Parcel Protection

At Billy J we always do our best to ensure your parcel arrives to you safely, but just incase we can now offer our customers transit insurance for your piece of mind.

WHAT IS COVERED BY THIS POLICY

Parcels lost in transit

If your parcel is not delivered within the normal time frames specified by Australia Post, Seko/Dragonfly or DHL please contact customer service team and we will open an investigation on your behalf. Once the investigation is closed (can take up to 7 business days) we will consider this a "missing parcel." Billy J will replace any items that are still available in the warehouse and credit you for the items we no longer have. Please note we DO NOT refund. This policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.

Parcel delivered to incorrect address

If your parcels tracking says it has been delivered to the incorrect address and we are unable to retrieve the parcel, we will deem this as a "missing parcel" and you will be covered by this policy. Items will be credited or replaced if available. No refund will be given. 

Parcel damaged in transit

Should your parcel arrive and be damaged in any way by the carrier we will replace the items if available. Should we not have the item available we will refund you for the item. You will need to contact customer service to arrange to send your parcel back to be assessed by the Returns Department who will make a decision in regards to your case.

NOT COVERED BY THIS POLICY

Customer has provided incorrect address

If the customer provides the incorrect address and the parcel is delivered we will not be responsible to recover this item or pay any damages/offer replacements. This is NOT covered by the policy

Parcel safe dropped and stolen

If your parcel is Safe Dropped then stolen from the premises we will NOT be responsible for any damages or replacements of items. You will receive a text message in which you can choose to have your parcel left at your address should you not be home. If you are unsure if your parcel will be safe left at your address please always opt to have a signature on delivery or have it taken to your nearest post office. Please note: All parcels dispatched from Billy J are set to Safe Drop should you not reply to the text message.

CONTACT

Any questions please contact our Customer Service Team on customerservice@billyj.com.au