CUSTOMER HELP FAQ
- Am I able to change my order once it has been placed?
We do try to process all orders as quickly as possible, however if you have noticed an error with your order due to an incorrect size being ordered or incorrect shipping details, please contact us as soon as possible and we will aim to adjust your order before shipping.
- I'm not sure of my size, do you have a size chart?
We offer size charts for most of our products to help you when making an online purchase. They can be found under information at the bottom of our home page. We do not offer a sizing chart for our Pointe shoes – we strongly recommend visiting a Bloch store to have your shoes fitted before purchasing them online.
- What do I do if I receive an item that is faulty?
In case of an item believed to have a fault, we wish to resolve any issues as soon as possible. You will need to return the item to our PO Box 302 Rosebery NSW 1445. Please include a completed Returns Form and circle the relevant information. Once we receive your return and have inspected the item, if deemed faulty we will process your return with the desired outcome and you will be notified via email.
- I have received an incorrect item in my order, what shall I do?
If you have received an incorrect item, please return the product to us with a completed Returns Form and circle the relevant information. Once we have received your return parcel, we will process your return and send out the correct item as soon as possible.
- There is an item missing from my online order?
If you have received your online order and there is an item missing, please send us a message on our Contact Page to Web Order Enquiry and we will be in contact with you shortly.
- What payment methods can I use to pay for my order?
For online orders we accept credit card payments with Visa or Mastercard and Paypal. For credit card payments over $200 you may be asked to supply identification for the safety of you and your card.
- How do I redeem an online credit or use an online gift voucher?
If you have received an online credit or gift voucher, you will have a unique voucher code. To redeem, simply enter the code exactly how it appears into the window provided at checkout and click 'ok' to apply the voucher.
- I have placed an order, when will the payment be processed?
Once you have placed your order you will receive a confirmation email showing the invoice details. We do not process payments until all products in your order are confirmed as in stock. The payment will then be manually processed and you will receive a shipped notification.
- Can I use a PO Box as a shipping address?
We use Star Track courier as our delivery method, not all drivers have access to PO Boxes. We do recommend a residential or business address for your goods to be shipped. If the driver does not have access to the PO Box it will be taken to the post office.
- I have just placed an order online, how long will delivery take?
Thank you for placing your order online, Bloch will dispatch goods within 3-5 working days of you placing your order. Delivery will take approximately 2-3 working days from date of dispatch depending on delivery address.
- Can I track my order?
Yes you can! Once your order has been shipped you will receive tracking details for your parcel via email. A link will be attached for you to easily divert to the Star Track Track and Trace Page where you need to enter your consignment number. Once you have entered your tracking number, multiple consignments may come up so please ensure that you select the parcel that corresponds to your suburb.
- Do you offer Express Post?
We do not currently offer express post as a shipping option.
Star Track is our preferred method of delivery which offers a safe, fast and reliable service.
If you have any concerns with delivery times, please contact us.
- Can I specify to have my parcel left if I'm not home?
You can add a comment to your order under the address stage when you check out. If you wish for your parcel to be left at the front door or a secure place please specify. If no delivery instructions are left and you are not home at the time of attempted delivery, a card will be left by the driver and will be taken to the nearest post office or Star Track depot awaiting collection. Parcels are usually held up to 10 days, so please be sure to collect your parcel or it will be returned to us. We will contact you to let you know of a returned parcel and payment for re-delivery will need to be organised.
- Tracking for my parcel states delivered but I have not received my parcel, what do I do?
If you have tracked your parcel online with Star Track and it states that your parcel has been delivered but you have not received your parcel you will need to lodge an enquiry with Star Track. You can find their contact details on their website.
- How do I make a return?
If you wish to make a return from an online order, please include a completed Returns Form with the relevant information circled. Our return address is specified on our returns form. Please ensure that your return meets all the criteria mentioned in our returns policy.
- Can I get a refund?
We offer a refund or credit note for the product price if it was purchased online at full price. The item will need to be returned within 14 days, in the original packaging and condition. For a full overview please visit our Returns Policy Page found under information at the bottom of the homepage.
- Can I return a sale item?
We do not accept returns of sale items purchased online, please be sure when making your purchase.
- Can I return or exchange an online item in a Bloch store?
Bloch does not currently offer this facility. Returned items must be sent to PO Box 302 Rosebery NSW 1445 with a Returns Form.