Refund policy

Returns and Refunds Policy

We hope that you are delighted with your order from us. However, we understand that you may occasionally wish to return an item /order if you change your mind, if you find an item which is not as you expect, or if an item is faulty. We will be happy to issue a refund subject to the conditions listed below.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Please check your goods upon receipt. In the unlikely event that they aren't in excellent condition, your order is incomplete or is not what you ordered, you must notify us by phone or email within 7 days of receipt and we will replace faulty or missing items.

All items must be unused, unwashed and returned to us in a pristine, re-saleable condition, in the original packaging, within 28 days.

Changing your mind

Return postage costs are payable by the customer - please use a reliable courier with tracked delivery and ensure that the courier will provide insurance for the full value of the parcel.

Please use contact us on orders@bigbuzzorchestra.com with your order number  to let us know which item(s) you wish to return and the reason for return and send your parcel back to:

Once the item(s) have been received back into our warehouse and processed (which can take up to 3 days), our Team will process your refund to the original method of payment. You will receive an email to confirm your refund has been processed. Please note that it can take 2-5 working days for funds to appear back in your account, depending on your bank.

All items must be returned within 28 days from the day your parcel was delivered in order to be eligible for a refund. 

www.bigbuzzorchestra.com reserves the right to withhold a refund should the item(s) arrive back to us outside of this time frame or if they arrive in a non-resalable condition (this includes any damage that may have occurred in transit as you send it back to us).

Exchanging an Item

Should you wish to exchange an item on your order, for example for a different size, please return the item(s) following the returns guidelines above and place a new order for the new items.

Providing the items returned are received in a pristine, re-saleable condition within 28 days of the delivery date, a full refund for the value of the goods will be processed.

Please contact our Customer Service Team should you have any questions - orders@bigbuzzorchestra.com.  If you are returning a large or heavy parcel and find the postage charge is a little high, please get in touch with us first as we may know a cheaper alternative.

Returning a Faulty Item

We pride ourselves on our beautiful, high-quality products but occasionally accidents occur. If your product is delivered in a condition that does not meet your expectations, please email our Customer Service Team within 5 days of delivery with a picture of the item concerned along with your order number so that we can investigate and resolve the matter for you swiftly and efficiently. Should you experience an issue with your product outside of this time-frame then do please get in touch and we will take each situation case by case and work to find a suitable resolution.

Damaged Parcels

Please accept our apologies if you have received a damaged parcel. We pack our products as safely as possible but sometimes damages still occur during its delivery. In this instance, please email our Customer Service Team within 5 days of delivery with a picture of the item concerned and we can offer you a full refund or a replacement.

We’ll happily refund you to the same form of payment used to make the original purchase i.e. debit/credit card or paypal account or If you’d prefer replacements then just let us know.

Wrong Item(s)

In very rare cases customers can receive the wrong items and we’re very sorry if this has happened to you. We’ll happily refund or replace your item(s), and pick up the tab for the return courier or mail charges. 

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 gift cards.

Email: orders@bigbuzzorchestra.com  Tel: +359876135076 Customer service Opening hours: Monday - Friday 9am - 4pm. We will always endeavour to respond within 24 hours or as soon as possible after the weekend.