RETURNS & REFUNDS

We hope you love your BILLIES bag. If it’s not quite right, you can notify us that you wish to return it within 14 days of receiving your order.

Once you have requested a return, the item must be sent back to us within a further 7 days.

Requesting a return

To request a return, email mail@billiesuk.com with your order number and reason for return.

We will provide the return instructions and return address.

Return condition

Returned items must be:

• unused, other than reasonable inspection
• free from marks, scratches, stains, odours, creasing or signs of wear
• returned with the BILLIES dust bag and all included accessories
• returned with the original box and protective packaging where possible
• securely packaged to prevent damage during transit

Protective coverings

Please inspect and try on your bag carefully.

Do not remove the protective coverings from the handles, rings, logo plate, star details, zip pulls, base feet or other hardware until you are sure you wish to keep the bag.

The protective coverings help prevent scratches and allow us to confirm that the bag has not been worn.

If any protective coverings have been removed, the bag will be inspected carefully when returned. Removing the coverings does not automatically prevent a return; however, if the bag shows scratches, marks, wear or any other reduction in value caused by handling beyond what is reasonably necessary to inspect it, we may make a reasonable deduction from the refund.

Refunds

Once your return has been received and inspected, we will confirm the outcome by email.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned item or valid evidence that it has been sent back, whichever is earlier.

Your refund will include the cost of our standard outbound delivery option. Any additional amount paid for an upgraded delivery service will not be refunded.

Your bank or payment provider may require additional time to process the refund.

Return shipping

For change-of-mind returns, return postage is the customer’s responsibility.

We strongly recommend using a tracked service and keeping your proof of postage until your refund has been completed.

If your item is faulty, damaged or incorrect, please contact us before returning it. Where confirmed, BILLIES will cover reasonable return costs.

Natural leather variations

Each bag is made from real cowhide leather with a natural pebbled grain.

Slight variations in grain, texture, colour and appearance are expected and mean that every bag is slightly different. These natural characteristics are not considered faults.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or incorrect, email mail@billiesuk.com as soon as possible with:

• your order number
• a description of the issue
• clear photographs showing the problem

We will review the issue and arrange an appropriate refund, repair or replacement.