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.

Cancellations

If you’d like to cancel your order before it has been dispatched, please contact us as soon as possible at bigbagmaker1@gmail.com. If it has already been dispatched, we’ll explain how to return it. Exceptions may apply to personalised products or items made to your individual specifications, where permitted by law.

Exceptions and personalised items

Personalised products and items made to your individual specifications are excluded from change-of-mind returns where permitted by law. We’ll clearly explain any applicable exclusion before you purchase.

An item is not excluded from returns simply because it is handmade or made after you order it. Sale items follow the same return conditions as full-price items. Gift cards are excluded from our voluntary change-of-mind return offer, except where the law requires otherwise.

These exclusions do not affect your rights if an item is faulty, damaged, incorrectly described or not what you ordered.

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.

Your statutory rights

Our standard change-of-mind return offer allows you to request a return within 30 days of receiving your item. This is additional to, and does not replace, your statutory rights.

If you are a UK or EU consumer, you generally have a legal right to cancel an eligible online purchase without giving a reason, including during the 14-day period after delivery. For an order delivered in separate parts, this period generally starts when the last item arrives. Exceptions may apply, including to personalised goods or goods made to your specifications.

Conditions under our voluntary return offer, such as original packaging and attached tags, do not override your statutory rights. Contact us at bigbagmaker1@gmail.com to tell us you wish to cancel or return an order.

For eligible UK online purchases, you can tell us you wish to cancel within 14 days of receiving your item, without giving a reason. You then have a further 14 days to send it back. We’ll refund you within 14 days of receiving the returned item. For a full-order cancellation, we’ll also refund any standard delivery charge you paid. If you chose a more expensive delivery option, we’ll refund only the standard delivery amount.

You may handle goods as you would in a shop to inspect them, including trying them on. Original packaging and attached tags are conditions of our additional voluntary return offer, not requirements that override your statutory cancellation rights.

Refunds

Refunds will be made to your original payment method unless we agree otherwise.

For eligible statutory cancellations, we’ll refund you within the time required by law. Where permitted, we may wait until we receive the returned goods or evidence that you’ve sent them back, whichever is earlier.

If you cancel your entire order under your statutory cancellation rights, we’ll also refund the cost of our least expensive standard delivery option. Any additional amount paid for express or upgraded delivery will not normally be refunded.

For returns under our additional 30-day change-of-mind offer, we’ll notify you once we’ve received and inspected your return. Approved refunds will be issued within 10 business days, without affecting any statutory refund deadline.

Your bank or payment provider may take additional time to display the refund. If you have questions about a refund, please contact bigbagmaker1@gmail.com.