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. Please email firstname.lastname@example.org prior to making your return, we will address your concerns in a sensitive and timely manner.
- I have received an incorrect item in my order, what shall I do?
If you have received an incorrect item, please email email@example.com your order number, order name and the item that was received incorrectly and we will endeavour to rectify this for you 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 email firstname.lastname@example.org your order number, order name and the item that was missing from your order and we will get back to you as soon as possible.
- 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?
All parcels will default to a signature on delivery with authority to leave. A signature will be captured if the customer is home. If not, the customers of freestanding residences who have a safe place to leave the parcel will have their parcel delivered. If the driver does not feel that there is a safe place to leave the parcel, the delivery will be carded and taken to the nearest Post Office to await collection. If you do not wish to have the parcel left in a safe place, please leave a comment in the field provided throughout the checkout process.
- 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 completed. Our return address is specified on our returns form. Please ensure that your return meets all the criteria mentioned in our returns policy.
- How does an online credit work?
If you have made an online purchase and wish to exchange the size/item, we would recommend requesting an Online Credit. Once we receive the return and the item meets the policy requirements, a voucher code will be sent via email so that you may go back online and make a new purchase. To share the cost of online delivery, Bloch will cover the cost of standard eParcel on your new order. This is available for eParcel only. If you select StarTrack through checkout, once we receive your order we will be in touch to arrange the additional delivery charge.
- 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.