Visit billionavenue.shipping-portal.com/rp/. Enter your postcode and order number — include the # at the start (e.g. #12345). Items must be unworn and in original packaging.

30 days from delivery for full-price items. Sale items are final sale — no exceptions.

Check: (1) is the # included before your order number? and (2) are you using the postcode from your delivery address? Still stuck? Use our contact form.

Once we receive and inspect your return, your refund is processed within 3–5 business days to your original payment method.

We don't offer direct exchanges. Return your item and place a new order.

Yes — include a note with all order numbers so our warehouse can match them.

Orders placed before 10 PM ship the same day (DHL: next business day). You'll receive a tracking email automatically.

Tracking can lag between scans. No update after 5 business days? Reach out via our contact form.

Check your mailbox, neighbours, and any safe drop location. Our jewellery is shipped in black gift boxes — keep an eye out for those.

Still nothing after 3 business days? Contact us via our contact form. We will open an investigation with the carrier, including questioning the postal worker or courier. You will also be asked to sign a declaration confirming non-receipt.

Only before dispatch. Contact us immediately via our contact form. Once shipped, address changes are not possible.

Contact us immediately via our contact form. Once preparation has started at our warehouse, changes are no longer possible.

Reach out via our contact form with your order number and the code. If valid and the order is recent, we'll apply it for you.

Check carefully inside all the packaging — small jewellery pieces can hide easily. Still missing? Contact us via our contact form with your order number. Every order is filmed at our warehouse, so we'll look into it right away.

Gift cards are sent by email immediately after purchase. Nothing received? Check your spam folder or reach out via our contact form.

All our jewellery comes with a 2-year warranty on manufacturing defects — not on damage caused by wear. More info at billionavenue.com/pages/warranty.

This is a manufacturing defect covered by our 2-year warranty. Contact us via our contact form and we'll arrange a replacement.

Gently push the pin (the part that goes through your earlobe) upwards so it clicks back into the clasp. If that doesn't work, send us a short video via our contact form so we can assess the issue.

Yes — all our jewellery is hypoallergenic and suitable for sensitive skin. It is plated with 1.5 micron 14K gold or rhodium plating, giving you the comfort of fully gold jewellery.

Slide the ear cuff over the thinnest part of your ear — usually at the top of the outer ear.

Most of our models can be gently widened using pliers. Insert the pliers carefully into the opening and pull gently to widen.

Store dry and airtight. Avoid water, sweat, and chemicals. Avoid creams and perfume — or any product with a high pH value. Polish gently with a soft dry cloth.

Yes. You can add your VAT number at checkout and you will receive an invoice by email.

Klarna reminders continue until your return is processed in their system — typically 3–5 business days after our warehouse receives it. Waited longer? Reach out via our contact form.