RETURNS PORTAL
You have 30 days from your purchase date to exchange or return your item for store credit. Items must be unworn, in new condition, and in original packaging.
Start your return through our online returns portal. Please read the terms below before submitting.
Allow up to 5 business days for our team to process your return after receiving it.
RETURN & EXCHANGE POLICY
BEFORE YOU RETURN YOUR ITEM(S):
- Items must be unused, in original condition, and sent back in original packaging (excluding gift wrap).
- Jewellery can only be tried on - any wear and tear will void the return.
- Items marked FINAL SALE (including earrings) are not eligible.
- Personalised items cannot be returned.
- Returns must include your packing slip or name + order number.
- Items must be shipped within 30 days of purchase.
Do not post your return before it’s approved. Allow up to 5 business days for our team to process your return after receiving it.
RETURN & EXCHANGE INFO:
It is the customers' responsibility to ensure all terms and conditions for returns are read and understood.
All returns & exchanges honour the value paid at checkout after discounts, excluding gift wrapping, shipping fees and insurance.
EXCHANGES
You can exchange for the same item in a different size or swap it for a different style. If there’s a price difference, you’ll either be charged or issued store credit.
Exchanges are based on stock availability. If the size you’re requesting is sold out, we suggesting opting for a store credit.
Unfortunately we can’t hold stock for exchanges. If the item sells out before your return arrives, you’ll be issued store credit (minus shipping, shipping protection, and gift wrap costs, if applicable).
To avoid missing out, we recommend sending your return as soon as possible.
INSTANT EXCHANGES
As soon as you lodge an instant exchange, your replacement item will be shipped within 24 hours Monday - Friday.
You’ll then have 7 days to send your return. If your return isn’t scanned as “in transit” by the postal carrier within that timeframe, you’ll be charged for the item(s).
All returned items must be unworn, undamaged, and in original condition. If your return shows signs of wear or damage, you’ll be charged for the item(s).
STORE CREDIT
Store credits are issued as a electronic gift card and are valid for 3 years from the date of issue. They cannot be refunded for cash.
Please note: store credit excludes original shipping fees, shipping protection, and gift wrap costs.
REFUNDS
We do not offer refunds for change of mind due to the handmade nature of our jewellery.
Each piece is made in small batches with care, so we ask that you choose carefully before placing your order. If you change your mind, you're welcome to request an exchange or store credit, provided your item meets our return conditions.
If your item arrives damaged or faulty, please lodge a return request through our returns portal and select the reason as "damaged item" so our team can assist you promptly.
STAINLESS STEEL 316L WARRANTY
Our 1 Year Warranty
We stand behind every piece of stainless steel 316L we make. If something's not right, we'll make it right. Here's exactly what's covered.
Silver steel: tarnish and rust, covered
Our silver 316L is solid surgical-grade steel through and through, so it shouldn't tarnish, rust, or discolour, full stop. If it does under normal wear within 12 months, send us a photo and we'll replace it. Simple.
Gold steel: 1 year colour guarantee
Our gold pieces are 316L infused with 18k gold. We back the finish for 12 months against flaking, peeling, or failing before its time. If the colour gives out early under normal wear, we've got you.
What this doesn't cover is gradual fade. Gold is a finish over steel, so a little softening of colour over years of daily wear is normal, not a fault. Treat your gold pieces the way the care guide says and they'll go the distance.
Manufacturing defects
Faulty clasp, dodgy link, anything that left us not up to standard? Tell us within 7 days of delivery with a photo and we'll sort a replacement, no drama.
What's not covered
Scratches, dents, bent or snapped pieces, and everyday wear and tear are part of life, not faults. Same goes for damage from bleach, chlorine, chemicals, or skipping the care guide. Look after it and you'll never need this section.
How to claim
Email hello@billiejo.com.au with your order number and a couple of clear photos. We'll take it from there.
STAINLESS STEEL 316L TERMS & CONDITIONS
The fine print, minus the boring bits
Our stainless steel 316L is built to last, but a few things are worth knowing before you buy. Here's the deal, straight up.
What you're getting
Every silver steel piece is solid 316L surgical-grade stainless steel, all the way through. Tough, hypoallergenic, and it won't tarnish, rust, or turn your skin green. Wear it in the shower, the surf, the gym, wherever. It can handle it.
Our gold steel is that same 316L core, infused with 18k gold for a finish that's built to hold. Real gold, real steel. The colour is a coating rather than solid through, so a bit of care keeps it sharp for the long haul.
The warranty
We back our silver 316L against tarnishing and rust. If a piece does either under normal wear, send us a photo at hello@billiejo.com.au and we'll sort you out.
Gold steel is different. Because the colour is a finish over the steel, gradual fading from wear, water, and time is normal and isn't covered. Treat your gold pieces the way the care guide says and they'll stay sharp.
Defects
If something turns up faulty or not right, tell us within 7 days of delivery with a photo or two. We'll replace it, no drama.
What's not covered
Scratches, dents, bent links, snapped chains, and general wear and tear are part of life, not faults. Same goes for damage from chemicals, bleach, chlorine, or skipping the care guide. Look after it and you won't have to test this part.
Care is on you
A bit of care goes a long way. Check the stainless steel care guide for the full rundown. Treat your pieces right and they'll go the distance.
For returns and exchanges, head to our returns page.
925 STERLING SILVER WARRANTY
Our 1 Year Warranty
We stand behind every piece of 925 sterling silver we make. If something's not right, we'll make it right. Here's exactly what's covered.
Solid silver, all the way through
Our sterling silver is solid 925, not plated, not coated, the real thing. That means it won't flake, peel, or wear thin, because there's no finish to wear off. It'll tarnish over time, but that's not a fault, that's silver doing what silver does. A quick polish brings it straight back.
Manufacturing defects
Faulty clasp, dodgy link, a stone that won't sit, anything that left us not up to standard? Send us a photo within 12 months and we'll repair or replace it. Simple.
What's not covered
Scratches, dents, bent or snapped pieces, lost stones from a knock, and everyday wear and tear are part of life, not faults. Same goes for damage from bleach, chlorine, chemicals, or skipping the care guide. Look after it and you'll never need this section.
Tarnish is not a defect
Sterling silver darkens with time, sweat, and air. Normal. Expected. A polishing cloth sorts it in seconds. If you'd rather it stay bright, the care guide tells you how. Tarnish isn't covered because it isn't a flaw, it's the material being exactly what it should be.
How to claim
Email hello@billiejo.com.au with your order number and a couple of clear photos. We'll take it from there.
18K GOLD VERMEIL WARRANTY
Our 1 Year Warranty
We stand behind every piece of 18k gold vermeil we make. If something's not right, we'll make it right. Here's exactly what's covered.
What vermeil actually is
Our vermeil is a solid 925 sterling silver base with a thick 18k gold layer over it, 3.5 microns, the thickest plating going. More gold means more wear before it ever shows, which is why we back the colour for a full year.
1 year colour guarantee
We back the gold for 12 months against flaking, peeling, or wearing through before its time. If the colour gives out early under normal wear, we've got you, repair or replacement.
What this doesn't cover is gradual fade. Gold is a layer over silver, so a little softening of colour over years of daily wear is normal, not a fault. Treat your gold pieces the way the care guide says and they'll go the distance.
Manufacturing defects
Faulty clasp, dodgy link, anything that left us not up to standard? Tell us within 7 days of delivery with a photo and we'll sort a replacement, no drama.
What's not covered
Scratches, dents, bent or snapped pieces, and everyday wear and tear are part of life, not faults. Same goes for colour loss from bleach, chlorine, perfume, chemicals, or skipping the care guide. Vermeil asks for a bit more care than solid silver, give it that and you'll never need this section.
How to claim
Email hello@billiejo.com.au with your order number and a couple of clear photos. We'll take it from there.
PERSONALISED ITEMS
Personalised pieces are made just for you, which means we’re unable to resell or repurpose them. For this reason, all personalised items are final sale and cannot be returned or exchanged.
This includes any piece that has been engraved, stamped, or customised. Please double-check your personalisation details carefully before placing your order.
WRONG OR MISSING ITEMS
We’re only human. Mistakes can happen.
If you’ve received the wrong item, please lodge a return through our returns portal and select the reason as "incorrect item".
If something is missing from your order, email us at hello@billiejo.com.au with your order number so we can sort it out quickly.
Be sure to include a photo of the item you received if it’s incorrect. That helps us get the right piece to you as quickly as possible
INTERNATIONAL EXCHANGES
For all international exchanges, please email hello@billiejo.com.au to start the process.
Be sure to include your full name, order number, and email address inside your return parcel so we can identify your order when it arrives at HQ.
Please note: any international exchange or store credit orders will be shipped via Australia Post.
Duties, taxes, and VAT are non-refundable on international returns.
RETURN TO SENDER
If your parcel is returned to us as ‘Return to Sender’, Australia Post charges us a $15 fee. We simply pass that on, plus standard shipping fees, as the order will need to be sent out again. We don’t add anything extra, just what it costs us to get it back to you.