Customer care & FAQ

popular questions

  • Help! I need to change my address

    If you’ve placed an order and you require an address change, please call our customer support team on (02) 9826 8990, PRONTO! We can only change your address if your order hasn’t been packed yet.

  • How do I contact Black Swallow?

    You can reach us either by phone, email, or live chat.
    Our phone number is (02) 98268990 and our email address is sales@blackswallow.com.au
    Our operating hours are Monday to Friday 8am-4pm AEST. Phone calls and emails will not be answered outside of these hours.
    Please refrain from sending multiple emails as the system may mark them as spam.

  • Is Black Swallow a store?

    Black Swallow operates online only. We do not have any physical stores so all orders need to be placed online for us to ship.

  • When will my order be shipped? *patiently waiting*

    Our warehouse warriors work Monday-Friday 8am-3pm AEST. If your order is placed during these hours, you can expect same day dispatch. If your order is placed after 3pm AEST, it will be shipped the following day. Please expect dispatch delays during big sale periods and holiday seasons and new product launches. We may need to perform additional security checks if you’ve triggered our credit card security system. Please respond to our phone calls or emails promptly to ensure no additional delays. 

    If you’ve placed an order from one of our third party sellers, dispatch may take 1-3 business days. 

    If you’ve ordered a pre-order product, the dispatch times will be listed on the product page.

  • How do I track my order?

    Once your order has been shipped, you will receive an automated email with tracking information. If you have not received a confirmation or tracking email, you may have either provided the incorrect email address, or the automated emails have gone to your spam mail.
    Copy and paste your tracking number into the link below:


    https://auspost.com.au/mypost/track/#/search


    Note: It may take up to 24hrs for your tracking number to become active
    If you are unable to locate your tracking number, please feel free to contact our customer support team at sales@blackswallow.com.au

  • How do I return something?

    Please contact our customer support team for return information. Send an email with your order number to sales@blackswallow.com.au 

    Returns must be received within 14 days for Australian customers, and 21 days for international customers. Please note that we do not accept the return of cosmetics and hair care products for hygiene reasons. 

    Swimwear must be returned in original condition, unworn, unwashed, all tags and hygiene strips attached, free of makeup and tan.

  • What payment options are available?

    Black Swallow aims to make checkout easy for all.

    We accept payment for debit and credit cards from most major banks, Afterpay, PayPal, ZipPay, Klarna, ApplePay, GooglePay, OpenPay, LayBuy and LatitudePay. 

    Please note that buy now pay later options are only available to Australian customers at the moment. For international customers, please use either a debit/credit card, or PayPal.

  • Why isn’t my payment processing?

    Please check that you have entered the correct card details. Auto-fill may cause some errors with the details being entered. Secondly, check with your bank to see if your card is being declined. 

    You can also try using a different browser or device. Our website has been optimized for the best shopping experience using Google Chrome and Safari. 

    If you are still experiencing problems, please send a screenshot of the error to sales@blackswallow.com.au so that we can assist you further.

  • What is a pre-order?

    Sometimes we will allow the option to pre-order popular products so that those who are keen, won’t miss out. Pre-ordering means that you have secured your purchase and when the shipment arrives, we will arrange for immediate delivery.
    Items online that are a pre-order will be labelled clearly as a pre-order. There will be a shipping disclaimer highlighted on the product page with an ETA for dispatch. ETA is the estimated time of arrival for the shipment. Please note that this is purely an estimate, the shipment could come either earlier or slightly later than the ETA. Some factors that may affect the delivery time of pre-order shipments may be external factors such as shipment delays, customs clearance, and other unforeseen circumstances. Pre-orders take priority so as soon as any pre-order shipment arrives, our team will arrange for your order to be dispatched immediately.

  • Third party sellers

    In addition to selling our own goods and brands that we stock in house, Black Swallow also operates as a marketplace platform. This allows third party sellers to list their goods on our website. Third party sellers are screened and abide by our standards to list. If you are purchasing an item from one of our third party sellers, the goods are shipped directly by the seller. This means that we do not control any aspect of the transaction, including the listing content, shipping and delivery of the goods. The third party sellers are responsible for the entire listing, setting the prices, product quality and delivery. If you have any questions regarding an order you’ve placed with us that contains a third party product, please send us an email: sales@blackswallow.com.au But how do I know if I’ve purchased a product from marketplace? Easy! Whenever you’re shopping, just take a look under the add to cart and pay now buttons. If the item comes from a third party, it will be labelled clearly.

  • What is a security check?

    Security checks may also be triggered by our system for a variety of reasons. We care for the safety of our customers so additional verification questions may need to be asked. Please respond to our phone calls or emails promptly to ensure no additional delays. Verification may be required for many reasons and at the discretion of Black Swallow.

  • Will I be charged for duties and taxes?

    We are based in Australia, so if you are an Australian customer you will not be charged any fees, duties or taxes.
    Import duties and taxes may be payable if you are an international customer. This will depend on what country you are in, and the rules and regulations applicable to your region. It is best to contact your local customs office for accurate information applicable to you in your country.

  • What does the asterisk (*) represent during a sitewide sale?

    The asterisk '*' is used to indicate certain exclusions during sale periods. You may see this on our promotional EDM’s, banners and social content.

  • Friends with Benefits- rewards program

    If you’ve been a loyal Black Swallow customer since 2020, you’ve automatically been added to our rewards program! Yassss.
    It’s super simple- spend more, earn more, level up and let us reward you! You’ll get freebies and discount codes. Winning!

  • The Spill- our blog

    Keep up to date with the latest goss! We show you all the beauty world tips and tricks, viral hacks, and to be honest- it’s just a damn good read. Black Swallow authors like to keep it real, they are loud, bright, vibrant and proud. We showcase a variety of authors that promote gender equality, body positivity, bringing love and light to the LGBTQI+ community and we’re just out here trying to make the world a better place.
    Check out our blog by tapping on The Spill tab.

  • How do I work for you guys?

    At Black Swallow, we are always on the lookout for the next warehouse warrior, customer-friendly guru, social butterfly, or super artistic content creator. Please check our careers section for the listings of all available positions. Please feel free to also send your resume and cover letter to careers@blackswallow.com.au

  • How do I get on your PR list?

    Please send your social handles to pr@blackswallow.com.au for consideration.

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