Frequently Asked Questions
Got Questions? We've Got Answers! We want your Bilby Threads experience to be as smooth as your next adventure! Whether you're wondering about shipping, returns, product care, or placing an order, you'll find all the answers right here. If you still need help, feel free to reach out - we’re a small family-run business, and we’ll get back to you as soon as we can.
Can I cancel my order?
Can I cancel my order?
We aim to process orders quickly, so cancellations are only possible within 12 hours of purchase. If you need to cancel, please contact us as soon as possible at hello@bilbythreads.com
What payment methods do you accept?
What payment methods do you accept?
We accept major credit and debit cards, PayPal, Afterpay, and other secure payment options at checkout.
My discount code isn't working?
My discount code isn't working?
Check that the code is entered correctly and that it hasn't expired. Some codes may have exclusions. If you're still having issues, contact us for assistance.
Do I have to pay for delivery?
Do I have to pay for delivery?
We offer free Standard Shipping on orders over $100 and $12.95 Standard Shipping on orders under $100. Please note, the shipping cost that we incur for orders is non refundable.
How long will it take for my order to arrive?
How long will it take for my order to arrive?
Delivery times vary based on location. Please allow 3-5 business days for Australia metro areas. For Australia rural areas, please allow 4-7 business days.
Do I need to sign for my delivery?
Do I need to sign for my delivery?
Most orders are sent with tracking and may require a signature upon delivery, depending on the shipping provider.
Where's my order?
Where's my order?
Once your order ships, you'll receive a tracking link via email. If there are delays, please check with the courier before reaching out to us.
How do I return an item?
How do I return an item?
To initiate a return, please contact us within 14 days of receiving your order. We accept returns on unused, full-priced items within our return period. Items must be returned unused, in original packaging, and meet our Returns Policy requirements. Customers are responsible for return shipping costs unless the item is faulty.
What do I do if my item is faulty?
What do I do if my item is faulty?
We stand by our quality! If your item arrives damaged or faulty, please email us at hello@bilbythreads.com with photos, and we'll arrange a replacement or refund.
Where are Bilby Threads products crafted?
Where are Bilby Threads products crafted?
Our products are ethically made with sustainability woven into every decision. We partner with carefully selected responsible manufacturers in both Australia and China who share our values of craftsmanship, quality, and fair working conditions.
Before choosing our manufacturing partners, we personally vetted their facilities and practices to ensure they uphold the standards our conscious community expects. We believe in transparency and responsible production that respects both people and planet.
This thoughtful approach allows us to create adventure-ready, family-friendly products of exceptional quality while maintaining our commitment to ethical practices throughout our supply chain. For families who want to make mindful purchases aligned with their values, our production partnerships reflect the same care we put into our designs.
The result? Beautiful, durable products you can feel good about bringing into your home and outdoor adventures.
How do I contact you?
How do I contact you?
For inquiries, the best way to reach us is via the contact form on our website or by emailing hello@bilbythreads.com. We are a small family-run business and will get back to you as soon as possible.
