ARE MY ITEMS RESERVED IN MY CART?
Unfortunately not! Adding an item to your cart does not reserve the stock for your final checkout. Stock is only allocated once payment has been confirmed.
If an item does happen to go out of stock by the time you reach checkout, we recommend proceeding with your payment for the remaining items in your cart. If you go back to add another item, you risk the website resetting your place in the queue.
Please note that any items in your cart prior to the sale, will be removed when the website updates on January 1 at 12pm AEST.
ONE OF MY ITEMS WAS OUT OF STOCK BY TIME I COMPLETED MY PURCHASE. CAN I RETURN THE OTHER ITEMS?
Unfortunately, if an item does happen to go out of stock by the time you reach checkout, we don't currently have the functionality to remove any additional items from your basket.
If you do try and remove an item, this will result in the website taking you back to your cart; resetting your place in the queue and putting your other items at risk as you begin the checkout process again.
In this instance, we'd recommend proceeding with your order/checkout and returning any items you no longer wish for via our returns portal.
THERE IS A QUEUE AT CHECKOUT, WHAT’S GOING ON?
There may be a chance that you experience a queue during checkout, but please do not refresh the page as this will put you right to the back. Our ecommerce platform, Shopify, is pretty good at this game. It should only be a few minutes.
I HAVEN’T RECEIVED AN ORDER CONFIRMATION EMAIL, BUT MY CARD HAS BEEN CHARGED!
If you haven't received an order confirmation email within 24 hours and were not redirected to the order confirmation screen, please check with your bank to see if the payment has gone through.
If a payment has been taken, please then contact our Customer Support team for further assistance (it may just be that in the rush of Sample Sale that you entered your email address in wrong). Insiders tip: Sending a “WTF” to our customer service team on New Years Day typically won’t get you to the front of the queue.
If you don’t receive an order confirmation email, haven't landed on the order confirmation screen and the money hasn’t been taken from your bank account, it is unlikely that your order has been received. Again, insiders tip: Sending a “WTF” to our customer service team on New Years Day typically won’t get you a quick response.
In both of the instances above we'd recommend heading back to blacksheepcycling.cc to place your order.
I’VE ENTERED THE WRONG EMAIL ADDRESS!
We understand that when you're rushing to fill your basket with a ton of Black Sheep goodies, mistakes happen, and you may have entered the wrong email address. Please contact Customer Support for assistance if this is the case. Once you have placed an order, if you have been re-directed to the order confirmation screen, rest-assured, we have received your purchase and we're getting it ready.
Feel free to take a screenshot of the order confirmation screen for peace of mind, we know how it is!
WHY HAS MY ORDER BEEN CANCELLED DURING THE PAYMENT PROCESS?
If your order has been cancelled and suspected fraudulent, don’t panic! This is an automated process when our payment security system detects that something is wrong.
It may be that the billing address that you have entered does not match the card you are using when trying to checkout, or that the CSV doesn’t match.
If your order is cancelled, please get in touch with our Customer Support Team. They’re pretty ace and have the ability to look further into the reasoning behind your order cancellation, to prevent it happening again!
CAN I CANCEL MY ORDER?
Please note that during the Sample Sale and prior to dispatch, the ability to cancel your order is not possible. If upon receiving your order, you still no longer wish for the items, it may be possible to exchange or return them according to our policies.
I’VE MADE A MISTAKE ON MY ORDER, CAN I CHANGE IT?
Unfortunately, once an order has been placed it cannot be changed. In this instance, we'd recommend proceeding with your order and returning any items you no longer want for store credit.
I PLACED MORE THAN ONE ORDER, CAN I COMBINE THEM?
If you have placed multiple orders, we are unfortunately unable to combine these or refund shipping charges. This also includes being able to amend your delivery address, add to your order, remove an item or amend sizes.
The reason for this is because it will ultimately delay the delivery of your order, and increases the risks that mistakes happen.
WHAT ARE YOUR SHIPPING PRICES?
Again, we like to keep it simple. It might be our personalities, or intelligence. All shipping prices are flat rate.
Domestic Express Australia: $9.90 AUD
International DHL Express: $19.00
WHEN WILL SHIPPING OCCUR?
During the Sample Sale please expect that there could be a small delay. Typically, we ship out all orders within 1 business day. Orders during the Sample Sale are typically dispatched within 24 to 72 hours, however during high volume periods, this could take up to 5-7 days.
Please try and not message us asking when your order will be dispatched. Please know we are working as hard as we can.
If you can avoid so, please try and not message us asking when your order will be dispatched. Please know we are working as hard as we can. We seriously appreciate your patience during this time.
MY FRIEND HAS THEIR ORDER, WHERE IS MINE?
If someone you know placed their order after you, but received their package first, please don't worry! Our dispatch team batches orders chronologically, but also according to product types. This helps streamline the dispatch process. Rest assured, your order is on it’s way, just keep your eye on your inbox.
I AM MISSING SOME ITEMS IN MY ORDER. HELP!
Due to stock availability within our warehouses, your order may be dispatched in separate packages. Do not worry! You will receive an email from our Customer Support Team to notify you, if this is the case.
CAN I RETURN ITEMS FROM THE SAMPLE SALE IF THEY ARE NOT QUITE RIGHT?
Please choose wisely! As styles usually sell out, in the instance of an exchange we are unfortunately unable to guarantee that your required size will be available post sale. In the event that your replacement size is unavailable, you will be offered a store credit minus any shipping fees (original and return).
Our returns policy is one of the best in the business. But it’s not built to take the piss.
SO WHAT DOES THIS MEAN?
Our returns policy is one of the best in the business. But it’s not built to take the piss. Most people get straight into their size, no problems. Our returns policy is designed to be a safeguard in the worst case scenario. But if you order the whole size range with the intention to just keep one, you’ll end up out of pocket with shipping. So, don’t be a knob!
HAVE QUESTIONS OR PROBLEMS? PLEASE DON'T KEEP ASKING!
We understand that you might have a few extra questions, or experience an issue during the Sample Sale. Your request will go straight to our dedicated Customer Support Team. If you don't receive an immediate response, please be reassured that we will be working round the clock to answer your messages and e-mails as quickly as possible.
Please note: To ensure that we can handle your responses as quickly as possible, please do not message Customer Support on more than one channel, and please do not send multiple messages regarding the same issue. If you do, this will move you to the back of our inbox - and you will be caught in the never ending vortex of the Sample Sale Customer Service Bermuda Triangle.
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