Frequently Asked Questions

  • 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's 100% PCI compliant and secure servers via a processing known as "tokenization" and can only be accessed by you. No one other than you will be able to access, use, or modify your saved card information, not even employees of Billy Reid, Inc or Authorize.net.

    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, Illinois, and the District of Columbia.

    I can't log in to my account?

    If you’re having trouble accessing your account, initiate a live chat with us (by clicking the chat icon in the bottom righthand corner of the screen) or call us during our business hours 1.877.757.3934. You may also email us at SERVICE@BILLYREID.COM. 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, initiate a live chat with us (by clicking the chat icon in the bottom righthand corner of the screen) or call us during our business hours 1.877.757.3934. You may also email us at SERVICE@BILLYREID.COM. 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, initiate a live chat with us (by clicking the chat icon in the bottom righthand corner of the screen) or call us during our business hours 1.877.757.3934. You may also email us at SERVICE@BILLYREID.COM. 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, call us at 1.877.757.3934, or initiate a live chat 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
    What is your return policy?

    Full-Priced and Sale-Priced items may be returned for a refund in the original form of payment or exchanged within thirty (30) days of receipt of your order. Items must be returned unworn for a full refund. Exchanges are always complimentary and free of charge.

    How do I return or exchange my order?

    Please visit our Returns page to register your return and/or exchange. Once you provide your login or order information on our Returns Page, select the item(s) that you wish to return or exchange. All items must be returned or exchanged within thirty (30) days of receipt of your order. You will be given the opportunity to print a UPS label at the end of the return registration. You can also return or exchange your item(s) at any of our store locations, free of charge. Items will only be exchanged or returned if the items have their original tags and are in new condition (not worn, washed, altered, etc.) If you’d like, you can also send your purchases back using the provider of your choice. If you’re using your own shipping provider to send a purchase back, please ship to: Billy Reid Online Returns 2825 East Avalon Ave. Muscle Shoals, Alabama 35661 1.877.757.3934

    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 day after the return is received. However, it can take 4-5 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.

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

    Domestic returns and exchanges are free! You may also return items purchased from BillyReid.com to any of our 12 brick and mortar locations.

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

    Absolutely, please take a copy of your email receipt or invoice to any of our Billy Reid retail locations. Return and exchanges are always complimentary and free of charge in stores.

  • Shipping
    What carrier do you use for domestic shipping?

    When the ground shipping option is selected during checkout, your package will ship UPS Ground. Domestic shipments to PO boxes are shipped via UPS SurePost, which is handled by UPS until it reaches your local post office. Shipments to military and diplomatic addresses are also handled by SurePost, which is handled by UPS and then handed off to USPS for final delivery. If you have a preference on which carrier you would like to ship your order, please give us a call at 877-757-3934 and we'd be happy to ensure your order ships via the carrier of your choice.

    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 Order” next to the appropriate order. There you’ll find your shipping method that will show the tracking number(s) associated with that order.

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

    Our online inventory includes our warehouse and 12 stores. There is a change your package could ship in multiple packges from any one of these locations. In this case, you may receive multiple tracking numbers through our shipment notification emails.

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

    Tracking numbers can take a few hours from the time they are generated to become active on www.ups.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 the larger shipping hubs, which can take a few hours after they are picked up from our distribution center.

  • International Orders
    Do you ship internationally?

    Yes! Please click the flag icon in the bottom lefthand corner of the screen to browse and checkout in your country.

    What carrier do you use for international shipping?

    We currently use UPS for all shipments.

    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. Duty and shipping charges cannot be refunded unless an incorrect item was shipped.

    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. Duty and tax charges vary upon the item purchased. To view these charges, you can go through the checkout process without submitting your order. The order will not go through until you have clicked "place" on the final step of the checkout process.

    Is duty included in my international order?

    Depending on destination country, your duty may or may not be calculated in the order total.  You will have the option to pre-pay duty and tax fees or pay upon delivery.

    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, Chicago, 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 www.billyreid.com/careers.

  • Size + Care
    Do you have a sizing guide?

    Available sizing guides are listed on the individual product pages under the “Sizing” 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 chat or email us at service@billyreid.com.

  • Customer Services
    What is your customer service contact info?

    Need more assistance? Our toll free line 877-757-3934 is staffed Monday through Saturday, 9:00am to 5:00pm Central, excluding major and national holidays. For the quickest response, chat with us online or email us at SERVICE@BILLYREID.COM. We’ll be happy to assist wherever we can, and inquiries are typically answered within minutes.