clearly as a pre-order. There will be a shipping disclaimer highlighted on the product page with an ETA for dispatch. ETA is the estimated time of arrival for the shipment. Please note that this is purely an estimate, the goods could come either earlier or slightly later than the ETA. Some factors that may affect the delivery time of pre-order shipments may be external factors such as shipment delays, customs clearance, and other unforeseen circumstances. Pre-orders take priority so as soon as any pre-order goods arrive, our team will arrange for your order to be dispatched immediately.

In addition to selling our own goods and brands that we dispatch from our multiple warehouses, Black Swallow also operates as a marketplace platform. This allows third party sellers to list their goods on our website. Third party sellers are screened and abide by our standards to list. If you are purchasing an item from one of our third party sellers, the goods are shipped directly by the seller. This means that we do not control any aspect of the transaction, including the listing content, shipping and delivery of the goods. The third party sellers are responsible for the entire listing, setting the prices, product quality and delivery. If you have any questions regarding an order you’ve placed with us that contains a third party product, please send us an email: sales@blackswallow.com.au

Our Friends With Benefits program rewards customer loyalty. Simply create an account with us, earn points every time you shop, redeem points for exclusive discounts. For more information please visit:
https://www.blackswallow.com.au/pages/friends-with-benefits

Security checks may also be triggered by our system for a variety of reasons. We care for the safety of our customers so additional verification questions may need to be asked. Please respond to our phone calls or emails promptly to ensure no additional delays. Verification may be required for many reasons and at the discretion of Black Swallow.

We are based in Australia, so if you are an Australian customer you will not be charged any fees, duties or taxes.
Import duties and taxes may be payable if you are an international customer. This will depend on what country you are in, and the rules and regulations applicable to your region. It is best to contact your local customs office for accurate information applicable to you in your country.

The asterisk '*' is used to indicate certain exclusions during sale periods. You may see this on our promotional EDM’s, banners and social content.