FAQs

HEAD OFFICE
21 - 23 Gerald Street,
Marrickville NSW, Australia 2204

Opening Hours: 8am - 5pm

Live Chat: Monday to Friday 8am - 3pm AEST
Customer Care: (02) 7501 0015
Head Office Enquiries: (02) 9519 4351

Customer Care: [email protected]
AUS Wholesale Enquiries: [email protected]
USA Wholesale Enquiries: [email protected] 

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. 

We have stores located Australia Wide. Find your closest store here.

We have stockists across Australia, New Zealand & the USA.

Please contact our team here to find a stockist near you.

At Billini we are always looking for talented, hard working and motivated people to join our team.  We are currently seeking driven talent to join us across Australia.

Apply now and take the first step towards a rewarding career with Billini. 

If you're interested in a career at Billini, please submit your resume and cover letter to our HR Team or see our careers page for available positions. 

If you are an influencer or brand looking to collaborate with Billini please email our PR team and a team member will be in contact.

Yes, we are always looking for new wholesale opportunities.

To find out more, please email our Wholesale Customer Service Team.

Looking to find a product in store? Click 'Find in Store' on the selected product page to search via your closest or preferred suburb or postcode. 

What should I do if my preferred style or size is out of stock?

We regularly restock our best selling styles. If your preferred item is currently out of stock, simply select your desired size and click ‘NOTIFY ME’. Enter your email address or phone number in the relevant field and we’ll notify you as soon as the item is back in stock.

What if I can’t click the ‘NOTIFY ME’ button?

If the button isn’t available, our Customer Service team may be able to provide information about potential restock updates. Feel free to contact us via live chat, email or phone during business hours or through our contact form.

Please note that restock availability can vary by style and size, and we’re unable to guarantee when an out of stock item will become available again.

We recommend checking out the “Size Guide” link on each shoe to get a better understanding of that style’s measurements. You can find this link under the shoe sizes.  

If you find you're in between sizes, we suggest purchasing your size based off the fit you’d prefer.
Prefer a snug fit? Size down. Prefer a relaxed fit? Size up. 

We also have a helpful guide to determine if the shoe is “true to size” which is based on other customers experiences. This can be found towards the bottom of the product page.

Our brand runs on AU/US sizing, so feel free to check out our International Conversion Chart for more information. 

When we're launching exciting new products, or our well loved favourites are due to come back in stock, we offer our customers the exclusive chance to secure stock before it hits the shelves.  

Products available only on pre-order will be marked as such, please read the description carefully to ensure you are happy to wait for the expected arrival period. The date is an expected delivery date, and may be subject to change due to elements outside of our control. You will be charged for the item at the time of placing a pre-order. Your items will be shipped as soon as they arrive in our warehouse, and you will be notified by an order confirmation, with tracking details. 

If you have a change of mind and wish to cancel your pre-order before it is dispatched, please contact our Customer Service team via Live Chat during business hours or by the Contact us form for assistance. 

Like any gold-plated jewellery, Billini Jewellery can tarnish over time if not cared for correctly.
Tarnishing is a process in which the gold reacts to air and moisture, as well as the natural oils on our skin, perfumes and moisturisers causing it to oxidise and appear darkened. You may find that pieces start to lose their shine and appear dull over time. 

Here are our top tips for getting the best out of our jewellery:  

• Apply perfumes and moisturisers well before adding your jewellery
• Don't wear your jewellery to bed
• Don't wear your jewellery when showering, swimming or exercising
• Keep jewellery away from any harsh chemicals
• Store your pieces in a cool, dry place 

If you have any concerns about jewellery care, or want more information please contact our Customer Service Team here.

Heel tips are a replaceable component designed to protect the heel of your shoe. They absorb the impact of walking and are intended to wear over time. The lifespan of a heel tip varies depending on several factors, including:

• Frequency of wear
• Walking surface: concrete, asphalt and rough pavements cause faster wear than indoor surfaces.
• Walking style: Weight distribution and body weight.
• The height and shape of the heel.
• Weather and environmental conditions.

As heel tips are a consumable component, regular inspection and timely replacement are considered part of the normal care and maintenance of high heeled footwear.

Why Is It Important to Replace Worn Heel Tips?
Continuing to wear shoes after the heel tip has worn through can allow the exposed metal pin to make direct contact with the ground. This may result in:

• Permanent damage to the heel.
• Reduced stability while walking.
• Damage to flooring and other walking surfaces.
• More extensive and costly repairs, potentially including complete heel replacement.

Replacing a heel tip is a quick, inexpensive maintenance task that can protect your investment and significantly extend the life of your footwear.

When Should Heel Tips Be Replaced?
Heel tips should be replaced when:

• The plastic heel tip has worn significantly or unevenly.
• The heel tip has become loose or damaged.
• The plastic begins to crack or split.
• The metal pin is close to becoming exposed.

Do not continue wearing your shoes once the metal pin is exposed, as this may permanently damage the heel and compromise stability.

Spare Heel Tips
All Billini stiletto styles include a spare pair of heel tips inside the shoe box, so worn heel tips can be replaced before damage occurs. We recommend keeping them in a safe place until needed. If additional replacements are needed, a qualified shoe repair specialist may be able to source suitable replacements.

How to Replace Heel Tips
For the best results, we recommend having heel tips replaced by a qualified shoe repair professional or cobbler. Professional replacement ensures the correct size and fit, secure installation and protection of the heel structure. Replacement can also be carried out at home using the correct tools and replacement heel tips but professional installation is recommended to minimise the risk of damage. Always ensure replacement heel tips are the correct size and fit for your shoe.

Preventative Care
To maximise the life of your heels:

• Inspect heel tips regularly and replace them promptly once worn.
• Avoid prolonged walking on rough or abrasive surfaces where possible.
• Store shoes in a cool, dry place when not in use.

With regular inspection and timely replacement, your Billini heels will continue to look and perform at their best for longer.

You are able to edit or cancel your order within 10 minutes of placing it. 

You can make changes directly from the order confirmation page (shown right after checkout) or via the link in your order confirmation email.

If more than 10 minutes has passed, we’re unable to make edits and unfortunately the order will be shipped as is.

We don't offer same day dispatch unfortunately. Please allow up to 48 hours for your order to be dispatched (excluding weekends, public holidays and busy sale periods)

* delivery times do not include dispatch times and the above timeframes are after dispatch from the warehouse.*

Shipping Delays - Please allow additional time for orders to be dispatched and delivered into regional areas & during sale/promotional periods. During sale periods, our team works extremely hard to get everything picked, packed and sent out as quickly as possible.

For fastest delivery, we recommend selecting Express Shipping at checkout.

This means it will be Express shipped once dispatched from the warehouse.

Yes of course, all items purchased during a promotional period are still eligible for return (excluding items marked as FINAL SALE) as long as your order is within our return & exchange policy.

Yes of course, all sale items are still eligible for return (excluding items marked as FINAL SALE).

For more information see our Return & Exchange policy.

If you are lucky enough to have a Billini discount code, once you have made your order simply proceed to checkout and apply this in the discount code section.

You can add your Billini Gift Card as a payment method at checkout. 

• Desktop & tablet devices: Navigate to the right-hand side (below your cart) where it says Apply Gift Card/Discount and enter your details.
• Mobile devices: Scroll to the bottom of the checkout to locate the field Apply Gift Card/Discount and enter your details.

If you experience any issues, please contact us on live chat or here.

Please reach out to customer service team via Live Chat during business hours or contact us here.

We're so sorry you were unable to find what you were looking for.  

Please contact us on Live Chat or here, for further assistance.

E-gift cards can take up to 24 hours to be processed.

If you have not received your e-gift card after this time, or require it urgently, please reach out to our Customer Service team during business hours via Live Chat or here.

When we're launching exciting new products, or our well-loved favourites are due to come back in stock, we offer our customers the exclusive chance to secure stock before it hits the shelves.  

Products available only on pre-order will be marked as such, please read the description carefully to ensure you are happy to wait for the expected arrival period. The date is an expected delivery date, and may be subject to change due to elements outside of our control. You will be charged for the item at the time of placing a pre-order. Your items will be shipped as soon as they arrive in our warehouse, and you will be notified by an order confirmation, with tracking details. 

If you have a change of mind and wish to cancel your pre-order before it is dispatched, please contact our Customer Service team via Live Chat during business hours or by the Contact us form for assistance. 

Customers can sign in or create an account here to view their order history, tracking details and more. 

An order and shipping confirmation email should have also been received, which includes the order number starting with BIL.

Your email provider may have marked the email as spam. If this has happened please update Billini as "safe" for next time.  Customers can sign in or create an account here to view their order history, tracking details and more.  

If you need more assistance, contact us here.

You can make payment using Credit Card, Paypal, Google Pay or Afterpay (for Australian & United States customers only).

Billini e-vouchers and gift cards can also be redeemed at checkout.

Once you have made your order simply proceed to checkout and apply this in the discount code section.

We only accept one payment method at checkout, in addition to any applicable gift cards.

Only one discount code can be applied to your order. Discount codes cannot be used in conjunction with any other offers.

Customers can use multiple gift cards in a single order. To do so, enter each code separately at checkout.

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. 

It is also available at all Billini stores; click here to find your nearest store.

Afterpay is a buy now, pay later payment method available for Australian residents.

Pay in 4 equal fortnightly installments across all online purchases after you receive them.

Afterpay is only available to Australian residents over 18 years of age, and for purchases under $1000.

Further information on Afterpay can be viewed here.

You can add your Billini Gift Card as a payment method at checkout. 

• Desktop & tablet devices: Navigate to the right-hand side (below your cart) where it says Apply Gift Card/Discount and enter your details.
• Mobile devices: Scroll to the bottom of the checkout to locate the field Apply Gift Card/Discount and enter your details.

If you experience any issues, please contact us on live chat or here.

Delivery times do not include dispatch times and delivery timeframes are after dispatch from the warehouse. Please allow up to 48 hours for your order to be dispatched (excluding weekends, public holidays and busy sale periods)

Shipping Delays In Peak Periods - Please allow additional time for orders to be dispatched and delivered into regional areas & during sale/promotional periods. During sale periods, our team works extremely hard to get everything picked, packed and sent out as quickly as possible.

For fastest delivery, we recommend selecting Express Shipping at checkout. This means it will be Express shipped once dispatched from the warehouse.

For more information please visit our Shipping & Delivery page.

AUSTRALIA
We offer FREE standard shipping Australia wide on orders over $79, & $12.95 express shipping. For all orders under $79, we charge a $9.95 shipping fee.

ALL OTHER COUNTRIES

• NEW ZEALAND: Free Shipping for orders over $120 NZD or $15 NZD for orders under $120 NZD & $20 NZD Express Shipping
• SOUTH EAST ASIA: $20 AUD flat rate on all orders
• UNITED KINGDOM: $25 AUD flat rate on all orders
• EUROPE: $30 AUD flat rate on all orders
  
• UAE: $35 AUD flat rate on all orders

Styles listed as PRE-ORDER carry an estimated time frame for dispatch, this can be found in the description of the product. 

These time frames are not exact and are subject to change at any time; please use as a guide only. 

Please allow 2-3 business days for dispatch once the PRE-ORDER item(s) are in back in stock.

You will receive an email and tracking information once your item(s) are dispatched.

PRE-ORDERS may ship earlier than the estimated dispatch date listed, and will be shipped separately to other item(s) that are in stock in your order. 

Returns & exchanges are valid on PRE-ORDERS from date of dispatch, not order date.

Australian Orders can be delivered to a PO Box, Parcel Locker, business or residential address. If you are not home, your order will be left in a safe place at the delivery address.

International deliveries must be shipped to a home or business address. 

AUSTRALIA

• Standard shipping can take 1-5 business days after dispatch, depending on your location
• Express shipping usually takes between 1-2 business days, depending on your location
• Customers in regional areas may see delivery timeframes longer than stated above

ALL OTHER COUNTRIES

• NEW ZEALAND: estimated delivery time is 5-7 business days
• SOUTH EAST ASIA: estimated delivery time is 5-7 business days
• UNITED KINGDOM: estimated delivery time is 10-20 business days
• EUROPE: estimated delivery time is 10-20 business days

Delivery times do not include dispatch times & may be subject to courier delays.

We deliver all parcels with Authority to Leave (ATL), so no signature is required on delivery.

This means if you are not at the time of delivery your parcel will be left in a safe place at the delivery address.

If there is no safe place, your order will be sent to your local post office.

International purchases may incur taxes and duties by customs in the country where the order is delivered. 

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 and 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 rest with the customer.

We send all parcels Authority to Leave (ATL), so a signature is not required on delivery.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home/building and with other members of the household, neighbours, building management or reception who may have collected the package for you.

If you are still unable to locate the parcel, please contact us here so we can investigate with the courier.

Once your order is processed and ready for delivery, we will send you a shipping confirmation email with tracking details. Please allow up to 24 hours to see shipping updates. 

You can follow your delivery via the carriers website by clicking the link in your shipping confirmation email.

Please remember to check your spam or junk folder if you did not get the confirmation email, before reaching out to our team.

If you have made an error when entering your shipping information or need to update it for any reason, please reach out to our customer service team as soon as possible as we only have limited time to amend orders.

If the order has already been dispatched, to attempt a redirection to your preferred address we do recommend downloading the Australia Post app and creating an account with the same email address you placed your order with. In the app, you are able to update your delivery options and redirect with them directly in a few minutes.

To create a MyPost account, please click here.

Alternatively, if you do not wish to download the app, please give them a call on 13 76 78.

Unfortunately, once your order has been placed we are unable to amend the shipping method or update it to Express.

We may be sending your order to you in multiple shipments. In this case, you will receive separate emails with your tracking information regarding each parcel. 
 
If you have purchased shoes and accessories in the same order, we will place all accessories inside the shoe box.  

Still missing items? Please reach out to our Customer Care team via Live Chat during business hours or by the Contact Us Form for assistance. 

If delivery to you fails due to an incorrect address, is left unclaimed or is refused delivery, a re-shipping fee will be required to re-ship all orders.

If you do not wish to have your order re-shipped a return to sender fee of $13.95 will be deducted from your refund.

ONLINE RETURN POLICY

We offer a refund, exchange or credit note on all full price items and an exchange or credit note on all sale items within 30 days from the original purchase date, provided they meet the following conditions:

• Item(s) were purchased from Billini online store - www.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:

• Tan and tanning accessories
• Earrings
• Hair accessories
• Hats
• 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.

Online orders can be returned to any Billini store Australia wide, or through our online returns portal.

Online orders can be returned to any Billini Store Australia wide, or online via our Online Returns Portal.

Sure! Purchases that have been made online may be returned or exchanged to any Billini store free of charge. Please note that refunds will not be processed in-store and will instead be processed by Head Office upon receipt. Exchanges will be facilitated in-store upon item availability.

Click here to find your nearest Billini store.

Please allow up to 2 business days to process your return request. Once processed you will receive funds back to your original payment method within 5-7 business days depending on your financial institution.

Once we have received your return, we aim to process your exchange within 48 hours.

Please fill in our returns form & send your return to the address provided on the form.

The cost for international returns is the responsibility of the customer. We recommend using a tracked method of postage to ensure your item arrives to us safely.

If you’ve purchased from our US website please follow these instructions here.

If you believe your item is faulty/damaged, please lodge your return here. When asked for the return reason please select “the item is faulty”. You will need to upload photos of the fault, and if for footwear, photos of each side of the shoe(s) including the soles.

In the comment section please provide a clear description of the fault/issue. Your return will then be reviewed by our team who are trained to identify faults. If the product is confirmed to have a fault, we will replace the item or provide a store credit or full refund.  

For further information, please visit our Returns & Exchanges page.

If you have received an item(s) that is not what you ordered or there is an issue with your order please lodge your return here. When asked for the return reason please select “I received the wrong item”. You will need to upload photos of the incorrect item(s).

In the comment section please provide a clear description of the issue. Your return will then be reviewed by our team. Once approved we will replace the item(s) or provide a store credit or full refund where a replacement is not available.  

For further information, please see our Returns & Exchanges page.

All items purchased at full price with a 10% or 20% discount code are still eligible for return (excluding items marked as FINAL SALE) as long as your order is within our return & exchange policy.

Yes of course, all items purchased using a discount code are still eligible for return (excluding items marked as FINAL SALE) as long as your order is within our return & exchange policy.

Yes of course, all sale items are still eligible for return (excluding items marked as FINAL SALE).

For more information see our return & exchange policy.