Shipping and Delivery Policy

We want you to enjoy your Billy J purchase(s) as quickly as possible.

All orders will be processed and prepared for shipping within 1 to 2 business days. For orders placed during weekends or on public holidays, the process will start on the next business day.

*1. Presently, we ship to the following countries in Europe: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Guernsey, Hungary, Malta, Monaco, Portugal, Romania, Serbia, Slovakia, Slovenia, and Vatican City.

*2. Presently, we ship to the following countries in the Rest of the World: Bahrain, Bangladesh, Brunei, Cambodia, China, Cook Islands, Indonesia, Laos, Macau, Myanmar, Nauru, Niue, New Caledonia, Nepal, Pakistan, Philippines, Sri Lanka, Taiwan, Thailand, Vietnam, Gibraltar, Kuwait, Oman, Saudi Arabia, Turkey, United Arab Emirates, Samoa, Solomon Islands, Tonga, Tuvalu, Vanuatu, Kiribati, South Africa and Tahiti.

Important Notices

• We partner with: (a) Australia Post, for the provision of courier services within Australia and New Zealand; and (b) DHL, for the provision of courier services to locations outside of Australia and New Zealand.
• The timeframes above relate to courier shipping times and do not include order processing times from our warehouse, which are detailed in paragraph 1.
• We ship to many destinations, however, some countries may be excluded at checkout.
• For international deliveries, we cannot ship to P.O. boxes, parcel lockers or military addresses or bases.
• All Australian & New Zealand parcels are given ‘authority to leave’. This means that the courier can leave a parcel at your designated address if nobody is available to collect it. The courier will only do so if there is a safe place to leave the parcel; otherwise it will be redirected to the nearest post office for collection.
• International orders are delivered by DHL and are sent with Signature on Delivery as the default delivery method.
• The shipping times noted in the table above are approximations only and there is no guarantee that your order will be received within the timeframe stipulated.

All orders will be provided with a confirmation email and tracking number once shipped. This can be used to monitor the location and status of your order and the progress of your overall shipment. Please be aware that it can take some days for tracking information to become available after we ship your order.

You can also directly track your order via the Australia Post or DHL websites.

International orders are delivered by DHL and are sent with Signature on Delivery as the default delivery method.

Once your parcel has been dispatched, DHL may contact you via SMS, email, WhatsApp (selected countries), or the DHL Express Mobile App with tracking updates and delivery options through their On Demand Delivery service.

Depending on your location, you may be able to:

-Reschedule your delivery date
-Authorise delivery to a safe place
-Leave your parcel with a neighbour, concierge, or building manager
-Collect your parcel from a DHL Service Point or Locker
-Redirect your parcel to an alternative address within the same country
-Place your delivery on hold while you are away

Please note that if you choose to change the delivery instructions provided by DHL after your order has been dispatched, including authorising a safe drop, redirecting the parcel, or removing the signature requirement, we may be unable to accept liability for any resulting loss, theft, damage, delay, or delivery issue. Any claims relating to customer-authorised delivery changes will be subject to the carrier's terms and applicable consumer laws.

You will receive tracking updates throughout transit and a final notification once your parcel has been delivered.

The best way to track and manage your deliveries is with the Australia Post mobile app.

Get the aus post app

Although we try to ensure that every order arrives on time, it is possible that delays can occur because of factors beyond our control, including peak sales or promotional periods, extreme weather conditions, holiday periods or courier-related issues, such as personnel shortages. If your order is delayed, please contact us at customerservice@billyj.com.au and we will assist you in resolving the delay as soon as possible.

For most destinations, prices shown are inclusive of duties and taxes. For the USA and Canada, all prices shown are inclusive of duties and sales tax will be paid at checkout. For other countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid). If DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment.

Where your order is lost in transit or arrives damaged, please contact us at customerservice@billyj.com.au as soon as possible. We will work with the relevant courier to investigate the cause of the issue and ensure you are provided with a resolution.

At Billy J, we always do our best to ensure your parcel arrives to you safely. For added peace of mind, we offer our customers the option to purchase transit insurance at checkout, or by clicking here.

Parcel protection covers the following shipping issues, subject to an investigation with the courier:
- Parcels lost in transit; and
- Parcels delivered to an incorrect address.

The following shipping issues are not covered by our parcel protection policy:
- Where you provide an incorrect address; or
- Where your order is stolen.

So that we can ensure you receive your products, it is important that you provide us with accurate and complete information when completing your order.

We are not responsible for any delays or non-deliveries caused by incorrect or incomplete information provided by you prior to shipping your order.

If your post-code is within the vicinity of our warehouse located at 1/32 Hoopers Road, Kunda Park QLD 4556, we may offer the option to pick up your order from our warehouse. Please email our customer service team at customerservice@billyj.com.au to arrange a time to collect your parcel. You will need to include your order number and name. Please note that any click and collect option offered by Billy J may not be available during peak sales or promotional periods.

If you have any questions, concerns or require any assistance, please contact us at customerservice@billyj.com.au.