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.

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.

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 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.

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.

All Billie Jo pieces come with a 1-year warranty from the date of purchase.

The warranty covers manufacturing faults only. To assess eligibility, the item must be returned to us for inspection. If your item is lost or has been modified or repaired by a third party, the warranty is void.

Our warranty does not cover:

- Loss or theft
- Changes in appearance or gradual wear
- Damage from improper use, storage, or handling

Gold vermeil is a premium layer of 18k gold over solid sterling silver. We’ve used the thickest gold plating we could get our hands on, but it’s still not solid gold. Fading or wear from moisture, friction, or chemical exposure is considered normal and not covered under warranty. Gold plating will naturally wear over time, the more carefully you treat it, the longer the gold finish will hold up.

Sterling silver is made to move with you. It's solid, durable and designed for daily wear. Natural oxidisation or surface wear caused by exposure to chemicals or rough use is considered normal and not covered under warranty. We include a polishing cloth with every order so you can keep your silver looking fresh.

Repairs or replacements are offered at the discretion of Billie Jo.

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.

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

For all international returns, 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.

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.