Delivery & Returns
The stock levels are shown on the website together with the number of days the item will take if not currently in stock. Orders received before 3pm Mon to Friday will normally be posted the same day for items shown as in stock on the website. If there are delays to your items we will contact you. Our standard delivery service is a 2nd class Royal Mail service, please allow up to 5 days for delivery although it is usually much faster.
If items are delayed in the post to an unacceptable level to you, items must be returned to Big Matt's Menswear for a full refund. If items are lost in the post, the standard Royal Mail or courier compensation procedure will be under taken by the Big Matt's Menswear on your behalf. No refund can be made until this procedure is completed.
Your rights to return goods are protected under the EU Distance Selling Directive, which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Big Matt's is committed to providing excellent customer service. All items sold by Big Matt's come with a 100% Guarantee. We will refund or replace if there is any fault and, in most cases, if the customer finds the garment unsuitable. We must receive returned goods in a sellable condition within 30 days from the date of despatch. This includes a 14-day "cooling off" period from receipt of the goods.
Please re-order replacements on the returns form which will have been sent with your original order. Please do not send any payments with returned goods, any adjustment payments due or refunds applicable will be taken/paid following a phone conversation with us via your credit/debit card with your permission. Please ensure we have your phone number for this purpose.
Items returned to Big Matt's for refund where goods are faulty will be fully refunded or replaced.
Items returned to Big Matt's because the customer ordered the wrong size or for any reason other than those quoted above, will be refunded but the cost of return postage will be borne by the customer. Please ensure you obtain a proof of posting receipt from the Post Office or your courier, in the event of items going missing in the post we cannot refund without proof of posting documentation and until the compensation procedure of the carrier has been exhausted.
All goods must be returned in sellable condition in their complete original packaging with all original labels and tags attached. We would ask that the customer takes 'every reasonable care' of the goods and packaging prior to any return. Please ensure goods do not come in to contact with animal hair, we reserve the right to charge 20% of the price of the product for time and recourses required in the cleaning process. We hope you can appreciate that we would not send goods out to our customers in a less than perfect condition, as you would not wish to receive them in anything less than. For hygiene reasons, underwear, socks, singlets, boxer shorts, briefs, trunks, shorts, thermal underwear and swimwear cannot be returned.
If items are delayed in the post to an unacceptable level to you, items must be returned to Big Matt's Menswear for a full refund.
Display packed products (including dress shirts) cannot be refunded if labels, tags, strengtheners, bags or packaging are missing or if the product is badly creased or poorly repackaged. We will not accept goods which have been screwed-up and stuffed into a bag. For hygiene reasons, underwear, socks, singlets, boxer shorts, briefs, trunks, shorts and swimwear cannot be returned.
Suits cannot be returned if sewn pockets have been opened or sewn-on labels have been removed.
Extra care must be taken with Leather and Designer goods, which should be packaged well to avoid damage in transit. Damaged goods will not be accepted for return.
We reserve the right to charge a restocking fee of £5 per item where customers order the same item in multiple sizes with the intention of returning those that do not fit: please contact us prior to ordering for advice about sizes.
Gift certificates cannot be returned.
If you believe that an item is faulty, please contact us before returning the item as it may not always be possible to exchange or refund in the case of a faulty item i.e. if an item develops a fault after you have had it for more than 28 days, then it is unlikely that is can be returned.
Where returned products cannot be accepted by us, they will be returned to the customer upon receipt by us of the cost of return postage. Where customers do not wish items to be returned to them, they will be donated to charity or destroyed within 14 days as appropriate.
Refunds to credit cards will normally be applied within 10 working days of our receipt of returned goods. Customers will be notified of the refund via e-Mail.
If your return meets the criteria stated above please return goods to:
Big Matt's Menswear
We would always advise contacting Big Matt's prior to returning goods.
You can either email firstname.lastname@example.org or Tel: 01258 840 841
All items and delivery charges must be paid for before delivery.
Out of stock items:
Any normally stocked items shown out of stock on our web site may be able to be ordered if our manufacturers have any available stock. Clothing is commissioned seasonally and very often when an allocation is used up it is not possible to obtain more. In line with our policy of customer satisfaction we will always make enquiries with manufacturers in order to try to obtain specific items if requested. In these circumstances we will communicate by phone or email and should we manage to secure the goods we will inform you and following payment we will dispatch the goods to you. Please allow extra delivery times for these special orders.
Not normally stocked items:
If you require a specific item that is not shown on our website at all we will always be happy to try and trace that item for you through our extensive range of suppliers.
Please see our sizing chart and measuring information together with the information on the About us page.