This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@bigcitygirls.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
FAQ
- Where is my order confirmation?
- How do I cancel my order?
- Can I alter my order?
- How much is shipping?
- Can I return or exchange an item?
- My order has arrived but it’s not as I expected. What can I do?
Ordering and delivery
- Where is my order confirmation?
- How do I cancel my order?
- Can I alter my order?
- How much is shipping?
Where is my order confirmation?
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@bigcitygirls.co.uk we may be able to cancel your order before it’s processed. Your cancellation needs to be within 48hrs of placing an order and it needs to be confirmed by one of our staff members. Due to our products being made to order, we have a no refund and no return policy if you try to cancel after the 48hr period.
Can I alter my order?
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
How much is shipping?
Shipping costs depend on the item you’ve ordered and the country where it’s being delivered.
UK Shipping
Standard - 7-12 business days - £2.50
Express - 7-10 business days - £5.00
Free shipping on orders over £45
European Union
Standard - 7-14 business days - £14.99
Express - 7-10 business days - £19.99
International
Standard - 7-14 business days - £24.99
PLEASE NOTE THAT DUE TO US BEING A UK BASED BUSINESS, ANY ORDERS MADE OUTSIDE OF THE UK MAY HAVE TO PAY IMPORT FEES TO RECIEVE THE PARCEL. IT IS RECOMMENDED THAT YOU CHECK BEFORE ORDERING WHAT THESE FEES MIGHT BE TO PREVENT ANY UNWANTED COSTS.
Returns
- Can I return or exchange an item?
- My order has arrived but it’s not as I expected. What can I do?
Can I return or exchange an item?
Due to our products being made to order, we are unable to offer returns, refunds or exchanges for the following reasons:
If the item was ordered in the wrong size, colour or design.
Or if you decide that you no longer want the item.
As a solution you could consider re selling the item, donating it or gifting it to make someones day!
If the item is delivered and it is faulty, damaged or ripped we are more than happy to arrange a free replacement.
You will need to send us a picture of the faulty item, showing that it is unworn and with its labels and packaging in tact.
As well as this please send us your full name and order number.
You must email us within 14 days of recieving the item to be eligible for a free replacement.
Please note that we cannot replace items that have been damaged or torn after they have been worn.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@bigcitygirls.co.uk with the details. We’ll respond within 48 hours to help with a free replacement.
Please email us within 14 days of receiving the item to tell us of any problems.