Shipping

This Shipping Policy forms part of our Terms, and terms defined there have the same meaning here. It does not limit any right you have under mandatory law.

Delivery destinations

We currently deliver to the United States, Germany, Australia and New Zealand. Further destinations may be added; the destinations offered at checkout apply. Availability may also depend on the product and on carrier restrictions. Orders cannot be accepted for delivery to a destination not offered at checkout.

Production and delivery times

Every item is made to order and personalized after your order is placed. Production time and transit time are separate.

The estimated production and delivery times for your product and destination are shown before you pay. Estimates are given in good faith and are not guaranteed delivery dates unless we expressly agree a delivery date with you.

Unless a different time for delivery has been agreed, we will deliver the goods without undue delay and in any event no later than 30 days after the conclusion of the Contract.

During peak periods, such as November and December, production and carrier times may be longer. The estimate shown before you pay takes this into account.

Shipping charges, taxes and import duties

All shipping charges, and any taxes collected by us, are shown in the order summary before you place your order.

Prices for delivery within the European Union are final, and no additional taxes or duties are payable on delivery. For delivery to other destinations, except the United States, you act as the importer of the goods and are responsible for any import duties, taxes and clearance fees levied by the destination country, which may be collected by the carrier or customs authority. Where such charges may apply, we state this before you place your order.

We do not charge any additional cost that was not disclosed before you placed your order.

Dispatch and tracking

We send tracking information by email when it becomes available.

Items in a single order may be produced at different facilities and dispatched separately. Any effect on shipping charges or estimated delivery is shown before payment.

Changes and cancellation before production

If you need to change your delivery address or personalization, or wish to cancel your order, contact hello@bigcityink.com as soon as possible. We will confirm whether the change or cancellation can still be made. Once production has begun, changes and cancellation may no longer be possible.

This clause does not limit any right to cancel or terminate the Contract, or to obtain a refund, that you have under applicable law, including in the event of delay or non-delivery under clause 6.

Delay and non-delivery

If we are unable to dispatch your order within the time stated or, where no time was stated, within 30 days of your order, we will notify you before that time expires, state a revised dispatch date, and offer you the choice of either accepting the delay or cancelling your order for a full refund.

If you cancel under this clause, we will refund the full amount paid, including shipping charges, within seven business days, using the means of payment you used for the purchase and at no cost to you.

If we fail to deliver within the agreed time or within the period stated in clause 2.3, Consumers may also exercise the rights available under applicable law, including, in the European Union, the right to terminate the Contract under Article 18 of Directive 2011/83/EU.

The exclusion of change-of-mind returns for Personalized Goods does not apply to delay or non-delivery.

Lost, damaged or incorrect parcels

If your parcel has not arrived within the estimated time, arrives damaged or contains an item that differs from your order, notify us at hello@bigcityink.com, stating your order number, describing the issue and enclosing photographs of any damage. To enable us to trace a parcel with the carrier, please notify us no later than 30 days after the latest estimated delivery date. Later notification does not affect your statutory rights, but may limit our ability to trace the parcel.

Where the carrier’s tracking records delivery to the address you provided but you have not received the parcel, please first check with neighbors, building staff and the carrier’s local office. If the parcel is not found, we will open an investigation with the carrier and ask you to confirm non-receipt in writing. We decide on re-delivery or a refund in light of the outcome of that investigation and in accordance with your statutory rights.

We will investigate and provide the remedy required by applicable law, including re-delivery, replacement or a refund. Claims are handled by us as the seller; you are not required to pursue the carrier or any of our production partners.

Delivery address

You are responsible for providing a complete and accurate delivery address. Please check it before payment and notify us immediately of any error.

If the correction of an address supplied by you involves additional cost, we will inform you of that cost before proceeding.

If a parcel is returned or cannot be delivered because the address you provided was incomplete or inaccurate, because it was not collected within the period allowed by the carrier, or because you refused to accept it or to pay import charges for which you are responsible, we will, at your request, re-dispatch it upon payment of the additional shipping charges. As Personalized Goods are made to your order and cannot be resold, we are not obliged in these circumstances to refund the price of goods made in accordance with your order.

Clause 8.3 does not apply where the failure of delivery is attributable to us or to the carrier, and this clause does not limit any right that cannot be excluded by law.