FAQ

     
What is your returns policy?
At this stage we do not offer a refund for change of mind in-store or online. We will happily provide a store credit which you can use to exchange your item. Please be aware online store credit are NOT able to be processed or used in our Paddington store. 
      
 
Are all of your styles available online?
No - If you have seen a style on our IG that is not online & you'd like to purchase please contact info@theblackandwhite.store
      
  
How do I know when my order has been shipped?
As soon as we send out your order you will receive an email with your tracking number. 
      
I have just purchased item(s) but the money hasn't come out of my account?
Please wait for our team to send you an order confirmation. As soon as confirmation has been sent, your choice of payment will be charged prior to shipment. 
     
Where do I send my return to?
Email info@theblackandwhite.store and we will send you the return address and returns form within 3 days hours of receiving your order. 
ALL returns must be sent to our head office and we DO NOT accept any online returns in our Paddington store.  Please note we do not offer refunds for change of mind.
     
How do I access my store credit?
You will receive an email notification as soon as your account has been credited. When you’re ready to checkout, make sure you login so your store credit will automatically appear as a payment option on the Checkout Page, under the 'Delivery and Payment' section.
      
How long are gift vouchers and credit notes valid for?
Gift vouchers are valid for 12 months from the issue date. Credit notes are valid up to 6 months from the issue date.
   
Can credit notes and gift vouchers be used in-store?
Sorry, online credit notes and gift vouchers can only be used online. Please note that gift vouchers and credit notes are non-refundable and are not redeemable for cash. 
       
Can I pick up my items in-store?
Yes. At checkout please select ‘pick up’ to pick up your items free of charge. 
 
 
If you have any questions or need further assistance relating to any online purchase, please contact us via info@theblackandwhite.store
Please allow emails to be responded within 24 hours. 
Our online team is available business days from 10 - 5 AST Monday to Friday.
(Please note: our office is closed on weekends and public holidays)
 
 
 

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