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Returns & Exchanges

At Bibilo we want you to be completely satisfied with your purchase. You’ve trusted us with your hard-earned money and we want you to use your new purchase with ease and confidence. If you decide that the product you purchased is not right for you, we offer a generous returns policy.  

I don't like the item I ordered, can I return it for a refund or exchange?

We know online shopping can be hard - sometimes things can look different in real life to those online.  That’s why you have 14 days to return your product if you are not 100% happy with it!

We’ve made this real simple for you:

  1. Let us know within 24 hours of receipt that you would like to return your order.  Email us here.
  2. Do not tear open the package in your excitement as we will need the original packaging to be intact and in its original form to issue your refund or exchange.
  3. Return your order back to us within 14 days.  You will receive a full refund less any postage costs paid.  You will also need to cover the postage to return the item back to us.  We recommend you use the same service that delivered your order or registered post as we will not be responsible for any lost items.
  4. Once we receive the item back, your refund will be processed within 2-3 days in the same method your payment was processed.
  5. If you would like to exchange for another item, let us know the details and we will contact you to arrange all the nitty-gritty details.

We do not accept returns on obviously used items, bedding (for health reasons), sale or clearance items unless they are faulty.

Can I cancel my order?

Due to orders being shipped out within 3-4 days of ordering, on most occasions we are not able to cancel your order.  Our wonderful suppliers and warehouse staff are lightning quick at packing and shipping your order to meet this timeline. We will however do everything we can to try and assist but cannot promise! Please contact us on 03 8838 2013.

My item arrived damaged, what now?

We are so sorry to hear this!  We know how disappointing it can be for your order to arrive in this state.  

  1. Firstly, we ask that you let us know by phone or email within 24 hours of receiving your order.
  2. Next, email us images of the package and the damaged item together with your order number and contact details to support@bibilo.com.au

One of our lovely customer service staff will then contact you to advise on the next step.  You can request a refund or replacement for damaged items.

It’s a Christmas gift, what’s the latest I can return it if they don’t like it?

We hope they love the gift you painstakingly searched for and chose but there is always the odd chance that you got this one wrong!  Don’t panic, over Christmas our returns policy is extended. Orders purchased in November or December will have until January 15th to be returned.  Hope that gives you a little breathing space. Happy gift giving!

 

Any questions just get in touch! 

support@bibilo.com.au