Frequently Asked Questions

Before you email us, check out our detailed FAQ section as your question may already be answered! 

Order-Related FAQs

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)! 

If you accidentally ordered the wrong size and need to update your order to a different size and your order has yet to ship, contact us ASAP via email at info@shopblacksalt.com (no Instagram DMs). Please note that once an order has been shipped, no adjustments can be made.

If the size you require is shown as sold out on our site, we are unable to make any adjustments to the order. We are unable to adjust any orders to different styles or different products. Please note that any emails sent after 5PM Eastern Monday thru Friday may not be responded to until the following business day.

Check your spam folder! If you still didn't receive one, chances are your email address was misspelled at order submission in all the excitement. Please email us at info@shopblacksalt.com (No Instagram DMs) to let us know you didn't receive a confirmation.  We can fix the email address error and resend confirmation to the correct email! 

We do not offer refunds, but we do accept exchanges for store credit on full-priced merchandise within 14 days of original delivery date.  Sale/discounted items, all vintage, & all accessories are final sale.

Please see our full exchange policy for all details before making a purchase.

All items purchased at a sale price or with a discount code of 30% or more, as well as all full price accessories, 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 before buying so we can assist.

All customer emails are answered within 1 business day (24 hours).  Ex: if you email us at 7PM Eastern on a Tuesday, you will receive a response sometime Wednesday. Black Salt's business hours are 9AM Eastern - 5PM Eastern Monday thru Friday.  We do not respond to emails on the weekends or holidays or at 11PM at night (we're asleep!)

Please also keep in mind that Black Salt is run completely by one person!

If you haven't heard back within 2 business days and used our contact form on the web site, you may have entered your email address incorrectly. If that happens, we get a bounceback email and cannot respond to your question. Send again and make sure your email address is entered correctly. You can always contact us directly at info@shopblacksalt.com. 

Also, make sure you didn't email info@blacksalt.com. It happens a lot! That is an entirely unrelated company in the United Kingdom.

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! We make mistakes sometimes.

Please note if a special sale discount code has expired, we cannot extend it. If you received a 10% discount code via email, the discount code is only good for 48 hours. We cannot extend these discount codes.

Forget you had a store credit/gift card to use? Oops! If a store credit hasn't been used within 1 or 2 years, it often updates to expired in our system. Just email us at info@shopblacksalt.com and we'll look into it and extend the store credit expiration date if necessary.

*note: this does not apply to sale discount codes which have a specified end date. We cannot extend sales discount codes after a sale has ended.

Shipping FAQs

All orders ship within 1-3 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.

USA customers typically receive their orders within 2-3 business days after their order has shipped. Of course, during COVID-19, please allow a few extra days for delivery.

International delivery times vary by country, but most often packages are delivered within 7 - 20 business days. However, due to packages often getting held up in customs and delays caused by COVID-19, which is out of our control, packages can take up to or longer than 30 days to arrive. Please take this into consideration when ordering.

All USA orders are shipped via USPS Priority Mail and include tracking.

International shipping includes tracking to most countries; however, full tracking is not guaranteed. Tracking to some countries stops updating once it leaves the United States. Countries like the U.K, Canada, Australia, France, and Japan typically have full tracking.

If your order has not yet shipped, please email us ASAP so we can get that fixed in the system before it ships out! Do not send an Instagram DM as we typically only check those 2x a day.

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!

In most cases, your package will show up the following day or two. 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.

Some tracking on international orders stops updating once it has left the United States. Not to worry - your package is still on the way; USPS just isn't able to track the order anymore. This is out of our control.

Please note that we cannot see any more information than what's shown on the tracking page. (Unfortunately we don't have a magic crystal ball!) However, if you have any questions, contact us at info@shopblacksalt.com & we'll try to assist!

Oftentimes, you can track your order via your country's own postal service by going to their web site and entering in your tracking number there. Your own country's postal service often shows more details than what USPS's web site shows.

All orders ship directly from us in Louisville, KY, USA

At this time, we do not offer local pick-up or same day delivery. However, if you live in Louisville, KY, orders are typically delivered within 1 business day of shipping.

If your country does not show up in the dropdown at checkout, chances are we are currently unable to ship there, either due to COVID-related restrictions, or we've had issues in the past with lost/missing orders from that country and cannot take the risk of shipping there at this time.

Sometimes, we've just never had a request to ship an order to a certain country. You can always email us at info@shopblacksalt.com to see if we can ship to your country.

The cost of international shipping covers postage only.  All customs duties, taxes, or fees are the sole responsibility of the customer.   

Black Salt is required by law to accurately declare the value of all international orders on customs forms.  We will not mark the value of an item lower as it is against the law.  

Sometimes customs delays do occur.  The amount and types of duties, as well as other customs information, can be obtained by contacting a local post office.​  We have no control over the fees you may need to pay to collect your item.  Please take into consideration you may have to pay customs fees when ordering internationally. 

Black Salt strongly advises against customers using a freight forwarding service. If you choose to have your package shipped to a Freight Forwarding Service, you are doing so at your own risk. Freight forwarding services often come with massive delays, missing packages, and high levels of fraud.

We claim no responsibility for these packages once accepted by USPS. If your package goes missing or is delayed, we cannot assist and you will have to direct all questions to the freight-forwarding service you used.

We will not refund or reship any packages shipped to a freight-forwarding service.

If we see a customer has placed an order using a Freight Forwarding Service, please note that we may cancel the order to avoid the headache of a lost package for both the customer and Black Salt.

General FAQs

Black Salt is based in Louisville, KY, USA

Black Salt is an online-only boutique. We had a location in Louisville from 2011-2015 but closed to focus on the growing online shop. :) 

Follow us on Instagram @shopblacksalt for all the latest updates, sneak peeks of new arrivals, sales announcements, and all other fun stuff!

We currently do not send out an email newsletter so Instagram is the best way to get updates.

Email is always the best form of contact for us and the quickest way to receive a response: Info@shopblacksalt.com

Please do not send order-related questions or exchange/return inquiries through Instagram DM as they are difficult to keep track of there, and we typically only check our DMs once or twice daily Monday - Friday.

General questions that are not time-sensitive can be sent via Instagram DM (but email is preferred!)

NOTE: make sure when you email us, you email info@shopblacksalt.com. Some customers have accidentally emailed info@blacksalt.com. This is an entirely different, unrelated company in the UK. We will not see these emails.

Sorry, Black Salt does not collaborate with influencers nor lend out clothing to photographers for shoots. If you love something, support a one-woman-run business and make a purchase!

Product-Related FAQs

All the items carried in the 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 we stock carry size XS - L or XL/XXL, or pants sizes 24 - 32 (waist size in inches). We 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 at info@shopblacksalt.com and we'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. 

The brands Daydreamer, Gumball Poodle, & I'm With The Band ethically make all their items right here in the United States.

Below are our international-based brands' ethical and sustainable policies:

♡ 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

♡ B.O.G Collective provide safe working conditions for all people employed & strive to provide the best sustainable and recycled materials, resource efficiencies, & transparent supplier relationships. They are committed to offering sustainable materials, including recycled polyester, BCI cotton, sustainable viscose, & water based polyurethane fabrics. For more, see here: https://bandofgypsies.com/pages/sustainability-report

♡ Glamorous's Ethical Sourcing Policy: Glamorous recognizes its obligation to ensure that products are produced in an ethical manner.

♡ 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

♡ 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

♡ 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

♡ 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

The majority of the items we stock in our shop are limited edition and aren't available for restocks. Once it's gone, it's gone!

Occasionally we get an item back in stock from a return. Some other products are often available for us to restock. Signing up for a restock email will notify you if/when a product comes back in the size you selected.

On many product pages, you'll see icons that note if a product is USA Made, Sustainable, Ethical, Organic, Recycled, and/or Handmade/Handknit.

♡ If a product is noted as made in the USA, of course, that means the item is made right here in the United States.

♡ If a product is noted as a sustainable product, it means that sustainable practices are practiced in the production of the product. It may also include freight practices, (offsetting carbon footprints), packaging (using biodegradable/recycled materials).

♡ If a product is noted as ethical, it means that the product was produced in an ethical matter, in ethical factories, with livable wages for those involved.

♡ If a product is noted as organic, it means it was created with partial or 100% organic cotton.

♡ If a product is noted as recycled, it means the product was created with partial or 100% recycled materials.

Still need help? Send us a note.

Contact Us