At BILLY Footwear Shop, we want you to be completely satisfied with your wide-fit shoes. If for any reason you’re not happy with your purchase, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most unworn, undamaged items within 15 days of delivery for a full refund or exchange. To be eligible for a return:

  • Items must be in original condition with all tags attached
  • Shoes must not show signs of wear
  • Original packaging should be included

Note about Hygiene: For health and safety reasons, we cannot accept returns on worn footwear or items without their original packaging.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service at [email protected] within 15 days of receiving your order
  2. Provide your order details (order number, items to return, and reason for return)
  3. Wait for return authorization – we’ll email you a Return Merchandise Authorization (RMA) number and instructions
  4. Package your items securely in the original packaging
  5. Ship your return to our warehouse at:
    BILLY Footwear Shop Returns
    501 Ashford Drive
    Washington, US 20005

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)
  • You’ll receive an email confirmation when your refund has been processed

Exchanges

For size exchanges on our wide-fit shoes for men, women, or children:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the new size needed
  3. We’ll ship your replacement item once we receive the returned shoes

Note: Exchange items are subject to availability. If your requested size is out of stock, we’ll issue a refund instead.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request for Order #[Your Order Number] Dear BILLY Footwear Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Item(s) to return: [Product Name, Size, Color] – Reason for return: [Please specify] – Preferred resolution: [Refund / Exchange for Size [New Size]] I have reviewed the return policy and confirm the items are in original condition with all tags attached. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Non-Returnable Items

For hygiene reasons, the following cannot be returned:

  • Worn footwear
  • Items without original packaging
  • Custom or special order items

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund and cover all return shipping costs.

Questions?

Our friendly customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24 hours.

Thank you for shopping with BILLY Footwear Shop – where comfort meets style in every wide-fit step!