Shipping, Exchanges & Refunds
All orders are sent using a carbon offset postal service, which includes door- to-door tracking. Your tracking number will be sent to you upon dispatch, so you can follow you orders journey.
Dispatch is within 2 business days of orders being received, except for Pre-Order and Made-to-Order items. These styles will have various timelines in their product description and will be confirmed when ordering.
Shipping usually takes between 2-7 business days to most areas in Australia, and 10-15 business days to most international destinations.
We are not responsible for lost or stolen packages, delays in shipping and delivery or any damage occurring during transit.
DUTY & IMPORT TAXES
For country's that charge customs duty and tax for products purchased overseas, it is up to the buyer to cover those costs.
A handy way to calculate what these will be is through this Duty Calculator.
RETURNS & EXCHANGES
We hope that you will treasure your Bilboa garment for many years to come, but understand that online shopping can be tricky.
For any orders that aren't quite right, you may send it back for a refund, store credit or exchange.
All custom orders are final.
Sale or discounted items may only be exchanged, or returned for a store credit.
To organise returns and refunds:
1. Email us at firstname.lastname@example.org within 7 days of receiving your order to start a return.
2. We will email you the return address and any other relevant information.
3. Returns must be shipped within 7 days of receiving your order and return tracking number emailed to us. Returns must be packaged securely, unwashed, unworn, and include your order number inside. Return shipping is buyers responsibility.
4. We will let you know once it arrives back and process your refund or store credit.
For orders that qualified for free shipping, standard shipping charge will be taken off return amount.
For exchanges please place a new order of the replacement item you are after, then email us for return details. Your new exchange item will be sent right away and then once your old exchange has arrived, we will process the return via original payment method.
We have the right to deny any returns or exchanges if the garment state or timeframe doesn't adhere to our policy.