blackmilkclothing

Our Customer Experience and Social Media teams generally work between 7am&#x2013;3pm AEST Monday to Friday.&#xA0;
We don&#x2019;t have anyone monitoring emails over the weekends or on public holidays, but we usually have someone checking our social channels on a Saturday morning if you have any urgent questions.&#xA0;

Our Customer Experience and Social Media teams generally work between 7am–3pm AEST Monday to Friday. We don’t have anyone monitoring emails over the weekends or on public holidays, but we usually have someone checking our social channels on a Saturda

What are your customer service contact hours?

About BlackMilk

Contact us

How do I place an order?

I am having trouble placing an order - help!

Are the items in my cart held for a certain period of time?

I’m trying to place an order

Will I receive an order confirmation?

What does the 'processing' order status mean?

How long is the order processing time?

I didn’t receive a confirmation email, did my order go through?

I've placed my order

How do I make changes to my order?

Can I cancel part of my order?

How do I cancel an entire order?

Can I split my current order so the items ship separately?

Can I combine multiple orders so they ship in the same parcel?

My order has shipped, can I still change my delivery address?

Can I update the shipping method of my order?

Can I fast track my order?

Can I make changes to my order?

Why is my order still processing?

How can I track my order?

Why hasn't my tracking updated?

Where is my order?

I received a faulty item, what should I do?

I'm missing an item from my order?

I received a different item to what I ordered, what do I do?

Issue with an item

Can I pay in a different currency?

What payment types do you accept?

Can I store my credit card info for faster payment?

Is your website secure?

I am having trouble completing checkout with my credit/debit card

Do you offer layby?

I have a gift card that was issued on the old website

Payment

Returns For First Time Purchases: Terms & Conditions

Do you ever offer any promotions or sales?

I signed up for the Newsletter, but I didn't receive an email with the 10% discount code – help!

How long do I have to use the 10% discount code I received after signing up to the Newsletter?

What’s the difference between a sale, a promotion?

Can sales and 'seconds' items be returned?

Can promotional items be returned?

Do you have any discount codes?

Help – the discount code isn't applying during checkout!

Promotions and sales

What is Afterpay?

Do you have plans to offer Afterpay for international customers?

Can I return items purchased with Afterpay?

Do I pay more if I use Afterpay?

Is there a minimum or maximum Afterpay order value?

AfterPay

Can I purchase a gift card at the same time as other items?

Do you sell gift cards?

Can the expiry date be extended on my gift card?

How do I use a gift card?

How much will my Customs fees be if I use a gift card?

Help – my gift card isn't applying!

How do I check the balance of a gift voucher?

How do I check the expiry date of my gift voucher?

I have lost my gift voucher information, how can I retrieve it?

Gift Cards

What kind of packaging do you use?

How should I dispose of the packaging?

Packaging

Orders

Where are your orders shipped from?

When will I receive my tracking information?

Will my parcel be tracked?

My parcel tracking says my parcel is ‘awaiting collection’ - where do I collect it?

My tracking says 'delivered' but I haven't received my order?

Will my order be safe dropped?

What happens if I'm not home to accept my order?

My parcel has been returned to sender – help!

My International Express parcel is being returned to sender – help!

Delivery information

What shipping service do you use and how long does it take? (Australia)

Australian shipping costs

Why hasn't my order been delivered yet?

How do I track a parcel within Australia?

Can I redirect an Australian Express parcel?

Do you allow order pick-ups for locals?

Can my parcel be sent to a PO Box or Australia Post Parcel Locker?

Australian delivery

Why can I only select the Express Courier delivery option?

What shipping service do you use and how long does it take? (International)

International shipping

How do I track an International Standard parcel?

How do I track an International Express parcel?

Can I redirect an International parcel?

What extra costs might I expect? Customs, duties, fees, etc

Can my parcel be sent to a PO Box or Defence Force address?

International delivery

US Tariffs & Shipping Update

I don't want to pay the custom fees for my BM parcel

Can you mark my parcel as a 'gift' or declare a lower parcel value to avoid customs charges?

International Duties and Custom fees

Changes to UK Shipping, VAT and Duties: Effective 29 August 2025

UK Orders – special update

Shipping Restriction Notice – BlackMilk x Junji Ito Collection

Why is an item not available in my location?

Countries we ship to

Do you ship to my country?

Shipping and Delivery

Do you offer exchanges?

How do I make a return?

How long do I have to return something?

Where can I find the return form?

Are there any products that aren't eligible for return?

How much does it cost to return an item?

What if I have received something I think is faulty?

Can I return multiple orders in the one return parcel?

Can I return something that was purchased with a gift voucher?

General returns questions

How do I ship back my return within Australia?

How do I ship back my return as an International customer?

What is Refundid? (AUS ONLY)

What is OmniReturns? (🇺🇸 US ONLY)

Do you allow people to drop off returns direct to BMHQ?

How do I ship back my return?

How long until my return is processed?

I used OmniReturns to return my item, how long until my return is processed? (US ONLY)

Have you received my return?

Help! The tracking for my return parcel says it has been delivered to a suburb called ‘Virginia’ not to the PO Box address.

Oops – I forgot to add a note into my return parcel, what should I do?

I've sent an item back

Once my return is processed, how quickly will I receive my refund?

Can I get a refund processed to another card?

How do refunds work with PayPal?

How does my refund work if I have used Afterpay?

My return has been processed but I haven't received my refund

The refund amount seems to be incorrect?

Refunds

How long will I have to use my store credit?

Once my return is processed, how quickly will I receive my store credit?

How does my store credit work if I have used Afterpay?

Do I have to use my store credit all at once?

Can store credit expiry dates be extended?

Store Credit

Returns

XXS–XXL and Numerical Sizing guide

How do I measure my bust/waist/hip?

Sizing calculator

I've looked at the sizing chart, but I am still not sure what size to order – help!

What does 'One Size' mean?

Some products are only available in size S and L - which size should I get?

Why are some products not available in all sizes?

Why am I different sizes in different styles?

Sizing

What are the selling conditions and what do they mean?

Do you use any animal products?

Can I send a gift card as a gift?

Product blogs

Product care guides

What is the true colour of your products?

How can I be notified when something comes back in stock?

What are the different dress/skirt lengths you offer?

Do you offer alterations?

Products

Products and sizing

How do I log in to my BM account?

Can I update an address in my BlackMilk account?

What are SMS quiet hours?

I am subscribed to SMS - why didn't I receive one when a collection/sale/promotion went live?

Why can I only see some of my past orders in my account?

How do I update the personal information in my account?

Can I remove saved payment info?

How do I update my newsletter subscription information?

I’m experiencing issues logging in. What should I do?

BlackMilk customer accounts

What is a Wishlist?

How do I add to my wishlist?

Will I be notified if something from my Wishlist comes back in stock?

Can I add items to my cart directly from the wishlist on release day?

Wishlists

Account information

Do you have a blog?

How did BlackMilk start?

Where are you based?

Meet the team

Important updates

Our environment

What we stand for on social media

Do you have a physical shop location? Is there anywhere I can go to try on BlackMilk?

What are your customer service contact hours?Updated 2 months ago