Please Note: Any purchases made during our sales period cannot be repurchased for the same sale price if returned for incorrect size/change of mind reasonings.
RETURNS POLICY & INFORMATION
We want you to be completely satisfied with your online purchase. If you change your mind, you will be able to return any full priced item/s for a store credit (with exception for our bridesmaids policy), subject to the following conditions
- Items must be returned within 30 days of receiving your parcel for International and Domestic 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.
Please note: All sale items from our sale collection are tagged as "Final Sale" and are not eligible for a return or exchange. Please note that all items marked down in price are classified as "Final sale". However, faulty items deemed faulty by our team, can be returned once our customer service team have been notified. Please note this is communicated across multiple touchpoints on our site including the item listing, checkout, and on your confirmation email. Please note, a $10.00 shipping fee will occur if any sale items are returned without prior approval. If you believe your item may be faulty, please contact our team at firstname.lastname@example.org
- 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 World.
Online purchases cannot be returned in-store and must be posted back per the above criteria.
Please note due to fast turn around times we do not offer exchanges, you will be provided with a store credit via email to re order your required size/alternate item
We understand purchasing for your special day can be difficult so we are offering an alternate returns policy for our brides. If you have purchased 3 or more of any dress from our bridal collection (inclusive of Mon Cheri, Je'taime and L'amour) in one transaction, you will be eligible to return these dresses for a full refund should they not suit (postage not included). This is a strict 30 day policy for residents in Australia and for International orders. If your items arrive outside this time frame a credit will be issued. The timeframe begins from when you receive the dresses. Please contact our customer service team should you wish to lodge a return for a refund email@example.com
For more information regarding our refund policy click HERE.
If you have any further queries regarding your return, please contact firstname.lastname@example.org
New Zealand Customers:
** Please note: a flat shipping rate of $25 AUD will be deducted from your store credit once received and processed **
United States, United Kingdom & Canada Customers:
** Please note: a flat shipping rate of $35 AUD will be deducted from your store credit once received and processed **
Other International Customers:
How do I return an item? +
It is important that all returned items are in line with our Returns Policy. Note that return postage will be at the expense of the customer.
If you are an Australian Customer and wish to return an item, please click HERE and follow the prompts. Once you have completed the above prompts and have purchased and printed a returns label, please include your invoice with the item(s) you are returning neatly packaged. You will need to purchase a returns label from your local post office. Please note that returns from different orders cannot be processed together but can be mailed out together.
If you are an International Customer, please follow the steps above to return. You will need to purchase a returns label from your local post office.
We endeavor to process returns as soon as they are received but please allow up to 7 business days for returns to be processed. You will receive email notification of the status of your return once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned.
What if my item is faulty? +
We're so sorry if an item you received is not in perfect condition. Please email us at email@example.com so we can resolve this for you. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back. Please note if more than the faulty item is returned within the same parcel we will be unable to compensate return postage. Return postage will be reimbursed up to the value of $9.60 for Domestic customers, up to $12.50 for New Zealand customers and $25.00 for all other International customers.
What if I receive an incorrect item? +
If you have received an item you did not order, please email us at firstname.lastname@example.org along with your order number, providing as much detail as possible so that we can resolve this for you.
How will my return be processed? +
Upon receipt of the item/s, they will be checked to make sure they meet the conditions above and once cleared, you will be emailed a credit note for the purchase price (excluding original shipping cost and discounts) directly to the original email used for your purchase.
We endeavour to process returns as soon as they are received but please allow up to 7 business days for it to be processed. You will receive email notification with your Gift Card once finalised. We cannot process returns until your item(s) have physically reached our returns department. We recommend keeping a copy of your tracking number as we will not be responsible for parcels lost in transit.
Purchases made using AFTERPAY or ZIPPAY follow the same return conditions. You will be issued a credit note upon receiving your items. Continue to pay your balance off in the normal payment schedule to Afterpay or Zippay. Your Billy J credit will be available to be used immediately. We cannot cancel AFTERPAY or ZIPPAY payments if you choose to send back your order.
Can I get a refund? +
For information regarding our refund policy click HERE.
Can I exchange an item? +
Unfortunately, due to the fast turnover of styles we do not offer exchanges. If you would like a different size or item, we recommend you use your online credit to purchase an alternative size / product.
Do I have to pay for shipping my return? +
International and Domestic customers will need to cover the cost of their return.
A note for our Domestic customers: For your convenience we have a negotiated flat returns rate of $9.60 per parcel with Australia Post to send your parcel back to us. Though this is done through a Billy J portal offered to our customers, this amount will have to be paid by you directly to Australia Post. For any queries regarding sending your parcel back, please speak directly to Australia Post. Please note: Subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please ship the items separately as we are not responsible to pay duties to receive the goods. If there is a charge it may be deducted from your final credit.
Please note US, CAD and UK customers: a flat shipping rate of $35 will be deducted from your store credit once received and processed.
Please note NZ customers: a flat shipping rate of $25 AUD will be deducted from your store credit once received and processed.
Have you received my return?
If you have not received your credit within 7 days of sending your return back, please follow these steps:
- Enter your tracking number on the Aus Post or your courier of choice website. https://auspost.com.au/parcels-mail/track.html#/track
- If your tracking confirms that it has arrived, please allow up to 7 business days for your return to be processed and credit to be issued.
- Your store credit will be emailed to the nominated email address that is linked to your customer account.
- Be sure to check your junk / spam folder.
- If it still isn’t there, please email us at email@example.com to help resolve the matter.
Where do I send my return? +
BILLY J RETURNS DEPARTMENT
1/32 Hoopers Road
Kunda Park, QLD