Refund policy

At The Big Day, we are dedicated to providing you with the highest quality wedding stationery and products tailored to your unique celebration. We strive to ensure your complete satisfaction with every purchase. Please review our return policy below for a clear understanding of our guidelines:

 

1. Damaged or Defective Items 

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that our team can evaluate the issue and make it right. In the unlikely event that you receive a damaged or defective item, please contact our customer service within 7 days of receiving your order. We will promptly address the issue and provide a suitable solution, which may include a replacement or store credit.

2. 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, personalized items and digital stationery), 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 sale items or gift cards.

3. Cancellation Policy

For non-personalized and non-digital items, you may cancel your order within 3 days of purchase for a full refund. Cancellation requests submitted after this timeframe may not be eligible for a refund.

4. Refund Process

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the product is found NOT to be defective and is commercially
acceptable, you will not be entitled to any repair or replacement or refund, but will instead be liable for the costs incurred with redelivering the parcel to you. Please note that The Big Day will not be liable for the cost of shipping return parcels back to us; this is for your account.

Refunds, when applicable, will be processed using the original payment method. Please allow a processing time of 7 business days for the refund to reflect in your account. To start a return, please contact us at hello@thebigdayonline.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

6. Contact Us

If you have any questions or concerns about our return policy, please don't hesitate to reach out to our customer service team at hello@thebigdayonline.co.za. We are here to assist you and ensure your experience with The Big Day is nothing short of exceptional.

By making a purchase on our website, you acknowledge and agree to abide by this return policy.