FAQ's

SHIPPING

If your package gets lost in transit and the shipping address was 100% correct, we've got your back! We'll ship out a new order at our expense.

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming with you that the shipping address was correct. You may need to get in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you think that you haven't received it, we won't take responsibility and reship that order.

Keep in mind that if tracking information states an order was delivered but you think that you haven't received it, we won't take responsibility and reship that order.

ORDER TRACKING

If you’ve already placed an order, log in to your customer account or create a new account using the email used to make your purchase. Under the Orders section, view your order status and details. Please note, you will always receive two updates via email: an order confirmation once your order is placed, and a shipping confirmation once shipped.

Yes, all of The Black Santa Company’s shipping methods have tracking. Note that the quality of tracking may differ for some local carriers globally.

DELIVERED PACKAGES

If a package was delivered

If a package is marked as delivered by the carrier, but you did not receive it, please contact the carrier directly.

There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left in the mailbox."

If the package was marked as delivered by the carrier, but you report that you have yet to receive it, The Black Santa Company is not responsible for the cost of reshipping or refunding the order.

DAMAGED GOODS

If something arrives damaged, send a photo of the damaged goods to merch@blacksanta.com then we'll gladly send a replacement at no cost to you.

RETURNS:

We have a 30-day return policy. If you return the item within 30 days of purchase unused and in the same condition as you received, we are happy to take it back. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.

Send an email to merch@blacksanta.com with your order number or emailed receipt.

We will get back to you within 48 hours to provide further return instructions. Please do not send your purchase back to the manufacturer.

Once your return is received and inspected, you will receive an email notifying you your refund has been processed. A credit will automatically be applied to your original form of payment. Note: refunds may take up to two weeks to show up on your credit card statement.

SALE ITEMS

Regular priced items, as well as sale items, may be refunded for the amount at the time of purchase.

EXCHANGES

Exchanges are permitted if an item is damaged/defective, or if you need a different size in the same item (style and color). If you would like to exchange an item please send an email (including proof of purchase) to 

merch@blacksanta.com for further instructions.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, we can only refund the original purchaser.

SHIPPING

Refund Shipping- you will be responsible for paying for your own shipping costs for a return or an exchange. Shipping costs are non-refundable. If you are doing an exchange, you will not be charged shipping for the replacement item. Depending on where you live, the time it takes for your exchanged product to reach you may vary.

Printed apparel

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners or dry-clean the items.

Apparel can be tumble-dried on a low cycle, but hang-dry works best. When it comes to ironing, use cool iron inside-out. Don't iron the print.

Follow these instructions carefully to avoid fading and cracking of the print, and shrinking the garment that can occur if you wash or dry it on a high setting.

Embroidered apparel

Embroidered apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. You can use a small amount of chlorine bleach, but non-chlorine is the safer option.

Embroidered clothing can also be dry-cleaned.

After washing you can line dry, don't wring out the embroidered items, if you want to tumble-dry them, use a cool air setting.

If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn't wet embroidery before ironing or use a steam iron.