Frequently Asked Questions
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If you received a gift card July XX, 2016 or earlier, please contact customer service.
When will my order ship?
Orders placed before 2pm AEST (business days) will be received between 1-2 working days for metro areas, and between 2-5 working days for regional areas. Estimated delivery time for bulky orders is 1-7 days and for Regional Areas from 7-14 days. A shipping confirmation email will be sent when your order leaves our warehouse. If it has been more than a few days since you placed your order and you have not received a shipping confirmation, please contact customer service.
Do you ship internationally?
No. At this stage we only offer free express delivery for all orders over $75 within Australia.
How can I track my order?
You will receive a shipping confirmation notice via email when your order has left the warehouse. It will contain information to track your order. If it has been more than a few days since you placed your order and you have not received a shipping confirmation, please contact customer service.
Why is my tracking information not appearing?
Once your package has shipped, it may take up to 48 hours for tracking information to appear on a carrier’s website. This is due to the timing of updates made by the carrier’s tracking system. If it has been more than a few days since receiving shipping confirmation and you do not see tracking information, please contact customer service.
What payment methods do you accept?
We accept PayPal, Visa, MasterCard & Discover.
How do I place a PayPal Order?
Browse the Billabong Online Store and add the items you want to your cart. When proceeding through the checkout process, select PayPal as your payment method. You will be redirected to PayPal to finalise your order. Once your order has been placed online you will receive two emails, one from PayPal to confirm your payment and one from Billabong Online to confirm the details of your order.
When will I be charged?
Your credit card will be charged once your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from the warehouse.
How can I get a copy of my invoice?
Go to the "Order History" pages of My Account and click the appropriate order. Then on the order detail page, click the Download Receipt button.
If you do not have a Billabong account, a copy of your invoice can be obtained by contacting our customer service department.
There is a problem with my shipment, what should I do?
Please contact customer service.
My order never arrived.
Please check the tracking number. If it is still enroute, you may contact the shipping carrier for further details or our Customer Service department at any time. contact customer service.
My order was confirmed by the item i ordered is out of stock?
Why is this!On the rare occasions an item at our Fulfilment Centre may be damaged or missing and we will only find out when we go to pick your order. Although this does not happen often, we will arrange a full refund for you in these instances and apologize in advance for the inconvenience. Sadly we are unable to replace or substitute the item. For more information, please contact customer service.
I ordered the wrong stuff! What do I do?
Once you place an order at Billabong, you cannot make changes through the store. Please call us as soon as possible, so we can correct your order before the goods ship. For assistance please contact customer service.
How do I know what size I should buy?
All products on the site have a Size Chart link above the size selection. By clicking this link you will be taken to the relevant sizing information for that product category. These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can contact customer service and one of our team can get back to you with more information about any particular item.
How do I return an item? Refunds on full priced unused items must be made within 30 days from date of purchase. Sadly we don't offer a free returns service. View our return policy for instructions.
Can I exchange an item?
We do not offer direct exchanges. If you wish to exchange product, you will need to return the unwanted product for a full refund, place a new order for the items you would like.
Can I return an item that I have used?
Sorry, only products in new and unused condition will be accepted for returns. View return policy.
How do I submit a warranty claim?
All products are covered under our standard warranty policy. Warranty claims can be submitted through our Contact Us form. Be sure to select New Warranty Claim under Type of Inquiry.
What is a CVC code?
Our online store customer support is available 8:30am-5pm AEST Monday – Friday. Click on contact us for our Phone, Email and Chat options.