Returns
& Exchanges
Returns
& Exchanges
& Exchanges
Returns portal below
Returns can be made within 30 days of your purchase date.
TO BE ELIGIBLE FOR A RETURN:
- Products must be returned in the condition in which they were received, unused and in their original packaging (excluding gift wrapping). Jewellery must not be returned worn (except for trying on) if the jewellery has wear and tear markings the return will be rejected.
- Once your return has been approved you can post your return back to the Billie Jo headquarters.
- Items must be shipped within the 30 day return period. Returns shipped after this timeframe will not be accepted and customers will be liable for return shipping costs. Please do not ship your return prior to approval.
- Items marked as 'FINAL SALE' at the time of purchase are not eligible for returns.
- Please include the packing slip or your name/order number. Items sent without any documentation cannot be processed.
- Item(s) must not be personalised.
Return Process
Customers are eligible for one (1) return per order, including store credit re-orders. If an item is eligible for return, you can choose between an exchange or store credit.
Once your return is approved, you can post it back to the Billie Jo headquarters. Allow up to 5 business days (up to 10 business days during sale periods) for our team to process your return after receiving it.
New tracking or store credit details will be sent via email.
Please note, the customer will be responsible for covering the cost of returning the item to our warehouse. Once we receive the returned product and if you are exchanging the product, we will gladly cover the cost to send a new product to you.
FAQs
Exchanges are subject to stock availability.
If the size you are requesting is low in stock or sold out, your return cannot be processed as an exchange.
Stock cannot be held for exchanges, in the event the item requested sells out, you will be issued a store credit (minus shipping fees, shipping protection costs and gift wrapping where applicable). To avoid disappointment we recommend processing and shipping your return to us ASAP.
Allow up to 5 business days for our team to process your return after receiving it.
Instant Exchanges will be shipped immediately. If your return shipment has not been processed as "in transit' by the postal carrier within 7 days then you will be charged.
Items must be returned to us unworn and in their original condition for resale. Any items returned with wear and tear marks or damage will be charged.
Store credits are issued via Gift Card and are valid for 3 years from date of issue. Store credits cannot be refunded for cash.
Allow up to 5 business days for our team to process your return after receiving it.
Please note that a store credit does not include any previous shipping charges, shipping insurance gift wrapping.
Products purchased during sale periods* and products listed in the Sale Collection (unless marked FINAL SALE) can be returned for a size exchange or store credit.
Some products included in the Sale Collection are marked as a FINAL SALE items (this warning is marked on the respective product pages). These products cannot be returned unless deemed faulty.
*Sale Periods include Billie Jo Birthday, Afterpay Day, EOFY, Black Friday, Cyber Monday and Boxing Day.
If you are a Gold Coast local and would like to make an in person return, please lodge a request via our returns portal and choose the "In Person" return method.
Please contact our customer service team at hello@billiejo.com.au of you have a faulty item. Ensure you attached images of the faulty product and a description letting us know what happened. This will help us hugely to process your warranty claim.
Please note this does not include any previous shipping charges, insurance or gift wrapping.
We're only human and mistakes can happen. If you have received an item you didn't order, please contact our customer support team at hello@billiejo.com.au. Please include your order number and images of the item to help us out so we can get you the correct item asap!
Billie Jo offers a 3 month warranty on all products.
Warranty is only valid if it is determined to be defective due to the manufacturing process.
Our warranty does not cover loss, changes in appearance, gradual degradation, damage, and breakage due to wear and tear or improper use or storage of your jewellery.
Replacement or repair is at the sole discretion of Billie Jo.
All International Customers must contact hello@billiejo.com.au to process a return.
Duties, taxes, and VAT are not refunded on international returns.
Please include your Full Name, Order Number and Email Address in your return parcel so we know who you are when we receive it at our HQ.
Please do not ship your return prior to approval.
Please note any international exchange orders or store credit orders will be shipped with AusPost.
Shipping fees and shipping insurance paid at the time of purchase are non-refundable.
The customer is responsible for the cost of returning the item to our warehouse.
Customers may keep the free ring sizer from their order, but all other packaging must be sent back when returning for a store credit. A $5 deduction will be applied for any missing packaging.
If you received a gift-with-purchase during a promotion, it must be returned with the purchased item. Failure to do so will result in a deduction of the gift-with-purchase value from your return.
Billie Jo offers Shipping Protection at checkout, covering parcel loss, damage, and theft. Declining this protection means Billie Jo is not liable for lost, damaged, or stolen items.
We do not offer refunds for change of mind. Exchanges or store credit are available.
If your package is returned to us via Return To Sender the Australia Post return charge of $10 will be forwarded to the customer for payment. Plus a reshipping fee of $8.49 for standard shipping or $11.95 for express shipping.
It is the customers' responsibility to ensure all terms and conditions for returns are read and understood.
Damaged items returned will offer the option to pay for return or be donated.
Exchanges honour the value paid at checkout after discounts, excluding gift wrapping, shipping fees and insurance.
Personalised items are final sale and cannot be returned or exchanged.
