Refund policy

Whether you're shopping for something new or snapping up a bargain in the sale, rest assured you can return and exchange anything (except custom made things) if it doesn't work out. 

CANCELLATIONS

If you accidentally placed an order and want to cancel just send us an email as soon as possible to admin@biggsandhill.com or call us on +44 (0)1243 908112. If your order has not already been despatched then we can cancel it and refund your order to the payment method you used to make the purchase before it is shipped to you.

If your order has already been despatched then you will need to return it when it arrives with you, and we will process a refund when it is returned. 

CHANGES TO YOUR ORDER 

If you want to change your order that's generally no problem if you let us know as soon as possible after ordering so that we can amend it before it is despatched. If it has already been despatched then you will need to place another order or wait for the ordered item to arrive and send it back.

RETURNS

If you want to return anything you must first request a return by logging into your account HERE

You can return your purchase within 90 days of delivery for any reason (except for non-returnable items listed below). If more than 90 days have passed since your item was delivered, (or if your item is non-returnable - see below) then unfortunately we can’t offer you a refund or exchange unless it is faulty (see below).

You will need to pay for the return delivery costs. You can use a tracked postage service or email or call us we can send you a label for our couriers. If we organise the return delivery then we will deduct the return delivery charge from your refund. Return delivery costs vary depending on your location and size of the package but we will confirm this with you after you request a return through your account.

Please note that international returns can be expensive if you send them yourself, so it is often more economical for us to book you a return label using our commercial couriers. Refunds for international returns may take up to 30 days while we wait for our couriers to apply and confirm any re-import charges, which may vary. Until we have been billed by our couriers to confirm the total return cost then any quotations for returns are purely estimates. 

There are two ways to return an item: 

1- Send it back to us yourself unused and repackaged with all the tags, using a tracked delivery service with the return address as shown below:

Attn Returns
Biggs and Hill 
Unit 2B Park Bottom,
Arundel
BN18 0AA
United Kingdom

Then email us the tracking code. We'll refund your order as soon as it has arrived back with us. 

2- We send you a prepaid label for either EVRI or DPD (UK) or UPS (elsewhere) so you can drop it off at a collection point (the courier service depends on your location).

Log into your account  HERE or call us on +44 (0)20 8064 1142 and we'll send you a label. Repack the unused item with all tags, print and stick the label on and and drop it off at any of the drop off points near to you. These are usually a local newsagents or drop off locker in a supermarket. 

International returns also require a commercial invoice to be attached to the package. We will send you this as well. Please attach it in a clear envelope so that the customs officials can inspect it.

We will deduct the cost of the return shipping from your refund and send you the remainder of the refund when it arrives back with us.

If you return an item without requesting a return through your account (https://shopify.com/67647996181/account) then we may not be able to identify your item when we receive it, which could result in delays in refunding your order. 

You must re-package the item for return delivery with any packaging, labels and tags intact. Therefore please do not throw away the original labelled packaging if you are unsure of your purchase.

REFUNDS:

A credit will automatically be applied to your original method of payment within 1-2 working days. Refunds may take some time to arrive in your bank account or payment method. This depends on your bank, card issuer or merchant (such as Paypal), so if a refund hasn't been received after we have sent a confirmation, please initially check with your bank or payment provider. 

To be eligible for a full refund, your item must be unused and un-washed in a re-sellable condition with all tags and labels, so if you're unsure of your purchase we advise you not to use it.

Sometimes we will only issue a partial refund. A partial refund will only be given if:
* There are obvious signs of use, (eg marks and or stains) such that the item cannot be re-sold as new.
* Any item not in its original condition, is damaged or missing packaging or parts
* Is damaged during the return delivery due to inadequate re-packaging.

Return collections can be booked for a weekday of your choice but depending on the courier we may not be able to schedule a precise collection time. 

NON RETURNABLE ITEMS

Custom-made or bespoke items. This includes any item made to a non-standard specification especially for you (custom size, colour, etc). 

PROMOTIONAL ITEMS

If you have bought an item as part of a deal in which a product bought at full price allows you to purchase another at a discount, or when the order total is discounted when you buy more than one item, then returns must include ALL the products purchased in order to be eligible for a full refund. If you are not returning all the products then your refund will be calculated minus the value of the order discount and any return shipping cost. 

WRONG ITEM ARRIVED

Oh no! If you ordered the right thing and we sent you the wrong thing then we'll send you a label to return it and despatch the right one to you straight away (if it's available).

If your order contains the wrong item or is missing something then get in touch as soon as possible and email us pictures at hello@biggsandhill.com. 

EXCHANGES

If you want to exchange your item for another one then just arrange a return as per RETURNS above

If you want to exchange a swappable component, then you just need to cover the cost of delivery and return of the ones you want to swap, and pay any difference in price. The returned items must be repacked safely and returned to us in good condition with any packaging and tags intact. Just contact us and we will send you a link for payment. 

DELIVERY TERMS

All deliveries must be signed for. When your order is delivered please check the package for damage before signing. If it looks like there could be any issue at all you must sign for it as "Damaged". If you're at all unsure you must keep the packaging, as it cannot be returned, replaced or repaired otherwise. If you notice anything amiss when you're unpacking it please get in touch straight away and don't unpack it any further. We'll do everything we can to rectify any issues but it must be able to be re-packed safely to avoid further damage when it is returned.

ITEM DIDN'T ARRIVE

All deliveries are sent tracked and signed for but yes, sometimes couriers will take shortcuts and things get delivered to neighbours or left in unusual places. Usually the delivery tracking will have a photograph of where it was left and the details of who signed for it so please check all the information on the tracking page we send you or log into your account at https://shopify.com/67647996181/account. 

We'll do whatever we can to track down a missing order, and if it had indeed vanished then of course we'll send you a replacement or a refund. We may ask you for photos to support a claim with the couriers.

DAMAGE IN TRANSIT

If the packaging is not intact on arrival please sign for it as "damaged" and take photos of the damaged packaging before further unpacking it. Email us admin@biggsandhill.com as soon as possible or within seven days of delivery and we will start a claim. You can choose whether we refund it, repair it or exchange it (subject to availability) as long as you have signed for it as "damaged" and have taken photos showing the damage. We cannot issue a refund, repair or exchange due to damage in transit if the product has been assembled or used in any way. 

FAULTS 

If an item becomes defective due to a manufacturing fault (not due to wear and tear, misuse, UV exposure or failure to adhere to the care instructions provided with the product) within the following 12 months we will also refund, repair or replace it (subject to availability and practicality). 

GIFTS

If the item was purchased as a gift then refunds can only be made only to the original purchaser using the payment method used to place the order. 

ANY OTHER QUERY

Get in touch! We don't bite and we want you to be happy with your purchase, your delivery and return experience. We can usually sort out most problems and help make things easier for you with a quick phone call..

+44 (0)1243 908112

hello@biggsandhill.com