STORE POLICY
Customer Care
Customer Service: orders@blckvineco.com
Monday-Friday 8:00 AM - 4:00 PM CST
General Inquiries: All emails must include; your first/last name, order number, and detailed reason for inquiry.
Shipping + Handling
Our BVC Roots team is working really hard to ship all orders out as soon as possible. Until your piece of luxe arrives, we extend our love and gratitude.
Orders are processed and shipped within 1-14 business days. Shipping time is dependent on carrier. Usually shipping ranges within 2-6 business days of item being shipped within the US.
We are not responsible for lost or stolen merchandise. All orders will receive tracking information in an email notification.
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Any orders that have been confirmed delivered but are missing please contact the shipping carrier before contacting our support team.
BLCK VINE CO. LLC is NOT responsible for delivery delays due to weather, mishandling by carrier, undeliverable address (insufficient address, missing P.O box numbers, or refused/returned to sender) or incorrect contact information for all shipments. If you are concerned that your package may be lost or damaged due to BLCK VINE CO. production please contact us within 12 days from shipping date.
We do not offer store credit or refunds on lost or stolen packages.
Refunds + Exchanges
ALL ONLINE ORDERS ARE FINAL SALE.
We do not process refunds back to the original form of payment. Store Credit Only. We cannot cancel orders once they are placed. PLEASE VERIFY YOUR SHIPPING ADDRESS; we have no control once the order is shipped.
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ALL DEFECTIVE RETURNS MUST REPORTED BY EMAIL WITHIN 48 HOURS OF DELIVERY.
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DEFECTIVE ITEMS: IF YOU RECEIVED A DAMAGED/DEFECTIVE ITEM, YOU MUST CONTACT US WITHIN 48 HOURS OF DELIVERY ALONG WITH AN IMAGE OF THE DAMAGE. WE WILL INSTRUCT YOU ON HOW TO MAIL BACK THE DEFECTIVE ITEM. STORE CREDIT AND/OR A REPLACEMENT WILL BE ISSUED.
WE KINDLY EMPHASIZE THAT ALL ITEMS REMAIN IN ORIGINAL SELL-ABLE, UNWORN, UNDAMAGED, AND UNALTERED CONDITION. THIS INCLUDES NO ODOR, STAINS, ALTERATIONS, PET HAIR OR VISIBLE DAMAGE. PLEASE TAKE A CAREFUL LOOK AT YOUR ITEMS BEFORE RETURNING. IF YOUR RETURN IS REJECTED, YOU RETURN IS SUBJECT TO A 50% PARTIAL STORE CREDIT BASED ON THE ITEMS VALUE.
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RETURN FAQ'S
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Exchanges: We do not offer exchanges on online purchases. ALL ONLINE ORDERS ARE FINAL SALE.
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Will I receive a prepaid shipping label? We do not provide shipping labels for returns at the moment. Shipping cost must be covered by the customer.
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How should I ship my item? When returning an item, we recommend using USPS Flat Rate Shipping or First Class Package as it is the most affordable shipping option and it comes with a tracking number.
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Is there anything I should include in the return? Please include the original packing slip that was shipped with the order. You may also provide us with your full name and the order number on a piece of paper.
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Who do I contact regarding my order? All order inquiries should be made to; orders@blckvineco.com. If you are unable to reach us, you may submit a "CONTACT US" form on our website, or DM us.
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Direct Messages will have a slower response rate due to high volume of DMs. This is not the best form of communication as it is easy for your DM to get lost below all other messages.
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How soon will I get a response? Email response time is up to 72 hours.
This excludes weekends and holidays.
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I received the wrong item and need to send it back, am I still responsible for return shipping? Incorrect items must be reported to orders@blckvineco.com within 48 hours of delivery. We will instruct you on how to mail back the incorrect item and the next step.
Payment Methods
- Credit / Debit Cards
- PAYPAL
- Offline Payments