Shipping and Returns
Your Big Crocodile goodies will be sent by Royal Mail Standard Delivery so should wing their way to you within 3-5 *Working days.
*Working days don’t include Sundays or Bank Holidays so it’s probably best not to bother camping out by the letterbox then, because your postie will probably be at the pub… or in church.
Delivery cost will depend on how much lovely Big Crocodile stuff you have snapped up and will be detailed when you checkout your order. For orders over £40, delivery will be FREE (yippee) so it might well be worth popping that extra Big Croc key ring into your basket.
If you’re ordering from somewhere exotic, overseas shipping will cost £5 for a single item and £10 for multiple items, any orders over £100 will receive FREE postage (woop, woop). Please allow anywhere between 5-14 days for delivery (particularly if you live on a tiny island just off the coast of Borneo). If you have not received your order within this time, don’t worry as delays do occasionally occur - just drop us a line and we’ll chase it up for you.
We use a courier for overseas deliveries which means you (or a reliable neighbour) will need to be available at the address you provide to receive the parcel. If you miss the delivery and then don’t follow the courier’s pick up instructions and your parcel ends up being delivered back to us, you will need to pay an additional postage charge to get it shipped to you again. This doesn’t happen very often but we need to say it, just so you don’t end up paying more than you need to (we’re nice like that).
As our stock levels vary, if what you’re after has to be ordered in specially, we’ll do our very best to get your parcel to you within 4 weeks (unless there’s a note on the product listing that says different). We’ll let you know when your parcel is ready to ship and it will then take 3-5 Working* days to reach you by standard delivery. The cost of delivery depends on the weight of your parcel and will be detailed on the website once you’ve placed your order. And did we mention that orders over £40 are delivered for FREE?! (yee-hah).
We really hope that you will LOVE your Big Crocodile products but we understand that there may be occasions when you want to cancel your order after we have sent out out your parcel (like when you’ve bought two hoodies and a sweatshirt for your new boyfriend’s birthday… and just realised you’ve gone off him).
If you want to return anything, just contact us within 14 days of having received your goods by emailing email@example.com to let us know. Please print out your original emailed receipt from us and send that, with your item/s, securely wrapped up their original packaging to:
Returns, Big Crocodile, Anmore Road, Waterlooville, Hampshire, PO7 6NT, United Kingdom
Until your items reach us, they are your responsibility so will need to be protected from damage en-route (from rain, heavy handed deliverymen and wild animals). Postal costs for returns will not be covered by us (unless the item is faulty or not what you ordered - see ‘Damaged or Incorrect Goods’ below.)
Please make sure you send your returned item with enough postal carriage to cover it (that 2nd class Christmas stamp from 1990 which you found at the bottom of your wallet probably won’t be enough). You may want to opt for ‘tracked’ or ‘signed for’ post, with proof of posting as getting your parcel to us safely is your responsibility.
It’s worth saying that if you order something from us and then aren’t sure about it once it arrives, please keep it in the original packaging until you’ve made your decision, as all returns should be in ‘as new’ condition, both unwashed and unworn (so please don’t be tempted to go out clubbing in your gold logo longline shorts and then ask for a refund).
We can only accept returns that you’ve bought via bigcrocodile.co.uk. If you have purchased your Big Crocodile products from a third party or shop, you’ll need to arrange a return or exchange with them.
Unfortunately we cannot offer refunds or exchanges if 30 days has passed since you initially placed your order (so please don’t leave it too long to decide).
If you would like to swap your purchase for another size or colour, please contact us to discuss it first so we can make sure we have what you want available. If you would like a completely different product (ie. not just a size or colour exchange) please follow our ‘Returns’ process for a refund - and then place a new order.
Refunds on Sale items
We can only accept returns on regular priced items, not Sale items. Sale items may be exchanged for another size or colour though (if we have it in stock) with any difference in price being paid for in full before dispatch. If you need to swap a Sale item, just drop us a line at firstname.lastname@example.org and tell us about it.
Damaged or Incorrect Goods
At Big Crocodile, we’re very proud of the quality of our products, but in the rare instances that manufacturing faults do crop up, we’re keen to resolve things as quickly and smoothly as possible for you (and to apologise profusely). If you need to return an item to us that is damaged, has been sent to you by mistake, or has anything else wrong with it that is our fault, please get in touch via email@example.com within 14 days of having received them, so we can make arrangements to either refund you the purchase price or replace the damaged/wrong items with some perfect ones.
If you have any further questions about our customer service, or your delivery, please get in touch. Thanks very much.