Frequently Asked Questions
As discerning shoppers ourselves we totally understand that for new customers, buying sight unseen from a random site on the intenet can be a bit daunting,
Our site is secure, your payments are encrypted, your data is safe, we have high levels of customer service, regular loyal repeat customers and our products are great quality.
Reassured now? No, I probably wouldn't be either! Luckily some of our lovely customers have left reviews you can read on TrustPIlot. - 4.6/5, that may help to reassure you.
We've also tried to answer all the questions that we're asked the most, but if you have an unanswered question contact us directly and we'll try our best to help.
HOW DO I PAY, HOW SOON DO I GET IT, WHAT IF I WANT TO SEND IT BACK?
Payment, Delivery & Returns
I can't use/find the ClearPay option
The ClearPay option is at the bottom of the payment options when you go to checkout.
Typicall the order is cards, paypal and then Clearpay.
The ClearPay option is only available for orders over £45
My discount code isn't working!
There may be a couple of reasons that your discount code is not working.
Expired Code
It may be that the code has run out. They normally last for a short period and run out at midnight, or there are a limited number of codes and they've already been used by others.
Multiple Discounts
Only one discount code can be used per order. This applies to discounts that are automatically applied at checkout.
System Glitch
Sometimes the gremlins like to have a play! If none of the above apply contact us and we'll send you another code.
How long until my order arrives?
That depends and if you order more than one type of product, they may come separately and on different days.
Our Product Estimated Delivery Times page has lots of great information and there should also be an estimated delivery window on the product page.
If your order is urgent, contact us before placing your order as we are able to offer ezpedited delivery for some items for an additional fee.
Can I track my order?
The majority of our orders are now sent out tracked, your delivery confirmation email will contain tracking details.
My order hasn't arrived, despite getting a confirmation
While the majority - 99% of our orders are delivered without issue occasionally orders can go missing in transit.
If your order hasn't arrived 4 days after your delivery notice then contact us so we can investigate and get a replacement out if required.
What happens when orders are damaged?
While our delivery partners are chosen for their level of care and high standards, occasionally items can be damaged in transit.
Damaged items will be replaced or refunded as desired. In order for us to recoup our costs we ask that damages are notified to us within 24 hours of reciept.
What happens if I just change my mind?
Within 24 hours of ordering
Contact us as soon as you know you want to cancel your order. I ff your order has not been processed a full refund will be issued immediately
After 24 hours
The short story is - providing the item was not personalised, is unopened or in its original resaleable state - then yes if when you see the product you no longer want it for whatever reason you can return it for a full refund if you let us know within 14 days of you recieving it.
The long story is here.
WHAT'S IT MADE OF, HOW DO I USE IT, WILL IT FIT
Product Features
How do I know if it will fit in my space?
All our product pages should have the dimensions of the product.
If you've found a page with missing information, we'd appreciate if you'd let us know. (We'll give you 10% of your order if you go ahead and place it!)
I'm a size 14/16 what size hoodie/tee should I order.
All our adult clothing product pages should indicate the fit of the item as well as the link to our adult clothing size guide.
We have several styles of T Shirts and Hoodies, each with a different fit.
Slim
Regular
Retall
Fitted
Girlie
Oversized.
On our standard hoodies and tees I would personally recommend a large or XL, but I like my stuff baggy.
If in doubt contact us directly, particularly if ordering personalised clothing which is non refundable.
My 10 year old is tall for their age? Should I get 10/12
To be on the safe side we'd recommend getting a Small in the adult's rather than the largest in the kids.
If you need a kids design on an adult size contact us and we can arrange it.
The design I love is not in the hoodie/tee/colour/size I want!
Don't worry, contact us, if it's already on a notebook, cup, t shirt, hoodie, phone case, towel or blanket, the likelihood is that we can get you the design you want on the item you want..
THE THINGS YOU REALLY WANT TO ASK!
Burning Questions
Any Eco Credentials?
Our Sustainability Statement is here.
We research and only work with suppliers with demonstrable commitment to sustainable sourcing.
Clothing is sent out plastic free, our standard unisex adult and kids t shirt is 100% organic cotton and Vegan friendly certified.
Our printed materirals - cards, notebooks, jigsaws are made using FSC paper.
Our Mango wood range of hand carved furniture is sustainably sourced.
BlackToMyRoots? Sounds a bit racist??
Guess it depends on your perspective!
Celebrating Blackness doesn't mean being anti anyone else!
We welcome every race and colour at BlackToMyRoots.
Just know that here, alongside all the 'normal' products we have an extensive Afro Centric product selection.
Designed or Sourced specifically to Empower, Uplift, Motivate and celebrate the beauty that is Black, too rarely represented positively in UK retail environments.
What is 'Giving Black'
Can we be friends? Or at least work together?
Collaboration/Partnerships
I think my products would be great in your store, how do I get stocked?
I'd like to open a wholesale account.
Custom/Bespoke Orders
Do you do Bridesmaid/Groomsmen Gifts?
I've got a design I just need it printed on a T Shirt, Hoodie, Card, Cup.....
That's fine, we can print your design on any of our print on demand products
I want to order 10 T Shirts, any discount?
Definitely, fill in our bulk order form and send it to hello@blacktomyroots.co.uk and we will contact you to discuss your requirements further.
Lead time for orders of more than 5 items may be extended.
My child wants a BLM Kid's Birthday Party! Help Me.
Not a problem, complete our BLM Kids Bespoke Birthday form and we'll get back to you to discuss your specific requirements and budget.