Help and FAQs
- Are you getting any more in?
Unfortunately, when a particular size or colour is sold out, it is then removed from the site. ...Read More
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. Or alternatively, you can email us so that we can recommend similar alternatives.
- Where do you deliver to?
UK mainland and UK Isles (Northern and Southern Ireland, Channel Islands, IOW, IOM, Guernsey & The...Read More
UK mainland and UK Isles (Northern and Southern Ireland, Channel Islands, IOW, IOM, Guernsey & The Scottish Isles), European Destinations, USA and Australia.
Other regions - Please call us on 0845 680 1008 or email us at info@bigfishclothing.co.uk
- Can I change my order?
Once your order has been confirmed, it's very difficult for this to happen as the order is in line to be sent...Read More
Once your order has been confirmed, it's very difficult for this to happen as the order is in line to be sent out. However, we do have a 14 day Cooling-off period you can refer to.
The cooling off period allows you 14 days to see if the goods meet your satisfaction and you can therefore notify us within 14 days of their return if you are not fully satisfied with them.
- Can I cancel my order?
Your right to cancel your order can be exercised in writing via email ( info@bigfishclothing.co.uk...Read More
Your right to cancel your order can be exercised in writing via email (info@bigfishclothing.co.uk) or by telephone (0845 680 1008) within 24 hours of the order being placed.
- Where is my order?
Standard Delivery Orders : We aim to deliver standard delivery orders within 3-5 workings days. ...Read More
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 are 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 you still have not received your order, please contact us immediately within 24hrs of the email dispatch 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...Read More
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 within 24 hours...Read More
Mistakes do happen, if you have received your order and an item is missing please contact us within 24 hours quoting your order ID and the missing item. We will then look into the matter further.
Damaged Parcel
Accept delivery even if the parcel arrives damaged. However, write legibly that the parcel was damaged. You may write "damaged parcel" for example. - The item received is faulty?
If the item you received is faulty, please contact us within 7 working days of recieving your...Read More
If the item you received is faulty, please contact us within 7 working days of recieving your order, 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 notify us of the items you wish to return...Read More
If you are not completely satisfied with your purchase, simply notify us of the items you wish to return within 14 days of receipt. Please state whether you require a refund or exchange.
- Can you confirm you received my return?
Once your returns are received, we will advise you within 5 days that we have received your...Read More
Once your returns are received, we will advise you within 5 days that we have received your parcel and please allow 21 days for exchange or refund to be dealt with. We do recommend that you send your returns 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...Read More
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 14-21 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 of our products you have purchased then simply notify us of their...Read More
If you are not satisfied with any of our products you have purchased then simply notify us of their return within 14 days, following the instructions on the reverse of the receipt to the stated address.
Simply follow the instructions on the reverse of the receipt 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 order value drops below £99 then the standard delivery charge of £4.95 will apply .
Please return goods to:
Big Fish Clothing
(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.
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 the prices include VAT?
Yes, all of our prices are shown inclusive of 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.
Yes, on point of checkout you will have the option to enter an alternative address for delivery.
