Returns Policy
Set out with confidence—if a piece doesn’t match your journey, we are here to help. Below is a clear path to return or exchange your Billriske items with minimal friction.
Take a moment to read each step so we can get you back to exploring in styles that fit and feel right.
1. Return window
Returns are accepted within an exact window from the delivery date.
Return window: 30 days from delivery
Please start your request within this 30-day period so we can promptly assist you.
2. Eligible reasons
- Defective or damaged on arrival
- Wrong item received
- Wrong size shipped
- Significantly different from the description
- Change of mind (including preference or fit) within 30 days, subject to the conditions below
3. Item condition requirements
- Unused, unwashed, and unworn
- All original tags attached
- In original packaging where possible
Items that show signs of wear or washing cannot be returned.
4. Photo and proof requirements
To speed up review for defective, damaged, or not-as-described items, please include:
- Clear, well-lit photos of the issue
- A photo of the size tag and any relevant labels
- Front and back photos of the entire item
5. How to start a return or exchange
- Email [email protected] from the email used on your order.
- Include your order number in the subject line.
- Tell us your reason for return (see eligible reasons above).
- Add the required photos (if reporting damage/defect/not-as-described).
- Tell us your preferred resolution: refund or exchange (size/color) if available.
Please wait for our reply and return authorization before sending anything back; unauthorized returns may be declined.
6. Return shipping costs and original shipping
| Scenario | Return shipping | Original shipping fee | Examples |
|---|---|---|---|
| Our error | Paid by Billriske (we will provide instructions and, where available, a prepaid label after approval) | Refunded | Defective/damaged, wrong item, wrong size shipped, significantly different from description |
| Change of mind | Paid by customer (use a trackable method) | Not refunded | Fit preference, style/color preference |
No restocking fee applies. Refunds are issued to the original payment method after we receive and inspect the item.
7. Items we cannot accept
- Used, worn, washed, or altered items
- Items missing original tags
- Items with strong odors, stains, or pet hair
- Minor cosmetic or color variations due to screen settings or lighting
8. Exchanges
If the size or color you want is in stock, we can process an exchange once the original item is received and approved. For our-error cases, we cover the return shipping as noted above. For change-of-mind exchanges, the customer covers return shipping. If the requested item is unavailable, we will proceed with a refund instead.
9. Approval and response times
We will confirm approval and send return instructions by email. We typically reply within 1–2 business days. Once your return arrives and passes inspection, refunds are processed within 5–7 business days. Depending on your bank or card issuer, it can take an additional 5–10 business days for the credit to appear on your statement.
We are here to help you keep moving—comfortably and confidently. For questions, contact [email protected]. Mailing address: Tổ Dân Phố 8, Mộ Lao, Hà Đông, Hà Nội.