FAQ

Returns and Exchanges

 

How do I exchange or return items?

As long as the item meets the requirements of our Hemp Black Return and Exchange Policy, you may exchange or return by contacting us at [email protected].

 

What is the Hemp Black return policy?

Hemp Black garments in their original, unworn, and unwashed condition (with hangtags attached) may be exchanged or returned for a full refund up to 30 days following the original date of purchase - free of charge and with free shipping.* Hemp Black's Return and Exchange policy does not cover ordinary wear and tear or damage caused by improper use/accidents.

We typically process returns within 2-3 business days after delivery to our warehouse. Please note that refunds may take 5-7 business days to return to your original form of payment.

* Please note that at this time the following items are not eligible for returns or exchanges:

- fusion / FACE MASK

- fusion / FLEX GAITER

- Sale or marked down products

If you purchase from a third-party retailer, please contact them directly for information on their return policy. 

 

Orders/Order Changes

 

When will my order ship?

We will endeavour to ship all orders within 48 hours of receipt from Monday - Friday. If it’s been more than four business days since placing your order and you have yet to receive any updates, please reach out to our Customer Experience team at [email protected], or via the Chat screen at the bottom right corner of any page.

 

What do I do if my package is lost or missing?

If you’re unable to locate your package, please contact us to start an investigation with the carrier regarding your missing parcel. You can contact an agent via the Chat screen at hempblack.com.au or email us at [email protected].

 

Where can I locate my tracking number?

The shipment confirmation email that we send as soon as your order has shipped from our warehouse will not only detail the items from your order, but it will also include the tracking confirmation number to track your package.

If you cannot locate your confirmation email and you signed into your Hemp Black account before completing your purchase, your order details will show in your Hemp Black Account Profile. Once the tracking number is available, it will be listed within your order details.

Alternatively, please reach out to us as via the Chat screen or email us at [email protected]

 

I used the wrong credit card. Can I change it?

Since we do not store credit card information, we are unable to change it on your order. If you have issues with the card used for your order, please reach out to us as via the Chat screen or email us at [email protected] and we will do our best to cancel your order.

Please note that we work hard to get your order out the day after it is placed and as such, there will be times when we will be unable to cancel your order.

 

How do I make adjustments to the items in my order?

Please reach out through the Chat screen (found at the bottom right corner) or email us at [email protected] as soon as you realise your order is incorrect, and we will do our best to update it immediately.

We work hard to get orders promptly shipped, so there will be times when we cannot make changes to your order. However, there is no need to worry as we offer free returns and exchanges on most items.

 

How do I change my shipping address?

If you realise that you entered the wrong address on your order, please reach out to our Customer Experience team as soon as possible. We work hard to get orders shipped out promptly, so there will be times when we are unable to make address changes in time. In this case, we work closely with our shipping partners to attempt a reroute of your order to the correct address.

The fastest way to reach us is through the Chat screen during our business hours, however you may also email us at [email protected].

 

Shipping

 

Does Hemp Black ship outside of Australia and New Zealand?

We offer worldwide international shipping through our United States store located at hempblack.com.au.

For customers in Australia and New Zealand, please order through hempblack.com.au for local shipping and payment in Australian currency.

 

How much does shipping cost?

You will be quoted standard and express shipping options and charges at check out so that you know up front what shipping will cost. Rates and shipping times vary by location.

 

Standard (orders less than $80)

Cost: $8.95

Delivery time: 5-7 business days

 

International

Cost: $14.95

Delivery time: Varies depending on region

 

Express

Cost: $14.95

Delivery time: 2-4 business days

 

Priority

Cost: $30

Delivery time: 1-3 business days

 


Billing/Payment

 

Why isn't my coupon code working?

Please check that you entered the promo code exactly as shown, without spaces. If the problem persists, please check the coupon expiration date or you can contact us via the Chat screen in bottom right hand corner of your screen.

 

When will my payment be processed?

We will process your payment immediately after you have successfully placed your order.

 

What methods of payment do you accept?

We currently accept Visa and MasterCard.

 

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