Menu
FREE SHIPPING NOW AVAILABLE*
lnr lnr-cart header-left-top

FAQ'S

ORDERS
Can I change my order once it’s placed?

While we cannot guarantee we can change details of your order once it has been processed, should you need to make any urgent changes to your order, please call 02 9774 2992 during business hours or email onlinestore@billini.com if outside business hours and we will attempt to assist where possible.

Once I place my order online, how long will it take to process?

Our team aims to dispatch orders within 24-48 business hours, however, we do ask for your patience during busy periods. Once orders are processed, delivery times take place.

How can I track my order?

All customers will receive a tracking number emailed to them. This is trackable here on the Australia Post website.

I did not receive a tracking number, what do I do?

We endeavour to ensure all customers receive tracking information. If you have not received this, please email our Online Team at onlinestore@billini.com who will be able to further assist you.

AUSTRALIAN DELIVERY
How long until my item is delivered?

Standard Shipping can take 2-7 business days to deliver, depending on location.

Express Shipping is next day (in most metropolitan areas) but can take 2-4 business days in regional areas. (This does not include dispatch times).

How will my order be delivered?

All orders are delivered with Australia Post, please note all items are left with authority to be left at a safe place on your premises. If you would like to change this, please email our Online Team – onlinestore@billini.com

RETURNS
I’ve received my online order but they don’t fit/match. What can I do?

Full Price Purchases

If the items purchased are full price, unworn, in original packaging and purchased within 30 days, you can choose to return or exchange your order.

To do so;

  1. Fill out the ‘Online Return and Exchange Form’ included in your order with your selected request.
  2. Place your shoes and the completed form into a postage bag, (you can use the same bag sent to you if this is still secure)
  3. Head to the post office & send your parcel back to our online store:

    Attn: Billini Online Returns 106-108 Ashford Avenue, Milperra NSW 2214

Sale Price Purchases

Please note: All Outlet purchases made between 14th September 2017 - 30th September 2017 are final sale. No exchange or credit note will be offered to these styles.

If the items purchased are sale price, unworn, in original packaging and purchased within 30 days, you can choose an exchange or credit note only.

To do so;

  1. Fill out the ‘Online Return and Exchange Form’ included in your order with your selected request.
  2. Place your shoes and the completed form into a postage bag, (you can use the same bag sent to you if this is still secure)
  3. Head to the post office & send your parcel back to our online store:

    Attn: Billini Online Returns 106-108 Ashford Avenue, Milperra NSW 2214

How do I know if you’ve received my return?

We recommend using a trackable service to return your items to us. This can take 5-7 business days to reach our processing location.

How long do returns usually take?

Once your return has been received, it will be processed within 5 business days. Please note funds can take up to 7 days to reach your bank account.

I’ve requested an exchange; how long will it take for me to receive my new order?

Once your exchange has been received, it can take up to 5 business days to receive your new order.

I didn’t receive a return/exchange form. Can I still send back my order?

If your parcel arrived without a return/exchange form, you can download a copy of the form here. Please ensure you fill out the form before returning your item.

Can I return or exchange my online order in store?

If your order is full price, unworn, in original packaging and purchased within 30 days we can organise an exchange or refund of your online order at any of our retail stores.

To do so; 

  1. Print out a copy of your original tax invoice
  2. Fill out the ‘Online Return and Exchange Form’
  3. Once in store, a Billini team member will assist you with the exchange or refund.

Please note: no refunds are processed through our retail stores, these will be sent to our online department and processed according

I want to exchange my order but the new pair I want is more/less expensive, what happens?

Should you wish to exchange for an item that is less than the original item on your order then we will process a refund for the difference.

Should you wish to exchange for an item that is more than the original item on your order then we will process a payment for the difference. Please include your credit card details on the ‘Online Returns & Exchange Form’ when sending back your parcel so that we may process the payment.

Alternatively, we can organise the difference to be paid via a request sent to your Paypal account, simply include this on the ‘Online Returns & Exchange Form’ when sending back so that we can process this for you.

What should I do if I receive a faulty item?

All orders are thoroughly inspected before they are sent to you. If you do receive a faulty item, please contact a member of our Online Team via email at onlinestore@billini.com with your order details and images of the issue at fault.

I paid using AfterPay, how can I refund my item if I have not paid the full amount?

If you have paid using Afterpay, you can still refund your order. Once your refund has been processed, you will be refunded for all the instalments already paid via Afterpay. Once your order has been refunded all outstanding instalments will be stopped.

PAYMENT
What payment methods do we accept?

We accept Visa, Mastercard and Amex cards along with Afterpay, Paypal & Billini gift vouchers/credit notes.

What currency is our website?

All prices online are AUD (Australian dollar) and all orders will be charged in AUD.

GIFT CARDS
How do I use a gift voucher online?

Simply enter the voucher number and pin number in your shopping cart. The amount of the gift voucher will be applied to your order and deducted from your total payment.

Can I use a gift voucher online and in store?

Yes! All Billini vouchers are redeemable online and in store.

When will my gift voucher expire?

All gift vouchers are valid for 12 months from the date of purchase.

How can I purchase a gift voucher online?

Gift vouchers can be purchased online by searching ‘GIFT VOUCHER’.

Simply select the amount of the gift voucher ($50, $100, $200) and choose whether you would like it sent via email or post.

I have a promo code, how and where do I use it?

Simply enter the promo code in your shopping cart. This code will be applied to your order and will be deducted from your total payment.

My promo code did not work on my order, what can I do?

If you are having issues using a promo code, please contact our Online Team at onlinestore@billini.com for a specialised promo code to be used on your next online purchase with us.

INTERNATONAL DELIVERY
Where do we ship?

We offer shipping to the following international countries. 

 

NEW ZEALAND

FREE Express Shipping for all orders over $100 AUD

For orders under $100 a flat rate of $10 AUD applies

Estimated delivery time is 1-3 business days depending on location.

 

UNITED STATES & CANADA

FREE Express Shipping for all orders over $150 AUD

For orders under $150 a flat rate of $15 AUD applies

Estimated delivery time is 2-4 business days depending on location.

 

HONG KONG, SINGAPORE & MALAYSIA

$20 AUD Express Shipping for all orders

Estimated delivery time is 2-3 business days depending on location.

 

UK & IRELAND

$25 AUD Express Shipping for all orders

Estimated delivery time is 3-5 business days depending on location.

 

EUROPE

$30 AUD Express Shipping for all orders to the following countries

Austria, Belgium, Croatia, Denmark, Finland, France, Germany, Greece, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Russia, Spain, Sweden, Switzerland & Turkey

Estimated delivery time is 4-7 business days depending on location.

 

Will I be required to pay for duties and taxes?

All international purchases are exempt from Australian taxes; however, you may incur taxes and duties from customs when the goods reach your country. We advise checking with your local authorities before placing your order if you require further information.

My country is not listed here, can you deliver outside these locations?

Please contact our Online Team at onlinestore@billini.com to organise a quote to ship to your country.

PRODUCT FAQS
Will a sold out item be back in stock soon?

If a product is in high demand we will do our best to restock this item as soon as possible but we cannot guarantee this. If you notice your size is sold out, simply select yout size from the drop down menu in the ‘Sold Out’ banner, enter your email address in the ‘Email’ field and click the ‘Notify Me’ button. You will receive an email notification as soon as your size is back in stock.

Are your items vegan friendly?

Billini products a made from synthetic materials for the upper and lining, however some style contain a leather stack heel so please contact our Online Team if you require style specific information at onlinestore@billini.com.

VIP FAQS
What rewards do I get for becoming a Billini VIP member?

By signing up to our VIP membership you receive DISCOUNTS FOR LIFE!

Bronze Member: Spend $0-$499.95 within 12 months

Silver Member: Spend $500-$999.95 within 12 months to receive a 5% discount

Gold Member: Spend $1000+ within 12 months to receive a 10% discount

STOCKIST FAQS
How can I become a stockist for Billini?

Simply send an email through to our customer service team at customerservice@billini.com.