Help and FAQs

Orders & Payments

Can I cancel my order? +

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. As this is change of mind we cannot offer a refund. This policy also applies to pre-order items. If you have any questions about pre-ordering an item or cancelling your pre-order, please email our team at customerservice@billyj.com.au.

Can I make an amendment to my order? +

We will do our best to make any changes to your order before dispatch. 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. (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but are not limited to peak periods, such as public holidays, sales and spring racing season may prevent us from making amendments in time.

I just placed an order, where is my email confirmation? +

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.

Can I purchase/pick up items from your warehouse? +

Absolutely, simply email customerservice@billyj.com.au with your name and order number. Our dispatch team will respond with an appropriate time to collect. If you have payed a postage fee this will be refunded once your parcel is collected. Unfortunately as we are a warehouse you will not be able to come in and shop or try items on. We hope to soon offer a show room so keep an eye out!

What are your payment options? +

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

Returns/Credit Notes

How do I make a return? +

First thing is to ensure your return falls inline with our return requirements. You can then follow the link below to purchase and print a returns label and dispatch your order within 14 business days of receiving it (21 if you are international or rural). If you are international, you will need to take your return to a local post office and dispatch from there. At this time we do not offer free returns. 

Refer to our Returns page

Do you offer exchanges? +

At this stage we cannot offer a straight exchange, but, you can send your item back for a store credit to then re purchase the correct size.

Do you offer refunds? +

We unfortunately do not provide refunds (see the link below for our criteria on accepting refunds). For more information please our Returns page. 

What is your returns policy? +

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll gladly accept a return of any full priced or most sale items for a STORE CREDIT, subject to the following conditions:

- Any items 50% off the RRP or more are FINAL SALE and cannot be returned. However faulty items can be returned once Customer Service has been emailed.

- Items must be returned within 14 days of receiving your parcel. This is extended to 21 days for International customers. We suggest that all items are tried on as soon as they are received to ensure you are able to return items within the timeframe.

- Items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached, void of any make up or odours / scents.

Swimwear and Intimates – 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.

- 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, even 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 may not be returned or exchanged for cash and are valid for 3 years from the date of issue. All vouchers purchased on our website can be redeemed on our website as well as our store at Kawana Shopping.

- Unfortunately online purchases cannot be returned in-store.

For more information please click HERE

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

Why have I not received my gift card yet? +

This could mean your return has not yet been processed. Follow your tracking number via the link below! If your parcel has been received allow 1-5 business days for this to be processed. Our girls are working super hard to have all returns processed sooner than later. https://auspost.com.au/mypost/track/#/search

Alternatively if it has been received it is possible your email was not linked to the credit note or simply that the email address provided was incorrect. Email customerservice@billyj.com.au and our team will amend this for you.

My credit note/gift card has expired. +

If this happens please reach out to us at customerservice@billyj.com.au we will be able to amend this for you. Gift cards and Credit notes come with a set expiry date of 3 years from date of issue, you will be able to locate this on the gift card at the top left hand corner.

Why have I received a gift card? +

You have received a gift card/credit note because you have returned something, at this time we do not offer refunds unless your item is deemed with a major manufacturing fault by out suppliers.

Delivery & Shipping

Has my order been dispatched? +

We process orders on business days, which are Monday to Friday and exclude public holidays in Queensland, Australia. If you purchase any of the items on a non-business day, we will process the purchase on the next business day. Please note: Mondays orders will be dispatched on Tuesdays. 

Please allow 24-48 hours to dispatch your order. Most orders placed before 1pm will be sent the same day, however, there can be unexpected delays, especially in peak periods or after sales so your patience and understanding is appreciated.

If I am not home to sign for my parcel will it be delivered? +

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.

If you are international you will need to sign for your parcel, unless you give your countries postal service ALT (Authority to Leave).

My parcel hasn't reached me? +

It can be quite frustrating when you're counting on an expected arrival date and your parcel has still not arrived. Within Australia? Keep a close eye on your tracking as 3 business days may be added to the original arrival date, Australia Posts and Fastway rules not ours*

You will be able to track your parcels via: https://auspost.com.au/mypost/track/#/search

Alternatively, if your parcel was sent to you by Fastway follow the link below (QLD Metro Areas):
https://www.fastway.com.au/tools/track/

Outside of Australia? Again we advise keeping a close eye on the tracking we provide but it is also a good idea to put your tracking into your countries postal service link to receive faster updates. It is worth noting that customs delays can add up to 5-10 business days to a standard or express post order so please allow for this. But of course reach out with any queries at any time!

How long until my delivery reaches me? +

Australia Express Metro: 1-2 business days
Australia Express Rural: 2-3 business days
New Zealand Express: 2-3 business days
International Express: 3-5 business days
International Standard: 7-10 business days.

Please note that these time frames are an estimate provided by a postal company, there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Customs may also add a day or so while your parcel is waiting to be cleared.

An item I want to purchase is sold out? +

Missed out on purchasing your favourite item? Email our team at customerservice@billyj.com.au and our will provide you with infomration regarding a restock and whether or not there is an ETA. Sold out and on sale? It is likely that this will not be coming back, but again reach out to our team and enquire.

I think my parcel is lost! +

It can be common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is opening a case with Australia post/Aramex or DHL. Once you have done so forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed. If you have purchased transit cover your parcel may be covered (refer to transit cover policy and procedure). If it is we will need to wait for the case to be closed prior to sending off a replacement if possible. If you have not opted for transit cover, you may not be covered and we will not be able to absorb the costs.

What is Transit cover? +

It is a little protection we offer customers in the unlikely event that a parcel is damaged or goes missing in transit. If this happens a case will be opened by ourselves with the postal service used to deliver your parcel (Australia Post or Fastway). Please note, if you are located internationally you will need to lodge a case also and forward us your case number to communicate to Australia Post.
Once a case is closed and an outcome is provided by Australia Post you may be compensated/have the option or a replacement or refund. Terms and conditions apply. Follow the link below for full details of what is and is not covered: https://billyj.com.au/products/transit-insurance?_pos=1&_sid=65dc876d6&_ss=r

Why do I have to pay to make a return? +

As we continue to grow we hope to offer customers the option of free returns, at this time however it is the customers responsibility to cover the cost of return. For Australian Residence you will be able to head over to our returns page and create a returns label for a flat rate of $9.20 regardless of weight or size of the parcel.

General Enquiries

Can I purchase items from your warehouse? +

You may certainly place an order online and collect it from us. Simply email customerservice@billyj.com.au with your name and order number, our team in warehouse will respond with an appropriate time to collect. If you have paid a postage fee this will be refunded once your parcel is collected. Unfortunately as we are a warehouse you will not be able to come in and shop or try items on. We hope to soon offer a show room so keep an eye out!

I have received a faulty item. +

We are so sorry! We do our best to check over all garments upon arrival and prior to dispatch but sometimes things are missed. Please email images of the damage to our team at customerservice@billyj.com.au, you may also return the items along with a completed returns form explaining the outcome you would prefer, refund, credit note or replacement.

Our returns department will take your request into consideration but will need to follow the required steps in processing this.

If your item is deemed with a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund. For items that have minor faults such as loose threads, a loose button or something that can easily be mended you will receive a credit note or option of replacement.