Help and FAQs

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

Please check whether you entered the correct email address when placing your order or whether the confirmation email was sent to your spam folder. If you still require assistance, please email customerservice@billyj.com.au with your name and order number. Our team will endeavour to resolve this for you as soon as possible to ensure you receive your confirmation email and all tracking updates. 

If your post-code is within the vicinity of our warehouse located at 1/32 Hoopers Road, Kunda Park QLD 4556, we offer the option to pick up your order from our warehouse. Please email our customer service team at customerservice@billyj.com.au to arrange a time to collect your parcel. You will need to include your order number and name. Our business hours are 9am to 4pm, Monday to Friday. Please note that the click & collect option may not be available during peak sales or promotional periods.

We accept payment via payment gateways such as Amex, Afterpay, MasterCard, PayPal, Zip Pay and VISA. Gift Cards and Store Credits issued by Billy J can also be used.

Please refer to our Returns and Refunds Policy. We offer ‘change of mind’ returns for items that align with our return requirements.

For online returns, please initiate a return through our returns portal accessible via our Returns and Refunds Policy. For in-store returns, please return any items to the Billy J branded store from which the items were purchased. 

Your ‘change of mind’ rights do not affect your rights under the Australian Consumer Law, and you have consumer guarantees that cannot be limited by us. If your item is not of acceptable quality, is not fit for its intended purpose or is different from its description or sample, then you may be eligible for a refund, exchange or compensation for any drop in value of the item you purchased (if you choose to keep it). Please refer to our Returns and Refunds Policy for further details on returning faulty products. 

Due to the fast turnover of our product styles, we are unable to facilitate exchanges on returns. 

Please refer to our Returns and Refunds Policy. 
You may return eligible full priced items within 7 days of receiving your order for a refund, provided they meet the conditions detailed in our Returns and Refunds Policy. 

Please refer to our Returns and Refunds Policy. 

We want you to be 100% happy with your order. If you change your mind, we’ve made it super easy for you to return your order back to us. Our standard return options are set out below and are subject to the return criteria detailed in our Returns and Refunds Policy. 

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

If your tracking confirms that your return has arrived at our warehouse, please allow up to 5 business days for your return to be processed. While we always endeavour to process your return in a timely manner, delays to return processing may be experienced during busy sale and promotional periods due to higher volumes, during public holidays or if the item requires further inspection. You will receive an email notification of the status of your return once finalised.
If you have any questions regarding the processing of your return, please contact our team via customerservice@billyj.com.au.

Gift Cards and Store Credits come with a set expiry date of 3 years from the date of issue. 

Please refer to our Shipping & Delivery Policy. 
We want you to enjoy your Billy J purchase(s) as quickly as possible.
All orders will be processed and prepared for shipping within 1 to 2 business days. For orders placed during weekends or on public holidays, the process will start on the next business day. 
Please reach out to our team at customerservice@billyj.com.au if you need any further assistance.

All parcels are given ‘authority to leave’. This means that the courier can leave a parcel at your designated address if nobody is available to collect it. The courier will only do so if there is a safe place to leave the parcel at your designated address, otherwise it will be redirected to the nearest post office for collection.

All orders are provided with a confirmation email and tracking number once shipped. This can be used to monitor the location and status of your order and the progress of your overall shipment. Please be aware that it can take some days for tracking information to become available after we ship your order. 
Please reach out to our team at customerservice@billyj.com.au if you need any further assistance.

Our estimated shipping times are set out in our Shipping & Delivery Policy. 
Although we try to ensure that every order arrives on time, it is possible that delays can occur because of factors beyond our control, including peak sales or promotional periods, extreme weather conditions, holiday periods or courier-related issues, such as personnel shortages. If your order is delayed, please contact us at customerservice@billyj.com.au and we will assist you in resolving the delay as soon as possible. 

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. 

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.

You can read more about Parcel Protection here. 

Unfortunately, we cannot offer direct purchases at our warehouse. However, you are welcome to use our 'click & collect' service if you are within the eligible area. Simply select this option at checkout. Please note that the click & collect option may not be available during peak sales or promotional periods. 
If you are outside the eligible area, please contact us at customerservice@billyj.com.au and we’ll do our best to assist you.

Please refer to our Returns and Refunds Policy for further details on returning faulty products. 
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 at customerservice@billyj.com.au for further assistance.