Returns Policy

Thank you for shopping at Studio Bilby. We are proud to be an Australian business and all our products are made to order within Australia. We hope you love your purchase, but if things do not go to plan we are here to help. Please read our refund policy carefully to understand our guidelines for requesting a refund.

• Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
• If you received damaged or defective item(s), please submit photos to our Customer Support team before starting a return. This enables us to get the issue resolved as quickly as possible.
• If your return is accepted, we’ll send you instructions on where to send your package, and then please email us the tracking details. Items sent back to us without first requesting a return will not be accepted.
• When we receive and approve your return item(s), in unused/unworn condition, we can process the refund of your purchase price.
• The refund will be issued back to the original form of payment and usually appear on your bank statement within 7-10 business days.

Please note;

• To be eligible for a return, your item must be in the same condition that you received it; unworn/unused, with tags, and in its original packaging.
• You’ll need the receipt or proof of purchase.
• Return requests must be submitted within 30 days of the delivery date, to the customer support email address.
• Shipping fees paid on the original purchase are non-refundable.
• Customers are responsible for return shipping costs, and need to inform us of the tracking details.
• We do not offer exchanges.
• Bulk item orders (20+ items) are not eligible for return.
• As all our products are made to order we cannot offer refunds for ‘change of mind’ purchases.

By shopping with Studio Bilby, you agree to and accept the terms of this refund policy.

Customer support: hello@studiobilby.com