Returns & Exchanges Policy
At Big Crush, your satisfaction is our priority. We understand that sometimes an item may not meet your expectations or your child’s needs. That’s why we offer a simple and transparent returns process.
Return Timeframe & Conditions
You have 15 days from the date of delivery to return one or more items from your order.
For a return to be eligible, the product must:
✔ Be unused, with its original tags and in its original packaging.
✔ Not have been worn, washed, damaged, or stained, and must be free of any odors.
✔ Be accompanied by the delivery note included with your order.
These conditions help us maintain hygiene and quality standards for all our customers.
How to Process a Return
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Go to your account page - here
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Enter your email and the 6-digit code we send you — no password needed!
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Find your order and click “Request return”, select the items and provide a reason.
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If the return is approved, you’ll get an email with return instructions
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Prepare your package by including the item(s) and order confirmation (received with your delivery)
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Ship it back to the address indicated below or in the mail.
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Please note that return shipping costs are your responsibility.
Refunds
Once we receive and approve your return (within 72 business hours), we will process a full refund for the product (excluding original shipping fees) to your original payment method.
Example: If you paid by credit card, the refund will appear in your account within 3–5 business days.
Exchanges
If you wish to exchange an item, return shipping costs remain your responsibility. As compensation, we offer free shipping on your next order, subject to the following conditions:
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The order must be placed within 15 days of your return being approved.
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Valid for deliveries in France and the European Union (excluding express or special shipping options).
This offer may be modified or discontinued without prior notice.
Frequently Asked Questions
- My child tried on the item. Can I still return it ?
→ Yes, as long as the product is unworn, with tags attached, and in perfect condition (no stains, odors, or damage).
- Who covers return shipping costs ?
→ Return shipping costs are your responsibility. However, if you opt for an exchange, we will waive shipping fees on your next order.
- How long does a refund take?
→ Your return will be processed within 72 business hours of receipt. The refund will then take 3–5 business days to reflect in your account.
- My return package is lost. What should I do?
→ Contact us immediately at contact@big-crush.com with your tracking number. We’ll work to resolve the issue.
Need Help ?
Our customer service team is here to help:
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By email: contact@big-crush.com (response within 48 hours maximum).