FAQs
Shipping & Delivery
At Billini, our team makes every effort to ensure your purchase gets to you quickly, safely, and in the most cost effective way possible. We endeavour to dispatch all orders within 24-48 hours, however we do ask for your patience during busy periods. Your order will be packed and dispatched, provided;
+ The item(s) you have chosen are in stock
+ The delivery address has been verified
+ Payment has been approved and received
Please note, orders may be subjected to security checks from time to time; please note should this occur, your order will not be dispatched until these checks have been completed.
All orders will be handed over to UPS to be tracked and delivered. For Next Day Shipping and 2 Day Shipping, orders must be placed by 12PM PDT, Monday - Friday. Orders placed Saturday - Sunday will be dispatched the next business day. These services only run during business hours. Please also note we are unable to ship to P.O. boxes.
For more information, check out our shipping timeframes.
Please note: We are unable to calculate local customs and sales tax with all international deliveries. You will be notified by your local customs authority once your order has reached your country. They will accurately calculate the total amount of customs an sales tax which is to be paid before you may receive your goods. The responsibility for any customs duties, foreign taxes or other fees which may be imposed with rest with the customer.
All prices are listed in United States Dollars (USD). The conversion rate varies from day to day with the current exchange rate, in addition to a small currency conversion rate charged by most banks. The final charge made to your card is made in USD and the ultimate conversion rate is determined by your bank or credit provider.
The comply with export regulations, we are required to declare the exact value of all items ordered and to mark them dutiable "merchandise". We are also prohibited by law from marking the order as "gift", even if the order is placed with that intention.
Orders
While we cannot guarantee we can change details of your order once it has been processed, should you need to make any urgent changes to your order, please contact us on live chat during business hours (8am - 3pm PDT, Monday- Friday). If outside business hours please email [email protected] and we will attempt to assist where possible.
International orders are sent via UPS and Fedex to ensure your order is delivered with the quickest and most reliable method.
We do our best to ensure we dispatch your order in a timely manner; our team aims to dispatch orders within 24-48 business hours, however we do ask for your patience during busy periods. Once orders are processed, delivery times take place.
Orders placed before 12pm PDT, Monday-Friday are likely to be dispatched the same day where stock availability is suitable.
Should you need your order by a certain time or day, please contact us on live chat or email [email protected].
Yes of course, just because you scored a deal and purchased your Billini shoes during a discount period or used a discount code, you are still eligible for an exchange or refund as long as your order is within our return & exchange policy.
Exchanges are eligible to carry over the discount price should you exchange for a different size of the same style. If you prefer to exchange your order for another style or colour or refund your order entirely, unfortunately the discount code will not be carried over/re-issued.
As per our exchange and refund policy, any items on sale (markdown) are ineligible for a refund.
If for any reason your item(s) purchased are sold out, we will notify you by email as soon as possible, and are entitled to receive an immediate refund or back order if available.
Returns & Exchanges
We want you to be completely satisfied with your Billini purchase. If for any reason you are not 100% happy with your online order, we offer a full refund or exchange on all full price item(s), and an exchange on all sale item(s) within 30 days from the original purchase date, provided they meet the following conditions:
- Item(s) were purchased from Billini online store - www.us-billini.com
- Item(s) have not been worn or damaged
- Item(s) are in their original condition, including shoe box
- Item(s) are returned in a protective postal bag
The below items are not eligible for return unless deemed faulty:
- Item(s) marked Warehouse Sale or Final Sale
Full price items purchased during a promotional period are considered full price and are eligible for a refund.
Any shipping fees paid at the time of purchase will not be refunded or credited when processing your return.
For any customers outside of the United States, please email [email protected] email to initiate your return.
STEP ONE
Ensure your item(s) meet our Online Returns Policy
STEP TWO
Submit your return at our Online Returns Portal (for US returns only)
STEP THREE
Enter your order number (starting with USBIL) and zip code
Please note, the Online Returns Portal can only be used once per order to initiate a return/exchange
STEP FOUR
Select the item(s) for return and complete the reasons; if opting for an exchange, simply select your new item(s)
STEP FIVE
Once complete, a return label will be generated for you to use. Print this out immediately, or access via your email to print at a later time
Print and attach the returns label to your parcel, and drop it off at any UPS location (store or drop box)
STEP SIX
Once your return/exchange has been received by our warehouse, your request will be process within 48 business hours.
A $10 USD handling fee will be deducted from all refunds to cover the cost of the return shipping label.
Once we have received your exchange request, please allow 1-2 business days for your request to be processed and dispatched. Once this has been processed, your order will take the usual shipping times dependent on your location.
Once we receive your return request, please allow 1-2 business days for your request to be processed. Once processed, you'll receive funds back to your original payment method within 5-7 business days depending on your financial institute.
Payment
Billini offers a variety of payment options including Mastercard, VISA and Amex Credit Cards, GooglePay as well as PayPal.
Yes, Afterpay is available to Australian residents via www.billini.com & to US residents via our US website www.us-billini.com.
Unfortunately Afterpay is not available in any other countries.
Simply proceed to checkout and apply this in the discount code section.
Product Information
We're so sorry you were unable to find what you were looking for.
We regularly bring back top selling styles so should your preferred item happen to be sold out online, simply select the size and enter your email address within the appropriate field and click 'Notify Me'.
Once the item is back in stock, you will receive an email notification to the email address provided.
We're so sorry to hear you think there might be a fault with your Billini item. Please contact us on live chat or email [email protected].
If you have purchased your order from a Billini stockist, please contact the stockist to discuss appropriate next steps.
Unsure of what size to order?
All styles are listed in Australian sizes but to be sure you are best to check our size guide here.
If a particular style might be smaller or larger in make, this information will be listed in the description and size tab of the product page. If you require further information, please get in touch with our customer service team on live chat during business hours (8am - 3pm PDT, Mon - Fri), or email [email protected] outside business hours.
Please note that this guide is to be used as an approximation only.
General Inquiries
You can contact Billini with any enquiries via the following methods.
Email [email protected].
Chat with us Live online during business hours.
Our customer service team is available from 8am-3pm PDT, Monday - Friday, and will endeavor to get back to your inquiry as quickly as possible.
It is completely safe and secure to shop online at Billini. We use SSL (Secure Socket Layer) encryption and a secure Shopify payment gateway to ensure that your personal details and credit card information are encrypted to offer complete security and protection. Your credit card details are never stored on our site or accessible during or post purchase.
If you are an influencer or brand looking to collaborate with Billini please email pr@billini.com and a team member will be in contact.
Yes, we are always looking for new wholesale opportunities. To find out more, please email [email protected].
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