FAQ

1. What is Black Ocean?
Black Ocean is a global online store offering premium cosmetics and everyday general products
sourced directly from trusted brands and authorised distributors. We ship worldwide so customers
can enjoy quality products at fair prices.

2. Are the products authentic?
Yes. All products sold on Black Ocean are 100% authentic and purchased directly from authorised
brands, manufacturers, and trusted distributors.

3. Do you ship internationally?
Absolutely! We ship to the USA, Canada, UK, Australia, Europe, the Middle East, and many more
countries worldwide.

4. How long does delivery take?
Delivery times vary by country and shipping method.
Typically:
• USA/Canada/UK: 7–12 business days
• Europe: 7–14 business days
• Australia: 10–15 business days
• Middle East: 6–10 business days
Customs delays may occur depending on your country.

5. How much does shipping cost?
Shipping charges depend on your location, weight of your order, and chosen delivery speed. The
exact cost will be shown at checkout before payment.

6. Do I have to pay customs or import duties?
Some countries may charge customs duties or taxes. These charges are not controlled by Black Ocean
and must be paid by the customer if applicable.

7. What payment methods do you accept?
We accept major credit/debit cards, international payment gateways, and other options depending
on your region. All payments are processed securely through Shopify.

8. Can I cancel or change my order?
Orders can be cancelled or modified only before they are processed or shipped. Once the order is
dispatched, we are unable to cancel it.
Contact us immediately at care@blackocean.com if you need assistance.

9. What is your return policy?
We accept returns only in accordance with our Refund & Return Policy (usually for damaged,
defective, or incorrect items).
For hygiene and safety reasons, certain cosmetic items may not be eligible for return once opened.

10. What if I receive a damaged or wrong product?
If your order arrives damaged or incorrect, please contact us within 48 hours with:
• Order number
• Photos of the product
• Photos of the packaging
We will resolve it as quickly as possible.

11. Are my payment and personal details safe?
Yes. Black Ocean uses Shopify’s secure checkout and encryption technology to protect your personal
data and payment information.

12. How can I track my order?

Once your order is shipped, you will receive a tracking link via email. You can track your order in real-
time until it reaches your doorstep.

13. Do you offer discounts or promotions?
Yes! We frequently run deals and special offers.
Join our newsletter or follow us on social media to stay updated.

14. How can I contact customer support?
You can reach us anytime at:
care@blackocean.watch