FAQ
Here are some commonly asked questions that you may have about your order!
Q: I emailed a few hours ago & haven't received a response yet:
All sizing, exchange inquiries, and other product-related questions will be answered within one business day (24 hours). I try to respond as soon as possible during business hours, but please allow extra time if an email is sent after 5PM Eastern as I am away from my studio. Please allow extra time if an email is sent over the weekend (aka non-business hours)
If you haven't heard back within one business day, 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.
If you are a blogger/photographer inquiring about a collab, sorry, I do not respond to these requests.
Q: When will my order ship?!
Domestic (US) orders typically ship within one to two business days of order submission. All non-domestic (International/Canada) orders ship within 3 business days. All information on shipping can be found on our shipping page.
Q: I submitted an order and never received an order confirmation.
Order confirmations are automatically emailed to you immediately after order submission. Check your spam folder. If you still didn't receive one, chances are your email address was misspelled at order submission. If there was a misspelling in your email address, we receive a bounceback email when the order confirmation is sent out. As there is no way for us to know what your correct email address, we can't fix the error ourselves.
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 entered in an incorrect/old address at checkout and my order has already shipped. Help!
Unfortunately, once an order has shipped, there is no way for us to edit the address or reroute a package in transit. Please please double check to make sure you're entering your current/correct address at checkout before you submit your order! We always ship to the "Ship-To" address a customer enters at checkout and are not responsible for any lost packages due to an incorrect shipping address entered at checkout. If you entered an incorrect address and your package has already shipped, we recommend either contacting the current tenants of that address or your local post office for assistance. If the package is returned to us, we will contact you and reship at customer's expense.
If you entered in an incorrect address and your package has yet to ship, contact us ASAP so we can fix the error before we ship!
Q: I bought something on sale but it doesn't fit; can I return/exchange it?
No, sorry! Per our exchange policy, noted on each product page, all items purchased at a sale price or with a discount code of 30% or more, as well as all accessories and vintage items, are final sale and cannot be exchanged for store credit/returned. 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.
Q: I sent back my exchange; when will I get my store credit/other merchandise?
Please allow 3-5 business days for processing of all exchanges after they have been delivered back to Black Salt. All info about exchanges can be found on our exchange policy page. Exchanges are not processed over the weekends or on holidays.
Q: What does a restock notification entail?
On any sold out item, 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. Signing up for a restock notification does not guarantee anything - often times we aren't able to restock items. Some items are limited edition and not available for us to reorder.
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'll have to sign up for another restock notification! Not all items or sizes are always available to be restocked, so if you never receive a notification, this is why.
Q: My discount code / store credit / gift card 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: What is your sizing like?
Black Salt carries a handful of various brands 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, or pants sizes 24 - 31 (waist size in inches). We try to list measurements for each item on our site on their product pages, but if we don't list a specific size measurement, you can always email us 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.
Q: Where is the clothing from? Is it ethically/sustainably made? Made in America?
Many of the brands we carry ethically make their items right here in the USA (Daydreamer, Novella Royale, Sugarhigh Lovestoned), however, some of our lower-price point brands such as Motel, Lucca, and Daisy Street are not made in the USA.
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
Q: I'm a blogger/photographer and want to collab.
Sorry, Black Salt does not collaborate with bloggers or lend out clothing to photographers for shoots. If you love something, support a small business and make a purchase!
Q: I'm a brand/maker and want you to carry my stufff
Thank you so much for your interest! Just email us at info@shopblacksalt.com. Please no Instagram DMs. Also please note we get a lot of requests and cannot always respond to every inquiry.
