Billabong Help

Orders

Placing your order with Billabong

To order products from our site all you need to do is click on the product you like and add it to your shopping basket. When you have finished shopping, please continue to checkout. If you are a regular visitor to our site and have registered with us before you can access your account by entering your email address and password. If you are a new customer then you can simply enter your details for the first time - no need to register if you are in a rush (This will however aid a quicker checkout next time). Please note that your details will be kept safe and secure and will not be given to any third parties. Once you have completed your address details you will be taken into the delivery screen, if there are any special comments or requests regarding your delivery that you would like us to help you with, please include them here. Proceed to payment in order to confirm your order - check the items, method, billing and delivery address are correct before completing your order.

Can I place a telephone order?

Here at Billabong we are more than happy to accept telephone orders from you if that is your preferred method of ordering.
Please contact us on freephone 0808 178 5869 from a UK landline or +44 (0) 1604 649 241 from a mobile or overseas.

I need more information about a product

We try to give as much information as possible about all our products including the colour, materials and plenty of clear images, however we appreciate that sometimes there are things that just have not been included.
If you do need any more info please get in touch with our customer service team and we will happily tell you anything else you need to know.

How will I know if the product will be the right size?

Here at Billabong we attach a size guide on every product to allow you to pick the size that best fits your measurements.

How do I measure myself?

As a general rule, try to keep the measuring tape firm, but not tight. If you're measuring yourself, try and take them more than once, to average out any changes in your posture. If you can get somebody to help as this can make it easier.

MEASURING YOUR CHEST - Simply measure around the fullest part of your chest, keeping the tape level under your arms and across your back.

MEASURING YOUR WAIST - Just measure around the narrowest part of your body.

MEASURING YOUR INSIDE LEG - Take a measurement from the very top of your inside leg, down to your ankle bone.

I ordered the wrong stuff! What do I do?

Please call us as soon as possible, so we can correct your order before the goods ship. For assistance please email eu-store@billabong.com or contact us on freephone 0808 178 5869 from a UK landline or +44 (0) 1604 649 241 from a mobile or overseas.

Can I change my order?

Once your order has been placed it is very difficult for us to change your order because we aim to dispatch it ASAP, We would need you to re-order your preferred item and return the incorrect one once received.

Can I cancel my order?

Yes you can cancel your order, providing your order is yet to be dispatched we will attempt to cancel back your order should you no longer require it before it is dispatched. We advise that you contact us as quickly as possible as we do attempt to get your orders out quickly meaning this will not always be possible before dispatch. If that is the case and it is too late for us to cancel before dispatch we will of course refund your order, all that we ask is that you either refuse the delivery (this will mean the package is automatically returned to us) or if you have already received the package please send it back to us in the condition you received it.

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.

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PAYMENT

Accepted forms of payment

We accept all major credit and debit cards: Visa, Mastercard, plus Paypal. We do not accept American Express.

What is a CSC code?

A card security code is an added safeguard for your card purchases. Depending on the type of card you use, it is a 3- or 4-digit number printed on the back or front of your credit card. For most online credit card purchases from us, the security code is required information. Your identification number is the 3-digit number found on the back of your credit card near the signature panel.

Timing of billing

Your card will only 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.

Why was my order cancelled / declined?

We will always try to contact you if an order has to be cancelled. This may be due to you entering address details/card details incorrectly. If you have moved recently and not amended your address, cancellations may also occur.

DELIVERY

When will my order ship?

Orders typically ship within two days from submission, excluding weekends and Bank holidays. A shipping confirmation email will be sent when your order leaves our warehouse.

How long will it take my order to reach me?

Billabong offers a range of delivery methods which you are able to select during the checkout process. These include FREE UK delivery via Courier deliveries with 24/48 hour delivery options.

How will my order be sent?

Your order will be sent by Parcel Force, We do however aim to fulfill your requests when possible.

Has my order shipped?

You will receive a shipping confirmation notice via email when your order has left the warehouse. If it has been more than a few days since entering your order and you have not received shipping confirmation, please contact customer service at eu-store@billabong.com or by calling us on freephone 0808 178 5869 from a UK landline or +44 (0) 1604 649 241 from a mobile or overseas.

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 entering your order and you have not received shipping confirmation, please contact customer service at eu-store@billabong.com or by calling us on freephone 0808 178 5869 from a UK landline or +44 (0) 1604 649 241 from a mobile or from overseas.

How much is UK delivery?

Please visit our Shipping page for a full list of options, complete with all the information you will need to know about our fantastic delivery service.

Can I order from another country?

You can have your order delivered to another country please see our Shipping page for a full list of countries that we deliver to, complete with all the delivery prices for all overseas orders.

There is a problem with my shipment, what should I do?

If you encounter a problem with your order that is not covered in our FAQs, please call us to discuss your issue and we will get it all sorted for you as quickly as possible. Please contact customer service at eu-store@billabong.com or by calling us on freephone 0808 178 5869 from a UK landline or +44 (0) 1604 649 241 from a mobile or if you are calling from overseas.

My order never arrived.

If your order has not arrived within the estimated delivery period, it could be due to the following reasons:

  • The parcel carrier has experienced a delay. If this is the case your tracking information should display any updates and the new expected delivery date. Please refer to your confirmation email as the information to track your order will be included within it.
  • Your parcel has been left with a neighbour. (Was a card left?)
  • Your parcel has been left in a safe place (if you requested this in the delivery notes).

If however none of the above apply, please do not hesitate to give us a call and we will investigate the delay for you.
Please contact customer service at eu-store@billabong.com or by calling us on freephone 0808 178 5869 from a UK landline or +44 (0) 1604 649 241 from a mobile or if you are calling from overseas.

Returns

Can I return my order?

Billabong offer a 30 day returns policy as long as your order is in the exact condition received we will return your item free of charge.
Please find your returns labels enclosed within the packaging of your parcel and refer to our Returns & Exchanges page.

How long will it take to be refunded?

We aim to process your returns as quickly as possible, please allow up to 7 working days from Billabong receiving your return for your refund to clear.

Do you offer and accept gift cards?

Currently we do not have an online gift card option, coming soon!