Return & Refund

BIGFIREFASHION CUSTOMER SERVICE POLICY

We are always here to help! If you have any questions or concerns regarding your order, please contact our Customer Service team via email at . We are committed to responding promptly and resolving your issues.

EXCHANGE POLICY

Currently, we do not offer exchanges for items due to customer selection errors (e.g., wrong size, color, or design).

Given the custom-made nature of our products, we meticulously confirm all order details (sizes, designs, quantities) when orders are placed. We trust customers to make informed choices, and therefore, we cannot accept exchanges based on selection errors.

CANCELLATION POLICY

Time frame for order cancellation:

Our products are custom-made to your specifications. If you need to cancel or modify your order, please email us immediately after placing it.

  • We can only accommodate changes or cancellations before the order is sent to production.
  • Typically, this window is within 6 hours of placing the order.

Once production commences, cancellations are not feasible.

RETURN & REFUND POLICY

Time frame for return requests:

Our policy is valid for 30 days from the date your order is successfully delivered. After 30 days, the order is considered accepted, and we unfortunately cannot process refund requests.

Cases eligible for a full return and refund:

We will issue a 100% refund of your order value (including the original shipping fee) if your order falls into one of the following categories:

  • The product arrives damaged, broken, or clearly deformed during transit.
  • The design or model is not the same as the one you ordered.
  • The product size differs from the size you ordered.
  • The product material differs from the original description.
  • The product you received is not the one you ordered.

Conditions for returned products:

To be eligible for a return, items must meet the following conditions:

  • The item must not have been used, worn, or washed.
  • The item must not have been altered or repaired.
  • The item must have its original tags attached.
  • The item must be returned in its original packaging and original condition.

Note: We do not accept returns for minor issues (like loose threads that can be easily cut) or for faults that arise from customer use after acceptance.

Proof required to claim a refund:

To expedite the process, please provide the following:

  • Your order number or order confirmation email.
  • Clear photos or video showing the defect (e.g., the damaged area, the shipping label if incorrect, the wrong-sized item).

Steps to request a return and refund:

  1. Step 1: The customer sends the request (along with the necessary proof) to our support email at .
  2. Step 2: Our support team will review and respond to your email within 2-3 business days.
  3. Step 3: If the request is approved, we will provide the return address and instructions. Please pack the product carefully.
  4. Step 4: After shipping the return, please send us the tracking number for the return package via email.

Important:

  • Please do not automatically send the package back before receiving our confirmation and instructions. We are not responsible for lost or misplaced packages that were returned without prior notice.
  • If we do not receive the return package (due to loss in transit), a refund will not be issued. Therefore, providing the tracking number is crucial.

Return shipping costs:

  • Customers are responsible for paying the shipping costs when returning an item.
  • Note: We do not provide prepaid return shipping labels.
  • Exception: We will refund the return shipping cost if the return is due to an error on our part (damaged, incorrect, or defective item).

Refund processing:

After we receive your return package, we will need approximately 2 business days for inspection and processing.

We will send you a confirmation email once the inspection is complete. If approved, your refund (including the original shipping fee for the order) will be processed.

The refund will be credited to your original method of payment. Depending on your card issuer's policy, it may take 10 to 15 business days for the refund to appear in your account.

If you have waited longer than this period and have not received your refund, please recheck your bank account, then contact your credit card company. If you have completed these steps, please contact us at .

Thank you,
The bigfirefashion Customer Service Department

BIGFIREFASHION CUSTOMER SERVICE POLICY

We are always here to help! If you have any questions or concerns regarding your order, please contact our Customer Service team via email at . We are committed to responding promptly and resolving your issues.

EXCHANGE POLICY

Currently, we do not offer exchanges for items due to customer selection errors (e.g., wrong size, color, or design).

Given the custom-made nature of our products, we meticulously confirm all order details (sizes, designs, quantities) when orders are placed. We trust customers to make informed choices, and therefore, we cannot accept exchanges based on selection errors.

CANCELLATION POLICY

Time frame for order cancellation:

Our products are custom-made to your specifications. If you need to cancel or modify your order, please email us immediately after placing it.

  • We can only accommodate changes or cancellations before the order is sent to production.
  • Typically, this window is within 6 hours of placing the order.

Once production commences, cancellations are not feasible.

RETURN & REFUND POLICY

Time frame for return requests:

Our policy is valid for 30 days from the date your order is successfully delivered. After 30 days, the order is considered accepted, and we unfortunately cannot process refund requests.

Cases eligible for a full return and refund:

We will issue a 100% refund of your order value (including the original shipping fee) if your order falls into one of the following categories:

  • The product arrives damaged, broken, or clearly deformed during transit.
  • The design or model is not the same as the one you ordered.
  • The product size differs from the size you ordered.
  • The product material differs from the original description.
  • The product you received is not the one you ordered.

Conditions for returned products:

To be eligible for a return, items must meet the following conditions:

  • The item must not have been used, worn, or washed.
  • The item must not have been altered or repaired.
  • The item must have its original tags attached.
  • The item must be returned in its original packaging and original condition.

Note: We do not accept returns for minor issues (like loose threads that can be easily cut) or for faults that arise from customer use after acceptance.

Proof required to claim a refund:

To expedite the process, please provide the following:

  • Your order number or order confirmation email.
  • Clear photos or video showing the defect (e.g., the damaged area, the shipping label if incorrect, the wrong-sized item).

Steps to request a return and refund:

  1. Step 1: The customer sends the request (along with the necessary proof) to our support email at .
  2. Step 2: Our support team will review and respond to your email within 2-3 business days.
  3. Step 3: If the request is approved, we will provide the return address and instructions. Please pack the product carefully.
  4. Step 4: After shipping the return, please send us the tracking number for the return package via email.

Important:

  • Please do not automatically send the package back before receiving our confirmation and instructions. We are not responsible for lost or misplaced packages that were returned without prior notice.
  • If we do not receive the return package (due to loss in transit), a refund will not be issued. Therefore, providing the tracking number is crucial.

Return shipping costs:

  • Customers are responsible for paying the shipping costs when returning an item.
  • Note: We do not provide prepaid return shipping labels.
  • Exception: We will refund the return shipping cost if the return is due to an error on our part (damaged, incorrect, or defective item).

Refund processing:

After we receive your return package, we will need approximately 2 business days for inspection and processing.

We will send you a confirmation email once the inspection is complete. If approved, your refund (including the original shipping fee for the order) will be processed.

The refund will be credited to your original method of payment. Depending on your card issuer's policy, it may take 10 to 15 business days for the refund to appear in your account.

If you have waited longer than this period and have not received your refund, please recheck your bank account, then contact your credit card company. If you have completed these steps, please contact us at .

Thank you,
The bigfirefashion Customer Service Department