Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Pre-Order Cancellations & Refunds
Pre-order items are made to order after your purchase is confirmed. Production and preparation for shipment may take up to 8 weeks (60 calendar days) from the date your order is placed.
You may request cancellation of a pre-order within 24 hours of placing your order by contacting us at bighistory.shop@protonmail.com. If your request is received within this window and production has not yet started, we will process a full refund to your original payment method.
Once production for your order has begun, cancellation is not possible and refunds are not available except where required by applicable law or where we confirm a defect covered by this policy.
After you receive your item, our standard return and exchange terms below apply.
To be eligible for a return, your Big & Tall clothing item must be unworn, unwashed, with original tags attached, in its original packaging, and in resellable condition. You will also need the receipt or proof of purchase.
To start a return, please contact us at bighistory.shop@protonmail.com.
Returns must be approved before being sent back. We aim to respond within 24 business hours (Monday to Friday, excluding public holidays).
Please note:
- Customers are responsible for return shipping costs.
- We do not provide prepaid return labels unless required by law or explicitly offered for a specific promotion.
- Return instructions and the appropriate return address will be provided after approval.
- Items sent back without prior approval will not be accepted.
Damages and Issues
Please inspect your order upon arrival. If your apparel arrives damaged, defective, or if you receive the wrong item or size, contact us within 7 days of delivery with clear photos. We will evaluate the issue and, if confirmed, send a replacement or issue an appropriate refund at no additional cost.
Non-Returnable Items
We cannot accept returns for:
- Items that have been worn, washed, or altered
- Items without original tags or packaging
- Final sale items (if marked as such at purchase)
- Gift cards
Exchanges
We do not offer direct exchanges. If you would like a different size or item, please request a return and place a new order.
European Union 14-Day Cooling Off Period
If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days without providing a reason, subject to applicable law. The item must be unworn, unwashed, with original tags and packaging, and in resellable condition. Customers are responsible for return shipping costs.
Refunds
Once we receive and inspect your approved return, we will notify you of the refund status. If approved, refunds will be processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at bighistory.shop@protonmail.com.
Contact
BRIGHTCORE VENTURES LLP
Company No. OC459339
Stoney Works
8 Stoney Lane
London
SE19 3BD
United Kingdom
Email: bighistory.shop@protonmail.com