Last Updated: [Insert Date]

Cowabunga, surfers! At Billabong Shop, we’re all about catching the perfect wave – whether it’s in the ocean or with your shopping experience. Here’s everything you need to know about getting your surf gear to you and what to do if something isn’t quite right.

Shipping Information

Order Processing Time

We’ll get your order ready to ride the shipping waves within 1-2 business days after payment is confirmed.

Shipping Methods & Delivery Times

Choose the shipping method that works best for your surf schedule:

  • Standard Shipping ($12.95):
    Shipped via DHL or FedEx
    Delivery in 10-15 business days after shipping
  • Free Shipping:
    Available on orders over $50, shipped via EMS
    Delivery in 15-25 business days after shipping

Note: Delivery times may vary depending on customs processing in your country. We ship worldwide except to some remote areas and parts of Asia.

Tracking Your Order

Once your order ships, we’ll send you a confirmation email with tracking information so you can follow your surf gear’s journey to your doorstep.

Returns & Exchanges

We want you to be completely stoked with your purchase. If something isn’t right, here’s how we’ll make it right:

Return Policy Basics

  • Timeframe: 15 days from delivery date
  • Condition: Items must be unused, unworn with original tags attached
  • Original Packaging: Must include all original packaging

Non-Returnable Items

For safety and hygiene reasons, we can’t accept returns on:

  • Sunglasses (unless defective or incorrect)
  • Boardshorts with removed tags or signs of wear
  • Items marked “final sale” during special promotions

Step-by-Step Return Process

  1. Initiate Your Request:
    Email us at [email protected] within 15 days of receiving your order. Use our template below to make it easy!
  2. Pack It Up:
    Securely package the items with original tags and packaging.
  3. Ship It Back:
    Send to:
    Billabong Shop Returns
    3266 Harley Vincent Drive
    Independence, US 44131
  4. Wait for Processing:
    We’ll process your return within 3-5 business days after receiving it.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Billabong Shop Crew,

I’d like to request a [return/exchange] for my recent order (#[Your Order Number]). Here are the details:

Item(s) to return/exchange: [Product Name, Size, Color]
Reason: [Too small/Too large/Damaged/Not as described/Other]
For exchanges: Desired replacement: [Product Name, Size, Color]

Please let me know next steps. Mahalo!

[Your Full Name]
[Your Email Address]
[Your Order Number]

Refund Information

  • Timing: Processed within 5-7 business days after we receive your return
  • Method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is your responsibility unless the item is defective or incorrect

Exchange Shipping

For exchanges, we’ll ship your new item via your original shipping method (standard or free). If you want to upgrade to faster shipping, contact us for options.

Pro Tip: Before returning, check our sizing charts on product pages to ensure your exchange fits perfectly!

Damaged or Wrong Items?

If your surf gear arrives damaged or incorrect, email us immediately at [email protected] with photos of the issue. We’ll make it right with a free replacement or return.

Got Questions?

Our customer service crew is always ready to help at [email protected].

Now that you know our policy, why not check out our latest collection of surfboards, shirts, and boardshorts? The waves (and great gear) are waiting!