Returns

We will gladly accept returns on all items received within 21 calendar days from delivery date. Item(s) must remain in original condition with all tags attached, and not worn, alternated, washed or damaged in any way.

Please read through our returns policy carefully as you are agreeing to this when you make a purchase with us.

RETURN PROCESS

To request a return, please email your order number and items you would like to return to sales@big-big.com so we can provide you with a return label and customs declaration forms.

All returned orders will be issued with a credit note to the value of the item(s) returned less any shipping costs. Online credit notes are valid for 12 months. You must submit your return request within 21 days of receiving your order.

Once you've submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Returns are usually processed within 5 business days of receipt and you'll receive an email detailing your return once this has been done.

We do not allow returns or exchanges for the following:

• Products received without authorisation.
• Products purchased during a promotional sale period (more than 30%) or on markdown/final sale
• Products received in a condition other than their original condition
• Products without their tags attached
• Products that appear worn, smell of perfume, deodorant or body odour
• Products that are marked or damaged in any way, that includes fake tan and make up

Our returns department has the right to refuse a return if a returned item does not meet the above conditions. In this instance, the item will be returned to the address on the original order and the cost of shipping will be deducted from your order.

RETURN POSTAGE

Once your return request is received, we will email you a returns label/slip to print out. The cost of the label will differ by country based on local rates, and will be deducted from your return outcome.

For US customers, the cost of a returns label will be a flat $10. 

We are not responsible for lost, stolen or undelivered returned parcels.

Please note that you must complete and include a Customs Declaration form and place it on the package. It is also very important that you label the items as'returned goods'.  Failure to do so will result in the package being held in Hong Kong customs for a lengthy period of time before being released.

FAULTY OR MISSING ITEMS

We thoroughly inspect all items prior to dispatch and advise customers to contact within 48 hours if they believe that their item may be faulty, incorrect or missing at item.

If you believe your item to be faulty, please email sales@big-big.com with images of the fault so we can review and initiate your return. 

If item is worn even though it shows clear signs of 'fault' the customer has accepted the item in the condition it was received and the item is no longer eligible for refund or exchange. Items that are returned as ‘faulty’ will be inspected immediately they are received and an email notifying you of the outcome will be sent within 5 days.

Garments damaged while being tried on will not be refunded or exchanged.

Goods are deemed faulty if:
a) the goods are damaged when the customer receives them
b) the goods show a distinct manufacturing fault
Items that have been dry cleaned, altered have any attempt at repair made by the customer or registered alteration specialist do not qualify for return.

PROCESSING TIME

Once your order has been received at our warehouse you will be notified via email, and your request processed.

EXCHANGES

If you wish to exchange your purchase for another item (excluding exchanges for size or colour) we will provide you with a credit note to be used against a new purchase. Any additional payment can be made at checkout, as per a new order. 

* All credit notes have an expiry date of 12 months from the date they are generated. Any additional payment can be made by completing payment details as per a new order.

CREDIT NOTE: 

Please allow up to 5 business days for processing.

UNCLAIMED or REJECTED PARCELS:  Parcels that are returned to us as 'Unclaimed' or 'Rejected' by the customer will not be refunded. The customer will be issued with a credit note valid for 12 months. Items will be returned to stock and relisted for sale. Customers can then use the credit note issued to repurchase if they so wish or against another purchase.

We provide full tracking for all parcels (via email alert) and it is the responsibility of the customer to 'track' their item and ensure they are available to sign for the parcel on delivery and/or pay any duties and taxes on the order. We also provide information regarding customs duties and taxes applicable to many countries. Please familiarise yourselves with these charges prior to ordering as they will apply to many international charges.

CUSTOMS CHARGES / TAXES

It is up to the customer to familiarise themselves with their country’s import taxes/customs charges prior to placing the order. An international order cannot be confirmed unless the customer agrees to our terms and conditions that specifically advises that additional charges may apply.

If you have paid duties/taxes in order to have your parcel released, please check with your local customs office as you may be able to claim these back if you return the item. 

Please DO NOT include any credit card details on Returns Forms or in emails.