Billabong Returns Policy

★
Complete mess
Complete mess! Awful service. Do not buy from this company. Returned an order to the US which was even a hassle, they then received it but never refun... Complete mess! Awful service. Do not buy from this company. Returned an order to the US which was even a hassle, they then received it but never refunded or acknowledged the return therefore making me lose the product and my money due to Paypal refusing the case as it was over 30 days since delivery to my address. No decorum at all, do not waste your time with these people. Read more

MRSURSULAROGAN

★
Won't allow to return from Canada
I am located in Canada but ordered something from US site only to find out I am unable to return from Canada even if I pay for shipping myself. This i... I am located in Canada but ordered something from US site only to find out I am unable to return from Canada even if I pay for shipping myself. This is predatory business practice and this is not properly explained on the website. While I like their cloth customer service is awful...I do not recommend buying online their products. Read more

Nana

★★
The negative reviews aren't wrong
The negative reviews aren't wrong. While I love their stretch boardshorts (I've bought many over the past several years), their customer service compl... The negative reviews aren't wrong. While I love their stretch boardshorts (I've bought many over the past several years), their customer service completely undoes any positive feelings I once had about the company. For example, I received three swimsuits that were not as described in the website (advertised as 4-way stretch, but had zero stretch), and one of them was too small. The fact that it didn't stretch would have been a deal breaker, but it plainly stated in the description that it was 4-way stretch, so I bought it. The part about being too small was admittedly my mistake, as I accidentally forgot to select M on one of them in the order, and got the default S. Where that part becomes their customer service issue is that I noticed my error within seconds of submitting the order online, and couldn't see a way to cancel. I called Billabong customer service, only to be told that they couldn't cancel orders once placed, but I could return it for a refund once received. I thought that was ridiculous, since I had just placed the order less than a minute before placing the call, but what was I to do? I returned the small one after it finally arrived (kept the ones that fit), but they then charged me $7.99 service charge to get my refund. They should have just cancelled the order before shipping since it had been placed literally seconds before I called, but they refused to. The phone rep wasn't friendly or helpful, just said it couldn't be done. I haven't received what's left of my partial refund yet, but I expect (hope) I will get it at some point. By the way, I left a negative review on their website about the whole experience weeks ago, but it still hasn't shown up on their website. I hope they'll get around to it one day. I think I'm finally done with Billabong, and it's honestly sad to see such a recognized brand damaging its own reputation like this. I hope they can turn it around. Edit: I did get my reduced refund. Raising from one to two stars. It would have been four stars if the material hadn't been misrepresented, and a $7.99 restocking fee deducted from my refund. While it's true that I ordered a smaller size than intended, I could have probably still kept and worn it if the material had indeed been 4-way stretch as advertised on their website. Read more

Gary Walker

★
Poor quality product
Poor quality product. Purchased a cap for $39 (roughly 4 times more expensive than other brands) and it faded in the sun after 1 week. Struggling to r... Poor quality product. Purchased a cap for $39 (roughly 4 times more expensive than other brands) and it faded in the sun after 1 week. Struggling to return the product and get a refund. Read more

Alex

★
billabong wont refund you unless you chase after them
Was assisted by a live person over the customer service line who informed me of information about my order's return status--confirmed the merchandise ... Was assisted by a live person over the customer service line who informed me of information about my order's return status--confirmed the merchandise was received back 5 days after I shipped it, and informed me I'd receive my refund. Billabong has had their merchandise back in their inventory for over 30 days and I still have not seen my refund pending or received an email confirming they received it. I've emailed them all the information to check the order status: order number, FedEx tracking information, person whom signed off on receiving the package, I asked for my rightful refund but still have not received anything. I've called them again and spoke to another live person who happily helped me with my refund over the phone (which the estimates quoted were inaccurate according to what I am due back). In their missions statement, "Inspire youth, Progress as the world evolves, Make a difference to the community and environment: well they are far from accomplishing a mission if they can't meet customer service needs let alone respond to an email. Byellabong Read more

JN

★
Awful
Awful Never received a order number! The clothes came in plastic bags, crumbled up and completely wrong sizing! And trying to return one out of three ... Awful Never received a order number! The clothes came in plastic bags, crumbled up and completely wrong sizing! And trying to return one out of three items was impossible Don't use there website!!!!! Read more

Kathleen Rosenthal

★
Slow return process
Slow return process, have been waiting since April. No Customer service response. $7 for restock, ridiculous!... Slow return process, have been waiting since April. No Customer service response. $7 for restock, ridiculous! Read more

Marina Reov

★
No such thing as returns!
Been a loyal customer for years with a dozen orders online. Finally needed to return one item after all this time. They shut down the link to do a ret... Been a loyal customer for years with a dozen orders online. Finally needed to return one item after all this time. They shut down the link to do a return, won't respond to emails and won't answer the phone. If I can't buy with confidence that I can return an item, then I won't be ordering from them at all. Avoid unless you're sure you won't have to return anything from your order!! Read more

Scott Radom

★
Terrible customer service
Terrible customer service. Purchased a gift for Christmas and couldn't return in January!! Ridiculous!! Will never buy direct from billabong again - w... Terrible customer service. Purchased a gift for Christmas and couldn't return in January!! Ridiculous!! Will never buy direct from billabong again - will buy through Macy's or other retailer if I really want something billabong, a company that has a “normal” return policy around the holidays - they suck and I would give negative stars if I could!!! Read more

Tami Kepler

★★
Slow Returns & Return fees??
Billabong returns state 7-10 business days processing. More like over 1 month. I confirmed my package was received by a returns agent less than 2 week... Billabong returns state 7-10 business days processing. More like over 1 month. I confirmed my package was received by a returns agent less than 2 weeks and when I emailed customer service (after the package had been "delivered for 10 business days"), they confirmed the return. It was exactly another "10 full business days" to process my return and another 2 business days for the amount to hit my bank account. And customer service told me to follow up by the 18th of September. I didn't and had to wait until the 30th of September for money back. Not only did I pay for RETURNING THE PACKAGE, BUT THEY CHARGED A RETURN FEE. $68 order with return of only $53. LAUGHABLE 25% of my order charge GONE. Never again. Read more

Josh

★★★★
Full refund (inc.all postage) for innacurately sized garment.
A Boardriders company inc. Quiksilver, etc.... I've had to edit my earlier review. I'd complained about being forced to pay shipping fees for the retu... A Boardriders company inc. Quiksilver, etc.... I've had to edit my earlier review. I'd complained about being forced to pay shipping fees for the return of garments clearly inaccurately sized. I'd had the price of the garment refunded but the £5 additional cost for return postage was not. This morning however I recieved an additional unexpected refund which included both the original shipping fee and the return fee so I am now happy not to be out of pocket. Credit where credit is due. Read more

Matthew Simpson

★
Don't order online unless you want to lose double shipping costs if you need to return it
The only company I have experienced that charges you a special fee to return an item you bought online. I ordered an item online and it did not fit me... The only company I have experienced that charges you a special fee to return an item you bought online. I ordered an item online and it did not fit me so I mailed it back and not only was the shipping taken from my refund (which is fine, I know that can be standard) but another fee that was almost equivalent to the shipping cost as just a return fee. So they kept $15.46 from my refund because I don't have a billabong close by and an item did not fit and keeping the shipping fee was clearly not enough for them Read more

Courtney Mackey

★
Really terrible company
Really terrible company. Something went wrong when adding my order, I entered the promo code to receive a free duffel bag but can't have done it corre... Really terrible company. Something went wrong when adding my order, I entered the promo code to receive a free duffel bag but can't have done it correctly. I called them when I didn't receive the bag in the parcel and they advised I didn't press select and so they can't honour and include the bag. They advised I need to return my order and re-order the same goods to get the bag. I can't believe they are willing to waste resources, time, shipping and fuel instead of helping their customers! Looked into them, it appears they use sweatshops to manufacture their clothes and so I'm unsurprised at their lack of care and unsustainable attitude. Will be returning but will not re-order. Read more

Michelle Holland

★
It is a fraud copany
It is a fraud copany. Not clear that they will return money for my refund, and seems they want to make me pay return costs, though it is clearly state... It is a fraud copany. Not clear that they will return money for my refund, and seems they want to make me pay return costs, though it is clearly stated that returns are free for members. It is one of the worst experience! I recommend stay away from ordering anything directly from their homepage Read more

Ernesta Ernest

★★
Terrible support service
I can say, that I like cloths. No complains about the items in itself, but delivery is far from good. I have ordered 3 items and jacket came in a wron... I can say, that I like cloths. No complains about the items in itself, but delivery is far from good. I have ordered 3 items and jacket came in a wrong size. I made a return. I have made a new order with 2 items, 1 was removed and I was not even informed and the jacket came in a wrong size again. I have made a return. After 1 week returned items money havent reached my account.. i contacted support service, but no response from them either. After this experience I will never order anything directly from Billabong page. Read more

Ernesta Ernest

★
Billabong Company - no integrity ...
Billabong Company customer service lacks integrity return shipping cost that customers have to pay instead of including a return label or ability to p... Billabong Company customer service lacks integrity return shipping cost that customers have to pay instead of including a return label or ability to print one off is quit expensive cost to put onto the customer. Not worth a purchase then .. better to shop with someone else who wants return customers Read more

Sheri Prechel

★
Bad quality and experience
Ordered 7 items for the holidays, 2 never shipped and one was the wrong size. They don't offer exchanges, the only way to correct was to return the it... Ordered 7 items for the holidays, 2 never shipped and one was the wrong size. They don't offer exchanges, the only way to correct was to return the items and buy them again at a higher price. Customer service and supervisor didn't offer any way to help. Read more

Val Garcia

★
Free shipping isn't free return
Surprised to find out that the free shipping does not mean free return as well. Never had this before with online shops who do free shipping. Typical ... Surprised to find out that the free shipping does not mean free return as well. Never had this before with online shops who do free shipping. Typical money hungry company that externalizes all the risk to the customer. Learned my lesson! Read more

E Ma

★
NEVER BUY FROM BILLABONG
I have never had such a horrendous customer service experience. I returned an item in March, it was received at their shipping center in April, it is ... I have never had such a horrendous customer service experience. I returned an item in March, it was received at their shipping center in April, it is now June and I still have not received my refund. I've called costumer service 8 times now and get the same response every time “we're sorry, the refund has been process and should be reflected in your account in 2-4 business days.” 2 months later, still no refund. When I filed a dispute against them, they claimed the merchandise was still in my possession even though I have months of customer service exchanges and proof of return/ refund processed. Now they are claiming the refund was issued on their end and the problem is with my bank. NEVER buy from billabong. Read more

Natalie Hanson

★★★
I love the clothing but fix fulfillment/returns please!
So I love the clothing and the style which is why I'm giving it 3 stars BUT there is serious work needed in the shipping/returns/customer service/fulf... So I love the clothing and the style which is why I'm giving it 3 stars BUT there is serious work needed in the shipping/returns/customer service/fulfillment area. It's pretty much a regular thing to wait 2 weeks or more to get your shipment (I'm waiting for some sandals that will take two weeks right now). I did a return of two items and I was only credited for one item (called customer service and they fixed it but I shouldn't have to call). It took them 4 weeks to process the refund after they had the item in hand which seems a bit long. Customer service is overseas reps so be prepared for some language/understanding barriers if you call. At these prices you'd expect a bit more customer service in these areas. I'll still be a loyal customer as long as I enjoy the styles/clothing/vibe but I've had to adjust my expectations quite a bit. Read more

Lisa Jaspers