FAQ
Here are some commonly asked questions that you may have about your order!
ORDER-RELATED FAQ:
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)! Black Salt is a very small business and canceling orders hurts small businesses!
Q: When will my order ship?
Domestic (US) orders of in-stock items 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 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, face masks, 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 and 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 is not 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.
Q: My tracking says "Arriving Late" - where is it?!
Black Salt does not have a crystal ball that can locate the whereabouts of your package (unfortunately!) We only know and can see is what the tracking says on USPS's site.
"Arriving Late" on your tracking is totally normal during COVID-19 unfortunately. The post office is extremely understaffed and overwhelmed with packages. It's like Christmastime volume every day, and the Postmaster General has not approved overtime, so many packages are delayed in transit. We ship USA orders Priority Shipping, and in normal non pandemic times, these arrive in 2-3 business days; however, USPS is saying to add several days or even more onto that due to delays. Some packages are taking weeks to arrive just a few states away. This is all completely out of our control.
We highly recommend heading to this link https://www.usps.com/help/missing-mail.htm and completing a HELP REQUEST FORM. This notifies USPS of the late package and they can help track it down. Customers must fill out this form themselves as USPS will be contacting the recipient of the package for more info/details. But you can email info@shopblacksalt.com if you have any questions while filling the form out (ie, what kind of package it was, our address, etc).
If after 7 days of filing out a Help Request Form on USPS's site, you can submit a Missing Mail Request through them https://www.usps.com/help/missing-mail.htm. Again, customers must do this themselves as USPS will be contacting the recipient of the package for more info/details.
GENERAL FAQs
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). Black Salt's business hours are 9AM Eastern - 5PM Eastern Monday thru Friday. Any emails submitted after these hours will be answered the following business day. (Ie, if you send an email on a Saturday night, Black Salt will respond Monday)
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.
Q: What does a restock notification entail?
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. 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 can sign up for another restock notification.
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: 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.
PRODUCT-RELATED FAQ:
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? 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, Dippin' Daisy, 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
