Billabong Help

Frequently Asked Questions

Please click on one of the queries below to answer any questions you may have.
Don't see what your looking for? Please contact customer service

  • We recently gave our site an exciting new look and behind-the-scenes overhaul. Therefore you can create a new account by clicking here log in. We hope you like it!

  • We aim to dispatch all orders placed before 2pm AEST (working days only) the same day. Please note that this excludes Friday's, Weekends, National / State/ Region Public Holidays (we are based on the Gold Coast, QLD). Packages should be received within 1-2 working days for metro areas, and between 2-5 days for regional areas. Estimated delivery time for bulky orders is 1-7 days for metro areas and 7-14 days for regional areas. A shipping confirmation email will be sent when your order leaves our warehouse. Our service is Authority To Leave, so if it is safe to do so, the courier will leave the package in a safe place at your premises. If you do not feel that the your package will be safe if left, please contact the customer service team before placing 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.

  • At this stage we only offer express shipping to within Australia & New Zealand.

  • You will receive a shipping confirmation notice via email when your order has been picked and packed and awaiting dispatch. 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.

  • 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.

  • We accept PayPal, Visa, MasterCard & AfterPay.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • ORDER CANCELLATIONS ** Please note we can not cancel an order during Holiday and Peak Periods ** We can not amend an order once it is placed. We only have a small window in which we can instead try and cancel the order. Please call us as within 15 minutes of placing your order if you would like to cancel. We can not guarantee that we can process a cancellation but endeavor to assist the best we can. Please note that our office hours are Monday - Friday 8.30am to 5pm AEST. contact customer service.

  • All products on the site have a Size Chart link below the size selection. By clicking this link you will be taken to the sizing chart information page. 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.

  • Refunds on full priced items items must be made with 21 days from the date of purchase. Sadly we don't offer a free returns service. View our return policy for instructions.

  • We do not offer direct exchanges. If you wish to exchange product, you will need to return the unwanted product for a full refund, and place a new order for the items you would like.

  • Sorry, only products in new and unused condition will be accepted for returns. View return policy.

  • All products are covered under our standard warranty policy. To submit a warranty claim, please contact and advise of the issue with your item.

  • A card verification code is an added safeguard for your credit card purchases. The verification code is 3 digits and appears on the back of your card near the signature panel.Is your site secure? Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. View privacy policy.

  • When a new credit card is on file a $1 hold is placed to verify the authenticity of the credit card. It will be released to your card after we have verified that charges can successfully go through.

  • Our online store customer support is available 8:30am-5pm AEST Monday – Friday. Click on contact us for our Phone, Email and Chat options.