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Frequently Asked
Questions/ Store Policies

Who do I contact if I have a problem with anything?

If you have any questions or concerns about anything please email us at info@blackgirlhug.com and a friendly staff member will get back to you as soon as possible.

How do I cancel or make a change to an order?

We know how important your order is, so we aim to fulfill orders as quickly as possible! We cannot make any changes to an order once it has been placed (this includes but may not be limited to the adding/removal of items, billing or shipping address update, order cancellation request and shipping method change). The only exception is if the order fulfillment has not yet started. You are free to return any unwanted items once you receive them.

 

If you still have any questions about anything please email us at info@blackgirlhug.com.

What happens if my order is returned due to entering a wrong/ invalid address?

Any orders that are returned to us by the mail carrier due

to "invalid address" or "Undeliverable address" can be

reshipped, but you will be subjected to a $7 processing

and reshipment Fee. You will have 30 days to request a

reshipment from the time it is sent back to us or from the

time you state did not receive. After that time your order

will be added back to our store inventory and will no

longer be available for you to claim.

What should I do if my order was never delivered?

If you receive an email that your package has been delivered but you have not received it, then please email us and we will assist you. Any "Unreceived package" claims must be made within 30 days of the date that you were notified that it was delivered. Any claims after the 30 day period will not be accepted.

How do I return or exchange a product?

All products on this site are made to order so as a result we do not accept any returns or exchanges. All sales are final so you should double check to make sure you are ordering the correct size product.If you received a defective item, we'll gladly replace it as long as you contact us within 30 days of receiving your order. Defective items will be exchanged for the same type of product in the same size after a clear picture of the defect is sent to us.

Who do I contact if I have a problem with shipping?

If you have a problem with your shipment, such as not receiving a package that has been marked as delivered on the tracking info provided, please contact the shipping carrier and they will be able to further assist you. We are not responsible for the delivery of packages after we ship them from our site. After ordering please make sure the address you provide is accurate. We do not reship or refund orders due to wrong addresses.

When can I expect my order?

Due to COVID-19 we are experiencing longer times for

processing and delivery. As a result order are expected to

take between 1-2.5 weeks to be processed and delivered

at this time.

How should I wash my items?

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DG printing process. Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High- temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. In order for you to prolong the life of your custom print, we suggest following the care instructions below: Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean. Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

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