FAQ

  • What currency will I be charged in?

    All transactions are shown in Singapore Dollar ($). All prices quoted on this website are accurate at the time of publication.

    I would like to change or cancel my order, how should I proceed?

    In the effort to process your order as quickly as possible, there is a limited amount of time before your order is fully processed and unable to cancel. Please note, certain styles are excluded from cancellation. If you wish to cancel your order, please email contact@billiestore.com as soon as possible and provide your order confirmation number.

    Do take note that this will be subjected to a case by case basis, and there is no guarantee that we are able to process a change or cancellation in order.

    I’m buying a gift for someone special, what are my options?

    If you would like to purchase a gift card, do reach out to us at contact@billiestore.com. A unique discount code will be sent to you/recipient via a confirmation email. Do take note that there is a 1 year validity period.

  • What are the shipping charges within Singapore?

    Complimentary express delivery will be given for all order(s) within Singapore. Please allow up to 3 business days for your order to arrive, upon dispatch. Timeframe for all deliveries is an estimate for non-peak periods and BILLIE is not responsible for any unforeseen circumstances or delays due to shipping.

    What are the shipping charges outside of Singapore?

    We currently do not ship outside of Singapore.

    What delivery courier do you use?

    For local delivery, we use Ninjavan.

    How do I track the status of my order?

    Once you have completed your orders online, a confirmation email will be sent to your email address. Once orders have been dispatched, a separate email will be sent out with a tracking number for you.

  • What is the size guide that I should follow?

    Please refer to the individual products where the size guide for the item is provided in the description. Please note that size information is for guide purposes only and may vary by brand or style.

    If more information is required, please email us at contact@billiestore.com and we will be happy to help.

  • What is your exchange and return policy?

    Unless otherwise stated, this Returns Policy applies to both in-store full-priced purchases and online full-priced purchases. Sales and discounted items are strictly not eligible for a return and exchange.

    Merchandise may be exchanged (subject to stock availability) or returned within 10 days of purchase provided that:

    (1) all tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;

    (2) the original invoice is presented;

    (3) in the case of returns or exchanges of online purchases returned or exchanged in store, the order confirmation number of the online purchases is presented;

    (4) the Merchandise is unworn and in saleable condition

    (5) the Merchandise can be returned and exchanged for other Merchandise(s) of equal or higher value only.

    BILLIE reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be notified via email.

    Returns and exchanges outside 10 days of purchase or receipt of Merchandise (as the case may be) may be accepted at the sole discretion of BILLIE.

    For online purchases, international returns must be sent via DHL Express. Customers will take full responsibility for the returns if they do not send the Merchandise via DHL Express. BILLIE reserves the right to refuse returns that are not made via DHL Express.

    For online purchases, please email contact@billiestore.com for returns and exchanges. Returns and exchanges in Stores can only be made in the Stores of the country where the online orders are made. Strictly no refunds.

    *Please note that the Customer should bear the shipping cost for returning the item(s) to BILLIE and be responsible for the safety of the delivery (if the return is classified under "Unopened").

  • I received a faulty or wrong item, how should I proceed?

    For faulty or wrong items, do take pictures/videos of the product and send it across to contact@billiestore.com, along with the order reference number. Thereafter, our customer service team will revert with the return details. Please make sure your items are unworn, unwashed, unaltered, and still have their tags and original packaging intact.

    Faulty items will only be accepted if the goods we have delivered to you were damaged on arrival. All items returned as faulty will be inspected and any items deemed to be subject to fair wear and tear will not be accepted as faulty.

    BILLIE will pay the full value of the item(s) and all shipping costs in cases of faulty or wrong items. You can send your faulty or wrong item(s) back to us within 10 days of receiving your order.

    What is considered a defect?

    An item is considered defective when the manufacturing defects are evident such as large stains, holes, missing buttons, faulty zippers, and sewing errors.

    Examples of, but not limited to, other minor imperfections that are not deemed as defects are:

    Measurements provided on our website are basic measurements that are taken as accurately as possible. Minor variation in sizing is unavoidable due to the cutting and sewing processes. For this reason, our measurement variance within 0.25”~0.50” and is not deemed as a defect.

    Our images have been color corrected in post-production to accurately represent the color most true. A slight discrepancy in representation of product colors due to lighting differences is not deemed as a defect.

    Loose threads or slight dotted stains on light-colored items that are not at obvious places are not deemed as a defect as well.

    All other reasons for a request for return or exchange will be considered on a case by case basis and we reserve the rights to the final decision of any related disputes.

  • What are the payment methods available?

    We accept online payment in a secure environment by both debit and credit card. We currently accept Visa, MasterCard and American Express.

    All transactions are shown in Singapore Dollar ($). All prices quoted on this website are accurate at the time of publication.

    What are the sales tax or import duties?

    All prices on BILLIE are given in Singapore Dollars ($) and are shown inclusive of Singapore Government Service Tax (GST) at the current rate which is 9%. This will appear on your order confirmation and is itemized for you as you pass through the checkout.

    If your order is being dispatched to a destination outside Singapore, this sales tax will be deducted at the checkout stage and this will be shown on your invoice.

    Please note that BILLIE has no control over any customs or import duties that could be levied on international shipments when the package reaches your destination and for which you will be liable.

  • How do I join BILLIE’s mailing list to keep a lookout for promotions, events or lookbooks released?

    When you register as a customer or create an account with BILLIE, you will be automatically enrolled into the mailing list where you’re subscribed to newsletters.

    Alternatively, please click here to go to the subscription page at our main website.

    How do I unsubscribe from BILLIE’s mailing list?

    To be removed from our mailing list please click the unsubscribe link found in the footer of any BILLIE marketing email you have received.

    If you are an existing BILLIE customer, please un-tick the Newsletter Subscription in YOUR ACCOUNT.

  • None of the above answers your queries?

    For further questions, please email us at contact@billiestore.com and we will be happy to help.