FAQs

1. After your order is submitted, please allow up to one week for fulfilment. Should we have any inquiries, your timely response will be necessary for fulfilling your order in an appropriate time frame.
2. You acknowledge that all our trademarks, patents, and designs are protected.
3. You, the customer, acknowledge that BILLYVE is an online business and that a large part of our communication is done via email. You are solely responsible for any delays if you fail to check your emails, including your spam folder.
4. BILLYVE is not responsible if you experience issues with your email provider, resulting in delays to the processing of your order.

Our 100% satisfaction guarantee covers material defects and manufacturing faults only. This guarantee does not apply if you decide you do not like the item, colour, or style.

Efficient Shipping from BILLYVE Warehouse: Order by Thursday for Friday Dispatch - Sydney NSW (GMT+11)

Shipping is calculated at the time of checkout depending on the delivery location. From time to time the BILLYVE team runs special offers where Shipping may be included for a shopping cart over a certain value.

Yes, we ship worldwide using Australia Post.

You have the right to request a replacement or refund under Consumer Law for products and services purchased on or after 1 January 2011.

You can request a replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you received what you ordered but simply changed your mind, found it cheaper elsewhere, decided you did not like the purchase, or no longer have use for it.

We can only offer a replacement or store credit in the following circumstances:

• Manufacturing defect - replacement
• Item lost in transit - replacement
• Shipping damage - replacement
• BILLYVE internal IT system error - store credit
• BILLYVE Customer Service error - store credit

Please read our Terms and Conditions carefully before requesting a refund, as they will guide you on whether you received what you ordered and whether you qualify for a replacement or refund.

A replacement or store credit must be requested within 30 days of delivery and will be issued in accordance with the above rules.

While our items are rarely defective and are carefully packaged for shipping, if yours arrives in a damaged condition, please email us a photo with a brief description of the issue. A replacement will be issued upon confirmation by our team.

Under Australian Law, BILLYVE is only required to offer a monetary refund if you experience a major problem.

A product has a major problem when:

• It has an issue that would have stopped someone from buying it if they had known about it.
• It is unsafe.
• It is significantly different from the sample or description.
• It is "faulty", meaning it does not perform as described, or as you requested, and cannot be easily fixed.

Under Australian Consumer Law, you may seek compensation, in the form of a refund, for damages or faults with a product.

BILLYVE is not required to pay for refund, damages or faults that:

• Are not caused by our conduct or manufacturing of our products.
• Relate to something independent of our business, after the goods leave our control.

Fulfilment Phase refers to when our warehouse teams commence preparing to package your order, this will involve printing out your order, gathering items from our shelves, preparing, packaging, and booking couriers for delivery.

1. You acknowledge that it is your responsibility to review and double-check your order before submitting it.
2. We are not able to alter the purchase or quantity of an order once placed by yourself, and if the order has entered the fulfilment phase. If your order has not entered the fulfilment phase, we may be able to alter your order.
3. You may request an order cancellation if your order has not entered the fulfilment phase.

1. You acknowledge that it is your responsibility to enter the correct delivery details upon placing your order.
2. If you require a delivery address update, we will endeavour to do this for you if the order has not yet shipped.
3. We are unable to change the delivery address once an order has been shipped, and at this stage, it becomes your responsibility to ensure you receive the order or place a new order.
4. BILLYVE cannot be held liable if you omit any important information from the delivery address, resulting in the order being returned to us. If the order is returned due to customer error, you may be charged an additional delivery fee to reship your order.

We understand that from time to time, we can accidentally get ahead of ourselves, if you contact us before your items are shipped, our team will do our best to ensure we can cancel your order and refund your money. Please note, that in peak times this may be more difficult to do.

Oops... well sorry about that, I guess our warehouse people can make some mistakes, in this instance please contact us immediately and we will do our best to issue a refund or send out the right product.

Yes, if items are faulty or damaged, you are entitled to contact us. Our customer service team will commence an 'Exchange Case' and ask you some questions about the item. We may ask for images or videos as well. In most cases we'll endevour to send you a new item.

If you need to return your product please contact our 'Customer Care' team and we will enquire as to why the product needs to be returned.

This could sometimes happen if you don't look at the Size-charts for a product carefully. In this case, we will ask that you return the product without damage and we can then send you out a new item of the right size.

If items arrived damaged or faulty then we will do our best to send our new items. Please note, we do not offer exchanges or refunds for change of mind.

Most of our products come with internal fabric labels. Please make sure you follow the advice on these labels.