Frequently Asked Questions

Here are some commonly asked questions that you may have about your order! 

ORDER RELATED FAQS

Q: Can I cancel my order?

Orders cannot be canceled once they are submitted, per our Terms and Conditions customers agree to at checkout.  Black Salt starts processing orders immediately after they are placed. By using our site and submitting an order, you automatically agree to our Terms and Conditions. Please only place an order if you're sure you want to purchase the item(s)! 

 

Q: When will my order ship?

All orders ship within 3 business days of order submission.  All information on shipping can be found on our shipping page. Orders are not processed over the weekends or on holidays.

 

Q: I never received an order / shipping confirmation email 

Check your spam folder! If you still didn't receive one, chances are your email address was misspelled at order submission.  We receive a bounceback email if the email address is incorrect.  Please email us at info@shopblacksalt.com to let us know you didn't receive a confirmation.  We can fix the email address error and resend confirmation to the correct email! 

 

Q: I bought something on sale but it doesn't fit; can I return/exchange it?

All items purchased at a sale price or with a discount code of 30% or more, as well as all accessories, bodysuits (full priced and sale) and vintage items, are final sale and cannot be exchanged for store credit or returned, per our policy noted on every product page.  We do our best to list all size measurements on our site but if you have a specific question about fit/sizing/etc, please email us or use the "ask a question" feature on the product page before buying so we can assist.

 

SHIPPING FAQS

Q: I entered an incorrect/old address at checkout & it's already shipped

Once an order has shipped, we are unable to change the address on the package. If the package gets returned to us, you will be charged an additional shipping fee to reship it to the correct address, as a completely new label must be purchased. Unfortunately, if the package goes missing, you will have to contact USPS to track down the package. We are not responsible for packages shipped to an incorrect/invalid address that the customer entered at checkout. PLEASE PLEASE triple check your shipping address at checkout before hitting that submit button!

 

Q: I received a delivery notification but my package isn't here

In most cases, your package will show up within a week.  Oftentimes, USPS marks packages delivered before they are actually delivered.  Once the package has left Black Salt, USPS is responsible for your package.  We cannot be held responsible for lost or stolen packages. For orders within the USA, we do offer signature confirmation shipping at checkout. We HIGHLY recommend this to eliminate the chance of stolen/lost packages..

Visit the USPS website for instructions on how to make a claim on a missing package.

 

GENERAL FAQS

Q: I emailed a few hours ago & haven't received a response yet

Sizing, exchange inquiries, and other product-related questions will be answered within 2 business days.  Black Salt's business hours are 9AM Eastern - 5PM Eastern Monday thru Friday.  We do not respond to emails on the weekends or holidays.

If you haven't heard back within 2 business days, make sure you entered your email address correctly on our contact form.  If you made a misspelling in your email, we get a bounceback email and cannot respond to your question.  You can always contact us directly at info@shopblacksalt.com. 

 

Q: What does a restock notification mean?

On select sold out items, you can select your size from the drop-down and enter in your email to receive an email notification if and when a product is restocked in that size.  Please note the majority of the items we stock are limited edition and not available for us to reorder once they sell out. 

Please note that other people may have signed up for the same size restock notification and items can sell out fast!  Signing up for a restock notification does not guarantee you that item.  If you sign up for a restock notification and head to the product page only to find the item has sold out again, someone else unfortunately snagged it before you.  If you are still interested in the item, you can sign up for another restock notification.

 

Q: My discount code / store credit / gift card code isn't working

If the discount code you're entering does not work, it may be because the code has either has expired or does not apply to the product you're buying. If you believe this is an error, just shoot us an email at info@shopblacksalt.com and we'll look into it as soon as we can!  Please note if a special sale discount code has expired, we cannot extend it.

 

Q: Do you have a brick & mortar location I can visit in Louisville?

Black Salt is an online-only boutique. We had a location in Louisville from 2011-2014 but closed to focus on the growing online shop. :) 

 

Q: I'm a blogger/photographer & want to collab

Sorry, Black Salt does not collaborate with bloggers nor lend out clothing to photographers for shoots. If you love something, support a small business and make a purchase.

 

PRODUCT RELATED FAQS

Q: What is the sizing like? 

All the items carried in my shop are made by different brands/labels, so sizing and fabric will all differ from label to label and also vary per style.  Most of the brands I stock carry size XS - L or XL, or pants sizes 24 - 32 (waist size in inches).  I try to list measurements for each item on our site on their product pages, but if a specific size measurement isn't listed, you can always email Black Salt and I'll get that information to you as soon as possible.  Please note that a size medium in one brand may be a bit different than a size medium from other brand, so always look at measurements and compare with your own measurements for best fit. 

 

Q: Where is the clothing from? Ethical/sustainable?

Some of the brands we carry ethically make their items right here in the USA (Daydreamer, Novella Royale, I'm With The Band)

Spell brand items are imported, but as an ethical brand, they're committed to ensuring all factories they work with abide by a strict code of conduct and are socially & ethically accredited via independent certification bodies (such as WRAP, SEDEX & BSCI).  For more info, see here: https://usa.spell.co/pages/our-vision-and-commitment

Rolla's is also focusing on ethically made items in approved factories, as well as sustainability.  You can see more about Rolla's ethics here:  https://rollas.com.au/us/csr

Thrills Co. Australia focuses on a sustainable future, with sustainable fabrics, ethical factories, and uses recyclable and biodegradable materials to create as little waste as possible. See more about Thrills ethics here: https://thrills.co/pages/sustainable-future

Find Me Now is focused on sustainability and ethically made items. You can find more about their practices here: https://www.findmenowthelabel.com/pages/about-us-1

Another Girl UK is focused on sustainability and ethically made items. You can find more about their vision here: https://www.anothergirl.co.uk/about-us

Nine Lives Bazaar's products are created in an ethically certified factory and have passed all audit reports. The factory employs 80 people and has many ethical procedures in place, including great working conditions for staff and above award wages.  You can find out more about their sustainability and ethics here: https://www.ninelivesbazaar.com.au/pages/ethics