Returns & Refunds

Want to make a return? No problem.

At Billiedoo, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. We will then advise you on whether you are eligible for a refund or replacement.

We have different rules for returns of (a) personalised products and (b) non-personalised products – see “Returning products and issuing refunds” below.

Reporting a prolem

If for any reason you are not happy with your Billiedoo order, please email billie@billiedoo.com or alternatively call us on 07533 103221 (or +44 7533 103221 if outside the United Kingdom).  You will need to quote your order number, the email address you have registered and the details of the problem with the order.

We aim to acknowledge any complaint within 14 working days (usually it takes 1-2 days), and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us process your complaint.  Should it be necessary, we will then advise you how to return your item.

Returning products and issuing refunds:

Personalised products

Where an item is faulty, we will ask you to return it to us within seven days of receipt.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with.

Alternatively, we may offer to remake (if applicable) and resend the item free of charge.  Please note it is not our policy to offer both a refund and a resend.  Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt.

Non-personalised products

Some of the products you can buy from us are non-personalised.

You have the right to cancel your contract for the purchase of a non-personalised product  provided you notify us of the cancellation, either by calling us or by email, no longer than 14 days after the day following the day on which the product is delivered. You must return the unused non-personalised product to us within 14 days of notifying us of the cancellation and must pay the cost of returning the product to our nominated address.

We will refund the purchase price you have paid for the product and its standard delivery charges (but not any expedited, tracked or other special delivery charges you may have chosen to pay) within 14 days of its return. However, if the value of the product has been reduced by any handling of it beyond what is necessary to check whether the product is as expected, we may deduct an amount to reflect that reduction in value from the sum we refund to you.

Note that the right to cancel a contract and return a product as described in the paragraph above does not apply to personalised products.