Refund policy

At billyja.shop, we accept returns for both defective and non-defective products and offer exchanges. This policy applies to orders delivered to the United States.

1. Return and Exchange Window

You may request a return or exchange within 30 calendar days after receiving your order.

This includes returns because you changed your mind or selected an unsuitable size, provided the item meets the conditions below.

To start a return or exchange, email info@billyja.shop with your order number, the item you wish to return and the reason for your request.

2. Return Conditions

For non-defective returns and exchanges, items must be:

  • In new, unworn and unwashed condition.

  • Free from customer-caused damage, stains, odours or alterations.

  • Returned with original tags, included accessories and original packaging.

Shoes should be tried on indoors on a clean surface and returned without signs of outdoor wear.

These condition requirements do not prevent you from reporting an item that arrived defective, damaged or incorrect. Please describe the issue when contacting us and provide photographs where possible.

3. How to Return an Item

Returns are accepted by mail at our designated return location in the United States.

  1. Email info@billyja.shop within the 30-day return window.

  2. We will review your request and provide return instructions.

  3. Pack the item securely and include your order number.

  4. Arrange return postage and obtain a shipping label from your chosen carrier.

  5. Keep your postage receipt and tracking information until your return is resolved.

Please contact us before mailing your return so that we can identify your order and provide the correct instructions. Any delay caused by our response will not shorten your return window.

Our UK business contact address listed below is separate from this U.S. return location. Please use the U.S. return address and instructions for merchandise returns.

4. Return Shipping Costs and Labels

Non-Defective Returns

For returns due to a change of mind, unsuitable fit, or a size or colour selected incorrectly when ordering, the customer is responsible for the actual return shipping cost.

Customers arrange and purchase their return shipping label directly from their chosen carrier. We do not provide prepaid labels for these returns.

Return postage varies by carrier, package size and shipping service. We recommend a tracked service.

Defective, Damaged or Incorrect Items

If your item arrives defective, damaged, or different from what you ordered, billyja.shop will cover the necessary return shipping costs.

Contact us before arranging postage so that we can explain the return arrangements. If you purchase the return label, we will reimburse reasonable, necessary return postage upon receiving proof of payment.

You will not be charged return postage for a confirmed issue caused by us.

Restocking Fees

We do not charge restocking fees or return handling fees.

5. Exchanges

You may request an exchange within 30 calendar days of delivery, subject to the return conditions above and replacement stock availability.

Please tell us which item, size or colour you would like. We will explain any price difference and applicable replacement delivery costs before you agree to the exchange.

For an exchange resulting from a defective, damaged or incorrect item, we cover the necessary return and replacement shipping costs.

If the requested replacement is unavailable, you may choose a refund for the eligible returned item.

6. Refunds

We will inspect your return and process an eligible refund within 3 calendar days after receiving the returned item. This period includes our inspection and refund processing.

Refunds are issued to the original payment method. We will email you when your refund has been processed.

Your refund includes the amount actually paid for the returned item, after applicable discounts, together with any refundable tax.

For non-defective returns, original delivery charges, if any, are not refundable. For confirmed defective, damaged or incorrect items, we will also refund any original delivery charge attributable to those items.

Your bank or payment provider may require additional time to display the refund in your account. If you have received our refund confirmation but cannot locate the credit, please contact your payment provider or email us for assistance.

If a return does not meet the applicable conditions, we will explain the reason and discuss the available options before taking further action.

7. Your Consumer Rights

This policy does not limit any rights or remedies available to you under applicable consumer protection laws.

8. Contact Us

Store Name: billyja.shop
Website: https://billyja.shop/
Email: info@billyja.shop
Phone: +44 7821993474

Business Contact Address:
15 John Bagot Close
Liverpool, L5 3SH
United Kingdom

Customer Support Hours:
Monday–Friday: 9:00 AM–6:00 PM UK time (GMT/BST)
Saturday–Sunday: Closed

Enquiries received outside these hours will be handled during our next business hours.