If your order was placed on 05/02/2024 or after:

All items bought in the sale are non-refundable, if you are wanting to change your order at all, please contact us as soon as possible and we can try and sort this for you!

We cannot offer a refund or exchange on these orders, as we are closing down.

If your order was placed prior to 05/02/2024:

exchanges

You can exchange your order as long as the item/s are unworn and have the original tags on, but please do keep the animal information card/s!

Don't worry about sending it back in the original packaging, just make sure the parcel is packed securely when you post it back to us. Please fill out the bottom section of the order confirmation that you received with your order and send this back to us along with your product/s. If you did not receive an order confirmation, please make sure that the order number, name and address, are written either on a slip of paper.

If the delivery address is going to be different from the original order for the exchange, please make sure you note this down on the order confirmation or the slip of paper.

Please note that you have 30 days to return from the date the order was placed. After 30 days we cannot accept the return so please make sure you take this into account when posting your item’s.

Please return your product’s to:
Exchanges - Big Wild Thought
Unit 33, Kingfisher Way
Dinnington
Sheffield
S25 3AF, UK

Please note that we will always try to fulfil your chosen exchange request. However, as every item is made to order, there is a very slight chance that your chosen item may go out of stock by the time we receive your parcel back. We therefore ask on the order confirmation that you note down a 2nd choice in case your first choice is unavailable.

To guarantee your chosen item, you can however make a new order and once we receive your returned parcel back, we can issue you a refund. Please note that the charity donation is non-refundable. Let us know if this might be your preferred method.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your return to reach us, may vary. We recommend using a trackable shipping service or purchasing shipping insurance, as we don’t guarantee that we will receive your returned item’s.

As soon as we receive your product’s back we will email you to confirm both the item you are wanting to exchange for, and the shipping address we will be sending the exchange to. Please allow up to 10 working days for us to process your return.

Please note, once the item has been exchanged once, it cannot be exchanged again and becomes non-refundable.

returns

You can return your order as long as the item/s are unworn and have the original tags on, but please do keep the animal information card/s!

Don't worry about sending it back in the original packaging, just make sure the parcel is packed securely when you post it back to us. Please fill out the bottom section of the order confirmation that you received with your order and send this back to us along with your product/s. If you did not receive an order confirmation, please make sure that the order number, name and address, are written either on a slip of paper.

Please note that you have 30 days to return from the date the order was placed. After 30 days we cannot accept the return so please make sure you take this into account when posting your item’s.

Please return your product’s to:
Returns - Big Wild Thought
Unit 33, Kingfisher Way
Dinnington
Sheffield
S25 3AF, UK

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your return to reach us, may vary. We recommend using a trackable shipping service or purchasing shipping insurance, as we don’t guarantee that we will receive your returned item/s.

As soon as we receive your product’s back we will refund you and you should receive an email confirming this. Please allow up to 10 working days for us to process your refund. Please note that the charity donation is non-refundable.

faulty/damaged items

We want you to be happy with your purchase, and we aim for all orders to arrive in the same condition that we dispatch them, if anything arrives damaged, faulty or there is any other problem with your order then please contact us within one week of receiving your faulty/damaged product and we'll do our best to resolve this for you!

If any product develops a fault after 6 months, it is up to the customer to prove this was faulty at the point of delivery.