Frequently asked questions
AUTHENTICITY
Are all items authentic?
Yes. Every item undergoes a detailed authentication process by trained luxury professionals to verify authenticity, craftsmanship, and overall quality.
How do you authenticate items?
We inspect materials, craftsmanship, hardware, serial numbers, date codes, stitching, logos, and overall construction using industry-standard authentication methods. Select items may also undergo additional review by trusted third-party authentication experts.
Do you guarantee authenticity?
We stand behind the authenticity of every item we sell. If an item is determined to be inauthentic, we will issue a full refund in accordance with our authenticity guarantee.
Do items come with original packaging or receipts?
Some items may include original boxes, dust bags, authenticity cards, or receipts when available. Included accessories will always be listed in the product description.
ITEM CONDITION
Are your items new or pre-owned?
Most items are pre-owned luxury pieces, though we occasionally offer new or unused items.
How do you rate item condition?
We use a condition grading system to help customers understand the overall wear and appearance of each item.
- New: Unused with no visible signs of wear
- Excellent: Minimal signs of wear
- Very Good: Light wear from normal use
- Good: Noticeable wear while remaining functional and well maintained
- Loved: Visible wear and character from regular use
Are flaws or signs of wear disclosed?
Yes. Any noticeable wear, marks, scratches, or imperfections will be clearly described and photographed whenever possible.
Are product photos of the actual item?
Yes. Unless otherwise stated, all photos shown are of the exact item you will receive.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept major credit cards, Shop Pay, Apple Pay, Google Pay, and other secure payment methods available at checkout.
Is my payment information secure?
Yes. All transactions are processed through secure encrypted payment systems to protect your information.
Do you offer payment plans?
Yes. Installment payment options may be available at checkout through select third-party payment providers.
Can I cancel or change my order?
Orders are processed quickly, so cancellations or modifications may not always be possible once an order has been placed.
SHIPPING & DELIVERY
Do you ship internationally?
At this time, we primarily ship within the United States.
How long does shipping take?
Orders are typically processed within 1–3 business days. Delivery times vary depending on location and shipping method.
Will I receive tracking information?
Yes. Tracking information will be emailed once your order has shipped.
Is my order insured during shipping?
Yes. All orders are fully insured during transit until marked as delivered by the carrier.
Is a signature required upon delivery?
For security purposes, high-value orders may require an adult signature upon delivery.
What carriers do you use?
We ship using trusted insured carriers such as UPS, FedEx, and DHL depending on the destination and order value.
Do you ship discreetly?
Yes. All orders are packaged securely and discreetly with no visible branding indicating the contents.
Can I change my shipping address after placing an order?
For security reasons, we may not be able to modify shipping addresses once an order has been processed.
What if my package is lost in transit?
If a package is lost while in transit and has not been marked as delivered, we will file a claim with the carrier and work to resolve the issue or issue a replacement/refund once the claim is approved.
What if my package says delivered but I cannot find it?
Once a package is marked as delivered by the carrier, responsibility transfers to the customer. Billie’s Room is not liable for lost, stolen, or missing packages after confirmed delivery. We recommend checking with neighbors, your building management, or the shipping carrier directly for assistance.
Do you recommend shipping to secure addresses?
Yes. For high-value orders, we strongly recommend shipping to a secure address where someone is available to receive and sign for the package, such as a residence, workplace, or attended building.
RETURNS & REFUNDS
What is your return policy?
Eligible handbags, small leather goods, and accessories may be returned within our approved return window if returned in the same condition received with all original tags attached.
Are any items final sale?
Yes. All shoes, clothing, jewelry, watches, discounted items, and special-order pieces are final sale.
How do I start a return?
Please contact our support team with your order number to begin the return process. If approved, return instructions and a shipping label will be provided.
When will I receive my refund?
Refunds are typically processed after the returned item has been received, inspected, and approved.
SELLING & CONSIGNMENT
Do you accept consignments?
Yes. We accept select luxury items for consignment based on brand, condition, and market demand.
What brands do you accept?
We accept a curated selection of luxury designer brands.
What items do you consign?
We currently accept handbags, accessories, jewelry, watches, shoes, clothing, and select rare or collectible luxury pieces.
How do I submit items for review?
You can submit photos and item details through our submission form directly on our website here.
How long does the review process take?
Most submissions are reviewed within 2–5 business days.
How is pricing determined?
Pricing is based on brand, condition, rarity, market demand, and current resale value.
Can I price my own item?
Our team provides recommended pricing based on current market data and resale performance to help maximize sell-through potential.
Do you buy items outright?
We may offer direct buyouts on select items depending on brand, condition, and market demand.
When do sellers get paid?
Seller payouts are issued after the item sells and the applicable return window has closed.
Can I track my consigned items?
Yes. Sellers will be able to track submission status, payouts, and item updates through their Billie’s Room account dashboard.
GENERAL QUESTIONS
What is Billie’s Room?
Billie’s Room is a curated luxury resale destination focused on timeless designer pieces, rare finds, and elevated everyday styling.
Why shop luxury resale?
Luxury resale offers access to timeless designer pieces, rare finds, and archived styles no longer available at retail.
How often do you add new inventory?
New arrivals are added regularly. We recommend checking back often for the latest pieces.
Will sold out items restock?
Most items are one-of-one vintage or pre-owned pieces and will not restock once sold.
Can I request a specific item?
Yes. Contact us with your wishlist item and we may notify you if it becomes available.
How can I contact customer support?
You can reach us through our contact page or by email at hello@billiesroom.com.