For all enquiries relating to your Bigatmo order our Customer Services Team can be contacted in the following ways:
By telephone on +44 (0)1622 844030
By emailing [email protected]
Change or cancel an order
If you would like to add products to your order, please place a new, separate order for these items.
To change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services Team for advice.
If your order has already been dispatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. Details of this procedure are outlined below. For further information please refer to the section “Distance Selling”
There are some products that we are unable to cancel, refund or exchange, these products are outlined below.
We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:
- products which have been personalised for you
- made to order products
- RX prescription orders
Most of our orders are shipped using a trackable and/or signed for service, for example, Royal Mail Special Delivery.
We reserve the right to choose an alternative carrier to those stated at the checkout should we feel that they offer a better service for shipping of our products at that particular time.
Duty and Taxes
Please be advised that your parcel might be shipped tax-free. You may, therefore, become liable for import duty, taxes and charges within the destination country. Bigatmo are not responsible for any such charges that may be applied during transit through the customs system.
Tracking your order
Once your order has been processed and dispatched, you will receive a confirmation email. Depending on the delivery service used, your tracking number may also be included within this email.
Missing or damaged orders
If you have been notified that your order has been dispatched but it has not arrived within the expected time frame please contact our Customer Service Team who will advise accordingly.
We want you to be happy with your purchase. If you’re not, or you simply change your mind, you may return your sunglasses to Bigatmo for exchange or refund in accordance with our terms and conditions for returns and the Bigatmo Warranty.
It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. We would expect this to mean that you’ve kept all original packaging and labels and that the product is undamaged and unused.
When returning goods please use a trackable postal service, postal charges for items returned are at the expense of the returnee and Bigatmo do not accept any liability whatsoever for charges incurred when returning any item previously supplied by us, nor for any damage or loss in transit that may occur to an item which is being returned.
For customers requiring a return from outside the EU, it is essential that you contact us on +44 (0)1622 844030 or by email to [email protected]
We will advise of our returns procedure for your country and provide the relevant returns forms to you. It is important that these documents are completed in full to prevent any delays or charges through customs.
Distance Selling and Your Right to Cancel
Under the Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge but excludes the products listed as exceptions below.
Consumer Contracts Regulations 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
Your right to return products does not apply to goods made to your specification that have been clearly personalised.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
You can cancel by email: [email protected] or call +44 (0)1622 844030, or write to:Customer Services, Bigatmosphere Ltd
C/O: The Post Office Hothfield
Ashford TN26 1ES
If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation.
Once you have notified us that you wish to cancel the contract, any sum debited to us will be refunded to you as soon as possible and in any event within 30 days of your cancellation. We will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply.