RETOURN PORTAL
Shipping and return conditions
Delivery times
Your goods are usually ready for dispatch within 3-5 days and are then handed over to our shipping service providers. We ship orders within the EU climate-friendly with DHL GoGreen to promote sustainable deliveries. Within Germany, the standard delivery time is around 2-4 working days.
As soon as your purchase leaves our warehouse, you will receive an email confirmation with the shipping information. If your parcel does not arrive within a maximum of 7 working days (Germany) or 14 working days (within the EU) despite confirmed shipping, please contact us at service@billylovesaudrey.com. Please note that there may be delays if there is a high volume of orders or at times such as Christmas.
Shipping within Germany
Orders within Germany are free of shipping costs from an order value of 50 EUR. Please note that delivery is not possible on Sundays and public holidays.
Shipping within the European Union (EU)
For orders within the EU, we offer free standard shipping from an order value of EUR 80. Please note that delivery is not possible on Sundays and public holidays.
Shipping outside Europe
For Switzerland and other countries outside Europe, we charge a flat rate of 24.50 € (including VAT) for shipping. These shipping costs apply to every delivery. For all other countries, the shipping costs are shown during checkout. Please note that deliveries cannot be made on Sundays and public holidays. You are responsible for customs and import duties as well as customs clearance. Deliveries are made according to Incoterms 2020 DAP (Delivered at Place).
Returns of orders within Germany
We want you to be satisfied with your purchase. Returns are possible up to 30 days after receipt of the goods.
You can return unused and unwashed items that are in their original packaging with label free of charge.
You can request your return label via our returns portal or manually by sending an email to service@billylovesaudrey.com. Please always state your order number.
Returns of orders outside Germany
You must bear the return costs for orders outside Germany yourself. Please keep the proof of dispatch, as we cannot accept any liability for the loss of the parcel and cannot provide a refund.
For orders from the EU, you can also request a return label by email or in our returns portal.
If you would like to use our label to return an EU order, a lump sum of EUR 19.95 will be deducted from the refund amount.
The processing of your return can take up to 5 working days after receipt of the goods. The refund will be made either to the original payment method or, at your discretion, as a voucher that you can use on your next order.
Please note that when paying with Klarna, the total amount must first be transferred before we can refund the amount. If you register a return with Klarna, this will pause your invoice so that you will not receive any payment requests.
Contact and support
If you have any questions about your order, shipping or returns, our customer service team is always available to help. Please contact us at: service@billylovesaudrey.com.