Refund policy
We have a 14-day return policy on selected items purchased online, which means you have 14 days after receiving your item to request a return. Please also include the dispatch note (Packing Slip) sent with your order and fill in the details overleaf.
Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- Be in the same condition as you received it.
- Be unworn or unused, with tags
- Be in its original packaging.
Include the receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at support@biggirlshoes.co.uk. Please note that returns will need to be sent to the following address:
Matterhorn Moda Sp. z o.o., 51 Katowicka Street, 41-400 Mysłowice, Poland.
Once your return is approved, we will provide:
- A return shipping label
- Instructions on how and where to send your package.
Note: Items sent back to us without prior approval will not be accepted. You can contact us for any return-related questions at support@biggirlshoes.co.uk.
Damaged Package and Goods
If you receive a damaged package, Biggirlshoes must be notified within one business day so that we can file a claim with the courier company. We kindly ask that you inspect your order upon receipt and reach out to us immediately if you notice:
Expressive signs of damage to the package: The customer should refuse to accept the package.
Item damaged due to transportation: The customer must report such information to us within 1 business day.
Please note that informing us after this date will not allow us to accept a claim for transportation.
- the item is defective or damaged
- If you received the wrong item
We will evaluate the issue promptly and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, including:
- Perishable goods (e.g., food, flowers, or plants)
- Custom products (e.g., special orders or personalized items)
- Personal care goods (e.g., beauty products).
- Hazardous materials, flammable liquids, or gases.
Additional Notes:
- Sale items and gift card are non-refundable.
- Delivery charges may apply for orders under a certain value depending on your country.
- Please ensure that the parcel is returned using a tracked service and retain your tracking information.
Returns Address:
Matterhorn Moda Sp. z o.o.,
51 Katowicka Street,
41-400 Mysłowice, Poland.
If you have questions or concerns about a specific item, please contact us.
Exchanges
The quickest way to receive your desired item is to return the original item and place a separate order for the new one once the return is accepted.
European Union 14 day cooling off period
If your order is shipped to the European Union, you are entitled to cancel or return your order within 14 days, for any reason, without justification. The item must:
- Be in the same condition as received.
- Be unworn or unused, with tags attached
- Be in its original packaging.
- You’ll also need to provide the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, refunds will be issued as an online store credit within 10 business days. This credit can be used for future purchases on our website. If more than 15 business days have passed since we’ve approved your return, and you have not received your store credit, please contact us at support@biggirlshoes.co.uk.
Return rules summary
- Returns accepted for 14 days
- Customer provides return shipping
- No restocking fee
- No return of final sale items