FAQs
Have questions or need assistance? We’re here to help! Please fill out the form below with your inquiry, or feel free to get in touch directly at hello@billiefrank.com.au. We look forward to hearing from you!
Check out our Frequently Asked Questions below for quick answers to common inquiries. We're here to help make your experience as smooth as possible!
Shipping
What Are Our Shipping Options And Costs?
Enjoy Free Standard Shipping on All Orders Over $75!
Shop more and save! All orders over $75 are delivered for free across Australia, and yes, tracking is included.
Need Your Order Fast? Opt for Express!
For just $4.95 extra, upgrade any order to express delivery and receive your items even quicker.
Orders under $75 the following shipping options are available:
- Standard Shipping: Get reliable delivery with tracking for just $9.95.
- Express Delivery: In a rush? Opt for our express service at $14.95 and enjoy faster shipping with tracking.
What shipping carriers do you use?
We partner with Australia Post to ensure your items are delivered safely and securely. With a trusted carrier like Australia Post, you can rest assured that your order is in good hands, from our doorstep to yours!
Where do you deliver?
We're excited to offer delivery across the entire country! No matter where you are in Australia, you can enjoy our products delivered straight to your door.
Tracking & Delivery
When will my order be shipped?
We ship daily from Newcastle, Australia, using Australia Post and strive to dispatch your order within 24 hours on weekdays.
- Standard shipping - $9.95
- Aus Post Express Delivery - $15.95
Please note the following estimated delivery times. These times are an estimate only and will vary according to the time of year:
- Standard parcel post, Australia: 3 - 9 business days
- Express parcel post, Australia: 1-3 business days
Can I change my delivery address?
Absolutely! You can change your delivery address as long as the request is made before your order is dispatched. To update your address, please contact us promptly, and we’ll take care of it for you.
How can I track my order?
Once your order is on its way, you'll receive an email with all the shipping details you need to track it. Keep an eye on your inbox for this update, which will help you follow your order’s journey to your doorstep!
Returns
Can I Return or Exchange Items if I Change My Mind?
At Billie Frank The Label, your satisfaction and safety, along with that of your little ones, are our top priorities. Given the hygienic nature of our products, we do not accept returns or exchanges for change of mind. However, if your item is faulty, we are here to help. Please contact us for assistance with a return or exchange in case of defects.
My item is faulty, what should I do?
If you believe your product is faulty or has been damaged during delivery, please contact us immediately at support@billiefrankthelabel.com.au We will guide you through the process of returning the item for a thorough inspection. If the product is confirmed to be faulty, you can choose between a full refund or a replacement at no additional cost.
We ask that you report any issues within 7 days of receiving your product to ensure timely resolution.
Thank you for understanding and for choosing Billie Frank The Label. We are committed to providing you with high-quality, safe, and stylish products for your children