Return Information

ONLINE RETURNS & EXCHANGES

OUR POLICY

We want you to be completely satisfied with your Billini purchase. If for any reason you are not 100% happy with your order, we offer a full refund or exchange on all full price item(s) and an exchange or credit note on all sale item(s) within 30 days from the original purchase date.

Full Price orders may be returned via any Billini Store or through our ONLINE RETURNS PORTAL.
Sale items are only eligible to be returned via our ONLINE RETURNS PORTAL exclusively. Returns are not available in-store for Sale Items.

Please note the below item(s) are not eligible for exchange or refund unless deemed faulty:
- Tan and tanning accessories
- Earrings
- Hair Accessories
- Hats
- Item(s) marked WAREHOUSE SALE or FINAL SALE

HOW DO I MAKE A RETURN?

For all Australian online orders, we've made the returns process as easy as possible for you with our ONLINE RETURNS PORTAL.

Simply follow the steps below:

1. Ensure your item(s) meet our return and exchange policy:
- Item(s) were purchased from the Billini Online Store - www.billini.com
- Item(s) are unworn and in their original condition (We suggest you try on shoes on a soft clean surface before wearing to ensure the soles are unmarked)
- Item(s) are in their original packaging (including shoe box)
- Item(s) are within 30 days of purchase
- Item(s) are not from the excluded list above
2. Head to our ONLINE RETURNS PORTAL, enter your order number (starting with BIL) & post code,
3. Select the item(s) for return and complete the reasons, if opting for an exchange, simply select your new item(s),
4. Once complete, a return label will be generated for you to use. You can print this out immediately or access via your email to print at a later time,
5. Print and attach the returns label to your parcel and drop it off at any Australia Post Office or Post Box,
6. Once your return/exchange has been received by our warehouse, your request will be processed within 48 business hours.
    A $7.95 handling fee will be deducted from all refunds to cover the cost of the return shipping label. Exchanges & credit notes will not be subject to a handling fee.

PROCESSING TIMES

For exchanges, please allow 1-2 business days for your request to be processed and dispatched. If you are in a hurry for your new item(s), we suggest heading into a store or selecting a refund and repurchasing your new item(s).
For refunds, please allow 1-2 business days for processing. Once processed you'll receive funds back to your original payment method within 5-7 business days depending on your financial institute.

how do i return in store?

- Simply take your full price online purchase to any Billini store.
 - Please ensure you have your order confirmation to verify your purchase. We are unable to process online order returns without this being verified in-store.
 - Please note our stores are simply a drop off location and unable to refund/issue a credit note for you in store.
- Your request will be processed by Head Office within 1-2 business days of receiving in store.

PLEASE NOTE: Only full-price items can be returned to a store, all sale items must be returned to our warehouse. Stores may decline your return if items do not meet our return policy.

international returns

If you’ve purchased from our US site and are a US resident, please follow these instructions here: https://us-billini.com/pages/return-information-us
If you are from another International country and would like to return your Billini order, we are able to accept this however freight is covered by the customer.
To find out more about this, please contact us on live chat during business hours (8am - 3pm AEST., Mon - Fri), or email enquiries@billini.com.

IN-STORE RETURN/EXCHANGE POLICY

Should you change your mind or purchase the incorrect size at any of our Billini retail stores, we will happily offer an exchange or store credit provided the following conditions have been met:
- Item(s) were purchased from a Billini retail store
- Item(s) are unworn and in their original condition (We suggest you try on shoes on a soft clean surface before wearing to ensure the soles are unmarked)
- Item(s) are in their original packaging (including shoe box)
- Item(s) are returned with receipt within 14 days of purchase
- Item(s) are not from the excluded list above
- You provide your full name, address and contact details to validate the transaction

Please note, all in store purchases must be returned to a Billini store and cannot be accepted via our online return portal.

OUTLET STORE PURCHASES

All purchases made in a Billini Outlet and fall under any of the following conditions are FINAL SALE and cannot be returned or exchanged.
- Item(s) purchased on sale
- Item(s) were labelled as a sample
- Item(s) were labelled as faulty
 
FULL PRICE item(s) can be exchanged only, should you change your mind or purchase the incorrect size, provided the following conditions have been met;
- The item(s) with the original receipt has been returned within 14 days of purchase
- Item(s) with the original condition as purchased, including packaging. Item(s) must not be worn
- You provide us with your full name, address and contact details to validate the transaction
- Item(s) may only be exchanged at a Billini store
 

have a question?

Should you have any enquiries regarding your return or our policy, please contact our customer service team via email at enquiries@billini.com.
Alternatively, you can contact our team using live chat during business hours (8am - 3pm AEST., Mon - Fri).