EXCHANGE AND RETURN POLICY – BILLOWY

1. Returns and Exchanges Management

All exchanges and returns must be managed exclusively through our online platform:

CLICK HERE to manage your exchange or return

To access, you will need:

• Order number
• Email used for the purchase

Within the portal, you can choose between:

• Monetary Return: The amount for the returned items will be refunded minus the applicable return shipping costs according to the destination country.
• Size or Model Exchange: You can directly select the new desired item or size.

To confirm the exchange:

• Corresponding shipping costs must be paid.
• If the new item is priced higher than the originally purchased product, the difference must also be paid.
• If the new item is priced lower, the difference will be refunded using the original payment method.
• The new order will be released automatically once the return package is delivered to the carrier.

 

 

2. Mandatory Use of the Returns Portal

To ensure proper inventory control and shipment tracking:
All exchanges and returns must be processed exclusively through our official platform.

Returns sent independently via external shipping companies:

• These will be the sole responsibility of the customer.
• Our company will not cover external shipping costs.
• Costs arising from unauthorized shipments will not be refunded.
• Our company will not be responsible for incidents, losses, or delays caused by external carriers. 

3. Mandatory Conditions to Accept a Return

For a return to be accepted, all the following requirements must be met:

• Return Period: The product must be processed and handed over to the carrier within 20 calendar days from the purchase date.
• Product Condition: Items must be returned unused, in perfect condition, with original tags, and retaining the original box and packaging whenever possible.
• Shipping Protection: The product's original box cannot be used as direct shipping packaging. The customer must protect it using an additional outer box, protective bag, or equivalent packaging. Products received damaged due to inadequate packaging may be subject to depreciation or return refusal.
• Individual order management: For technical reasons and stock control,  it is not allowed to group products from different orders in the same package. Each order must be processed and shipped separately. Each process will generate its own label, tracking, and return cost.

 

 

4. Discounts and Promotions

Promotional discounts (including welcome discounts and temporary promotions):

• They apply only to the initial purchase.
• They do not apply to subsequent exchanges.
• They cannot be recovered once the promotional campaign has ended. 

 5. Price Variations and Subsequent Exchanges

Prices published on the website may change due to sales, promotions, end of campaigns, or commercial updates. If you request an exchange after making your purchase:

• If the new item has a higher price → the difference must be paid.
• If the new item has a lower price → the corresponding difference will be refunded.
• For monetary returns, only the amount actually paid in the original purchase will be refunded. 

 

6. Return and Exchange Costs

For defective products or errors attributable to our company:

 We will cover all transportation costs.

In any other case (size exchange, personal preference, etc.):

Country / Region	Handling Fee
Peninsular Spain	4,99 €
Portugal	8,00 €
Balearic and Canary Islands	10,00 €
France	10,00 €
Italy	10,00 €
Belgium	10,00 €
Netherlands	10,00 €
Germany	12,00 €
Rest of Europe	12,00 €

• For monetary returns: The cost will be automatically deducted from the refunded amount.
• For exchanges: The cost must be paid during the payment process on the portal.

 

 

7. Order Cancellations and Modifications

If you notice errors in the delivery address, personal data, purchased product, or wish to cancel the order, you must notify us as soon as possible.

• Customer Service Hours: Monday to Friday from 07:00 to 15:00.
• Important: Orders are processed automatically in our logistics center. Once the order has been integrated or prepared in the warehouses, modifications or cancellations cannot be guaranteed, and the package will continue its normal delivery process irreversibly.

 

 

8. Refund Timeframes

Once the return is received and validated at the warehouse, the refund will be processed within approximately  48–72 business hours.

The refund confirmation is issued automatically by our system. However, the transaction status may appear as  "refund pending" for a few days on payment gateways (Visa, Mastercard, Apple Pay, or PayPal) due to technical processing and settlement times beyond our control.

The final receipt of the money will depend on the banking institution:

• Debit cards / PayPal: 7–10 business days.
• Credit cards: up to 30 days depending on your billing cycle. 

 9. Important

Our company reserves the right to reject returns that:

• Fail to comply with any of the above conditions.
• Show signs of use or wear.
• Arrive damaged due to inadequate shipping packaging.
• Received after the established 20-day deadline.
• Sent without authorization or outside the procedure of our platform. 

 10. Shipping Instructions by Country

SPAIN (MAINLAND)

1. Request the process: Log in to the online portal with your order number and email. Select whether you want a return or size exchange.
2. Prepare the item: Place the footwear in its original box and secure it inside a well-closed protective package.
3. Print your label: At the end of the process on the portal, a  Post Office label in PDF format will be generated which you must download and physically print.
4. Drop off the package: Stick the printed label on the outside of the protective box and drop it off at any  Post Office.

FRANCE

1. Request the return/exchange : Go to our platform with your order number and email.
2. Prepare the item : Place the product in its original box and protect it inside a securely closed shipping package.
3. Get your barcode : Once the request is completed, you will automatically receive a  barcode on your mobile phone by email. Note: We recommend downloading and printing the PDF file if your local drop-off point requires it.
4. Drop off the package : Bring the package to the nearest  UPS Access Point collection point. Show the barcode from your mobile device (or printed) to the staff; they will scan it and attach the shipping label.

 

ITALY

1. Request a return or exchange : Log in to the platform with your order number and email.
2. Prepare the item : Put the product in its original box and place it in a securely closed protective package.
3. Get the barcode : Once the request is completed in the portal, you will automatically receive a barcode on your phone (via email). No need to print the label at home.
4. Drop off the package : Take the package to the nearest UPS Access Point. Show the barcode from your phone to the staff; they will scan it and print the label for you.

 

GERMANY

1. Request a return or exchange : Log in to our platform with your order number and email address.
2. Prepare the item : Place the product in the original box and pack it securely in a protective parcel.
3. Get your barcode : Once the request is completed in the portal, you will automatically receive a barcode on your mobile phone via email. You do not need to print a shipping label.
4. Drop off the package : Take the package to the nearest UPS Access Point. You do not need to print a shipping label. Show the barcode on your phone to the staff; they will scan the code and print the shipping label for you.

 

OTHER COUNTRIES / UNITED KINGDOM

1. Request a return or exchange : Access our online platform using your order number and email address.
2. Prepare the item : Place the product in its original box and pack it securely in a protective parcel.
3. Get your barcode : Once the request is completed in the portal, you will automatically receive a digital barcode on your mobile phone via email. No home printing is required.
4. Drop off the package : Take the package to your nearest UPS Access Point. Show the barcode from your mobile to the staff; they will scan it, print the label, and attach it to the package for you.