Assistance

We can't change any information on an existing order once it's been created (this includes the shipping address, billing information, size, item, or quantity). If you need to change your order and it hasn't shipped yet, we'll cancel it and you can place a new order.

Sales tax may be applied to all domestic orders. Tax is calculated based on the applicable sales tax and uses tax laws within each state.

Orders can only be placed through the Black Sherbert website. We do not accept orders over the phone or via social media channels.

Items Out of Stock. If the item you ordered runs out of stock after your order has been placed, we will contact you via the email provided with your order. If we don't receive a response from the customer within 7 business days, we reserve the right to refund your order in full.

Merchandise is limited to the sizes, colors, and variants listed in the store. If a size or variant does not appear online, it's currently unavailable.

Items received may differ slightly from their images represented in the store as these are digital mockups and not guaranteed to be exact.

Please note that Black Sherbert does not conduct business in/with the following countries. Orders cannot be shipped to these regions.

This list is not in any way a reflection of our opinion of the peoples of these countries but rather an indication of technical issues that prevent us from conducting business.

Please confirm your garment size carefully before ordering! We don't accept returns due to wrong size choices.

View the Sizing Guide

You may notice some discoloration, residue or a "vinegar" scent on your new garment.

Don't be alarmed!

These are not stains and will be removed after the first wash cycle. This is a sometimes result of the printing solution used during manufacturing. If you receive a product in any of these conditions, please run it through a wash cycle before reporting a problem.

All inks used are water-based and Eco-friendly. This makes each print comfortable and soft to the touch.

Please read care instructions carefully.

Can I get a different size or color than what's offered through the shop?

Unfortunately, the answer is no. It's a simple and focused motif at this point. If a size, color, or other variant doesn’t appear in the shop, it's not currently available.

Accepted Forms of Payment

When checking out, you'll be given the option to pay by bank issued credit/debit card or PayPal.

• Credit Card

We accept Visa, MasterCard, American Express and Discover via PayPal. You don't need to register or have an account with PayPal to directly use your credit card.

The order will appear as "BLACKSHRBRT" -or- "BLACKSHERBERT" on your credit card statement.

• PayPal

You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. Select PayPal during checkout and choose your method of payment. Funds are transferred immediately and securely.

Is it safe to use my credit card?

Safeguarding your privacy and confidentiality is of the utmost importance to us. Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transmitted over the Internet. We also use the latest encryption technologies to protect the security of your credit card and password information while we're processing your order.

We don't store your credit card information. Payment is taken in full at the time you place your order (see below).

Sales Tax/VAT

Sales tax (USA) or VAT (EU) is applied to all orders. The tax is calculated based on applicable sales tax and tax laws within each governing territory.

Shipping & taxes are calculated at checkout.

When you place an order in the shop, you'll be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to be naturally reversed. If the charges aren't reversed and you believe there's been a billing error, please contact us so we can help you resolve the problem.

Alternatively, if your order is declined because of a payment issue, any temporary transaction will be removed within approximately 3 business days (see below).

Declined Orders

When an order is attempted, a temporary authorization may be placed on your card. This occurs when your payment processor is testing to confirm that your credit card account is active and has credit available to accommodate the order.

This will show up as "pending" on your account but will not clear until the order has been accepted.

If your order was declined, this temporary transaction will be removed within 3 business days.

Unfortunately, we are unable change billing information, item, size or quantity on an existing order. We also cannot cancel orders after they’ve been manufactured or processed for shipment.

We require 2-7 business days to process, setup and print  your order + shipping time on top of that  (this time is required for the custom printing process and is why we don't offer expedited shipping options (too frustrating for all involved!)).

Manufacturing and packaging take place in 2 facilities located in the United States and Europe. Any territory outside of this may be considered international and possibly subject to customs and/or duties (see below).

Orders may arrive much quicker than indicated by estimates.

These are the estimated shipping delivery windows (Shipping time is not guaranteed):

USA: 7 - 14 business days
Europe: 7 - 14 business days
Canada: 7 - 20 business days
Other (International): 10 - 24 business days

Your order will be sent out on average within 3 - 4 days of ordering.

Note: All shipping times exclude Holidays.

When available, you’ll receive tracking information as soon as your package ships via the email you placed your order with. Make sure to check all inboxes (including your spam folder) if you can’t find your shipping confirmation. Please note it can sometimes take up to 3 days for your tracking link to update.

Have tracking information but it displays 'doesn’t exist' or is in ‘pre-shipment’

Please allow 24 - 48 hours for your tracking information to update on behalf of the postal carrier. If your tracking information has not updated after 48 hours, please contact us with your information and we'll assist

Tracking information states "delivered" but nothing has arrived

Occasionally postal carriers may update tracking information to delivered right before your package has actually arrived at its destination. If this happens, your package should be delivered in about 24 - 36 hours after the tracking information has updated.

If you're still unable to locate your package, it's a good idea to contact your neighbors, building receptionists, or the postal carrier to confirm the exact time and location for the delivery. You may be required to pick your package up at one of their facilities.

NOTE: Please refer to our list of excluded countries above to ensure that delivery is possible.

Customs and Duties

Depending on your country, you may be charged customs/import fees. We have no control over the application of charges, nor the number of charges to be levied.

Customs charges and fees are the sole responsibility of the purchaser. We are not responsible for any additional customs charges, import taxes, tariffs, duties or other fees once your package has left our facility. Unfortunately, there is no way we can determine what these charges will be. For more information regarding your country’s custom policies contact your local customs office.

It's recommended to include your phone number in the order when shipping internationally. This minimizes the risk of the order being lost in transit.

International Tracking

Shipments are trackable until they arrive in the destination country. If you have questions about your order you should contact your local postal service.

Often items are marked as “delivered”, but are actually being held by customs or the local parcel office. Please contact these facilities if your package hasn't arrived before contacting us as they're better equipped to assist you.

Order hasn't arrived by delivery date

Please contact your local post office. In most cases it's the quickest way to locate the shipment. If you're not able to locate the shipment in this way, please send us an email with your order number and a correct delivery address and we’ll assist you in finding the package.

Make sure you report the problem within 14 days after estimated delivery time or we'll be unable to assist.

Order is marked as delivered but hasn't arrived

We aren't responsible for shipments marked as delivered by the courier. This only applies if the tracking details state that a delivery was made to the recipient’s address.

Order never arrived

If your order didn't arrive, please let us know!

First, check your shipping confirmation and check that you had entered the correct address. If the shipping address was correct, get in touch with us making sure you quote your order number. We'll investigate and see what can be done to take care of the situation.

The Black Sherbert Shop only accepts returns and exchanges in the case of damaged or incorrect merchandise. In these cases the return must be initiated within 14 days of the original delivery date.

All items must be returned in their original condition with tags attached and must not be washed, worn, or altered in any way.

If you can confirm the above requirements, please contact us to begin the return/exchange process.

We're not responsible for any items returned to us via a non-trackable delivery method that are lost in transit.

If you've received damaged, defective, or incorrectly shipped merchandise, we'll replace or refund the merchandise without additional charge.

So we can better assist you, we ask that photographic evidence is sent to customer assistance for our records.

Photographic evidence helps us and our manufacturer to better manage any quality control issues (with photo references).

Please send us:

• a short description of the damage/error
• photos of the unsatisfactory product
• a photo of the included packing slip
• the order number

These items must be sent to us within 14 days of receiving the order

Once we receive the required materials we'll either issue you a refund or provide a replacement.

We're not responsible for any damages to any merchandise once the item has been worn, washed, or altered in any way.

There are no refunds or returns for the buyer choosing a wrong size.

If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it's possible that the garment was mislabelled. If this is the case, contact us and we'll let you know what your next steps are.

"I typed in the wrong address when making my order, can I change it?"

We're only able to modify/update the shipping address for a customer’s purchase before it has shipped. Please note that we can only change addresses to ship to the same country to which the initial order was placed.

If your order has already been shipped, we can't update the shipping address.

We can't modify or update the billing address or payment method for any customer's order after it's been placed.

If you've arranged to return an item for a refund, please allow 5 - 7 days for your item to be processed at our facility once it's been delivered. Once processed, you'll be notified via email. Refunds can take anywhere from 3 - 10 business days to appear in your bank account once they've been processed.

We encourage anyone returning a package to receive tracking information from their carrier once they ship it back to us to guarantee arrival.

Returning a part of your order will result in a refund for the returned item only. If your full order is returned, you'll be refunded for the full cost of your order.

For all shop/order related question or issues, please contact us via email:

assistance@blacksherbertmusic.com

Please be sure to include your full name, order number, and any additional information regarding your purchase so that we may better assist you.

Typically, customer service requests are responded to within 1 business day of submission.

We're unable to offer assistance via phone.

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