Frequently Asked Questions
ORDERS
CAN I ORDER OVER THE PHONE?
Unfortunately we are unable to take orders by phone at present as all our payments are processed through Paypal. To purchase an item you will need to place an order via our website, or visit one of our Stockists, details of which you can find here.
CAN I CHANGE MY ORDER?
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.
Once your order has been dispatched we’ll send a confirmation email to the email address you provided during the checkout process, to let you know your order is on its way. If you have not yet received a confirmation of dispatch it may still be possible to cancel your order by contacting us here. If your order has already been dispatched you will need to follow our Returns procedure here.
CAN I ADD SOMETHING TO MY ORDER?
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If you have any further questions about your order please contact us.
HOW CAN I CANCEL MY ORDER?
To cancel an order you will need to contact us.
HAS MY ORDER BEEN SUCCESSFUL?
If your order has been processed successfully then you should receive a confirmation email from us containing the details of your order. If you have not received an email please check your junk mail filter. If you are still unsure if your order has been successful then please contact us.
WHEN WILL MY ORDER BE DISPATCHED?
We aim to dispatch orders as soon as possible, however please refer to our Delivery Information for more information.
HOW CAN I RETRIEVE MY ORDER NUMBER?
Once your order is place, we will send an order confirmation email to the email address provided during the checkout process. This email will contain details of your order. If you have not received an email please check your junk mail filter.
HOW CAN I TRACK MY ORDER?
Unfortunately it isn't possible to track the status of your order at this time. We will send an order confirmation email to the email address provided during the checkout process, and will keep you updated if we encounter any problems with delivery. However, if you have still have questions regarding your order, please contact us.
MY ORDER IS INCOMPLETE
If you have ordered several items at once, your items may be split into separate deliveries which may arrive on different days or from different couriers. You won’t be charged extra for these additional deliveries. If your order is incomplete please allow a little extra time before contacting us.
MY ORDER IS DAMAGED
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us. We'll refund any postal charges you incur to return such items. You will need to use a signed-for delivery service and provide us with proof of postage.
YOU SENT ME THE WRONG ITEM
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us. We'll refund any postal charges you incur to return such items. You will need to use a signed-for delivery service and provide us with proof of postage.
THE ITEM I ORDERED IS OUT OF STOCK
If your item is out of stock we will inform you as soon as possible and we may offer an alternative product of equal or higher quality and value. If you’re happy to wait and the item comes back in stock within 28 days, the item will be shipped to you. If you’re not happy to wait please contact us.
DO YOU NEED MY EMAIL ADDRESS TO PROCESS AN ORDER?
We use your email address to keep you informed about any orders/transactions that you make and to keep you up to date on the order process once an order has been placed. We never give your email address to third parties.
If you have any further questions about the order process please contact us.
DELIVERY
HOW MUCH DO YOU CHARGE FOR DELIVERY?
Delivery costs vary according to products, delivery location, and the delivery timeline selected at checkout. For more information please refer to our Delivery Information.
CAN I CHOOSE MY DELIVERY DATE?
Delivery times vary according to products, delivery location, and the delivery timeline selected at checkout. For more information please refer to our Delivery Information.
HOW LONG WILL MY ORDER TAKE?
Delivery times vary according to products, delivery location, and the delivery timeline selected at checkout. For more information please refer to our Delivery Information.
RETURNS
WHAT IS YOUR RETURNS POLICY?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
HOW DO I RETURN AN ORDER?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
HOW LONG DO I HAVE TO RETURN AN ITEM?
You have up to 28 days to return or exchange a product from the date you received your order, excluding sale items. For sale items, we will be happy to either refund or exchange an item if you change your mind within 14 days of receipt. You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
WHERE DO I RETURN MY ITEMS TO?
Please send all returns to the address given on our Contact page.
WILL POSTAGE COSTS BE REIMBURSED?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
CAN I EXCHANGE ITEMS FOR OTHER ITEMS ON THE SITE?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
WHEN WILL I BE REFUNDED?
It can take up to 14 days, after the product is received by us, to receiving your refund to your Paypal account, OR if earlier, 14 days after the date you provide the evidence that you have returned the product to us, OR If there were no goods supplied, it can take up to 14 days, after the day on which you informed us about your decision to cancel your order, to receiving your refund to your Paypal account. Please refer to our Returns Policy here (insert hyperlink)
I HAVE RECEIVED A GIFT THAT I WANT TO RETURN
If you have received a gift that was purchased from Sable & Black and you would like to return it, please refer to our Returns Policy.
I HAVE RECEIVED A GIFT AND I HAVE A QUESTION
If you have received a gift that was purchased from Sable & Black, and you have a query about it please contact us.
PAYMENT
At present all transactions made through this website are processed via Paypal. For more information about this service please refer to the Paypal website. (Click here to visit the Paypal website)
PRODUCT INFORMATION
You should be able to find all the information you need when you click onto a product that you’re interested in, but if you have any further questions about a product then please contact us.
STOCK AVAILABILITY
WHY ARE OUT OF STOCK PRODUCTS STILL DISPLAYED ONLINE?
We continue to show out of stock products online (which we clearly mark as ‘Out of Stock’) so that you have access to the product details or so that you can buy the product online at a later date once the product is back in stock.
THE ITEM I ORDERED IS OUT OF STOCK
If your item is out of stock but you’ve already paid for it we will inform you as soon as possible. If you’re happy to wait and the item comes back in stock within 28 days, the item will be shipped to you as soon as possible. If you’re not happy to wait, your order will be cancelled and you’ll be refunded. If the item is still not available within 28 days, your order will be cancelled and you’ll be refunded. If you have any questions please contact us.
NAVIGATING THE SITE
I CAN’T FIND A PRODUCT
If you’re looking for a specific item on the website you can search for it by clicking on the magnifying glass that appears at the top of every page and entering in your search term. Otherwise, you can browse by department to find exactly what you’re looking for.
HELP
NO-ONE HAS RESPONDED TO MY ENQUIRY
If you have tried to contact us but haven´t been able to get through, don’t panic, we will get back to you as soon as we possibly can. You can find all the different ways to contact us here.
CONTACT
If you would like to get in touch you can find all the ways to do so here.
CREDIT NOTES
MY CREDIT NOTE ISN’T WORKING
Codes are case sensitive so please check and try again. Alternatively, you can contact us.
CAN I USE MORE THAN ONE CREDIT NOTE IN A SINGLE TRANSACTION?
No, unfortunately you are currently only able to use one Credit Note per transaction.
CAN I RETURN AN ITEM I PURCHASED WITH A CREDIT NOTE?
Yes, you can. However, please note that you will be refunded with another Credit Note. Please see our Returns Policy for more information.
DO CREDIT NOTES HAVE AN EXPIRY DATE?
All Credit Notes are valid for 12 months from the date of issue (not the date they are given to the recipient). The expiry date is clearly marked on each Credit Note. If Credit Notes are not used before the 12 month period expires, the funds on the Credit Note will be lost and will not be redeemable.
CAN A CREDIT NOTE BE RETURNED?
No, Credit Notes can't be returned. Please see our full Terms and Conditions for more information.
CAN I USE MY CREDIT NOTE AS PART PAYMENT TOWARDS AN ORDER ALONGSIDE A PAYPAL PAYMENT?
Yes, you can, but you will need to contact us before placing the order.
IF I PURCHASE AN ITEM THAT IS LESS THAN THE VALUE OF MY CREDIT NOTE, WHAT HAPPENS TO THE REMAINING BALANCE?
We will issue you with a new Credit Note for the remaining balance.
VOUCHER CODES
HOW DO I REDEEM A VOUCHER CODE?
You can redeem a Voucher Code in your ‘Shopping Basket’ on our website. Enter the code into the Voucher Code box at the top of this page. If there’s a special offer online and the items in your basket qualify for that, it will automatically display in your ‘Shopping Basket’ area before you are asked to proceed to checkout.
MY VOUCHER CODE ISN’T WORKING
Voucher codes are case sensitive so please check and try again. Alternatively, you can contact us.
CAN I USE MORE THAN ONE VOUCHER CODE IN A SINGLE TRANSACTION?
No, unfortunately you are currently only able to use one Voucher Code per transaction.
CAN I RETURN AN ITEM I PURCHASED WITH A VOUCHER CODE?
Yes, you can. Please see our Returns Policy for more information.
CAN I ORDER OVER THE PHONE?
Unfortunately we are unable to take orders by phone at present as all our payments are processed through Paypal. To purchase an item you will need to place an order via our website, or visit one of our Stockists, details of which you can find here.
CAN I CHANGE MY ORDER?
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.
Once your order has been dispatched we’ll send a confirmation email to the email address you provided during the checkout process, to let you know your order is on its way. If you have not yet received a confirmation of dispatch it may still be possible to cancel your order by contacting us here. If your order has already been dispatched you will need to follow our Returns procedure here.
CAN I ADD SOMETHING TO MY ORDER?
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If you have any further questions about your order please contact us.
HOW CAN I CANCEL MY ORDER?
To cancel an order you will need to contact us.
HAS MY ORDER BEEN SUCCESSFUL?
If your order has been processed successfully then you should receive a confirmation email from us containing the details of your order. If you have not received an email please check your junk mail filter. If you are still unsure if your order has been successful then please contact us.
WHEN WILL MY ORDER BE DISPATCHED?
We aim to dispatch orders as soon as possible, however please refer to our Delivery Information for more information.
HOW CAN I RETRIEVE MY ORDER NUMBER?
Once your order is place, we will send an order confirmation email to the email address provided during the checkout process. This email will contain details of your order. If you have not received an email please check your junk mail filter.
HOW CAN I TRACK MY ORDER?
Unfortunately it isn't possible to track the status of your order at this time. We will send an order confirmation email to the email address provided during the checkout process, and will keep you updated if we encounter any problems with delivery. However, if you have still have questions regarding your order, please contact us.
MY ORDER IS INCOMPLETE
If you have ordered several items at once, your items may be split into separate deliveries which may arrive on different days or from different couriers. You won’t be charged extra for these additional deliveries. If your order is incomplete please allow a little extra time before contacting us.
MY ORDER IS DAMAGED
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us. We'll refund any postal charges you incur to return such items. You will need to use a signed-for delivery service and provide us with proof of postage.
YOU SENT ME THE WRONG ITEM
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us. We'll refund any postal charges you incur to return such items. You will need to use a signed-for delivery service and provide us with proof of postage.
THE ITEM I ORDERED IS OUT OF STOCK
If your item is out of stock we will inform you as soon as possible and we may offer an alternative product of equal or higher quality and value. If you’re happy to wait and the item comes back in stock within 28 days, the item will be shipped to you. If you’re not happy to wait please contact us.
DO YOU NEED MY EMAIL ADDRESS TO PROCESS AN ORDER?
We use your email address to keep you informed about any orders/transactions that you make and to keep you up to date on the order process once an order has been placed. We never give your email address to third parties.
If you have any further questions about the order process please contact us.
DELIVERY
HOW MUCH DO YOU CHARGE FOR DELIVERY?
Delivery costs vary according to products, delivery location, and the delivery timeline selected at checkout. For more information please refer to our Delivery Information.
CAN I CHOOSE MY DELIVERY DATE?
Delivery times vary according to products, delivery location, and the delivery timeline selected at checkout. For more information please refer to our Delivery Information.
HOW LONG WILL MY ORDER TAKE?
Delivery times vary according to products, delivery location, and the delivery timeline selected at checkout. For more information please refer to our Delivery Information.
RETURNS
WHAT IS YOUR RETURNS POLICY?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
HOW DO I RETURN AN ORDER?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
HOW LONG DO I HAVE TO RETURN AN ITEM?
You have up to 28 days to return or exchange a product from the date you received your order, excluding sale items. For sale items, we will be happy to either refund or exchange an item if you change your mind within 14 days of receipt. You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
WHERE DO I RETURN MY ITEMS TO?
Please send all returns to the address given on our Contact page.
WILL POSTAGE COSTS BE REIMBURSED?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
CAN I EXCHANGE ITEMS FOR OTHER ITEMS ON THE SITE?
You can find all the information you need about our Returns Policy here. Please note that not all products may be returnable. Please read all the product information before making your purchase.
WHEN WILL I BE REFUNDED?
It can take up to 14 days, after the product is received by us, to receiving your refund to your Paypal account, OR if earlier, 14 days after the date you provide the evidence that you have returned the product to us, OR If there were no goods supplied, it can take up to 14 days, after the day on which you informed us about your decision to cancel your order, to receiving your refund to your Paypal account. Please refer to our Returns Policy here (insert hyperlink)
I HAVE RECEIVED A GIFT THAT I WANT TO RETURN
If you have received a gift that was purchased from Sable & Black and you would like to return it, please refer to our Returns Policy.
I HAVE RECEIVED A GIFT AND I HAVE A QUESTION
If you have received a gift that was purchased from Sable & Black, and you have a query about it please contact us.
PAYMENT
At present all transactions made through this website are processed via Paypal. For more information about this service please refer to the Paypal website. (Click here to visit the Paypal website)
PRODUCT INFORMATION
You should be able to find all the information you need when you click onto a product that you’re interested in, but if you have any further questions about a product then please contact us.
STOCK AVAILABILITY
WHY ARE OUT OF STOCK PRODUCTS STILL DISPLAYED ONLINE?
We continue to show out of stock products online (which we clearly mark as ‘Out of Stock’) so that you have access to the product details or so that you can buy the product online at a later date once the product is back in stock.
THE ITEM I ORDERED IS OUT OF STOCK
If your item is out of stock but you’ve already paid for it we will inform you as soon as possible. If you’re happy to wait and the item comes back in stock within 28 days, the item will be shipped to you as soon as possible. If you’re not happy to wait, your order will be cancelled and you’ll be refunded. If the item is still not available within 28 days, your order will be cancelled and you’ll be refunded. If you have any questions please contact us.
NAVIGATING THE SITE
I CAN’T FIND A PRODUCT
If you’re looking for a specific item on the website you can search for it by clicking on the magnifying glass that appears at the top of every page and entering in your search term. Otherwise, you can browse by department to find exactly what you’re looking for.
HELP
NO-ONE HAS RESPONDED TO MY ENQUIRY
If you have tried to contact us but haven´t been able to get through, don’t panic, we will get back to you as soon as we possibly can. You can find all the different ways to contact us here.
CONTACT
If you would like to get in touch you can find all the ways to do so here.
CREDIT NOTES
MY CREDIT NOTE ISN’T WORKING
Codes are case sensitive so please check and try again. Alternatively, you can contact us.
CAN I USE MORE THAN ONE CREDIT NOTE IN A SINGLE TRANSACTION?
No, unfortunately you are currently only able to use one Credit Note per transaction.
CAN I RETURN AN ITEM I PURCHASED WITH A CREDIT NOTE?
Yes, you can. However, please note that you will be refunded with another Credit Note. Please see our Returns Policy for more information.
DO CREDIT NOTES HAVE AN EXPIRY DATE?
All Credit Notes are valid for 12 months from the date of issue (not the date they are given to the recipient). The expiry date is clearly marked on each Credit Note. If Credit Notes are not used before the 12 month period expires, the funds on the Credit Note will be lost and will not be redeemable.
CAN A CREDIT NOTE BE RETURNED?
No, Credit Notes can't be returned. Please see our full Terms and Conditions for more information.
CAN I USE MY CREDIT NOTE AS PART PAYMENT TOWARDS AN ORDER ALONGSIDE A PAYPAL PAYMENT?
Yes, you can, but you will need to contact us before placing the order.
IF I PURCHASE AN ITEM THAT IS LESS THAN THE VALUE OF MY CREDIT NOTE, WHAT HAPPENS TO THE REMAINING BALANCE?
We will issue you with a new Credit Note for the remaining balance.
VOUCHER CODES
HOW DO I REDEEM A VOUCHER CODE?
You can redeem a Voucher Code in your ‘Shopping Basket’ on our website. Enter the code into the Voucher Code box at the top of this page. If there’s a special offer online and the items in your basket qualify for that, it will automatically display in your ‘Shopping Basket’ area before you are asked to proceed to checkout.
MY VOUCHER CODE ISN’T WORKING
Voucher codes are case sensitive so please check and try again. Alternatively, you can contact us.
CAN I USE MORE THAN ONE VOUCHER CODE IN A SINGLE TRANSACTION?
No, unfortunately you are currently only able to use one Voucher Code per transaction.
CAN I RETURN AN ITEM I PURCHASED WITH A VOUCHER CODE?
Yes, you can. Please see our Returns Policy for more information.