Shipping and Returns
Shipping:
Once an order is placed, it takes between 24 and 48 hours to prepare the package and hand it over to the courier.
From that point, transit time is 48/72 hours for mainland Spain and Portugal, and 4/5 days for the Balearic Islands. Always business days.
For shipments to the rest of Europe, transit time is between 5/6 business days.
We offer FREE SHIPPING on all orders to mainland Spain and Portugal for €45 or more.
We offer PICKUP POINT SHIPPING on all orders to Spain, with a fixed cost of €2.99.
🌍 Shipping to the European Union
To simplify management and offer clear rates, shipments within the European Union are organized by zones:
EU Zone 1
France, Portugal, Italy, Germany, Belgium, Netherlands, Luxembourg
- Standard shipping: €9.90
- Free shipping on orders over €79
- Estimated delivery time: 3–6 business days
EU Zone 2
Austria, Ireland, Denmark, Sweden, Finland, Poland, Czech Republic, Hungary, Slovakia, Slovenia
- Standard shipping: €12.90
- Free shipping on orders over €99
- Estimated delivery time: 4–7 business days
EU Zone 3
Greece, Romania, Bulgaria, Croatia, Latvia, Lithuania, Estonia
- Standard shipping: €15.90
- Free shipping on orders over €119
- Estimated delivery time: 5–8 business days
ℹ️ Additional information
- Delivery times are estimates and may be affected by causes beyond the company's control (local holidays, logistics issues, high-demand periods, etc.).
- Orders are processed on business days. Orders placed on weekends or holidays will be processed the next business day.
- Shipping cost is shown before completing your purchase.
- On orders with free shipping, the shipping cost is included in the final price.
📄 Taxes
All prices include the applicable VAT according to the destination country, in accordance with current European Union regulations.
1. Returns policy
Our returns policy is governed by Royal Legislative Decree 1/2007, of November 16, approving the consolidated text of the General Law for the Defense of Consumers and Users, as well as Law 7/1996 on Retail Trade Regulation, amended by Law 47/2002 to bring it into line with European Directive 97/7/EC.
Under this framework, Billy Paper customers have a 30-day period to exercise their right of withdrawal by making an unambiguous statement indicating their decision to cancel their purchases.
RETURNS ARE NOT ACCEPTED ON PERSONALIZED PRODUCTS
2. How to make a return?
In order to offer the best user experience, the usual way to make returns at Billy Paper is also online at www.billypaper.com
To make a return, please email us at hola@billypaper.com and tell us which items you'd like to return and the reason (defective, purchase error, etc.).
Once you've requested a return, you must prepare the package in the same condition and with the packaging received on delivery, and wait for our instructions.
Within a maximum of 7 business days from correct receipt at our warehouse, the refund will be issued using the same payment method used for the original order.
Please note that, for credit/debit card refunds, depending on the specific bank used, it may take up to 30 days to be processed.
The customer bears the return shipping costs, which will depend on weight and volume, as well as the shipping costs generated at the time of purchase.
EXCEPTIONS: If the package exceeds 2 kilos in weight or volume, the return costs deducted from the refund, as required by law, vary according to the rates set by the courier, regardless of whether free shipping was applied to the purchase.
Please keep this in mind.
Once we've completed the refund, you'll receive an email confirming it, with a link so you can download the credit note invoice.
3. Are there products that CANNOT be returned?
Under the current law cited at the beginning of this page, the following returns are NOT accepted:
- Items not suitable for resale. They must be returned in the same condition in which they were received, with their original individual packaging and all tags, in perfect condition. Used items are not accepted.
- Items marked as Made to Order: Handmade items, made to order exclusively for the customer.
- Imported items ordered on request.
- Items that come into contact with the body during use: For hygiene reasons, returns or exchanges are not accepted for this type of item. Examples: tights, underwear... Returns will only be accepted if they are simply opened and returned in their original packaging with all tags intact.
4. Order cancellations
Orders can be cancelled at any time as long as they have not entered the preparation or shipping phase. If the order includes one or more MADE TO ORDER items, it cannot be cancelled or returned, unless the cancellation is communicated within the first 24 hours from the original order date.
Billy Paper Shop reserves the right to cancel an order in the event of:
- System failure: If order errors occur due to system errors, this is considered a case of force majeure, in which we reserve the right to cancel the order to ensure the best customer service.
- Stock error: occasionally, although not common, there may be a sync/stock update lapse due to two or more simultaneous purchases of the same unit. This can happen with items on aggressive offers and high demand. In this case, we cannot guarantee the product's delivery dates and reserve the right to inform you, cancel the order, and refund the amount immediately.