Returns & Exchanges

1. HOW OUR PRODUCTS ARE MADE

Big Starz apparel is printed, cut and sewn to order after you place your order. No apparel item exists before it is bought. This shapes the whole policy below, and we'd rather state it plainly than surprise you after a purchase.

2. APPAREL - MADE TO ORDER

Because each apparel item is produced specifically for your order, we cannot accept returns or exchanges for change of mind or for sizing. There is no stock for a returned item to go back into.

Please use our size guide before ordering. If you're unsure, email us before you buy and we'll advise on sizing.

3. WHAT WE ALWAYS PUT RIGHT

If any of the following applies, we replace the item or refund you in full, at your choice, with no return shipping cost to you:

The item arrives damaged or with a manufacturing defect.
The print is misaligned, cracked, faded or incorrect.
You received a different item or a different size from the one you ordered.
The order does not arrive and the carrier confirms it as lost.

Contact us within 30 days of delivery with your order number and a photograph of the issue. For a sizing error, please also photograph the size label on the garment.

4. JEWELRY, FOOTWEAR AND ACCESSORIES

These are not made to order and may be returned. Items must be unworn and in original packaging, and the request must be made within 30 days of delivery. Return shipping is the customer's responsibility unless the item was faulty or incorrect. For hygiene reasons, body jewelry cannot be returned once the packaging has been opened.

5. NON-RETURNABLE ITEMS

All made-to-order apparel, except in the circumstances in Section 3.
Personalised or custom items.
Opened body jewelry.
Gift cards.

6. CANCELLATIONS

Orders can be cancelled before production begins, usually within a few hours of ordering. Once production has started, the order cannot be cancelled.

7. REFUNDS

Approved refunds are issued to the original payment method. Your bank or card issuer typically posts the credit within 5-10 business days. Original shipping charges, customs duties and import taxes are not refundable.