FAQs

Q: I have question about my order, who do i contact?

A: For any questions regarding your order please see our contact us page.

 

Q: I wish to return my item. How do I go about doing that?

A: Please read our return policy.

 

Q: What is the average shipping time and how much does shipping cost? 

A: We use a flat rate shipping. We have warehouses throughout the world. In most cases you will receive your order within 7-14 business days and in some cases up to 30 days. We ship your order from one or more of our warehouses so you might receive more than one package for your order. Some of our custom orders are made after purchase and might take 2-4 weeks to receive. 

 

Q: Do you ship internationally? 

A: Currently we only ship to the United States. We plan on shipping world wide in the future.

 

Q: I love The Blackstone Ranch & Apparel! Do you allow wholesale?

A: We appreciate your interest in The Blackstone products! We are not currently accepting wholesalers but we would love to keep your information on file. Please shoot us an email.

 

Q: Have you received my return?

A: If your return is accepted please allow up to 10 working days for your parcel to be returned to The Blackstone Ranch & Apparel. We will send you a confirmation email with your store credit or replacement when your return has been processed.  If you haven’t heard any communication from us after the 10 business day timescale, please contact The Blackstone Ranch & Apparel with your order number and details of the items returned. If you've returned more than one order in the same parcel, please allow an additional 72 hours for all your returns to be completed.

 

Q: I have not received my item. What do I do?

A: If your tracking number states that you have received your item with a successful delivery confirmation, The Blackstone Ranch & Apparel will not ship an additional replacement package. You may contact USPS with your tracking number should there be any discrepancies. 

 

Q: Can I exchange an item?

A: Before purchasing our apparel please check the size chart and read our Return Policy.

 

Q: Can I amend my order?

We’re super quick at processing orders to make sure that you receive them as soon as possible. You can amend your order as much as you like before you click “confirm & pay” but after this point you will be unable to make amendments to your order. 

 

Q: Why has my order been canceled?

A: Our items sell out fast due to a high demand and on occasion an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

  

Q: Can I use more than one discount code on my order?

A: Discount codes can't be used in conjunction with any other offer or promotion. Only one discount code is permitted per order.

 

Q: Why won't my discount code work?

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.

Expiration Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.

Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

 

Q: What happens if I forget to use a discount code?

A: Oops we are sorry to hear this. Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

 

Q: What is your complaint procedure?

A: Most of our customers have a great experience when shopping with The Blackstone Ranch & Apparel. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.

We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.

To make a complaint, please fill out our Contact Us form.

Please include as much detail as you can, and include where possible:

  • Your contact details
  • Your order number
  • The time and date of the incident
  • Names of parties involved
  • Details of the event

Once your complaint is received, one of our dedicated team members will be assigned to your case and investigate this for you. They will then liaise with you directly to resolve your complaint.