FAQ

Please read the FAQ's below. If you can't find the answer you are looking for our email is at the bottom of the page!

Shipping and Delivery

How much do I pay for shipping, and how long does delivery take?

For Customers in Australia:

Standard Shipping: Free standard shipping. Delivery with Australia Post is estimated to take 2-4 business days after your order has been picked and packed.
Express Shipping: The fee for express shipping within Australia remains at $15.00. This service aims to deliver your order within 1 to 2 business days across Australia.

For International Orders:

We charge a flat shipping fee of $25.00 per order for international deliveries. Estimated delivery time for international orders is 7-14 days.

Please note that these changes are part of our commitment to providing transparent and efficient shipping options to all our customers. Thank you for your understanding and continued support.

How does shipping and delivery work?

You’ve made an order; our team will carefully collect your My Blackout Blind from the clouds and package it with hugs and love, so please allow up to 24 hours for our team to pick up and pack your order.

As soon as your order is sent, you will receive a shipping confirmation email from us, complete with a tracking number, so that you can follow this magical journey.

Orders above $200 need a signature. Orders under $200 may be left in a safe spot or taken to the nearest post office if you're not home.

How do I track my order?

Yay, time to celebrate – it’s on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

Do we offer Express shipping?

Yes! We are pleased to offer express shipping options through Australia Post for our customers who need faster delivery service. The estimated express shipping time is 1 to 2 business days, depending on the destination in Australia.

What is pre-order?

If our My Blackout Blinds sell out due to high demand, we offer the option to pre-order the next batch. This ensures you can secure your My Blackout Blind from the upcoming stock. By choosing to pre-order, you secure your purchase ahead of time, avoiding the risk of missing out and ensuring your sleep quality is enhanced with our product.

Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Although Australia Post quote us 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 10 days, please contact us and we can launch an investigation with Australia Post.

*Please note: Once we pass your My Blackout Blind order to Australia Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by Australia Post. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Can I change my shipping address?

Oops, your My Blackout product is not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?

Yes, international orders are a flat $25.00 per order with an estimated delivery of 7-14 days.

Are there any customs/import fees?

My Blackout Blind are shipped right here in Australia, out of our distribution centres. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.

Returns and Exchanges

Do you have a returns policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition as received—unworn, unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

To start a return, contact us at help@myblackout.com.au If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return Shipping Costs:

Defective or Faulty Products: We cover return shipping costs for defective or damaged products. If your item is faulty, please contact us for assistance, and we will provide a prepaid return shipping label.
Incorrect Fit or Change of Mind Returns: Customers are responsible for return shipping costs for returns due to incorrect fit or change of mind. Additionally, a 15% restocking fee will be applied to these returns.

Do I have to pay for returns?

Defective Products: We cover return shipping costs for defective or damaged products. If your item is faulty, please contact us for assistance, and we will provide a prepaid return shipping label.
Incorrect Fit or Change of Mind Returns: Customers are responsible for return shipping costs for returns due to incorrect fit or change of mind. Additionally, a restocking fee of 15% of the item’s value will be applied to these returns.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get the My Blackout Blind in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

How secure is your payment?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We offer a variety of payment methods including traditional credit and debit cards (Visa, Mastercard, American Express), PayPal, Afterpay, and for the tech-savvy, Google Pay and Apple Pay. Choose your preferred option for a smooth checkout process.

How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single My Blackout Blind orders only).

I forgot to use my discount code!

Made your My Blckout Blind purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely My Blackout team at help@myblackout.com.au and they will be happy to help correct this for you.

What currency is the store in?

All pricing for our Australian store is listed in Australian dollars (AUD). Still kind of sad that the petition to call them ‘dollary-doos’ didn’t work though…

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our My Blackout team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

These things happen! Please contact us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Go to our contact us page and send us a message. This also allows us to keep a paper trail for your issue so we can help you as best we can.

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful My Blackout Sleep stories, as it warms our hearts to see our products being so well loved out in the big wide world. Should you have any feedback for us, please feel free to contact us.

Where are you located?

Our My Blackout HQ and Customer Service team are located in Adelaide, South Australia. Your Blackout Blinds starts its journey out into the wide world from our multiple fulfilment centres across Australia - they love to get those frequent flyer points.

*Please note: Our My Blackout HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.

Emailing list

Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at help@myblackout.com.au and asking to jump on board.

Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).

Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.