Refund/Exchange Policy

Our guarantee

Billie strives to ensure you are satisfied.  We want you to love what you have ordered.  If something isn't right, let us know.  We'll send you another colour, a new size or an entirely different style to ensure that you’re satisfied.  If you prefer a full refund, that's also accepted if the below procedures are followed.  

If you are unhappy for any reason with an item you have purchased via our online store we will gladly:

• exchange it for another item;
• provide you with a full refund; or
• offer to repair or replace the item for you if it is no longer in stock or contains a manufacturing fault.

Your happiness is important to us, so please take the time to familiarise yourself with our refund & exchange terms & conditions below.

All items must be in new & in unused condition, with all tags attached.

• In the unfortunate instance that an item no longer in stock has been found to have a manufacturing fault we will also refund the postage back to the credit card or bank account that was used to make the original purchase.
• Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall contact you to discuss proceedings.  Billie Group Aust Pty Ltd reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged.  Only items which we can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organised).
• A refund or exchange will not be issued for items which fail to meet our standards set forth above.
• Please try on shoes on soft and clean surfaces before they are worn generally.  We will not accept shoes returned with sole markings or scratches.   
• Customers will be responsible for shipping and handling charges for all returns.

How to return an item:

1. Fill in the details on the returns form as per the invoice included in your package. Please tick to indicate whether you would like an exchange or refund.
2. Please select one of the reason codes against your order. If you have received an incorrect item, please mark exchange if you still require the original item.
3. If you would like to exchange an item, please complete the ‘Items for Exchange’ table.
4. Please note: refunds and exchanged are only accepted within 10 days of date of delivery. Anything received after this time will be rejected and returned at the cost of the sender.
5. Use the pre-printed label attached to this form to address the package being returned to Billie Group Aust.
6. Enclose this form within the package being returned. Please note that your package may take up to 10 working days to arrive at our returns department. Upon receipt, we endeavour to process your return within 5 working days.
7. We recommend sending returns via express or registered post as we do not accept responsibility for lost items. We only exchange or refund goods that are returned in their original condition, including packaging.
8. If you choose to exchange to an item that is more expensive than what you originally purchased, the difference in price will be charged to the credit card used to process your order.
9. Sale items may not be returned and are non refundable unless deemed faulty.
10. Once the items have been received, they will undergo a quality review process and once cleared, you will either receive your new items (for exchanges), or refund of the cost at purchase (excluding shipping costs) directly to the credit card used for the purchase, depending on the option requested by you.  
11. A $9.95 re-delivery fee applies to all exchanges. This fee will be charged to the credit card used to process your order.

If you have lost or misplaced your Returns Form, you can download and print another copy here.