FAQ

Orders are processed as quickly as possible. From the time of confirmation, please allow up to 3 days for processing regardless of the shipping speed selected. Delivery times do not include weekends or holidays. If an item is in stock, it will ship out immediately after processing. If an item is custom or pre-order, please allow for the window of time indicated on its product page. If there is a delay in any processing, every attempt will be made to alert you as soon as possible. Please be patient while we sort through our re-growing pains.

All custom tag necklaces take 3-4 weeks to create. If it is within this time frame and you email asking when your order will ship, our answer will be "all custom tag necklaces take 3-4 weeks to create." We do everything we can to make sure this timeline is correct. If, for any reason, there is a delay due to things out of our control (jeweler is sick, for instance), we will contact you directly. We do not offer rush services on custom necklaces.

PLEASE READ THIS SECTION. You are responsible for paying local taxes and duties on your package. The courier will NOT release your package if these duties are not paid. Packages that are not claimed are sent back to us in the USA. We are not responsible for additional shipping costs this may incur. Custom orders are FINAL SALE. We will contact you to arrange reshipping your order. For international returns, you must provide your own shipping label. Any additional costs to ship your order a second time will be your responsibility to pay.

We use recycled metals. Our gold is solid 14K yellow. Our silver jewelry is all solid sterling. We do not use any plated gold or silver.

Billy! necklaces are pretty sturdy and can last a lifetime if you take care of them.
BROKEN CHAIN: Jewelry is jewelry, and chains can break if you are too rough with your wear. This is a simple fix and we recommend finding a friendly local jeweler to do it for you.
TARNISHED SILVER: This is not an indication of a damaged necklace. Tarnishing is a chemical reaction that happens when left unworn or when it comes into contact with certain soaps, lotions, or perfumes. Even a person’s own skin can react with silver. If your jewelry tarnishes, simply rub it with a silver tarnish cloth or any household silver cleaner. If you have an allergic reaction to silver or gold, stop wearing it and consult a health care professional.
POLISHING: Billy! does not offer any polishing services. In fact, we are against polishing because scratches and wear mean you love your necklace.

FINAL SALE: All Custom Tag Necklaces.
RETURNS: For other goods, we do accept returns. All items must be returned new, unused and with all original packaging and tags attached within 14 days of order receipt. Return shipping cost will be subtracted from the refund total. Click here to start your return. For international returns please send your return to 35 Great Jones St. #3 New York NY 10012 using your own shipping label.
EXCHANGES: Logistically, exchanges are complicated for us. If you aren't happy with your item, we suggest returning it and starting with a clean new order.
GIFTS: If you received Billy! as a gift, we recommend you keep it. If you request a return for it, your gift giver will know. Yikes.

We love that you've been with us for so long! We consider this launch a reset. Right now we aren't reissuing old styles. This will change, but not for a few months. Unfortunately, we cannot accept any returns for old Billy! jewelry or gear. For permanent bracelets; if yours has come off for any reason and you'd like to add a lock to turn your chain into a regular bracelet, please email us at billy@lovebilly.com with PERMANENT LOCK in the subject line.

LOST PACKAGES AND DELAYS: In the event a carrier loses an order or shipments are delayed, we will not be liable. We kindly recommend checking surrounding areas as the  carrier may leave an item in a discreet area for protection. If after checking, the item is not found, please contact us within 72 hours following the delivery date. We suggest filing a claim with the carrier within 24 hours of the delivery notification. For any goods you have paid for but not received, it is standard to offer a store credit once a carrier claim is filed and determined lost. This process may take 30 days or more. If you do not wish to receive credit, we can only further recommend contacting your financial institution directly. Love Billy is not responsible for any delays caused by destination customs clearance processes. Delivery delays not based on stock are outside of our control. We will contact you as soon as possible and take steps to minimize the effect of the delay.

INCORRECT ADDRESSES: We are not responsible for packages shipped to addresses that were entered incorrectly at checkout. We are not able to have them redirected once the shipment has been picked up by the carriers. If your package is returned to us as undeliverable, we will contact you for an address correction. If additional shipping is required we will create a shipping invoice.

DAMAGE: We do not use 3rd party fulfillment centers. Every shipment is inspected and packed by us. We are not liable for any damage to your package or goods once it leaves our hands and is in transit.

For any confusion with orders or products you receive, please contact us at billy@lovebilly.com.

For questions that aren't answered above, please contact us at billy@lovebilly.com.

Please allow up to 2 business days to respond.

Social Media DM's are not a good way to reach us.