Refund policy
Thank you for your purchase!
We hope you're pleased with your order. However, if you're not completely satisfied for any reason, you can return your items within 14 days of delivery. Exchanges or returns are easy and can be started by emailing our support team at support@billiejeans.eu.
This policy applies worldwide. If the laws in your country provide additional consumer rights (for example, longer return periods or different refund rules), those rights remain unaffected.
Return Period:
We offer a 14-day return period, during which you can return your package without giving any reason. These 14 days start once you receive the package.
To meet the deadline:
- You must notify us within 14 days of receiving your order.
- After notifying us, you must send the shipment back within 14 days.
Return Conditions:
All items must be returned in unworn, unwashed condition, suitable for resale, with the tags still attached. You may try items on as you would in a physical store. If an item is returned in a condition that indicates use beyond trying on (e.g., stains, odours, washing, damage), we may refuse the return or reduce the refund where permitted by law.
Shipping costs: Original shipping costs are non-refundable, except where required by applicable law.
Return Costs:
Returns are on us. We cover the shipping costs so you can shop worry-free. Just contact our support team to start your return, and we'll take care of the rest.
Return Processing Time:
If you indicate that you'd like an exchange when contacting us, we will process it as quickly as possible (subject to stock availability). We strive to process returns quickly. Once your return is received at our warehouse, we will handle it within 10 business days. You can track your return using the tracking number provided with your return shipment to see when it arrives at our warehouse. From that point, a 10-business-day processing period begins. Once the refund is issued, you’ll receive a notification, but please note that it may take up to 3 days for the refund to appear in your bank account.
We may withhold the refund until we have received the returned goods (or until you provide proof of return shipment), where permitted by law.
Returns FAQ:
What if my exchange product is no longer available?
Contact our customer service team for assistance. We’ll update you on when we expect to have the product available. If you've already made the return and the product is out of stock, we’ll reach out to work with you on a solution (refund, alternative item, or store credit where available).
Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. If you didn’t receive this email, our customer service team will be happy to help.
What should I do if a product arrives defective or damaged?
Unfortunately, it can sometimes happen that a product is damaged in transit or production. We’re happy to help resolve this issue. Please send a message to support@billiejeans.eu with a photo of the issue and your order number. Our customer service team will work with you promptly to find a solution.
This does not affect your statutory rights regarding faulty or non-conforming goods.
What if I want to return my order after the return period?
Please ensure your return is initiated within the 14-day period to avoid missing the deadline. In rare cases where this isn’t possible, we may offer the option to exchange the product for a replacement or a store credit (at our discretion and where permitted by law). Contact our customer support team to explore the options available.
