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FAQs

HOW LONG IS DELIVERY?
All parcels being sent anywhere in Australia are express posted. Delivery times will depend on your post code and if you fall within the express post network. Delivery is typically 1-2 days but can be longer for remote areas. Please use the link below to check an estimate of your delivery time. Our post code is 4506
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
International parcels are sent either express or regular and you can choose this at checkout. All parcels to NZ are sent express at no extra charge.

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?
 

Unfortunately, once you've placed your order, it is not always possible to amend any details, as our warehouse team will have already started processing your order! Please email the support team at customerservice@billyj.com.au and we will do our best. We do not currently have contact via phone.

If you are unhappy with your purchase once it arrives, you're welcome to email our customer care team who will then advise you on how to return it. Please refer to our returns policy for more information.

HOW DO I RETURN AN ITEM?

To return your garment please fill out the return form provided in your bag and send it back to us within 7 days. More information is provided in the Returns policy

CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?

We are unable to process straight exchanges however if you would like another size or style, please return to us as soon as possible so we can issue you a credit number to purchase another item or size. If you need your new item quickly or are worried your size will sell before the credit is issued, you are welcome to repurchase the item and send the other back for a credit.

DO I PAY POSTAGE ON EXCHANGES?

Yes, $8 postage is payable for exchanges purchased with a credit note.

DO YOU RESTOCK?

We do occasionally re-stock styles upon popular demand. If your size is unavailable in a particular style, we suggest emailing the support team with your request and we will do our best to email you as soon as its back in stock. Please email customerservice@billyj.com.au with a style name, colour and size you are after.

HOW DO I USE A PROMOTIONAL CODE / CREDIT NOTE?

Once you've reached the checkout stage, enter your promotional code into our gift card or discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied! If you are having trouble with your code please email us.

Please note, only one promotion/discount code is redeemable per order.

Credit notes are valid for 6 months

CAN I CANCEL A PREORDER ITEM?

We can cancel a pre-order item however we do not refund in this circumstance. Customers will receive a store credit for the balance of the item. Please note occasionally preorders can arrive later than expected. If you need an item by the expected date please email support to make sure it will arrive on time. We do not refund if preorders arrive later than expected.

Please note also that if you place an order that includes a preorder item, you must wait till the preorder item arrives for your parcel to be sent. If you wish to split your order please contact support and they will let you know if there are any charges (usually a seperate postage fee will be applicable)

WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at customerservice@billyj.com.au

HOW LONG DO I HAVE TO RETURN AN ITEM?

We offer credit notes for items returned within 7-10 days of you receiving your item. International orders are given 3 weeks to return. After this time the item will not be accepted back. There is an exception for people who live remotely.

HOW LONG IS DELIVERY?

Australian orders are shipped with Australia Post! Once your parcel has left our HQ, it will arrive to you in approximately 1-3 business days. Delivery will take an extra day to Western Australia and South Australia or areas outside the express post network. We always attempt to post orders received before 12 noon AEST (Mon-Fri). During busy periods there can sometimes be a delay of 24-48 hours (especially after long weekends and public holidays) but if you require your order to be shipped immediately please email the support team and we will do our best to despatch immediately. Due to the high volume of orders that come through on the weekend, orders placed on Monday typically are sent on  Tuesday

International orders will take between 1-3 weeks. Typically 7-10 days to USA & UK. Typically 3-7 days to NZ.

International express orders will take approximately 3-5 business days

WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?

We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, for Australian orders, Australia Post will leave a card which you just need to take to the nominated Australia Post branch to pick up your parcel. If you want to request a safe drop please add it to the notes section at check out. Please note, if your parcel is safe dropped and goes missing it is not our responsibility. If tracking says it was delivered there is not much we can do so we prefer to have the parcel signed for.

For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.

HOW DO I TRACK MY ORDER?

You will receive an email with a tracking number once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email from Australia Post as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by emailing customerservice@billyj.com.au to receive your tracking number.

To track your order, please go to http://auspost.com.au/track or the website of your national postal service.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?

Once your parcels have left our warehouse they are then property of Australia Post. Billy J is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you.

HOW CAN I PAY FOR MY ONLINE PURCHASES?

You can pay by VISA, MASTERCARD or PAYPAL. AFTERPAY is now also available

WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

Please feel free to email us at customerservice@billyj.com.au.

We are in the office Mon-Fri 10am-5pm AEST. 

HOW DO I KNOW WHAT SIZE I AM?

 

Please refer to this conversion chart when choosing a size. Typically all styles are a standard fit unless otherwise mentioned in the individual listing. Tamika, our in house model, is a typical size small/8AUS and 174 cm tall. We are also happy to assist you if you are still unsure.

AUS
AUS (L) US US (L) UK EUR ITALY JAPAN
6 X SMALL 0-2 X SMALL 6 32 36 5
8 SMALL 4 SMALL 8 34 38 7
10 MED 6 SMALL 10 36 40 9
12 LARGE 8 MED 12 38 42 11
14 X LARGE 10 LARGE 14 40 44 13

 

 GARMENT CARE

If you are unsure of a garments care label, always ‘cold hand wash’ to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If an item is made from viscose, we recommend to avoid washing. An alternative to this would be to cold hand wash or spot clean if possible. You may need to iron this viscose garment back into shape after washing. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.

WEAR AND TEAR

If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange. 

OWNERSHIP AND RISK 

Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.

NEED ANY FURTHER HELP?

The Billy J team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving your goods.

We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us 

Email: customerservice@billyj.com.au