Return & Exchange Policy – Big Merch Shop

At bigmerchshop.com, we want you to love what you receive. Our team works hard to ensure your order is packed with care and arrives just as expected. While issues are rare, we’re always here to help if something doesn’t seem right.

We understand how important your experience is — that’s why we offer a straightforward return and replacement process designed to resolve things quickly and fairly, directly with you.

When Your Order Arrives

Once your package is delivered, we kindly ask that you:

Inspect the items right away
Confirm your order is complete and undamaged
Contact us at [email protected] within 24 hours if anything is missing, damaged, or not as described

We’re committed to resolving any issue as smoothly as possible — no complicated steps or delays.

A note on visuals: Because some designs are made-to-order, small differences between website images and the final product can occur due to lighting or print placement. We recommend reviewing product details and sizing charts before ordering to ensure the best fit.

Replacements for Damaged or Incorrect Items

If you’ve received something that isn’t right — we’ll fix it.

Just email us at [email protected] within 24 hours of delivery with:

Your order number
A short description of the issue
Clear photos of the product and packaging

If approved, we’ll arrange a replacement (a $29.99 USD shipping fee applies). We’ll make sure the corrected item gets to you as soon as possible.

Missing Items

If something from your order didn’t arrive, let us know within 24 hours and we’ll investigate promptly. Once confirmed, we’ll ensure a fair resolution.

Refunds (When Applicable)

Refunds are only offered under the following situations:

You canceled your order within 24 hours
Your item was not delivered due to carrier failure (confirmed via tracking)
You received a product that was damaged or significantly incorrect

If a refund is granted, a 9.99% USD restocking fee will be deducted to cover processing and fulfillment expenses.

Exchanges

While we don’t offer size or style exchanges, we do replace items that are damaged or incorrect. Please refer to the steps above to initiate a replacement.

Items That Can’t Be Returned

To keep things fair and efficient for all customers, we cannot offer returns or refunds on:

Items that arrived in good condition
Incorrect sizing due to customer selection
Unwanted items or changes of mind
Packages marked as “delivered” by the carrier
Any claims made outside of the required timeframes

We strongly encourage you to review sizing charts and product descriptions before placing your order.

How to Start a Return or Replacement

Contact us at [email protected] within 24 hours of delivery
Include your order number, issue summary, and photos (if applicable)
If approved, you’ll receive return instructions
Return shipping costs are the customer’s responsibility unless the issue is verified as our error
Items must be unworn, unwashed, and in original packaging with all tags attached
Approved refunds are processed within 5–10 business days after we receive and inspect your return

A Friendly Reminder

We always recommend reaching out to us directly if there’s a concern with your order. Our support team is experienced and committed to helping you — often resolving things faster and more personally than external channels.