Frequently Asked Questions

Why didn't I receive my tickets by email?

Billy uses NFT and blockchain technology to guarantee each ticket is truly unique and to allow you to resell them safely. No more PDFs received by email. These tickets are now digital works of art to collect as a souvenir of your event.

How to access your tickets?

At Billy, your bills are stored in a wallet (or digital safe). If you don't already have one, Billy automatically creates one for you using your email address. To access your tickets, you have 3 options:
- add your tickets to your Apple/Google wallet at the time of purchase
- connect to the web application: go to the "my tickets" tab and click on one of them to see your QRCode
- or download "Billy" mobile application on IOS or Android.

I did not received an invitation for an event

Please check your spam folder to see if you have not received anything.
In case of problems, contact us at We'd be happy to help

What is an NFT?

NFT is the acronym for "Non fungible token". It is a unique and unforgeable digital asset (image, video, music, ticket...) authenticated thanks to the blockchain.

What is a wallet?

A wallet is a digital safe that allows you to securely store your crypto-currencies and NFTs. If you don't already have one, Billy will automatically create one for you when you create your account using your email address.

How does Billy guarantee the authenticity of tickets sold and resold?

Billy uses blockchain technology to verify the authenticity of each ticket and ensures that each ticket is unique.

Which blockchain does Billy use?

Billy has chosen Polygon (EVM) and Tezos. These are two eco-responsible blockchains with a limited carbon footprint thanks to the use of block validation called "Proof Of Stake". This reduces the network's carbon footprint by 99% compared to those who use "Proof Of Work" validation like Bitcoin.

What if I run out of battery power, how do I access an event?

No problem, just give us your email address at the entrance. The organizer will be able to find you in his database.

Can I pay in euros or in crypto-currency on Billy?

You can pay by credit card, Apple pay, Google pay. If the organizer wishes, he can also accept payment in crypto but it is up to him to choose. Unlike many web3 marketplaces, you do not need crypto currency to buy tickets on Billy.

I have an additional question or need help, what should I do?

If you have additional questions or need help, you can contact us at Our help center would be happy to help.

I've ordered additional products (bundles, merchandising, vinyl, etc.) from Billy, how will I receive them?

You will receive your products according to the delivery method you chose during your purchase (e.g. Colissimo, Mondial Relay, etc.).
Billy works with partners who manage the creation, shipment and customer service for these product orders. If you have any questions, you can contact them at the support e-mail address you will find in the order confirmation e-mail concerning your complementary products.

If I bought a Bundle containing a ticket and several items, can I ask a refund for some of the products ?

No. If you order a ticket and several items and decide you don't want all the products, you must cancel the entire order with our partner and purchase the items you want individually, if they are available for sale individually.

Can I change the information on an order that includes merchandising, records or vinyls?

Unfortunately, we cannot change any information on an existing order once it has been processed for shipment, including details such as your shipping address, billing information, item, size or quantity. We are also unable to cancel orders once they have been processed.

If you have not yet received a shipping confirmation, we may be able to make a change of address or a cancellation. Please contact the shipping partner at the email address indicated in the order confirmation email and our partners will do their best to accommodate your request! 

All orders are subject to our return and exchange policy. Please note that a change of address or cancellation request is not guaranteed until one of our partners has confirmed that your request has been processed.

I've ordered an item marked as "pre-order". When will I receive it?

Pre-ordered items are not available for shipment at the time of purchase. Shipping times for pre-orders are detailed in the product description, as well as in your confirmation e-mail. Please note that, unless otherwise specified, any order including a pre-order item will not be shipped until all items are available.

Please check your mailbox and order confirmation email for the shipping date of pre-ordered items. Shipping and delivery dates for these items are estim֤ées unless otherwise stated.

While we make every effort to communicate accurate delivery estimates for your orders, unforeseen production delays for pre-order and limited edition items may occur. If an item in your order has been affected by a production delay, we will notify you by e-mail as soon as possible.

When will my order be shipped?

In most cases, with the exception of pre-orders, orders are dispatched within 2 to 5 working days. Shipping and delivery dates are not guaranteed, unless otherwise indicated.

When will I receive tracking information?

You will receive tracking information as soon as your package has been shipped, via the e-mail with which you placed your order. Check all inboxes, including your spam folder, if you cannot find your shipping confirmation. Please note that it may take up to 3 days to update your tracking link.

How long does it take for my order to arrive once it has been shipped?

Domestic orders normally arrive within 3 to 7 days of dispatch, unless otherwise stated. International orders normally arrive within 2-4 weeks of shipment. Please note that these orders must pass through your country's customs office before being released for final delivery, which may occasionally cause additional delays.

Once an order leaves our partners' warehouse, shipping delays may occur due to factors beyond their control. Unfortunately, we cannot control the speed with which an order arrives once it has left the warehouse. Contacting the carrier is the best way to obtain more information about the location of your package and the estimated delivery date. Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our partners' facility due to a shipping error, they will contact you via the email address provided with your shipping information. If they do not receive a response within 5 working days, our partners reserve the right to refund your order. This applies to all merchandise, record and vinyl orders, including limited editions and pre-orders.

Please note that in the case of split shipment of an order, we can only refund what has been returned to us.

My item has been dispatched but has not yet arrived. Is my parcel lost?

You have up to 15 days from the date of dispatch to declare your parcel as lost in order to receive a refund for the missing item(s), or a reshipment if stock permits.

For orders shipped within France: if you have not received your parcel within 2 weeks of shipment, please contact our partners at the e-mail address indicated in the order confirmation e-mail as soon as possible so that they can resolve the problem for you. For orders shipped outside France: if you have not received your package within 4 weeks of shipment, please contact our partners at the e-mail address indicated above as soon as possible so that we can resolve the problem for you.

If you receive an order tracking but it has not been updated beyond the "Pre-Shipment" or "Label Creation" stage within 2 weeks of shipment. If you receive an order tracking but it has not been updated beyond the "Pre-shipment" or "Label creation" stage within 2 weeks, please contact our partners at the e-mail address indicated in the product order confirmation e-mail so that our partners can investigate the problem.

Please note that we are not responsible for packages lost due to an incorrect shipping address provided with your order. Shipping delays will occur if you provide an incorrect address at the time of payment.

My tracking shows that my order has been delivered, but I haven't received it yet. Where is it?

Some carriers indicate that a package has been delivered before it actually is. Although this is unusual, it can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get a better idea of the delay. If you still haven't received your parcel after 5 days, have checked with your neighbors and still haven't received it, please contact our partners at the e-mail address given in the product order confirmation e-mail and they will do their best to help you!

My order is being shipped to a country outside France. Will I have to pay customs/importation fees to receive my order?

Depending on your country, you may be charged customs/import fees. Customs charges are the sole responsibility of the buyer; we are not responsible for any additional customs charges once your package has left our premises.

Customs charges are calculated according to the contents of each package. If an order arrives in more than one package, customs charges will not increase, but will instead be levied on the import of each package.

If customs charges are refused at the time of delivery, your order will be returned to our partners. Once they have received your parcel, they will be able to refund your purchase. If you are unfamiliar with customs charges, please contact your local post office or customs office for more information.

How do I start the process of returning my order for a refund or exchange?

Please contact our partners by sending us an email to the address indicated in the order confirmation email before returning your parcel. If you return an item for a refund or exchange without first contacting our partners, we cannot guarantee that your request will be processed.

How soon after I place my order can I submit a return or exchange request?

Requests for returns or exchanges must be made within 14 days of receipt of your order.

Do you accept returns in any condition?

Items must be returned in their original condition and packaging, with tags attached. Returned items may not be washed, worn, used or altered in any way.

Can I return an item I received in a bundle for a refund?

No. If you wish to return an item received in a bundle for a refund, you must return the bundle in its entirety. Partial refunds will not be granted for items received as part of a bundle, unless the item in question has suffered proven damage.

Who pays for my return of the package? 

You are responsible for return shipping costs, except in cases where we are responsible for the cause of the return or exchange (see "Damaged, incorrect or incomplete orders").

How long does it take to receive a refund for my returned item?

Please allow 3-5 business days for your item to be processed. Refunds usually take 5-8 business days to appear on your account once they have been processed, but can sometimes take up to 10 business days.

What should I do if my order has arrived damaged, incorrect or incomplete? 

If your item arrived damaged, or if you received an incorrect item, we will need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps our partners understand what went wrong and enables them to avoid similar problems for you and other customers in the future.

Our partners can only process a refund or exchange for damaged and/or incorrect items within 60 days of receipt of the order.

Once we have received the photos, our partners will send you a return label by e-mail. Once the item concerned has been returned to the warehouse, they will send you a replacement item. Please contact their team immediately by sending us an e-mail to the address given in the product order confirmation e-mail. They will solve your problem as soon as possible! 

We are not responsible for damage to merchandise after it has been worn, used or washed.

What should I do if the item I've ordered arrives and doesn't look like the store photo?

Often, the images used on the store are digital mock-ups of what the product is supposed to look like. This usually varies once the product has been created and shipped.

Please do not hesitate to contact our partners' teams if you feel that the product you have received is very different from the store's digital mock-up. Be sure to send one or two photos so that their teams can see the difference and help you better.

What is pre-sale ticket access?

Pre-sale ticket access gives you the opportunity to purchase tickets for an event before it goes on general sale to the public. Please note that due to a limited number of tickets and high demand, it is not guaranteed that you will be able to purchase tickets for the show using your presale code. Pre-sale codes have no monetary value and are not transferable. They are case-sensitive and some can only be used once.

How do I get a pre-sale access code?

Access to pre-sale tickets through the store is generally limited to fans who purchase a particular ticket or product or place an order at a particular time. Please consult the relevant store and/or product list for full details of how to obtain access to pre-sale tickets via a store purchase.

My promo or presale code is not valid. What should I do?

Please check that you have entered your code correctly, as it may be case-sensitive. If it still doesn't work, contact the organizer as soon as possible so that he can help you!

My limited edition order was shipped, but did not arrive due to a shipping error. How can I get my item back? 

If your package is returned to our partners' warehouse due to a shipping error, they will contact you for an updated address via the email provided with your shipping information. If they do not receive a response within 5 working days, they reserve the right to refund your order.