frequently asked questionsFAQ

Ordering Online


What payment options do you offer?

All forms of Visa, Mastercard, American Express, Discover as well as PayPal are accepted on our site.

Can I store my credit card information on your site and is it safe?

Absolutely. If you log in or register when you checkout, you have the option to save one or more credit cards for ease of checking out next time. Billy Reid, Inc. does not store any of this information, it is instead stored on authorize.net 100% PCI compliant and secure servers and can only be accessed by you.

Why was I charged sales tax?

Federal and state laws require us to charge sales tax when an order is shipped to a state where we have a brick and mortar location. The sales tax in those situations is the same tax rate that you would encounter if shopping at one of our shops. The states that this currently applies to include Texas, New York, Georgia, Alabama, Tennessee, South Carolina, Louisiana, and the District of Columbia.

I can't log in to my account.

If you’re having trouble accessing your account, please email us at service@billyreid.com or call us toll free at 877-757-3934. We can access your account and reset your password in a matter of minutes, so you can regain access to the account.

My gift card isn’t working.

If you’re having trouble with a gift card, please email us at service@billyreid.com or call us toll free at 877-757-3934. You can check the balance of a gift card on our checkout page by entering your gift card number and clicking “Balance”.

What is the balance of my gift card?

If you’re having trouble with a gift card, please email us at service@billyreid.com or call us toll free at 877-757-3934. You can check the balance of a gift card on our checkout page by entering your gift card number and clicking “Balance”.

I received a receipt from Paypal but not from Billy Reid – did my order process?

Yes, if you received a confirmation receipt from PayPal after using PayPal to checkout on www.billyreid.com, your order has been successfully submitted. Please note that if you checked out as a guest and used PayPal as your form of payment, your receipt from PayPal is the only form of confirmation you will receive about the order. To receive a copy of the confirmation receipt along with subsequent tracking updates in addition to the receipt from PayPal, please create an account and/or login before checking out on www.billyreid.com.

Do you offer price adjustments?

Yes. If the price has gone down on a full-price item you’ve purchased in the past seven (7) days, we will gladly refund you the difference in price to the original form of payment. This only applies to items that were purchased at full price and then reduced to a red-line sale price, and does not apply to any purchase of sale items that were reduced further in price or were offered with a special promotion or discount.

How do I find about promotions and sale offers?

Sign up for our emails on our homepage – once you’ve done that, you’ll automatically be the very first to know about any sale or promotion we offer.

How do I cancel an order?

Please email us at service@billyreid.com or call us at 877-757-3934 and reference your order number and/or the first and last name associated with the billing address on the order. Orders cannot be cancelled once they have shipped. If you are unsatisfied with your purchase and wish to cancel it but it has already shipped, you must wait until the package arrives and send it back to us for a return.

Returns and Exchanges


How do I return or exchange my order?

Included in every shipment is a Returns & Exchanges form along with a pre-paid and pre-addressed UPS Return Service label. Please fill out the Returns & Exchanges form and include it along with a copy of the invoice in a shipment back to us. If you’re using the UPS Return Service label that came with the package, drop off the return shipment at your local UPS Store, call 1-800-PICK-UPS to schedule a pickup at your home or office, or simply hand the package to a UPS driver. When using this label for a return, $7.00 is deducted from the refund. If using this label for an exchange, there is no additional charge, and we’ll ship your exchanged items back free of charge. You may also ship your return or exchange back via the carrier of your choice to:

  • Billy Reid Online Returns
  • 2825 East Avalon Ave
  • Muscle Shoals, AL 35661

 

How long does a return or exchange take to process?

We make every attempt to process both returns and exchanges on the same day they are received at our distribution center.

For returns, the refund is typically issued the same day the return is received. However, it can take 2 to 8 business days for the issuer of the credit card or bank card to post the refund to your credit card statement or bank account. Unfortunately, this time is entirely up to the issuer of the card you used to make the purchase, and Billy Reid, Inc. cannot help in expediting the return of those funds back to your account.

For exchanges, we typically process the exchange one to two business days after the original items are received back at our distribution center. Once your exchange has shipped back out, you’ll receive an automated email letting you know of the shipment along with a tracking number. Exchanges will ship back to you via UPS Ground, which takes 1 to 5 business days to arrive depending on your location. Expedited exchange shipping ranges from $15 to $45 based on service level and location and can be requested by contacting us at service@billyreid.com or 877-757-3934.

Will I be charged for shipping on my return or exchange?

When using the pre-paid and pre-addressed UPS Return Service label for a return, there is a $7.00 fee deducted from the refund. If you’re not using this label to send your return back to us there is no charge or fee associated with the refund. There is no restocking fee of any sort.

Exchanges are entirely complimentary – there is no charge or fee for using the pre-paid and pre-addressed UPS Return Service label included in your shipment and we’ll ship your exchanged items back to you free of charge.

Can I return or exchange an online purchase in one of your retail locations?

Absolutely, take a copy of your email receipt along with you for ease of processing.

Shipping


What carrier do you use for domestic shipping?

Domestic orders are shipped via UPS or FedEx. Domestic shipments to PO boxes are shipped via Smartpost, which is handled by FedEx until it reaches your local post office. Shipments to military and diplomatic addresses are also handled by Smartpost, which is handled by FedEx and then handed off to USPS for final delievery.

How do I track my order?

Once your order has shipped, you will automatically receive a shipment notification email that will contain a tracking number. You can also find your tracking number on your account page on www.billyreid.com if you logged in before making your purchase. To do this, simply login to your account on www.billyreid.com and click “View” next to the appropriate order. There you’ll find a shipment tab that will show the tracking number(s) associated with that order.

If I order multiple items, will they come in separate shipments?

Possibly, but it is rare for that to happen. The vast majority of orders and shipments are filled in full from our distribution center, but in rare cases, an item or set of items can ship from one of our retail locations. In this case, you may receive multiple tracking numbers/shipment notifications.

My UPS or FedEx tracking number doesn’t work/is invalid, etc.

UPS and FedEx tracking numbers can take a few hours from the time they are generated to become active on www.ups.com. or www.fedex.com.  If you’ve tried to track a package you’ve just received a shipment notification email about, try waiting until later in the evening to track it again. Often tracking numbers will not become active until a package has reached one of UPS’s larger hubs, which can take a few hours after that are picked up from our distribution center.

 

Customer Service


What is your customer service contact info?

Need more assistance? Our toll free line 877-757-3934 is staffed Monday through Friday, 9:00am to 5:00pm Central, excluding major and national holidays. For the quickest response, email us at service@billyreid.com at most any time of day. We’ll be happy to assist wherever we can, and inquiries are typically answered within minutes.

 

International Orders


Do you ship internationally?

Yes, we ship to 40+ international locations.

What carrier do you use for international shipping?

International shipments are handled by Pitney Bowes, Inc. who forwards international packages the most cost and time efficient way provided in the destination country. These carriers include but are not limited to: FedEx, UPS Worldwide, DHL, local and national postal services in the destination country.

I’m an international customer. Can I return or exchange my order?

Unfortunately, we cannot facilitate exchanges for international customers due to customs and currency fluctuations. The original item purchased will need to be returned for a refund, and a new order will need to be placed for the replacement item.

What is the estimated duty/tax on international orders?

The duty and tax can vary greatly depending on the country the order is shipping to, the amount of the order, and other factors. Some countries and provinces, such as Australia and Hong Kong, have no import duties, taxes, or fees whatsoever from the United States, and shipping is the only charge incurred in this instance. Other countries and provinces, however, have very high importation fees, and some additional duties and taxes for luxury goods including clothing.

Is duty included in my international order?

Yes. During checkout, you will see a landed cost that includes ALL duties, taxes, shipping, and ANY importation fee associated with the order. There is nothing due at the time your shipment arrives as everything is paid up front. If you are ever asked to pay duty, tax, importation fees, or shipping charges when your order arrives, please contact us immediately as this is incorrect and you are not responsible for ANY charges once your order arrives at your door.

How long does it take for my package to arrive?

The time for your package to arrive can vary greatly based on the destination country, the shipping service you paid for, and other factors including how long it takes your package to clear customs.

Employment


Are you hiring?

Billy Reid, Inc. is continually seeking entrepreneurial, motivated, and experienced individuals to add to our quickly growing luxury retail operation. With shops in Georgetown, New Orleans, New York, Atlanta, Charleston, Dallas, Houston, Austin, Nashville, and Florence, Alabama, along with a fast growing E-Commerce operation and ever expanding wholesale partnerships, Billy Reid, Inc. is in need of individuals who have a passion for working within a luxury brand environment that is fast paced and requires a start-up mentality. Resumes and inquiries can be submitted to careers@billyreid.com.

Do you offer internships?

Yes. Resumes can be submitted to careers@billyreid.com. Specific internship opening are posted at http://www.billyreid.com/store/careers

 

Sizing ∓ Care


Do you have a sizing guide?

Available sizing guides are listed on the individual product pages under the “Fit” tab.

How do I care for my purchased product?

This depends greatly on what product you’ve purchased. Care instructions are listed on each product page. If you have further questions, please email us at service@billyreid.com.

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