FAQ

ORDER PROCESSING AND PRODUCTION TIMES

Orders are processed as quickly as possible. From the time of confirmation, please allow up to 3 days for processing. 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.

SHIPPING

Shipping times depend on your location. If you live in New York you'll get it faster than if you live in California. We ship to the 48 contiguous United States. We currently do not offer expedited shipping. Please check that all of your shipping details are entered correctly. Changes to a delivery address are not possible once a shipment is processed. We are unable to ship to P.O. Boxes. We are not responsible or liable for lost or damaged shipments once they are picked up by their carrier. Please use the tracking information sent to you. If you cannot find a package that has been confirmed as delivered, please contact your local USPS or UPS office.

CUSTOM TAG NECKLACE LEAD TIMES

All custom tag necklaces take 2-3 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 2-3 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.

INTERNATIONAL SHIPPING

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. Any additional costs to ship your order a second time will be your responsibility to pay. Please understand that it is very important to be responsible as a customer. It is costly for us to cover the expense of returned international orders. Thank you so much.

GOLD AND SILVER

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.

NECKLACE CARE

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.

RETURNS & EXCHANGES

FINAL SALE: All Custom Tag Necklaces.
RETURNS: For other goods, we do accept returns upon approval. Please click here for instructions on how to submit a return request.
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.

PRE-2023 BILLY!

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 OF STOLEN PACKAGES

Once we hand over an order to the appropriate shipping carrier, we can't be liable for any delays or loss.
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.
LOST: Be sure to check everywhere, and ask neighbors. If you cannot find your package after receiving your delivery confirmation, please contact the carrier directly for assistance.
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.

INCORRECT ADDRESSES

Please, please make sure your shipping address is correct. If it gets sent back to us, we will have to charge you for any additional shipping costs due to the error. AS A POLICY, WE ARE NOT RESPONSIBLE FOR SHIPPING ERRORS DUE TO INACCURATE INFORMATION SUPPLIED BY A CUSTOMER.

DISPUTES

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

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

Inbox is checked weekly.

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