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.
To start a return, you can contact us at info@thebigsmokelondon.com If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Addresses
We offer worldwide shipping, and goods are shipped from our various fulfilment centres across the globe.
The returns address for goods that were dispatched from the UK is: The Big Smoke London INC, Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ
The returns address for goods that were dispatched from the US and Mexico is: The Big Smoke London INC, 11201 Ed Brown Rd, Charlotte, North Carolina, 28273
The returns address for goods that were dispatched from Canada is: The Big Smoke London INC, Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada
The returns address for goods that were dispatched from Latvia is: The Big Smoke London INC, Plienciema 5, Marupe, Marupes Novads, LV-2167, Latvia.
The returns address for goods that were dispatched from Spain is: The Big Smoke London INC, Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain
The returned address for goods that were dispatched from Australia is: The Big Smoke London INC, 338 Albert St, Brunswick VIC 3056, Australia
All orders come with the return address enclosed. If you have any queries please email: info@thebigsmokelondon.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.