Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at bigbagmaker1@gmail.com. Please note that returns must be sent to the following address: 499A New Cross Rd, London, SE14 6TQ, UK.

If your return is accepted, we'll provide instructions on how and where to send your package. For faulty, damaged, or incorrect items, we'll provide a prepaid return shipping label at no cost to you. For change-of-mind returns, return postage costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at bigbagmaker1@gmail.com.

Damages and issues: Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items: Certain types of items cannot be returned, including bespoke, made-to-order, and custom products (such as special orders or personalised items). Where applicable, you will be informed at the point of purchase if your item is made-to-order. We also cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period: If your order is being shipped to the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unused, with tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at bigbagmaker1@gmail.com.