Parcel Protection

At Billy J, we always do our best to ensure your parcel arrives to you safely. For added peace of mind, we offer our customers the option to purchase transit insurance. 

WHAT IS COVERED BY THIS POLICY

Parcel Lost in Transit

If your parcel is not delivered within the time frames specified in our Shipping & Delivery Policy, please contact us at customerservice@billyj.com.au. Our team will then open an investigation with the courier on your behalf. Please be advised, this can take up to 7 business days to be finalised.

Once confirmed by our courier as 'lost in transit', Billy J will replace any items that are still available in the warehouse and credit you for the items we no longer have. Alternatively, a full store credit may be issued.

Please note, we do not offer refunds for parcels lost in transit. This policy offers a replacement of items or a store credit only. 

Parcel Delivered to Incorrect Address

If you believe your order has been delivered incorrectly, please reach out to our team at customerservice@billyj.com.au. We will then open an investigation with the courier on your behalf. Please be advised, this can take up to 7 business days to be finalised.

Should the investigation confirm your order has been delivered to an incorrect address and cannot be retrieved, it may be deemed as a 'missing parcel', and therefore covered under this policy. In such cases, your order will either be replaced (subject to availability of the items), or credited in full. 

Please note, we do not offer refunds for parcels delivered incorrectly. This policy offers a replacement of items or a store credit only. 

NOT COVERED BY THIS POLICY

Customer Provided Incorrect Address

If a customer provides the incorrect address and the parcel is delivered, Billy J is not responsible for recovering the parcel, or providing any reimbursement. Replacements or credits will not be issued under these circumstances.

Stolen

If your parcel is stolen after delivery, Billy J is not responsible for any loss or replacement of items. We would recommend filing a claim with the courier and/or filing a police report.

Please note: All parcels dispatched from Billy J are set to 'safe drop'.

CONTACT

If you have any questions or concerns, please contact our Customer Service team at customerservice@billyj.com.au