This page explains our delivery, returns and refunds policy for orders placed with Big Wight T-Shirt Co, Big Wight Embroidery & Print and BigWight.com
These are trading names of Britek.
Our address is:
Big Wight Embroidery & Print
Daish Way
Newport
Isle of Wight
PO30 5XB
United Kingdom
Email: sales@bigwight.com
Shipping
We currently deliver to addresses within the United Kingdom only.
Delivery charges and available delivery options will be shown at checkout before you place your order.
We aim to dispatch orders as quickly as possible, but delivery times may vary depending on the type of product ordered, stock availability, personalisation requirements and courier services.
Delivery times shown on our website are estimates only unless we have specifically agreed a guaranteed delivery date with you in writing.
We are not responsible for delays caused by circumstances outside our reasonable control, including courier delays, severe weather, supply chain disruption, incorrect delivery information supplied by the customer, or other events beyond our control.
Please make sure your delivery address is correct when placing your order. If an order is delayed, lost or returned to us because the delivery details supplied were incorrect or incomplete, additional delivery charges may apply.
Click & Collect
Where Collect from Store is available, you will be notified when your order is ready for collection.
Please do not visit to collect your order until you have received confirmation that it is ready.
Returns
We want you to be happy with your order. If there is a problem, please contact us as soon as possible at sales@bigwight.com.
The returns process depends on whether the item is personalised or non-personalised.
Non-personalised items
If you are a consumer and you buy a standard, non-personalised item online, you usually have the right to cancel your order within 14 days of receiving it.
After telling us you wish to cancel, you then have a further 14 days to return the item to us.
Returned items must be unused, in their original condition and suitably packaged.
You are responsible for the cost of returning non-personalised items unless the item is faulty, incorrect or not as described.
Once we have received the returned item, we will process any refund due within the legally required timescale.
We may reduce your refund if the item has been handled more than necessary to check its nature, characteristics and fit, or if it has been used, damaged or returned in an unsuitable condition.
Personalised, printed or embroidered items
Many of our products are personalised, custom printed, embroidered, engraved or otherwise made to your requirements.
This includes, but is not limited to, items decorated with:
- names
- initials
- numbers
- logos
- club, school or business branding
- screen printing
- transfer printing
- embroidery
- engraving
- other custom decoration
Because these items are made to your specification or clearly personalised, they cannot normally be cancelled, returned or refunded once production has begun, unless they are faulty, incorrect or not as described.
Please check all details carefully before placing your order, including spelling, sizes, colours, quantities, artwork and personalisation details.
We are not responsible for errors where incorrect information was supplied by the customer.
Faulty, damaged or incorrect items
Your statutory rights are not affected.
If an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible at sales@bigwight.com.
Please include:
- your order number
- your name
- a description of the issue
- photographs of the item and packaging where possible
We may ask you to return the item so that we can inspect it.
If we agree that the item is faulty, incorrect or not as described, we will offer an appropriate remedy. Depending on the circumstances, this may include:
- repair
- replacement
- refund
Where the issue is our fault, we will also refund reasonable return postage costs where applicable.
Items damaged in transit
If your order arrives damaged, please contact us as soon as possible.
Please keep the item, packaging and delivery paperwork until we have reviewed the issue, as these may be needed for a courier claim.
A photograph of the package may also be useful.
Return postage
You are responsible for return postage costs where you are returning a non-personalised item because you have changed your mind.
We will refund reasonable return postage costs where:
- the item is faulty
- the item is incorrect
- the item is not as described
- the issue was caused by an error on our part
We recommend using a tracked or recorded delivery service when returning items, as the goods remain your responsibility until they reach us.
Refunds
Refunds will normally be made using the original payment method.
If your order qualified for free delivery and you return items that reduce the order below the free delivery threshold, we may deduct the original standard delivery cost from your refund where permitted by law.
Refunds may take several working days to appear in your account depending on your payment provider.
Exchanges
We may be able to offer exchanges for non-personalised items, subject to stock availability.
Personalised items cannot normally be exchanged unless they are faulty, incorrect or not as described.
How to request a return
To request a return, please contact:
Email: sales@bigwight.com
Please include your order number and the reason for return.
Returns should be sent to:
Big Wight Embroidery & Print
Daish Way
Newport
Isle of Wight
PO30 5XB
United Kingdom
