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FAQ

MY ACCOUNT

How do I sign in?

If the username and password you’ve used in the past is no longer working, you may need to create a new account. We apologize for the inconvenience. We recently gave our site an exciting new look and behind-the-scenes overhaul. We hope you like it!

Why is my personal information no longer in My Account?

We recently gave our site an exciting new look and behind-the-scenes overhaul. We hope you like it! If you created an account with us June 26, 2019 or earlier, you will need to create a brand new account. Your new account will not have the information you had stored in your old account. We apologise for the inconvenience. However your new account will offer many new benefits like points for purchases, exclusive perks, and rewards. Please contact customer service if you need any assistance with your new account.

SHIPPING

What payment methods do you accept?

We accept PayPal, Visa, MasterCard & AfterPay.

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.

What is a CVC code?

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.

Why has my card been charged an extra amount?

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.

PAYMENT

What payment methods do you accept?

We accept PayPal, Visa, MasterCard & AfterPay.

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.

What is a CVC code?

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.

Why has my card been charged an extra amount?

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.

RETURNS AND CANCELLATIONS

How do I return an 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.

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, and 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. To submit a warranty claim, please contact customerservice@billabong.com.au and advise of the issue with your item.

CUSTOMER SERVICE

How do I know what size I should buy?

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.

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