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 satisfy your purchase.  If you prefer a full refund, that's also accepted if the below procedures are followed.  
Policies

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 vital, 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.

• Returns or exchanges are accepted within 10 days from the date of purchase.  Items not received within this period will not be accepted.
• 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 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.
• Unfortunately, sale items may not be returned and are non refundable unless deemed faulty.
• 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. In the unfortunate instance you are returning an item due to a manufacturing fault we ask that you firstly email returns@billieshoes.com to receive a Returns Authorisation (RA) number which you need to quote on the returns form provided together with a proof of purchase document.  For any other reason, you will not need an RA number so simply complete step 2-4 below.
2. All returns / exchanges must be sent with the completed returns form and enclosed in an appropriate shipping box or satchel by registered post. 
3. Please ensure that you affix our Return / Exchange label.
4. All returns / exchanges must be sent to the following address:
   
   Billie Group Online Store
   B4/366 Edgar Street Condell Park NSW Australia 2200  

 

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.  

Please allow 7-14 days from the date of returning the item to either receive your exchange/replacement or to obtain a full refund.
Shipping costs will also be refunded if a manufacturing fault has been found.
$9.95 for postage on exchanges will be charged to the credit card used to process the order.