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    Returns & Refunds

    Change of Mind/Cancelled Orders

    We want you to be entirely happy with your purchase from Bilbies Boutique.

    Please email bilbiesboutique@outlook.com.au either prior to your products being sent or within one (1) week of receiving your products. In your email please state your order number along with details as to whether you have changed your mind for the entire order or specific items.

    If you have requested a refund due to change of mind, it is your responsibility to post the returned products to us and to pay for the costs of the return postage. Once your items are returned and inspected, we will send you an email to notify you of our approval or rejection of your refund.
    If your refund is approved, we will:

    1. charge a $10.00 flat rate restocking fee off of the total amount that would otherwise be refunded for the returned items to cover our processing costs;
    2. process your refund meaning that a credit for the refund amount will automatically be applied to your credit card or original method of payment as soon as possible


    The products you wish to return must be unused (i.e. for nappies that means unworn and unwashed) and in the same brand new condition that you received them. The products must be unopened and in the original packaging where applicable.

    Several types of goods are exempt from being returned whether it has been worn or not:

    • Gift cards
    • Health and personal items such as toothbrushes & cloth pads


    We have made every effort to display as accurately as possible the colours and images of our products on our website. We cannot guarantee that your computer monitor's display of any colour will be accurate. We also cannot guarantee that the print placement will be the same as any image on our website. In these circumstances, we will not provide a refund because the colour of our products is slightly different to that shown on our website or because the print placement is different to the image for that product shown on our website.

    When returning products to us, we recommend using a trackable shipping service or purchasing registered post - should the total be over $75 we also recommend extra insurance cover. 
    We will not be held liable should the package be lost in transit or damaged in transit on it's return to us. 


    Pre-Orders

    Unfortunately due to the nature of pre-orders, we are unable to offer a refund unless the item is deemed faulty. 

    Replacement or refund of damaged/faulty products:

    For faulty products we will gladly organise a replacement or refund as per the manufacturer's warranty. However, if you use a product incorrectly, you are not able to claim that the product is faulty.
    Refunds/replacements are not offered where the nappies have been damaged by misuse (i.e. not following manufacturers care and wash instructions), normal wear or tear or nappies that leak or smell.

    Due to us stocking numerous brands, please contact us so we can discuss the process.

    To complete the refund/return, you must be the original purchaser.

    We will cover the costs of the postage to get replacement products(s) to you as soon as possible. 

    Please email bilbiesboutique@outlook.com.au and be sure to include in your email:
    - order number from which the item was purchased
    - the item in question including the brand
    - the damage/fault (the more detail the better)
    - photos

    Pending the outcome, we may request you to send the item back to us. Upon receipt of the faulty/damaged item, should we deem it eligible for a refund or replacement, you will receive free shipping on your next purchase. We will then also discuss whether you would like a replacement sent out or a refund.

    Whilst all due care will be taken to ensure your parcel is packed and sent safely, Bilbies Boutique can not be held liable for any damages or missing items in transit once they have left our store. 

    Sale items (if applicable)
    Sale items are not eligible for a change of mind refund.
    Items that are faulty are subject to warranty claims and will be assessed as above.

    Shipping
    To return your product, you will be given instructions once you email us at bilbiesboutique@outlook.com.au

    You will be responsible for paying for your own shipping costs for returning your item, if product is found to be faulty we will provide you with free shipping on your next purchase. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    We recommend using a trackable shipping service or purchasing registered post - should the total be over $75 we also recommend extra insurance cover. 
    We will not be held liable should the package be lost in transit or damaged in transit on it's return to us.