Shop  | Official Black Halo Fashion Clothes Store - Support Page

Customer Support

 

Order Status

If you are a registered customer, you can access your order history by logging into your account using the credentials you used to create your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “My Orders” link for order status. If you are not a registered user, you can contact Customer Service at 855.655.8976 or by clicking here.

Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.

Shipping & Delivery

Orders will be processed and shipped within 2-3 business days from date order is placed and approved. You will be notified via email once your order has been shipped. Shipping times can vary based on method chosen and delivery location. Int’l orders must clear import/export regulations which could add to the shipping time of an order.

Orders are shipped via the method chosen at the time the order was placed. We currently offer 3 shipping methods for Domestic orders: Ground Shipping (UPS), 2-Day Shipping (FedEx) and Overnight Shipping (FedEx). For Int'l orders, we use FedEx. All shipping methods are based on date order is shipped, not placed.

*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.

Return Policy

Effective: October 2011

Black Halo will accept returns** for items purchased on the BlackHalo.com store within 21 days from receipt. All returns must be received back within 7 days from receipt for a refund back to the original form of payment. Returns received after 7 days but within 21 days from receipt will be offered an exchange or store credit only. Returns received after 21 days from receipt will not be accepted. Please note that shipping charges are non-refundable.

**No returns or exchanges are allowed on Sale/Private Sale items. All sales are final.

All returns MUST meet the following criteria:

  • Unworn
  • Unwashed
  • All tags must be attached
  • All accessories must be included (i.e., belts, etc.)
  • No perfume or other scents
  • No human or animal hair
  • No rips or tears
  • No other signs of being worn
  • All original packaging and hangars must be included
  • No COD (Cash/Check on Delivery) packages will be accepted

Failure to return merchandise as listed above will result in the return being rejected and returned to the customer without credit. You will be contacted via phone and/or email if your return is being rejected. Your return will be sent back to the shipping address on your original order and a Certificate of Inspection will be included containing the reason for the rejection. You may also be charged a $13 rejection processing fee for all rejected returns.

All Merchandise must be returned to:

Black Halo Returns
4455 E. Philadelphia St.
Ontario, CA 91761

Fill out the Return Reason section included on your Packing Slip and included with your return. We recommended that you ship your return using a carrier who will provide your package with a tracking number to ensure that your package is returned to our warehouse. We suggest that you use FedEx, UPS or Insured Parcel Post for your Return. We are not responsible for any returned packages that are lost in transit. We encourage you to use the most economical shipping method for your return or exchange. If your return warrants reimbursement of shipping costs, we cannot reimburse you for an amount greater than your original shipping cost.

You will be notified via email once your approved return has been received, inspected and processed. Refunds, Store Credits and Exchanges will be processed within 15 days.

A refund may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

International returns. The customer is responsible for all duties or taxes. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account.

Returns, refunds, store credits and exchanges may be made at the discretion of Black Halo, Inc.

Refusals

Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Black Halo and the customer will be credited for the product cost and tax, less shipping and handling. Customer will be required to place a new order and will be responsible for any associated shipping charges.

Cancellations

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by clicking here or call 855.655.8976 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.

Out of stock/backorders: If you need to cancel and item/order that is out of stock or on backorder, please contact customer service by clicking here or call 855.655.8976. Once your item/order has been cancelled, you will be notified via email via a cancellation confirmation. If for any reason your order is unable to be cancelled and has been shipped, you will need to follow the Returns process to return the product for credit or exchange.

Pricing, Payment & Refunds

All prices are displayed in US Dollars. International orders will be billed at the then current currency conversion rates. We accept Visa, MasterCard, American Express and Discover credit cards for payment. We also accept PayPal. Your credit card will not be billed until your order has been shipped. Any applicable credits or refunds will be applied back to the credit card or PayPal account used for the original purchase.

We charge sales tax for all online orders that are being shipped to locations in California only. Other states are not charged at this time.

Updating Account Information

If you are a registered customer, you can easily update your information by logging into your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “Account Information” or “Address Book” link to update your account information.

Customer Support Holiday Schedule

Our Customer Service Dept. will be closed on the following observed Holidays in 2012:

New Year's (observed) - Jan 2
President’s Day - Feb 20
Memorial Day - May 28
Independence Day - July 4
Labor Day - Sept 3
Thanksgiving - Nov 22
Day After Thanksgiving - Nov 23
Christmas (observed) - Dec 25