Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?



What’s In The Black about?

In the Black is a shared Black-led marketplace created by the San Francisco Housing Development Corporate (SFHDC) with support from the Dream Keeper Initiative and the San Francisco Office of Economic & Workforce Development. In The Black provides accessible retail space for Black entrepreneurs as well as wrap-around support through grants and technical assistance. With a 10 year lease, this is also a place keeping initiative to hold space for Black people in the Fillmore neighborhood. 

What’s a shared marketplace?

It is a multi-brand space all under one roof. In this shared market place you can shop from over a dozen Black-owned businesses ranging from clothing to beauty, CPG food products, and more. In the space, we have spaces dedicated to each business so you can shop their offering and also learn more about the entrepreneur and their path to starting their business.

How is this different from other types of retail?

This is different from traditional retail models because it allows for greater access for emerging and growing businesses. Rather than each business individually finding a space, negotiating a commercial lease, building out the space, and hiring staff we, in this model we pool resources to make physical retail more accessible. This allows entrepreneurs to expand their businesses without as many of the associated risks and intensive capital. For you as a patron, it means you get to shop multiple stores all in one foot print and support Black businesses under one roof.

I want to help support In The Black, what are the ways to do that?

Great question! There are many ways to support In The Black. Here are some ways you can support us:

Shop with us! By shopping with us in-store and online you generate revenue for Black-owned businesses that goes right into their pocket. You can also encourage other people to shop at In The Black or give gift cards to family and friends to get them in the door. 

You can donate directly to SFHDC, a 501c3 nonprofit organization that has built and continues to support the In The Black shop. Your donation helps to support this project and other initiatives like this to support Black communities in San Francisco 

If you can’t support us financially, there are still many things you can do to show your support. Sign up for our newsletter, follow us on Instagram, and share our events, opportunities, and sales with your network. 

Does your company do Holiday gifts? Recommend In The Black for corporate gifting, we can create a customized gift box or provide gift cards for corporate gifting needs.

Can In The Black supply gifts, vendors, etc for my event?

Yes, we have a corporate gifting program and would love to help! Use the contact form to let us know what you’re looking for and someone will get back to you within 48 hours.  

Orders & Shipping

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

When can I expect my order to ship? 

If you select shipping for your order, it will pack and ship within 2-3 days. If you need an item more swiftly, please email us as soon as possible and we’ll work to expedite your order (there may be additional shipping fees associated).  If you order a pre-order item, you’ll receive an estimated delivery date within 48 hours of placing your order.

How does in-store pick-up work? 

If you select in-store pick-up, your order will be ready for pickup within 4 hours. You can come and pick up your order during our normal business hours. We ask that in-store pick-up orders are collected within 10 days.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information.

Do you ship overseas?

No, unfortunately, at this time we only ship domestically but hope to expand our shipping area soon.

How do gift cards work?

You can select physical or electronic gift cards. Both physical or electronic gift cards can be used both in-store and online.  If you select a physical gift card, a card will be shipped within 2-3 days. If you select an electronic gift card, a gift card will be emailed to the recipient within the hour.  Gift cards do not expire and can be reloaded.


Can I cancel my order?

We completely get it, we change our minds too! While we wish we could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Can I return the items?

We do not offer refunds or exchanges on items such as beauty or food items for safety reasons. For other items such as clothing, jewelry, etc, we do not offer refunds however we do offer exchanges of products that are in sellable, unworn condition with tags attached, and the original receipt within 15 days. We are unable to accept exchanges on items that are damaged, worn, or otherwise in a condition rendering them unsellable.

A product I purchased is defective, what do I do?

Please let us know as soon as possible and we’ll work with you to try to find a remedy. If you do have a defect item please email us a photo and a description of the issue within 48 hours of purchase.

If I purchased online, can I exchange it in the store, and vice versa?

Yes! We can offer exchanges of products online and instore. Please note, not everything online is available online and vice versa so please let us know if you’re looking for a particular item in a different size/color and we can help track that down for you.

Get in touch

Have questions about your order, or a general enquiry?