Customer Service

What can we help you with?

If you have a complaint about an item purchased on this site or in our Concept Stores, this is also where you can find help for that.

We are unable to assist with exchanges and complaints for items purchased from other retailers. For those, you should contact the store or webshop where the item was purchased.

If you have questions regarding your order, a refund, the delivery of your package, or the functionality of the site, please contact the webshop.

Questions about size, fit, or if a style will be back in stock should be directed to the store.

Contact Webshop Customer Service

Phone: +45 33 13 38 18

Press 3 for Webshop.

Phone hours for the webshop:

Monday - Friday: 10:00 - 14:00

Email us at: webshop@billibi.com

USEFUL LINKS

SHIPMENTS WITHIN DENMARK
Should your order become damaged during delivery you are covered by warranty. Our delivery partner PostNord will bring your parcel to the delivery address between 8am and 4pm.

DELIVERY TIME WITHIN DENMARK
We strive to process and deliver your order within 1-3 working days. Orders placed before 10am are expected delivered within 2 working days.
Note: During Sale or holidays your shipping may be delayed.

*Longer delivery time can be expected due to sale.

INTERNATIONAL SHIPMENTS
We partner with DHL to dispatch deliveries to addresses outside Denmark and Sweden.

PICK UP IN STORE
If you select Pick up in store as a method of delivery, please await a confirmation email stating at specified time for pick-up. Please note: During Stock Sales it will not be possible to order pick up i store.

FOREIGN DELIVERIES
When delivering outside of Denmark we are subject to the terms and conditions of the local delivery service in question. Therefore we cannot guarantee a specific time of delivery for international orders.

DELIVERY COSTS

DENMARK:
To parcel shop: 0 DKK
PostNord home delivery: 75,- dkk.
DHL home delivery: 140,- dkk.

SWEDEN:
To parcel shop/pick-up point: 130,- dkk.
PostNord home delivery: 150,- dkk.

INTERNATIONAL ORERS:

All orders outsite Denmark (except Sweden) are shipped with DHL. When you receive information about delivery from DHL, you can choose home delivery or pick-up point.

DHL Worldwide: prices from 20 euro:

You can find the price for delivery when selecting your shipping country in the checkout flow.

* Due to new AWG legislation, it is currently not possible to ship Austria.
Is your country not on the above list? Please don't hesitate to contact us with any questions regarding delivery at webshop@billibi.com.

Please note: Billibi.com is not responsible for any local customs or sale taxes incurred after delivery leaves Denmark.

When shopping at Billibi.com the following payment methods applies:

Visa/Dankort
Mobilepay
ApplePay
GooglePay
eDankort
Visa Elektron
Mastercard
Mastercard Debit
Maestro
Eurocard
Diners Club
JCB

It is also possible to pay with Viabill.

When paying with an international creditcard eg. Visa or Mastercard, the purchase amount will be instant reserved on your credit card. The amount will be reserved until your order has been processed and sent for delivery. We won’t draw the amount from your account, until the order has been processed and sent for delivery. The receipt, which you will need in case of any complaints or refunds, will arrive with your delivery, so make sure you keep it safe.
When you pay for goods or services at billibi.com using a credit or debit card, your card details will be sent from the website to our payment solution provider PBS A/s via a secure and encrypted SLL-connection. Your card details are kept completely private and will not be shared with any third party.

In the unlikely event that your order is missing form stock or we in some other way are unable to deliver, you will of course receive a full refund.

Prices
Our prices are set in accordance with the current cost of raw materials and are subject to any changes in currency and sales tax. All our prices are listed in danish kroner (DKK) and include a 25% sales tax. We reserve the right to alter our prices to match any changes to the rate of sale tax. We accept no liability for any printing or clerical errors and sold out and obsolete items.
Please feel free to contact us at webshop@billibi.com if you have any questions regarding payment.

You can return your online purchase within 14 days of receiving it in accordance with Danish law. When you return your purchase, the product(s) must be in the same condition, as when you received it. The purchase should be returned in its original or other type of outer packaging in order to avoid damage to the shoes and shoe box. If the product and/or shoe box has been handled in a way that goes beyond the necessary measures to determine the functionality and features of the product, the purchase amount will be reduced partly according to Danish law.

You must enclose the parcel slip that came with the order. The costs of return is at the customers own expense.

You are welcome to return your purchase in store at one of our Concept Stores. The purchase amount will be automatically refunded in store to the payment cart used when placing the order. When returning in store, please bring the enclosed parcel slip as your proof of purchase.

For danish costumers only: You can buy return labels through our return portal here.

When returning your parcel via post, please enclose the attached invoice and a filled out return form. Please note that the parcel must be sent to the stated address. If you buy a label outside Billi Bi's return portal, you must make sure that you buy with delivery, so that the package arrives directly at our address.

The return address is:

Billi Bi Concept
Vibe Allé 5
DK- 2980 Kokkedal
Att. Online return

Billi Bi will refund the purchase amount as soon as possible, after we have received the product(s) and ensured that the returned good(s) matches the requirements for the return of goods and purchase cancellation legislation. We credit return goods upon receipt, and therefore you will receive the purchase amount, at the earliest, the following day, after we have received your returned product(s). If you have paid by Mastercard or Visa Electron, take notice that it may take 2 weeks in addition.

You are entitled to a two-year warranty on defective or faulty goods purchased at billibi.com. Should you, upon receiving your order find that it is faulty, defect or simply the wrong product, you are required to inform billi bi within a reasonable period of time of receiving the product(s). Our return policy is valid for 14 days of the delivery date.
The warranty is invalidated if the defect or problem occurs as a result of misuse or any other action likely to result in damages to the product.

Take notice that the webshop shares stock with our physical stores at Købmagergade and Frederiksberg Centeret, meaning that the products could possibly have been tried on by other customers. We do not consider this a defect and we continously do our best to provide you with the best products possible. If you are not satisfied with the condition of the product you are welcome to return it and/or contact us at webshop@billibi.com.

You can claim your warranty by sending an email describing the defect on the products with attached photos to webshop@billibi.com. If you purchased your product(s) in our physical shop at Købmagergade or at Frederiksberg Centeret in Copenhagen, please direct your inquiry to store@billibi.com or frederiksberg@billibi.com. You can also claim your warranty by returning the product(s) in question at our store where we will then assess the defect. We reserve the right to correct the defect or replace the product with a similar undamaged item rather than providing a full refund.

FAQ

DO YOU DELIVER TO MY COUNTRY? AND AT WHAT PRICE?

Go to Delivery for information on shipment methods, international shipping and shipping costs.
If your country does not appear on the list, please contact us at webshop@billibi.com for more information.

I HAVEN'T RECEIVED AN ORDER CONFIRMATION

After placing your order, you will receive an order confirmation within a few minutes. If you don't receive an email order confimation, then please check your spam folder. The missing order confirmation may also be a result of typing a faulty email while placing the order.
Due to the above mentioned options, even though you haven't received an order confirmation, the order may still have been processed correctly. We therefore recommend contacting us before placing a new order to avoid a double order.

WHEN WILL YOU SHIP MY ORDER?

We strive to process and deliver your order within 1-3 working days. On orders placed before 10am we expect to deliver your parcel within 2 working days to Danish addresses.

Expect an extented delivery time for orders with a shipping address outside of Denmark. The processing of international orders wil however, be commenced within 1-2 working days.

I HAVE CHOSEN 'PICK UP IN STORE' AS DELIVERY METHOD - WHEN CAN I COLLECT IT?

All orders placed before 10am is usually ready for pick-up the same day. Please await a confirmation email stating at what time your order will be ready for pick-up. Your order will be stored in the store until you collect it, but please do so as soon as possible.

HOW DO I RETURN AN ITEM?

Go to Returns for more information on the process of return. You can return via post or by drop off in one of our Concept Stores in Copenhagen.

For Danish costumers only: You can buy return labels through our return portal here.

The return address is:
Billi Bi Concept
Vibe Allé 5
DK- 2980 Kokkedal
Att: Online return

I REGRET MY PURCHASE - CAN I CANCEL MY ORDER?

If you regret your purchase and want to cancel your order, please contact us as soon as possible.
If you have received a shipping confimation, it's no longer possible to cancel your order. In this case you will have to return the order after receiving it.

MY PRODUCT IS DEFECTIVE. WHAT SHOULD I DO?

Before shipping of our Billi Bi products, we strive to make sure that the product is in perfect condition. In case that you receive a defective product you can either return the product within the 14 days return period and receive a refund. Alternatively you can choose to keep the product and contact us the possibility of a price reduction.

HOW WIDE ARE THE KNEE BOOTS?

The width appears from the name of the boot and is measured in cm.
These measurements are based on a size 37.

Narrow width: 31,0 cm
Normal width: 34,0 cm
X width: 37,5 cm
XX width: 40,0 cm

WILL YOU GET THE SHOES BACK IN MY SIZE?

If you have any questions regarding if we will receive a style back in stock, please contact our stores at store@billibi.com or frederiksberg@billibi.com.

I HAVE MADE A RETURN - WHEN WILL I BE REFUNDED?

Billi Bi will refund the purchase amount as soon as possible after we have received the product(s) and ensured that the returned good(s) matches the requirements for the return of goods and purchase cancellation legislation. If you have paid by Mastercard or Visa Electron, take notice that it may take 2 weeks in addition. You will receive an email confirmation when the refund has been processed.

AN ITEM IS MISSING FROM MY ORDER

If an item is missing from your order or you have received an incorrect item, we sincerely apologize. Contact us at webshop@billibi.com, so we can solve the problem as fast as possible.

HOW DO I GET INFORMATION ON NEW ARRIVALS, SALE AND SPECIAL OFFERS?

Sign up for our newsletter and receive information on new arrivals, sale, VIP events and campaigns. Sign up by using the below form on the image to the left.

Billibi.com is operated by
Billi Bi Concept
Vibe Allé 5
DK-2980 Kokkedal
Denmark

Tel.: +45 33 13 38 18

E-mail: webshop@billibi.com

CVR-nr.: 36 89 46 60

Billi Bi’s general Terms and Conditions are valid for any and every sale and delivery from billi bi, unless a written agreement has been entered into by you and billi bi regarding a specific purchase or delivery, or unless the terms and conditions are contrary to given consumer regulations.

When you shop at billibi.com, the transaction will be subject to general danish legislation regarding purchase and contract law, including consumer sales. as a consumer you are protected by current legislation, primarily those concerning the sale of goods and consumer contracts.

Billi Bi will not keep an actual copy of the agreement between you and billibi.com, but will keep a digital copy of the details of the agreement. you are therefore required to keep your own proof of trade with billibi.com. your delivery will contain an invoice, which will act as proof of your purchase. you will be required to provide this document in case of any complaints, refunds or possible replacement of goods.

RISK AND RESPONSIBILITY
Once you’ve received the product it is your responsibility. the responsibility will pass to Billi Bi when we receive your parcel. Billi Bi will not be held accountable for issues or events that fall outside the scope of Danish legislation. Any disagreement between yourself and Billi Bi will be settled according to Danish law in the City Court of Copenhagen.

FILING A COMPLAINT
If you wish to complain about a product purchased at Billi Bi, you as our customer are always welcome to contact our customer service. Billi Bi customer service can both be contacted by e-mail and phone. Our contact information can be found on our website under ‘Contact' at the top of our front page.

THE COMPETITION AND CONSUMER BOARD, CENTER FOR SOLVING COMPLAINTS
If we fail to find a satisfactory solution, you can, if the conditions are met, file a complaint to The Competition & Consumer Board, Center for solving complaints. When filing a complaint to the Center for solving complaints, you have to create a case through www.naevneneshus.dk/start-din-klage/.

THE EU COMMISSION'S ONLINE COMPLAINTS PORTAL
If you are a consumer residing in another EU country than Denmark, you can use the European Commission's Online Complaint Portal. You can lodge a complaint by using the following link: http://ec.europa.eu/odr. In the filing of a complaint with the European Commission's Online Complaint Portal, please state our e-mail address, which is: webshop@billibi.com

THE DANISH CONSUMER COMPLAINTS BOARD
If we do not reach a joint solution through the Competition& Consumer, Center for solving complaints, you can complain to the Danish Consumer Complaints Board through the following link: https://kpo.naevneneshus.dk/Public/Home/ChooseLoginProvider?returnUrl=https://kpo.naevneneshus.dk/External

Billibi.com is operated by:

Billi Bi Concept
Vibe Allé 5
DK-2980 Kokkedal
TEL.: +45 33 13 38 18
E-mail: webshop@billibi.com
CVR-nr.: 36 89 46 60

At Billi Bi we are very attentive to the need for appropriate protection and responsible processing of all personal information that we receive. Billi Bi assures full confidentiality in respect of your personal data. We are responsible for personal data that is submitted via www.billibi.com, and we will only disclose your information to third parties in relation with the service that we deliver to you.

The following is an account of how we use the personal information you leave and/or submit when you visit our website and when you use the various services on our website.

COLLECTION OF INFORMATION
Billi Bi collects information about you when you actively submit information to our website, subscribe to the newsletter, place an online order and/or participate in competitions. You will always be informed in relation with the collection of personal information about you. The personal information that we collect can include, for example, your name, your email address, your private address, your phone number and similar identification data, your shoe size, information about an online purchase and on your navigation of the website.

When submitting information, you will always be informed whether the input is voluntary or a requirement for the implementation of the desired action, such as completing a transaction in our webshop.
We collect your personal information in one or more of the following cases:

When you make an online purchase on our webshop
When you subscribe to our newsletter
When you participate in a competition

Even if you use your email address in more than one of the above cases, your details will be only collected and registered in a single location. This allows your information to be reused, for example, when you make a purchase with us, while at the same time ensuring that you do not receive the same marketing material from us more than once.

SUBSCRIBING TO OUR NEWSLETTER
Entering your details and subscribing to the newsletter means that you are giving Billi Bi your consent to collect and process your personal information, for the purpose of sending you our newsletter. You may withdraw your consent at any time through the opt-out link in the bottom of each newsletter.

Should you wish to lodge a complaint about our processing of your information, please contact the Danish Data Protection Agency.

HOW WE USE PERSONAL DATA
Personal data is collected and used for the following purposes:

Processing of an order in our webshop
Subscribing to a newsletter
Management of user account
Participation in competitions or other events
Transmission of other marketing material, including invitations to events and other campaigns
Summary of purchase history
Statistics and analysis of traffic on www.BilliBi.dk
Subscribing to stock updates

OTHER MARKETING MEASURES
We would like to point out that the use of your personal information for the sending of marketing material will only take place if you have previously submitted your explicit consent.

Billi Bi gathers statistics about which areas of the website our users visit and what products are our users’ favourites. These data does not contain personal information. The collected data gives us knowledge about how users use the website. This information is used to improve the website. We are not able to see where you are visiting from or where you surf to on the Internet when you leave our site. We do not sell or in any other way disclose information about our users’ use and navigation of our website and we neither sell nor distribute information about your purchases to a third party.

DISCLOSURE TO OTHER DATA CONTROLLERS
Your personal information will not be disclosed to a third party without your permission. However, under certain circumstances and in accordance with legislation, we may be required by law to disclose information to public authorities or the police. For example, we are required to disclose information to the police in cases of suspected credit card fraud.

HANDOVER TO OTHER DATA PROCESSORS
Information for use in the product delivery is handed over to the shipping company that Billi Bi is using. Your personal information is also passed on to Billi Bi’s partners who provide services on Billi Bi's behalf, such as in connection with the sending of newsletters. These partners only process personal information on Billi Bi's behalf and in accordance with Billi Bi's instructions.

TRANSFER TO THIRD PARTY COUNTRIES (NON-EU MEMBERS)
Your personal information is transferred to the USA, as Billi Bi uses the services of Klayvio and Magento, which has acceded to the EU-U.S Privacy Shield Framework. The Commission has ruled that the protection level is sufficient in the USA, once companies have acceded to the Privacy Shield Framework. For more information about Privacy Shield Framework, see the official website.

DELETION OF PERSONAL INFORMATION
We delete your personal data when we no longer need to process it in order to fulfill one or more of the purposes as stated above. The information may, however, be processed and stored for longer than this, in an anonymised form. Personal information which is stored in relation with online purchases will be stored for 5 years in accordance with the Accountancy Act.

COOKIES
We use cookies on our website. You can read more about our use of cookies in our Cookie Policy, which you can find here.

YOUR RIGHTS
You are entitled to gain insight in the information that we process about you, however subject to certain statutory exclusions. You are also entitled to raise objections to the collection and further processing of your personal information. Furthermore, you are entitled to have your personal information corrected, deleted or blocked, in accordance with relevant regulations.

WITHDRAWAL OF CONSENT
You may at any time revoke any consent that you may have given us. We will then delete your information, unless we are able to continue processing on some other basis. If you would like to withdraw your consent, please contact us at webshop@billibi.com.

ALTERATION AND DELETION OF INFORMATION ETC.
If you would like us to update, amend or delete personal information that we have registered about you, if you would like access to the personal information that is processed about you, or if you have inquiries about the above guidelines, please contact us at webshop@billibi.com.

HOW TO LODGE A COMPLAINT
If you would like to lodge a complaint about the processing of your personal information, please contact us by email, as presented above. You can also contact the Danish Data Protection Agency at Datatilsynet, Carl Jacobsens Vej 35 ,2500 Valby.

Updated on July 3rd 2024

Use of cookies

We use cookies for overall purposes of functionality, web statistics, sales and marketing. The functional cookies ensure that our online store is functioning according to our intentions, this includes adding items to the shopping bag and placing a purchase etc. No personal information is saved and the cookies are automatically deleted when the browser is shut down.

We use the service Google Analytics to collect web statistics. Cookies from this supplier give us the opportunity to see which pages are visited and where the traffic derives from etc. The information is used to measure and to enhance the user experience and to follow up on sales and marketing campaigns.

How to avoid cookies
Should you not wish to accept the cookies, you can reject it by changing the appropriate settings in your browser. The specific changes in settings depends on the given browser. Please be aware that if you do not accept cookies when visiting our website, it can affect your purchase experience given that certain functionality will not be available and/or function properly.

Updated on July 3rd 2024

BILLI BI CUSTOMER SERVICE

What can we help you with?

Contact Webshop Customer Service

USEFUL LINKS

FAQ