FAQ s

All our frequently asked questions

ORDERS

Can I exchange my product if I change my mind?

Yes! We have a 100% satisfaction gurantee. To return your product, simply send it to us within 14 days of receipt. Please include your order number for quick processing.

To register your product for exchange, please email us via our contact form and we will provide you with shipping address and order number for your return.

How do I purchase a Gift Voucher?

To purchase a Gift Voucher simply add the voucher value you would like to your cart along with any products you may also like, and complete the check out process. Once processed your GV will be automatically sent via email. Your vouchers can be shared via email to the recipient or printed our and sent.

Can I order Gift Vouchers to be sent directly to the recipient?

If you would like us to send your gift voucher directly to your recipient, please add the recipients email during checkout. We can also send your gift to your receiver by mail in a gift box with a message, or via email. Simply note this during checkout.

How do I access my Gift Voucher?

Our Gift Vouchers are sent automatically when payment has been processed. If you do not receive your voucher within 5 minutes, please check your junk mail folder, if you do not receive your voucher get in touch with us via our contact form quoting your order number and will be send it to you straight away.

To avoid missing your voucher, please double check your email address is entered correctly. Pop us an email if you need a hand, we are here to help. We will resend your GV if your email is entered incorrectly as soon as possible.

PRODUCT & STOCK

What happens if there is an issue with my product when it arrives?

We have a 100% Satisfaction Guarantee and Lifetime Manufacturers Warranty. If your item is in anyway faulty or damaged within our product warranty period, simply contact our team via our contact form, and you can return it to us for an immediate repair or replacement.

What happens if the item I want is out of stock?

While we strive to ensure all stock online is on hand, in the instance we are out of stock, we will let you know straight away and will provide a full refund immediately.

If you see an item in store that you would like to purchase that is out of stock, please let us know and we can put you on the product wait list. Out of stock items are usually back in stock in no time.

What is your sustainability policy? 

Our mission is to be ethical and sustainable. Our sunglasses and accessories are handmade using high quality materials that are sustainable, no harsh chemicals are used in the manufacturing process and all our products are recyclable.

Our aim is to ensure the materials we use in our products and packaging are eco-friendly, natural, renewable, recyclable and reusable as much as possible without minimising the quality and performance of our products.

Our signature styles are made using unique techniques to achieve this. Our wood3 range uses sustainably sourced hard wood, uniquely manufactured with carbon fibres for a lightweight durability. Our Acetate resins are made using sustainable materials and are stronger and lighter than plastic. Our titanium range are strong and plyable, the long-lasting nature reducing consumption. Being future focused, we aim to continue to evolve and improve our products on going.

RETURNS AND EXCHANGES

What is your return policy?

100% Satisfaction Guarantee

We want you to love your sunglasses. If your not satisfied with your purchase, simply return your item to us within 14 days for an exchange or refund.

If your product was purchased on sale, or using a discount or gift voucher, or with free shipping we will happily exchange your item under our 100% Satisfaction Guarantee within 14 days of receipt. We do not offer refunds on sale, offer or used items.

For more infomation view our Product Warranty Terms & Conditions.

Return Shipping

Return shipping for product warranty claims is at the cost of the purchaser. We charge a one-time return shipping and processing fee of $25 for all product warranty claims. Manufacturer Warranty claims are reply paid and your products will be replaced and returned to you at no additional cost.  

For full warranty terms and conditions, visit our Website Terms and Conditions.

Can I exchange my product for a new product?

Yes, we offer exchanges for all products as per our exchange policy noted in our terms and conditions.

Products can be exchanged up to 14 days from receipt of purchase, and must be in original unused condition.

To start the process submit your return request here. 

GET IN TOUCH

hello@billyboston.co