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Help and FAQs

Help and FAQs

Most Frequently Asked Questions

Are you getting any more in?
Unfortunately, when a particular size or colour is sold out it is then removed from the site. Therefore, it is very difficult to advise if a particular item is available again. However, we do occasionally try to repeat on top sellers. We would recommend that you keep checking the site to see if your desired item becomes available again and occasionally customers will return items to us that do not fit.

Where do you deliver to?
UK (mainland), N.Ireland, IOW, IOM, Shetland Islands, Channel Islands, European destinations and USA

Can I change my order?
Once your order has been confirmed, it's very difficult for this to be actioned as the order is in line to be sent out. However, we do have a 14 day Cooling-off period you can refer to.

Can I cancel my order?
An order can only be cancelled if the goods have not been sent out. However, if an order is sent then you will be asked to return the parcel at your cost.

Where is my order?
Standard Delivery Orders:
We aim to deliver standard delivery orders within 3-5 workings days.
Unfortunately, we can not guarantee a particular day for standard delivery orders. Therefore, we recommend you to use our Next Day service.
Once you have received email confirmation that your order has been dispatched please remember to allow 3-5 working days.

For destinations outside the UK you will need to allow extra days for arrival of your parcel. Please check our 'Delivery Info' page for more details.

Next Day Orders:
If you expecting your delivery today (providing your order was placed before 2.00pm on the previous working day - Monday - Thursday, except bank holidays) please allow the delivery to take up to 5.30pm. A courier, will require a signature therefore, your order will not arrive with the normal post.
If a delivery has been attempted and you have been left a card from the courier, please contact the courier directly to arrange an alternative delivery or to pick up the parcel from the depot.

If you have followed the above instructions and still have not received your order. Whether your order is for Standard or Next Day service. Please contact us with your query and order ID.

I received the wrong item?
If you have received is not what you originally ordered. Please contact us quoting your order number, your name and address, details of the product and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Part of my order is missing?
Mistakes do happen, if you have received your order and an item is missing please contact us quoting your order ID and the missing item. We will then look into matter further.

The item received is faulty?
If the item you received is faulty, please contact us quoting your order ID, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

How do I return an item?
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. Please state whether you require a refund or exchange.

Can you confirm you received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Where is my refund?
Before contacting us, please take note of the timescales required to process a refund. Please allow at least 3 working for your return to reach us. Once we have process your refund, please allow a further 5-10 working days for the refund to be credited back to your account. Please Note: The time frame is down to your bank or card issuer and is outside of our control.

What is your return policy?
If you are not satisfied with any our products you have purchased then simply return them within 14 days for a full refund for the product price or exchange. (Refunds do not include postage costs). Simply follow the instructions on the reverse page of your delivery note and send the item/s back in their original condition and packaging (including all the attached tags) to the stated address.

We would advise you to always obtain proof of posting (recorded delivery) when returning goods and recommend you return your items by Royal Mail. Any due amount will be credited to your account. Please allow up to 10 days for the refund to be processed. Please inform us immediately (within the first 3 days of arrival), if any goods have been damaged in transit. After this time, we cannot accept responsibility for any damage.

If for any reason you have lost your original delivery note for the returns procedure then include this form with any returns.

£99 Free Delivery / Returns - If items are returned for refund and the value drops below £99 then the standard delivery charge will apply.

Please Note:
DUE TO HYGIENE REASONS UNDERWEAR, SOCKS and SWIM SHORTS CANNOT BE RETURNED UNDER ANY CIRCUMSTANCES ONCE DESPATCHED.

Please return goods to:

Big Fish Clothing (Returns)
(Caprice)
Guardian Centre
Drummond Street
Rotherham
S65 1DD
UK

Any other way of ordering?
If you prefer to order via the postal service you can print off this form and fill in the details and the items which you would like to order.

Do refunds include returned postage costs?
No, any refunds made will not include postage costs.

Do the prices include VAT?
Yes, all of our prices are shown inclusive of VAT

Do you deliver to an alternative address?
Yes, on point of checkout you will have the option to enter an alternative address for delivery.