Delivery & Returns

Below is a summary of our shipping and returns process. For legal terms and conditions regarding shipping and delivery, please refer to our Terms of Sale. If you have any questions, please email us: hello@billieandbyron.com.

Shipping

Shipping within Australia

Most items will be posted within three business days of receiving cleared funds. Standard shipping is $9.95 for orders under $99.00, while orders $99.00 and over receive standard shipping free of charge. Express shipping can be selected during checkout for $15.95.

Items sent by standard shipping are generally delivered within seven business days, while items sent by express post are scheduled for delivery within 1-4 business days.

Please note that due to COVID-19, delivery may take a little longer than usual.

Shipping to New Zealand

For all orders, shipping fees to NZ are $20. Items sent to NZ generally arrive within 7-14 business days, however please note that due to COVID-19, delivery may take a little longer than usual. 

Returns

It is important to us that you are satisfied with your purchase of our products. If you wish to arrange an exchange or refund, please contact Billie & Byron within 90 days of purchase via email to: hello@billieandbyron.com and include the following details:

  • Your name
  • Order number
  • Phone number
  • Email address
  • Postal address

We will be in touch within 48 hours of receiving your email with instructions on how to proceed further with your request. 

Please note that the following conditions are strictly applied to all returns and requests for refund or exchange:

  • All return products for either refund or exchange must be in new and unused / unworn condition, with all tags and original packaging still intact and in a saleable condition.
  • In the interest of hygiene, we may refuse some products (e.g. dummies and teething toys) to be returned for health and safety reasons.
  • We do not provide refunds for circumstances that do not require a refund under the Australian Consumer Law.

Exchanges

Exchange requests must be received within seven days of your purchase. In order for us to issue an exchange, the returned item must:

  • Be in new condition
  • Be unworn, unwashed and free from any alterations
  • Have tags attached
  • Be in its original packaging still intact and in saleable condition

As mentioned above, if you wish to arrange an exchange please email: hello@billieandbyron.com with the following details:

  • Your name
  • Order number
  • Phone number
  • Email address
  • Postal address

We will be in touch within 48 hours of receipt of your email with instructions on how to proceed further with your request.

Please ensure that all returned item(s) are appropriately sealed and packaged to ensure they will not be damaged in transit. Any damage to return items during transit will be your responsibility, and we are unable to accept return item(s) that arrive damaged.

Address for the return of items

Before returning an item, please email us via email to: hello@billieandbyron.com to inform us that you wish to arrange a return. We will reply to you within 48 hours with instructions and information on what is required to facilitate a return.

Returns are to be posted to the following address:

Billie & Byron
Suite 203, 5-7 Alexander Street 
Crows Nest
NSW 2065

Please use a tracked parcel service with insurance unless otherwise instructed, and please note that Billie & Byron does not accept responsibility for items posted to us by you.

We cannot guarantee any items for exchange will be available or in stock at the time of the receipt of the returned item(s). If there are no available items for exchange, we will notify you to discuss how to proceed.

Postage fees

We will send you a pre-paid shipping label or alternatively we will reimburse you for return postage for a faulty item, or where we have made an error (e.g. despatching an incorrect item).

Faulty or Defective Garments

We will happily provide a full refund and reimburse shipping costs if you receive a faulty or defective item. Please note the following: 

  • If you believe you have received a faulty or defective item, please contact us via email: hello@billieandbyron.com within seven days of receiving your order and provide your name, order number and details of the defects or faults and a photo of the item clearly showing the defect or fault.
  • We will reply to your email within 48 hours advising you how to return the item to us.
  • We reserve the right to inspect and assess the condition of returned merchandise before processing a refund or exchange. Once we receive your return, the item(s) will be examined by us for faults or defects. You will receive a notification from us about whether we agree that the items are faulty or defective within 48 hours of us receiving the returned item(s).
  • If we deem the item to be faulty, a replacement item will be shipped where possible (subject to stock availability), or a full refund will be issued.
  • Returns will be processed within five business days from the day the return arrives at our office.

Refunds

To arrange a refund, please email: hello@billieandbyron.com with the following details:
  • Your name
  • Order number
  • Phone number
  • Email address
  • Postal address
  • Reason for refund request

We will be in touch within 48 hours of receipt of your email with instructions on how to proceed further with your request.

When the returned item(s) are received, examined and a refund is approved, an email will be sent to you confirming refund approval. Please allow five working days for your refund to be examined and approved, and allow 1-7 days for your refund to appear in your nominated bank account.

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