Frequently Asked Questions
If you are having trouble placing an order, we are here to help. Please email us at email@example.com or call us +61 3 5261 3525 and we will assist with your order as soon as possible.
The best way to let our team know you would like an item to be restocked is to visit the product page and click on the ‘notify me when available’ button. We will email you once the item is back in stock.
Or get in touch with us here or directly firstname.lastname@example.org
If you have placed an order but have made a mistake or would like to change your order, please contact us via phone +61 3 5261 3525 or email@example.com as quickly as possible.
We do not offer cancellations on pre-orders or made-to-order items. Once order has been paid, this is final. If you would like to cancel your order, we can provide a full store credit or exchange to another item.
We cannot cancel or amend an order that has already been dispatched from our warehouse.
Yes we can! Simply click the button in the notes section of your shopping cart if you would like us to wrap your order and include a note on your behalf. You can also select a greeting card for us to write your message in for you.
We use all major carriers, and local courier partners. Our Small/Medium Items orders are shipped with one of our trusted services such as Australia Post, Sendle, TNT, DHL, Toll and others. All large furniture orders are shipped with a specialised furniture courier, door to door or in some cases, to your closest depot.
Once your order has been shipped you will receive an email notification with a tracking number or delivery date ETA. You are responsible for tracking your own delivery via the tracking number provided.If you do not have a tracking number, please refer to our email with delivery ETA.
We use registered postal services throughout Australia with tracking available from door to door. Signature is required on all deliveries. Please ensure your order can be sent to an address where someone will be present, we cannot deliver to a PO BOX.
Should your parcel not be collected and is returned back to Black Salt Co, the customer is to cover costs of re-postage.
It depends on where you are located, however most orders will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-30 days. Delivery details will be provided in your confirmation email.
Once your order leaves our warehouse, we cannot guarantee delivery timeframes as it is out of our hands. However, we will ensure delivery updates and notifications where possible.
Our courier drivers do their best to deliver our orders as fast and safe as possible.
Deliveries may take up 5+ days Australia Wide, location depending.
If you do not receive your order after 7 working days of being dispatched please email firstname.lastname@example.org so we can follow up or you can contact us through our contact page. We will be happy to assist you and track down your delivery.
Damage in Transit
If your item arrives damaged due to transit, please email us with photos within 24 hours of receiving your order and we will arrange a replacement or credit for your next order. Any damage that occurs during transit is the responsibility of the courier/freight company. We recommend items be checked on delivery especially if outer packaging looks damaged. Liability for any damages during transit will be with the Courier/ Freight company not with Black Salt Co. We will work with you to resolve the issue, however Black Salt Co will not replace or refund any items damaged during transit.
Damage after delivery
We cannot replace or credit items that have not been supplied faulty if they are damaged by the customer, third parties or environmental circumstances after safe delivery. If you have not contacted us in the 24 hour period with photos of damages or faults, we are not liable for any replacements, refunds or exchanges.
Depending on your items you wish to order, we may be able to ship small parcels all over the world.
International shipping costs will apply, and we suggest getting in touch with us before checking out to obtain a delivery quote. Orders will only be sent once shipping has been paid.
Unfortunately at this time, we cannot send Furniture and large orders outside of Australia.
We have a 'Click&Collect' option available that you can select at checkout. We will contact you once your order is ready for collection, in most cases it will be same day or next day pickup.
Our Torquay showroom is located at Factory 8, 7-9 Cylinders Drive Torquay Victoria 3228. Please refer to your pickup email for times to collect or simply call us +61 3 5261 3525.
Our Melbourne Warehouse is also available for Click + Collect, depending on the product available. Please select the chosen location at checkout or, if you are having trouble checking out just get in touch and we can process it for you.
If you select Click + Collect by accident, don't worry we can post your order to you. Just get in touch with us at email@example.com and we will send you shipping invoice and ETA.
Our couriers are only able to deliver heavy furniture pieces to front door/entrance only. We cannot deliver up stairs, lifts or anything other than ground floor level.
When the items are delivered to your door, we suggest arranging extra help so that you can lift and setup into your desired place.
Some items (for example the Marble & concrete dining tables) we suggest 2-6 people to help assemble and lift.
Our couriers will advise you on delivery ETA so that you can arrange extra hands accordingly.
All tables come in 2 or 3 parts, meaning the table legs and table top will arrive separately.
To protect the pieces, they will be sent in wooden crates to ensure safe delivery via transport. Please ensure you have correct tools to safely un-crate your pieces. We cannot replace any items that have been damaged in this process as it is out of our hands.
When arranging your pieces, please make sure the legs and table top are sitting flush and there is no 'wobble' to ensure complete safety and also stable ground.
Please check the condition of your delivery as soon as it has arrived so we can liaise with our courier on the spot. Once the courier has left it is near impossibleto rectify the issue as the delivery is now considered completed.
RETURNS & EXCHANGES
To return an item, please submit your online returns form here.
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. We want to ensure you have a great shopping experience, so please take the time to read the following return/exchange guidelines.
We do not offer a refund for incorrect choice of purchase or change of mind so please choose carefully.
However, if you wish to exchange an item or if the item is faulty, please contact Black Salt Co. via email at firstname.lastname@example.org within 14 days of receipt of the item. Please include your order number and reason for return. If faulty, we require photos prior to sending back to us.
All shipping costs to and from Black Salt Co. is to be covered by the customer. Any return item(s) to Black Salt Co. must be intact and in a saleable condition.
Please be mindful that most of our products are of fragile nature and must be packed with care. Black Salt Co. will not accept your exchange if we consider the item(s) used, damaged or broken due to inappropriate packaging via transit.
We recommend that you return your item(s) via registered post so that it can be tracked as we hold no responsibility for items that go missing through transit. You can also pop into our shop during trading hours and we will happily process your request.
Once your item(s) are returned and inspected, we will send you an email to notify you that we have received your item(s). Please allow up to 10 days for your refund amount to be processed.
Please note; There is NO exchange or refund on sale items. All purchases on sale items are final.
If your item(s) is faulty, please contact Black Salt Co via email at email@example.com within 24 hours of receipt of the item. We do not accept faulty requests outside of this timeframe.
Please include your order number and reason for return with photos to support your case. Our team will be able to assess your item and work on a solution for you.
Black Salt Co will not arrange a return unless the item is in the original packaging. No Credit will be offered on freight. Delivery address must be as per original order, we will not replace an item if the product has been moved to a new address as we cannot confirm this is a product fault or delivery damage
Any return item(s) to Black Salt Co must be intact and in a saleable condition. Please be mindful that most of our products are of fragile nature and must be packed with care. Black Salt Co will not accept your exchange if we consider the item(s) used, damaged or broken due to inappropriate packaging via transit.
Once your item(s) are returned and inspected, we will send you an email to notify you that we have received your item(s).
Please allow up to 10 days for your order to be processed.
Yes, we offer custom measurements and designs on our Black Salt Co Furniture and Decor products. Some furniture items may have a turnaround of 10-12 weeks.
Please email us at firstname.lastname@example.org so we can talk you through the process.
Our timber furniture styles are made using a range of materials, but mostly Sungkai and Teak wood. Sungkai is a tropical timber commonly used in Indonesia. It has a beautiful 'blonde' colour and is used in our Seville and Coco Collections. Both Sungkai and Teak are used for its strength and long lasting durability. Both timbers are able to be used indoors and outdoors however like most natural materials they will naturally discolour over time.
To ensure longevity on your pieces, we suggest using a specific teak sealer for indoor and outdoor use. You can a sealer on any furniture or decor item and it will not affect the colour or stain of your item. Please check with a timber professional to clarify which sealer would work best. Our pieces leave our factory with a natural oil to finish the timber treatment, please be careful with fabrics, carpets and floors as this may stain.
Our rattan products are not to be used outside. If they must be outside (for eg. Hanging Chairs) then they must be undercover. Rattan can last longer in the warmer climates like NSW/QLD, however due harsher climates in VIC/TAS, they can wether quickly outdoors. Rattan also discolours naturally. Most of our products have a thin coating that protects the longevity of the material.
Please see Heavy Furniture below for Concrete and Marble products.
All our BSC cushions come with an insert. Some styles these are removable and covers can be cleaned, and some styles non removable (eg. Paloma Floor Cushions).
Cleaning and maintaining of our cushions is spot clean only with warm water. Do not machine wash natural fibres (Pero Seagrass Cushions) or naturally dyed fabrics (Moroccan Sabra Cushions) as the threads will seperate or colours will run. Due to the handmade nature of our cushions, sizes are as close to as possible.
For printed cushions, we always recommend:
- Hand washing for best results.- Cold gentle machine wash on light load or similar items.- If using washing machine do not wash with heavy items such as towels, matts, jeans/jackets.- Wash inside out where possible.- Do not tumble dry.- Avoid direct flat iron on print / Iron on the underside.
Due to the handmade nature of our cushions, sizes are as close to as possible.
Each decor item will have product information listed on our website. For key styles, please see below information.
Our mirrors are hand crafted using rattan. As per our rattan furniture, we advised indoor use only and natural colouring may occur.
Our brass styles are 100% heavy, non rusting, brass. Some may experience natural discolouring. Our brass wall hooks come with a screw to be able to fit each individual brass style.
Our Clam Shells are resin, not a real shell. We approach this as a 'vegan' solution to protecting our reefs and marine life.
For our marble, onyx and stone decor pieces, each item may have a natural defect like cracks, holes, colourings or other imperfect perfections. This is the nature of the stone and natural elements which cannot be prevented. To care for your beautiful pieces, we suggest 'less is more' similar to our furniture pieces, warm water or a microfibre cloth. We suggest that the marble pieces are for indoor use only as cracking, bleaching or staining is a natural occurrence when exposed to the harsh weather elements.
Our lighting all come as pendant only and we do not supply the electrical lighting component in our lights. We suggest to purchase these from Bunnings, IKEA or lighting specialist stores to get the right one for the type of house/roof height etc. The electrical components come in a range of colours and lengths to suit the customers needs. Our lighting frames are constructed by metal and have a universal size to fit a light bulb.
Again, due to the nature of rattan we don't suggest these styles to be used outside due to weather conditions. However, they can be used undercover.
Pots & Ceramics:
Our handmade pots are a decorative styling pot only. These are not to be used outside or with soil or water. Our pots are handmade with natural Terracotta and most styles have been hand painted white. Due to being handmade, measurements also differ slightly with each piece.
Vintage Moroccan Rugs:
Our Moroccan rugs are 100% authentic vintage rugs from Marrakech. We hand select each style, which are all unique and one-off styles. Due to the vintage nature, our rugs have flaws, fading and 'perfect imperfections'. We believe this adds character and charm!
We suggest cleaning our Moroccan Rugs thoroughly with a vacuum prior to washing to ensure you get most dirt out of it first. You will then need to hang the rug up outside on a ladder or a strong clothes line (be careful as the rug will become extremely heavy once wet, so ensure you have a sturdy hanging area) Then you can use either a power washer or a garden hose on strong spray and wet the rug in a downwards motion so the dirt runs off the rug, do this both sides. You can use a soap if you wish, however we cant guarantee the colours will not run. Use as natural as possible soap spray and either scrub with a brush and/or power hose off. Let your rug dry outside in the sunshine for 12-24hours or if you wish to speed the drying time, you can roll up on a flat surface to drain excess water and then hang back up to dry naturally.
Black Salt Co Body Collection:
Our Black Salt Co Body Collection is designed in house and locally hand made in Torquay.Every product is:- Made with natural ingredients- Vegan- Cruelty Free- Australian Made
Marble & Concrete Furniture:
To care for your beautiful new pieces, we suggest 'less is more' with natural materials like marble, stone and concrete. Please use warm water, and a non- abrasive cloth or sponge and a safe eco-based cleaner that is specifically recommended for ceramic/marble/stone use. Please avoid using any harsh cleaners with acidic substances that will damage and dull the stone. You can also use a specific marble/stone protector spray so that you only need to dust and wipe down with a microfibre cloth when needed. Using coasters and placemats will protect longevity of your pieces.
The concrete and terazzo pieces are suitable for indoor and outdoor use. We suggest that the marble pieces are for indoor use only as cracking, bleaching or staining is a natural occurrence when exposed to the harsh weather elements.
All our pieces are of course hand made, slow made. Measurements and finishes may differ slightly to photos due to its natural materials and hand crafted. We love that each pieces is unique and we hope you do too.
Products that are not our Black Salt Co brand, are what we call our external brands. You will see this under each product as the 'Vendor'.
If you need further product information, care instructions or any other enquiries regarding a brand that we stock, please contact us at email@example.com and we can liase with the brand for you or alternatively you can contact the brand directly.
Our products are handmade, natural and unique. We believe in perfect imperfections. Some items may occur natural discolouring, and sizing/measurements can slightly vary. We do not believe this alters or faults the product in any way. Online and website images may be slightly different to the actual colouring and characteristics, we try to be as accurate as possible. This is not considered a fault or misleading. If you are unsatisfied with the product, please contact us and we can work on a solution.
We do not provide warranties of any kind on any of our products. Due to its handmade and natural materials, we advise products will natrually change over time.
Please use products as specified care to ensure longevity and to preserve its quality and strength.
We do not offer replacements, refunds or exchanges once you receive your product.
WHOLESALE + TRADE
We would love to know all about your store and stock our range with you.
Please apply here and our Wholesale team will be in touch.
We offer trade accounts for a range of industries such as interior designers, hotels, hospitality, builders, renovators, commercial, residential, styling, event hire, editorials and more.
Please email us at firstname.lastname@example.org and our team will be able to help you further.
We always love a good collaboration!
Please get in touch with Amber at email@example.com
We love to work alongside stylists, photographers and brands that request to use our products.
Please register interest in-store or emailing us at firstname.lastname@example.org
Any damages or loss of item will incur cost of item or repair fee.
We ask that we are credited for photos used or tagged on social media.
TERMS + CONDITIONS
Need further assistance, please reach out to us today and our brand team will be in touch within 24hrs.