ISSUE WITH YOUR ORDER?
WHAT YOU NEED TO KNOW
CHANGE OF MIND
If you have changed your mind about a purchase, you can return the item back to us for a store credit. The total credit amount will be for the original purchase price minus the original shipping cost.
A 10% restocking fee will also apply. The return time frame is 14 days from the day your goods were delivered.
Returns need to be booked in advance with our customer support department.
TO BOOK A RETURN
Send an email to our customer support team with your order number and the reason for the return: email@example.com
Our support team will respond within 24 business hours with further instructions. Please note that our operating hours are Monday-Friday 8am-4pm AEDT. Enquiries will not be responded to outside of these hours.
Do not send your item back prior to contacting us. Your items must be returned to the correct warehouse for restocking. Failure to follow these instructions may result in your return being delayed or possibly lost in transit. It is important to know that the goods are your responsibility until it has been received at the return address provided by Black Swallow. We do not accept any liability for the loss or damage that may occur during transit.
For safety and hygiene reasons, the following items cannot be returned:
Cosmetics, hair care and all related beauty products
Lingerie (Bras, underwear, shapewear)
Socks and stockings
Intimate toys and accessories
Mattresses, mattress toppers, pillows and bed sheets must be returned in unopened and sealed packaging
Return costs will be covered by the customer. Black Swallow reserves the rights to make changes to this Change Of Mind Policy without notice.
If you are experiencing problems with your purchase, please contact our customer support department for return information.
If you have received damaged or faulty products, you will need to provide photo and/or video evidence within 3 days of receiving your goods. Failure to do so may result in your claim being denied.
TO LODGE A CLAIM
1. Send an email to our customer support team with your order number and a brief description of the issue. Please include photo and/or video evidence to support your claim:
2. Our support team will review the claim and respond within 24 business hours. We will assist you with the troubleshooting process and attempt to resolve the issue without the need to return the product. Please note that our operating hours are Monday-Friday 8am-4pm aest. Enquiries will not be responded to outside of these hours.
3. If the issue cannot be resolved and the product is deemed faulty, our team will provide you with further instructions to have the product returned for assessment.
4. Upon assessment of the returned product, our experts will be able to determine the best solution moving forward. You will either be contacted by phone or email.
If your item needs to be returned, we will provide a prepaid Australia Post label for the return of smaller goods.
Larger items are typically returned to us via a courier service. We will need to arrange a date and time for the item to be collected. To assist with the returns process, all returns must be sent back in original packaging. If we accept a return in packaging other than the original packaging, a minimum re-packaging fee of $50 will apply. Large bulky items will need to be disassembled and placed back into its original packaging and secured for safe transportation. You will be responsible for ensuring the product is repackaged correctly to prevent damage during transit. Return costs will be covered by the customer. You will be notified of the return costs prior.
Blackswallow.com.au is an online retail store. We do not have any physical stores for you to return your goods so it is important that you contact us to lodge a claim request.
Technological goods will need to be sent off for assessment by our experienced technicians. We aim to have all faulty goods assessed within 10 business days, however some items such as DSLR cameras, gaming consoles and drones may take up to 20 business days. You will be contacted regarding the outcome once the assessment has been completed.
REPAIR OR REPLACEMENT
We will repair your item if possible. Please note that we may require additional time to order parts needed for the repair. If necessary, we will replace the product if needed. Depending on the circumstances, you may be entitled to a replacement, repair or refund.
We will contact you to arrange for the return of repaired or replacement items.
We endeavour to have all repaired or replacement items returned to you as fast as possible. In most cases we aim for a resolution within 10 business days, however it may take up to 20 business days for tech goods such as DSLR cameras, drones and gaming consoles. Return time frames are an estimate only. If you are offered a refund, the original payment will be reversed. Faulty goods returned in exchange for a refund will become property of Black Swallow.
If you are experiencing problems with a product that is covered by manufacturer warranty, please contact our customer support department for further instructions.
MARKETPLACE PRODUCT RETURNS
Black Swallow provides a Marketplace for other retailers to list their products on blackswallow.com.au.
If you are experiencing problems with a product purchased from the Black Swallow Marketplace, please contact our customer support department for further instructions. We endeavour to work with you to have the problem resolved.
To lodge a claim, please send us an email with your order number, a brief description of the problem and include photos and/or video evidence to support your claim:
If you have purchased a clothing item that does not fit or is faulty, please contact our customer support department for further instructions:
For a faster resolution, please include your order number, brief description of the problem, along with photo and/or video evidence to support your claim.
Do not send the item back without contacting us for the correct return information and address.
All clothing returns need to be returned within 10 days of receiving the goods. Failure to return the items within the time frame may result in your claim being denied.
All clothing items must be returned in original condition, unworn, unwashed, makeup free, perfume free and with all tags attached.
Footwear must be returned in its original box with all tags and packaging intact.
Swimwear, socks and lingerie cannot be returned for hygiene reasons.
When returning items for a size exchange, the customer is responsible for the cost of return postage. A 10% restocking fee will also apply. Black Swallow does not accept any liability for the loss or damage that may occur during transit. The item remains your responsibility until it has been received at the address provided by Black Swallow. A store credit will be issued once your item has been returned and confirmed to be in original, resellable condition. Store credits can be redeemed on any products sold at blackswallow.com.au
Black Swallow reserves the rights to make changes to this Clothing Exchange Policy without notice.
NEED FURTHER ASSISTANCE?
Please feel free to get in touch with our friendly customer support team who will be able to answer any further questions you may have.