Returns, Refunds, Exchanges and Cancellations

Returns

If for any reason you are unhappy with your purchase, please return it (address below), together with your returns form and contact details, within 14 days for a full refund or exchange. This applies to all our clothing and footwear.

Please use recorded delivery or other ‘proof of posting’ when returning goods.

Goods returned must be:

• unworn and unwashed
• in the original packaging (but please don’t use original shoe boxes as the outer packaging when returning them to us – thank you.)
• complete with all original labels
• in a condition fit for immediate re-sale.

If any returned goods do not meet these standards, unfortunately we cannot offer a refund.

Refunds

• If the goods are faulty, we’ll refund 
your postage costs.
• If the goods are unwanted, we’ll refund the cost of the items, but not the postage.

Any refund will be credited to the card used for the initial payment. Please allow 14 days for the refund to be processed – thank you.

Exchanges

If you wish to exchange goods (for instance to exchange size 14 shoes with size 15 shoes) please e-mail us with the details, so we can reserve the replacement items for you.

Please note that for hygiene reasons, we are not able to exchange underwear or swimwear.

Please return goods to:

Big Tall Order (RETURNS)
Unit C7

Ashville Park
Short Way
Thornbury
BS35 3UU

Cancellation

You may cancel your order at any time by:

• Email to customerservice@bigtallorder.co.uk
• Phone to 0845 4900 777 (+44 0845 4900 777)
• In writing (please use the address above)

Please allow 14 days for the refund to be processed.

If goods have already been dispatched to you, please return them unopened within ten days to be eligible for a refund – thank you.

We’re happy to discuss any questions about refunds, returns and exchanges, but before you call, please check our FAQs, as they answer the most questions we receive – thank you.