Help and FAQs

If your order has not yet been picked and packed you are able to request a cancellation. You will be issued with a Gift Card for the value of the item/s you would like to cancel. If you have any questions please email our team at customerservice@billyj.com.au.

We will do our best to make any changes to your order before dispatch but unfortunately we cannot guarantee this is possible. Please email us within 1 hour of placing your order to ensure the best chance of our team to make any relevant updates to an item or postal address. There may also be other delays which will prevent us from making amendments in time such as weekends, public holidays and sales periods.

Please note, we cannot make any amendments to international orders at this time (other than address adjustments). We apologise for the inconvenience and hope to be able to offer this in the future. 

In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder. Please email customerservice@billyj.com.au with your name and order number after checking this. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.

You are welcome to choose the 'click & collect' option at checkout, should your address be within the required vicinity. If you are not within the eligible vicinity, please contact our team via customerservice@billyj.com.au and we will do our best to assist you.

Please allow 24 hours for our team to prepare your order prior to collection.

Kindly note, our warehouse is located at 2/32 Hoopers Road, Kunda Park 4556. Our business hours are Monday to Friday 9am-4pm.

Billy J accepts payment via Amex, Visa, Mastercard, PayPal, Afterpay and Zip Pay. Gift Cards/Store Credits can also be used.

Please ensure your item/s align with our return requirements. You can then follow the link below to submit your return, based on your country. At this time we do not offer free returns. 

Please refer to our Returns page. 

At this stage we cannot offer a direct exchange.

You may return eligible full priced items within 14 days of receiving your order for a refund or store credit, provided they meet the conditions detailed in our returns policy. 

For more information please our Returns page. 

We want you to be 100% happy with your order. If you change your mind for any reason, we’ve made it super easy for you to return your order back to us -  

• 14 Day Return Policy: You may return full-priced items within 14 days of receiving your order for a refund or store credit, provided they comply with our return conditions. 

• 28 Day Return Policy: Eligible full-priced items returned within 28 days are eligible for a store credit.  

Please note the following conditions apply:  

• A flat shipping rate of $12 AUD will be deducted from your return total once received and processed.  

• Items must be returned within 14 days of receiving your parcel for a refund or store credit, or within 28 days for a store credit only (whether you are a domestic or international customer). We recommend trying on your items as soon as you receive them to ensure you can return them within the timeframe.  

• Items must be in their original condition: unworn, unwashed, unaltered, and with  all tags attached. Please ensure that returned items are free of makeup, scents, or any signs of wear.  

• Please note due to fast turn around times we do not offer exchanges. 

• All refunds are issued to the payment method used for the order. If a Gift Card/Store Credit was used, the refund will be processed back to the same method.  

• FINAL SALE or 50% OFF - Items marked as ‘Final Sale’ or ‘50% Off’ cannot be returned for a refund, store credit or exchange, unless deemed faulty by Billy J. They are last chance styles that will not be restocked. Any unauthorised Final Sale or 50% Off items which are returned to us will be refused upon delivery and returned to the sender.  

• SALE - Items marked as ‘Sale’ can be returned for store credit only, unless deemed faulty by Billy J.  

Pre-orders: Please note pre-orders cannot be amended or changed. If you placed an order with an in-stock item in the same cart your order will be split into two shipments, therefore you will be charged with an additional shipping fee when the pre-order is available for dispatch. 

Swimwear and Bodysuits – Customers must try on items wearing undergarments. If you wish to return an item, the tags and protective hygiene strip must remain in place. The item will not be accepted if either of these have been removed or altered, or if the item shows signs of wear.

Intimates – For hygiene reasons, underwear and undergarments, including adhesive bra and tape products are not returnable for change of mind/incorrect size. 

Shoes – Please try on shoes for fit on soft surfaces. We will not accept shoes returned with sole markings or scratches. If you have received a shoe box, this must also be returned with the shoes in its original condition.

Earrings – Due to hygiene reasons all earrings are FINAL SALE and cannot be returned, including for change of mind.

Beauty Products – Due to hygiene reasons and general health and safety, we do not accept change of mind return requests on beauty products.

Gift Cards – Gift Cards are non-returnable and cannot be exchanged for cash. They are valid for 3 years from the date of issue and are issued in AUD. Vouchers purchased on our website can be redeemed both online and at our store located at Kawana Shopping World.

Bridesmaid Collection 

We understand shopping for your special day can be difficult, so we are offering an alternate returns policy for our brides. If you purchase 3 or more full priced dresses from our bridal collection (including Mon Cheri, Je'taime, and L'amour) in one transaction, you can return them within 30 days for a full refund to your original payment method if they are unsuitable (excluding postage). If your return falls outside this 30 day period, a store credit will be issued. The 30 day window begins from the date you receive your dresses.

For more information please click here.

If you have any questions regarding your return, please contact customerservice@billyj.com.au.

If your tracking confirms that your return has arrived at our warehouse, please allow up to 5 business days for this to be processed. 

If your return has arrived back to our warehouse and has not been processed within 5 business days, please email us at customerservice@billyj.com.au to help resolve the matter.

If this happens please reach out to us at customerservice@billyj.com.au and we will be able to amend this for you. Gift Cards and Store Credits come with a set expiry date of 3 years from date of issue. 

We process orders on business days, which are Monday to Friday and exclude public holidays in Queensland, Australia. 

Please allow 1-2 business days for your order to be dispatched. Although rare, unexpected delays can occur during peak and sale periods. We truly appreciate your patience and understanding. 

If you are located within Australia, we give Fastway and Australia Post ATL (Authority to Leave). You will receive an option prior to delivery by the postal company if you prefer the item be taken to a local Post Office. Please note, if there is no safe place to leave your parcel the postal company will likely take your parcel to a local Post Office.

All orders shipped via Dragonfly in Australia require a signature upon delivery. If you are unable to sign for your parcel, please contact our team before dispatch and we will request a safe drop delivery. Please be aware that safe drop requests are not guaranteed.

We're sorry to hear you have not received your order. 

Parcels sent with Australia Post can be tracked here.

Alternatively, if your parcel was sent to you by Seko/Dragonfly please click here.

Outside of Australia? We recommend closely monitoring your tracking for updates. Customs delays can add up to 5-10 business days to an order.

Please reach out to our team at customerservice@billyj.com.au if you need any further assistance.

Australia Express Metro: 1-3 business days 
Australia Express Rural: 2-3 business days 
New Zealand Express: 2-3 business days 
International Express: 4-7 business days 

Kindly note, these timeframes are an estimate provided by our couriers and there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Custom delays may also affect shipping timeframes. 

We're sorry to hear! Please email our team at customerservice@billyj.com.au and our team will provide you with information regarding a restock. Final sale and 50% off items are unlikely to be restocked. 

In the unlikely even that your parcel goes missing, we would recommend submitting an enquiry with the courier. If you have purchased Parcel Protection, your parcel may be covered (please refer to our Parcel Protection policy). Please be advised, Billy J Boutique is not liable for lost, stolen or damaged parcels where Parcel Protection has not been purchased.

You can read more about Parcel Protection here. 

Unfortunately we are not able to offer direct purchases at our warehouse. However, you are welcome to use our 'click & collect' service if you're within the eligible area. Simply select this option at checkout.

If you're outside the eligible area, please contact us at customerservice@billyj.com.au and we’ll do our best to assist you.

Our boutique is located in Kawana Shopping World on the Sunshine Coast. 

We are so sorry! We take great care in inspecting all garments upon arrival and before dispatch, but sometimes, despite our best efforts, things can be missed. Please reach out to our team with images of your item at customerservice@billyj.com.au.