30 Days No-Question Returns | 48 Hour Dispatch | 03 9005 6000
30 Days Returns 48 Hour Dispatch

FAQs

GENERAL QUESTIONS

Do you have a shop front?

No at this point in time we are online only, but if you have any questions about our products please call us on 03 9005 6000 and we will endeavor to answer any questions you have.

Do you offer material samples?

Yes we have sample colours of most of our fabrics and would be happy to send them to you, all you have to do is call us or email team@blackmango.com.au.

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SHIPPING & DELIVERY

How long does delivery take?

Delivery times will vary depending on the product, your location and selected courier. All Black Mango orders will be dispatched within 48 business hours and dependent on location delivery will be between 4-7 business days.

Will I have to sign for my delivery?

Yes, our standard shipping arrangements require your signature upon delivery, unless you have given a prior authority to leave (ATL), if no ATL to either us or the shipping provider they will leave a notice at your home detailing and alternate delivery or collection arrangement. 

Do you deliver to PO Box Addresses or Parcel Lockers?

Some of our items depending on size can be delivered to PO Boxes and Parcel Lockers. Please check with us first before proceeding by calling us on 03 9005 6000.

My items haven’t arrived yet. What can I do?

We will send you an order shipping confirmation email as soon as your items have been dispatched from our warehouse. Before contacting us directly, check the tracking number information provided to you in this email. This number will take you directly to your orders tracking information and will give you an estimated time of delivery. If you haven’t received a shipping confirmation email or your tracking status hasn’t updated, please contact us on 03 9005 6000 or email team@blackmango.com.au.

How much will delivery cost?

Delivery costs are based on weight so will vary depending on what you order. You can check each individual item on products pages under the Shipping Calculator. Alternatively add each item you wish to order into your cart and check the total shipping costs here before checking out. Shipping cost will vary according to size, weight, the location you will order from etc. In doubt, always contact us for a custom courier quote. We always strive to offer the best delivery options to our customers.

Can I pick up my items instead of having them delivered?

Black Mango are happy for our customers in Melbourne to pick up their purchases directly from our warehouse between 2pm and 4pm weekdays only. We will need your payment to be processed over the phone 24-48 hours prior to pick-up.

Do you ship internationally?

Currently Black Mango only offers Australia wide shipping.

What happens if the goods I purchased are damaged upon delivery?

If you are accepting a delivery that is already visually damaged, please refuse delivery all together. There is no need to refuse all packages if others are in good condition. In the unlikely event that your goods are found damaged after accepting delivery, please contact the Black Mango Online sales team within 24 hours via the blackmango.com.au Return Request Form, online Contact Form or emailing info@blackmango.com.au.

Please provide the following information:

  1. your invoice (including order number) and any other proof of purchase; and
  2. detailed description of item and problem;
  3. photographic evidence of the defect or damage, where applicable;
  4. any other details we may need to proceed further.

I am moving into a new house in a few weeks’ time. Can I order my furniture NOW?

Definitely! We will be happy to confirm your order and arrange for a delivery time that’s convenient for you.   

Some of the items I would like to order are out of stock. How long do I have to wait?

Our stock is continually being replenished according to product type and sales. Please call us on 03 9005 6000 and speak to one of our online sales team to find out the when the product you are after will be arriving. Alternatively on each product add your email to the “email me when available” list and you will be contacted as soon as stock levels have been replenished.

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RETURNS & REFUNDS

How can I return an item if I change my mind?

We do have a 30 day no questions asked returns policy. For any change of minds, we will provide you with a refund, you must return your item to us in its original packaging within 30 days of when it was delivered to you. The delivery and collection costs will be deducted from your refund as all return costs occur at the buyer’s expense. Once your order is received back to our warehouse, a qualified team member will verify the condition of your returned item and once approved your account will be credited within five to ten working days, depending on your payment method. This refund policy does not apply to goods which have been used, damaged after delivery, if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition.

How about refunds for damaged goods?

In the unlikely event that your goods are found damaged after accepting delivery, please contact the Black Mango Online sales team within 24 hours via the blackmango.com.au Return Request Form, online Contact Form or emailing info@blackmango.com.au.

Please provide the following information:

  1. your invoice (including order number) and any other proof of purchase; and
  2. detailed description of item and problem;
  3. photographic evidence of the defect or damage, where applicable;
  4. any other details we may need to proceed further.

We will assess your request and notify you of a potential refund or replacement, based on your preference.

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ONLINE SHOPPING

Will I get an order confirmation after purchasing online?

Yes of course! You will receive an order confirmation email as soon as you have placed and paid for your order. In the event of unexpected issues with your order (stock, colour, lead time issues) one of our online sales team will be in touch without delay to keep you updated on your order.

Unsure about paying online?

We understand the concerns of ordering and paying for things online. All Black Mango orders are processed through a dedicated gateway to guarantee the protection of your data. Your credit card information will not be stored and is handled over SSL encryption so you can enjoy your online shopping experience with peace of mind. We accept credit cards, Visa & MasterCard and Paypal. We also accept payment by bank transfer but please remember that your order will not be sent until funds have cleared which are normally 2-3 business days.

Will all my personal information be kept private?

Yes, at all times. Please refer to our Privacy Policy for more details.

How do I measure my home for a furniture delivery?

When purchasing a new piece of furniture there are a few things to think about beforehand, such as access into your home. Before purchasing your new item and to avoid disappointment, please check the following:

  • Decide the best and easiest entry into your home to where you are placing your new item.
  • Ensure there are no obstructions along the way.
  • Measure all entryways, hallways and stairs to ensure they are wide enough and height enough for the item, this should include all outside areas also.
  • If you have to use an elevator to access your home, you may want to measure the interior of this also.
  • Measure areas such as hallway wall to entryway clearances.
  • Consider all corners, ceiling height, stairways (height, widths, angles, banisters and corners), and any low hanging fixtures or architectural details you may have.
  • To make the process as easy as possible the items maximum measurements in height, width and depth must not exceed any entryway, hallway, staircase or elevator measurements in either height or width.

At Black Mango we have gone above and beyond to ensure exceptional quality and craftsmanship of all our items. We have a high commitment to customer satisfaction and have provided these details to ensure there will be no disappointment after the purchase of your new item(s).

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      WARRANTY INFORMATION

      What warranty is offered on my Black Mango products?

      All our products come with a 12 month manufacturers’ warranty.

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      PRODUCT CARE

      Are the products I view on my computer the exact colour I should expect to receive?

      We try to ensure our products colours are the same that you will receive in person, but due to different computer systems and mobile devices, colours will vary from time to time. If you are unsure about a colour please call our online sale team on 030 9005 6000 and they can help you the best they can or send you with material samples.

      What is the best way to clean my Black Mango linen furniture?

      All Black Mango linen furniture need to be vacuumed regularly to remove as much surface dirt and dust as possible. Protect by not placing furniture in direct sunlight and heat, this will ensure a longer last. Clean up surface stains as soon as possible, being careful not to rub stain into fabric. Most stains may be treated with dry-cleaning fluid or upholstery shampoo, baby wipes are ideal for spot-cleaning. Do not use bleach other harsh chemicals on fabric. Do not rub the fabric when cleaning. Always work inwards from the edge of the stain with a clean absorbent cloth. Use a dabbing motion with a clean section of the cloth for each dab. Do not over wet fabric and allow to dry naturally between repeated spot cleaning procedures.

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      COMMERCIAL ENQUIRIES

      Do you welcome commercial enquiries?

      We welcome all commercial enquiries – big or small. You can contact us via our online commercial enquiry form or call us on 03 9005 6000. We pride ourselves in our customer service and will go above and beyond to help you find that perfect piece no matter what type of project you are working on.

      Please let us know if you have any other questions, we will add any question that you may have and which we have not covered in our FAQs. Again, we’re just a phone call away so don’t hesitate to contact us on 03 9005 6000, should you need any clarification or additional information.

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