Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To initiate a return, you must first contact us at contact@big-melt.com with the reason for your return. If your return involves a damaged, defective, or incorrect item, please include:

  • A clear description of the issue

  • Your order number

  • Photos or videos showing the damage or defect

We require this information before approving any return or issuing a shipping label.

Once your request is reviewed and approved, we will provide you with a return shipping label and instructions on how and where to send your package.

Items sent back to us without prior approval and without a return authorization will not be accepted.

Approved returns must be sent to:
17 Sunset Lane
Mundelein, IL 60060

You can always contact us at contact@big-melt.com with any return-related questions.

Damages and Issues

Please inspect your order upon delivery. If your item is damaged, defective, or you received the wrong item, you must contact us immediately (within 7 days of delivery) with photo evidence so we can evaluate the issue and resolve it promptly.

We will not issue return labels for damaged or defective items unless we have received and reviewed the required documentation.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom or personalized products

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.

If you have questions about your specific item, please contact us before purchasing.

Exchanges

The fastest way to ensure you receive the correct item is to return the original item (once approved) and place a new order.

European Union 14-Day Cooling Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.

The item must be returned in the same condition it was received — unworn or unused, with tags, and in original packaging — along with proof of purchase. You must still contact us first to receive return authorization before sending the item back.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at contact@big-melt.com