Frequently Asked Questions

Questions About Orders

I need to cancel an order. Can I do this on my end?

If you wish to cancel an order, please contact customer service as soon as possible via email (inquiries@blackcraftcult.com) We will do our best to cancel the order before it is processed and shipped. However, if you have already received a tracking number, we unfortunately cannot make further changes to your order

Can I add or remove an item from my order? What if I forgot to add my discount code to the order?

Our software unfortunately does not allow us to edit items or adjust prices to finalized purchases. If you'd like to cancel and replace your order correctly before it is shipped, contact  BCC customer service via email

The discount/promo did not apply to my order.

If you are trying to use a code for your order, it must be applied before submitting your order. Please note that only one promo is applied per order/ per customer. Codes are not combinable with additional coupons, BOGO offers, bundles, clearance, mystery boxes or collabs. Once your order has been confirmed, it’s not possible for any changes to be made. Because of this, we ask that you verify all information inputted is correct BEFORE submitting your order (including adding codes or coupons)

I ordered during a free item promotion. I am not seeing the free item in my confirmation email. Did I get the free item?

For most of our promos involving a free clothing item, you are required to manually add the item in the size needed to your cart to qualify for the offer.
This also applies to any free promotion item that is NOT clothing related, such as an accessory or limited edition giveaway.

Questions About Shipping

I put the wrong shipping address. Can I change this?

Once an order is processed, the package will ship to the address provided at the time of purchase. You can contact us via email right away at inquiries@blackcraftcult.com and we will do our best to make any changes necessary. However, BlackCraft cannot guarantee an address change after a purchase is finalized. Please note that BCC is not responsible for packages delivered to a wrong address inputted during checkout. Please refer to our Shipping Policy page

When will my order arrive? Will I be able to track it?

Please allow 3-5 business days for order processing and shipping. During sales, please allow 7-10 business days for order processing. Delivery times are not guaranteed and can vary. You will receive a confirmation email with tracking info to follow along once your order is ready to ship. For more questions regarding shipping, visit our Shipping Policy page

Why did I not receive an order confirmation email?

You should receive an email confirming your order shortly after you have placed it. If you do not receive that email, please check your spam folder and see if you can locate it. Otherwise, you may have input your email address incorrectly. You will need to contact us with the corrected e-mail. This is especially important due to the fact that you will also receive all order updates, customer service communication and tracking info to your email.

Questions About Mystery Box

When will my Mystery Box arrive? Will I be able to track it?

Please allow 10-15 business days for order processing and shipping to start. Mystery Boxes generally ship in separate waves as they are made to order. You will receive a tracking number via email once the order is shipped so you can follow along during transit. For international orders, please allow up to 2-8 weeks for delivery after the order is processed and shipped.

I want to exchange or return my Mystery Box.

Mystery Boxes are non-refundable or exchangeable, as shown on the item page. If you have any issue with your box, please contact customer service.

Questions About Returns And Exchanges

I want to make a return or exchange. How do I do this?

For step by step instructions, please refer to our exchange/return form at this link - (HERE). Our policies are also listed on the reverse of the packing slip that came with your order. Merchandise that is unworn, unwashed, and with the tag still intact can be returned for a refund or exchanged with BCC within 30 days of delivery. All returns and exchanges will need to have the return form on the back of the packing slip filled out and included with your returned package - NO EXCEPTIONS. Please note we do not refund original shipping fees and we do not cover return costs for return/exchange requests. BlackCraft reserves the right to refuse requests that do not meet the requirements of our return policy.

I need to return or exchange boots/footwear that I purchased. What steps are needed?

Blackcraft provides free shipping labels for returns on footwear. If you need to exchange BCC will cover the shipping cost for the first request, if customer needs to exchange a second time they will be responsible for shipping cost. BCC does not cover shipping cost for any Pool Slides or Slippers. Contact customer service via email for a return label. We ask that you please do not put the return label onto the actual shoebox itself or tape up the box. Please note that the original shipping fee is non-refundable.

I received my order and my packing slip has a red stamp that states "Sorry!" and I am missing an item. Why is this?

An item on your order was out of stock at the time of fulfilment. If the rest of your items were in stock, we will ship the remainder of your order. Customer service will contact you via email with more information regarding this notice.

Can I visit the storefront for purchases? Can I return/exchange items in-store?

You can definitely visit our storefront and request an exchange or return! Our current hours are:
Tuesday through Friday 11am-6:30pm
Saturday and Sunday 9:00am-4:30pm
CLOSED ON MONDAYS
*Please note that our hours/days of operation are subject to change during holidays and other events

In order to follow current safety and health regulations, we are operating at limited capacity (two parties at a time)
Along with limited capacity, here are some other guidelines:
- Masks required at all times
- 30 minute shopping timeframe
- 6 feet of distance if waiting in-line outside
- No sitting on furniture (signs on furniture also state the same)
- Debit/credit preferred but we do accept cash
- Online order returns/exchanges accepted in-store but must follow our return policy and include our (FORM)

Questions About Re-Stocked / Collab Items 

When will a certain design be restocked? Do you have a mailing list?

We do have a mailing list that you can sign up for! The best way to keep up on restocking is to join the mailing list, follow us on Instagram, Twitter or like our Facebook page. We usually restock items several times a month and have announcements on these pages.
Instagram: @blackcraftcult
https://twitter.com/BlackCraftCult
https://www.facebook.com/BlackCraftCult

Will you ever reprint a limited edition item or collab line?

Our limited edition prints are very limited and are not restocked. This typically applies to our collaboration items as well.

Questions About Sizing

I have a question about sizing. How do your t-shirts, etc. fit?

You can usually refer to the information on the item page in regards to fit and sizes. Some size charts are on the item page but you can also find our sizing charts here: (https://www.blackcraftcult.com/pages/size-charts)

Questions About Our Website

The website won’t let me check out. I keep getting an error page. What should I do?

We recommend waiting and trying again later. Multiple attempts may cause multiple pending holds/authorizations with your payment method. You may also try changing your browser and switching from mobile site to desktop site (or vice versa). These solutions have worked for others with similar check-out issues. Should the problem persist, please email us.

I received a cancellation email stating possible fraud. Why is this?

Please contact customer service via email for assistance.

If you have any further questions not addressed here, please email: (inquiries@blackcraftcult.com)

 

***Contact-Free Curbside Pickup***

For your safety & comfort, you can now shop online and receive your order faster and more conveniently by choosing our contactless order pickup experience. 

Curbside Pickup is available now at our Anaheim, CA storefront location, Tuesday through Friday from 10AM - 5PM and Saturday 10AM-4PM.We unfortunately cannot accept returns or exchanges via Curbside Pickup. These will still need to be processed through the mail or our storefront (within storefront hours)

As we deal with a large volume of orders, we cannot guarantee same-day pickup. However, it is our goal to process all orders within 2-4 days. 

You will receive an email notification when your order is ready for pickup. Customers without email notifications will be turned away due to limited curbside space. 

Orders not picked up after 7 days will be restocked and refunded.