Refund policy
Return & Refund Policy
Made-to-Order Products
All products from The Big NYC are produced on demand.
Please review product descriptions, sizing charts, colors, and selections carefully before purchasing.
We generally do not accept returns or exchanges for incorrect size selection, color preference, or change of mind, except as described below or required by applicable law.
United States Returns
We do not offer voluntary returns or exchanges for change of mind, incorrect size selection, or personal preference, except where required by law.
European Union & United Kingdom Returns
Customers in the European Union and United Kingdom generally have the right to withdraw from eligible online purchases within 14 days of receiving their order, without providing a reason.
To exercise this right, customers must notify The Big NYC within the applicable withdrawal period by emailing thebignewyorkcity@gmail.com or using any legally required withdrawal function provided on our website.
After notifying us, customers generally have another 14 days to send eligible items back.
For ordinary change-of-mind returns, customers are responsible for direct return shipping costs, where permitted by law and disclosed before purchase. Returns must be sent using a postal service capable of delivering to a U.S. P.O. Box.
Please contact us for return instructions before shipping.
We will refund eligible payments, including the original standard delivery charge where required by law. Refunds will be issued without undue delay and within the applicable legal timeframe. Where permitted, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back.
Products genuinely personalized or manufactured to individual customer specifications may be exempt from withdrawal rights where applicable law permits.
Other International Returns
We do not offer voluntary change-of-mind returns or exchanges for other international orders, except where required by applicable law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 7 days of delivery.
Include your order number, a description of the issue, and photographs when available.
We will review the issue and provide an appropriate replacement, refund, or other remedy in accordance with applicable law.
The recommended 7-day reporting period does not limit statutory consumer rights.
Returnless Refunds
In certain circumstances, The Big NYC may authorize a refund without requiring the customer to return the product.
Returnless refunds are offered at our discretion, except where applicable law requires a particular remedy.
Order Cancellations and Shipping Delays
If we cannot ship an order within the promised timeframe, we will notify the customer and provide the applicable options to accept a revised shipping date or cancel for a refund, as required by law.
If an order cannot be fulfilled, we will issue the applicable refund, including shipping charges where required.
Refund Processing
Refunds are generally issued to the original payment method. Processing times may vary depending on the payment provider.
Shipping charges are generally non-refundable for fulfilled orders, except where a refund is required by law.
Contact Us
For return or refund questions, contact:
Nothing in this policy limits customers’ rights or remedies under applicable consumer protection laws.