Hey surf crew! At Billabong Shop, we want you to be stoked about every purchase. If your gear isn’t quite what you expected, we’ve got your back with our easy returns process. Read on for all the details about shipping and returns!

Shipping Information

Order Processing

We process all orders within 1-2 business days of receiving your payment. Once your order ships, you’ll receive a confirmation email with tracking information.

Shipping Methods & Delivery Times

We offer two shipping options to get your surf gear to you:

  1. Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipping
  2. Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipping

Note: We ship worldwide, excluding some Asian countries and remote areas. International customers may be subject to customs fees which are the responsibility of the buyer.

Returns & Exchanges Policy

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for return, items must be:

  • Unworn, unwashed, and in original condition
  • With all original tags attached
  • In the original packaging

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Rashguards
  • Wetsuits (Men’s & Women’s)
  • Any items with removed tags or signs of wear

How to Return or Exchange

Follow these simple steps to return your gear:

Step 1: Submit Your Request

Email us at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return

Return Request Template:

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

Hey Billabong Crew,

I’d like to return/exchange the following item(s) from my order #[Your Order Number]:

Item Name: [Product Name]

Size/Color: [Details]

Reason: [Too small/too large/different than expected/etc.]

Please let me know next steps!

Mahalo,

[Your Name]

Step 2: Wait for Approval

Our customer service team will respond within 2 business days with:

  • Return authorization
  • Shipping instructions
  • Return address: 109 Cambridge Station Road, Louisville, US 40223

Step 3: Ship Your Return

Package your item securely and ship to our Louisville facility. We recommend:

  • Using a trackable shipping method
  • Including your order number inside the package
  • Keeping your tracking number until refund is processed

Refund Process

Once we receive and inspect your return:

  • Refund Timing: 3-5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Exchanges

Want a different size or color? Here’s how exchanges work:

  1. Follow the return process above
  2. In your email, specify the replacement item you want
  3. We’ll process the exchange once we receive your return

Note: If the exchange item costs more, you’ll need to pay the difference.

International Returns

For customers outside the US:

  • You’re responsible for return shipping costs
  • Customs/duties fees are non-refundable
  • Processing may take 2-3 weeks after we receive your return

Need Help?

Our customer service crew is here to help with any shipping or return questions:

Now that you know the details, you can shop with confidence. If the waves aren’t calling, maybe some fresh gear is! 🤙