Refund policy

All Big Fat Duck products are made to order. Nothing sits pre-printed on a shelf — when you place an order, we make that specific item specifically for you. Because of this, we're unable to offer refunds or returns for change of mind, wrong size chosen, or simply not liking it once it arrives. We can only offer a refund, replacement, or repair if your item is faulty, damaged, or incorrect.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged in transit, or isn't what you ordered, we'll put it right. This includes things like:

  • Print defects (cracking, peeling, misalignment, or a print that doesn't match the listing)
  • Damage that occurred in transit
  • The wrong product, size, or design sent
  • Garment or material faults not caused by wear

Please note that because our products are made to order, small variations in colour, placement, or finish between what's shown on screen and what arrives can happen — this is a normal part of print-on-demand production and isn't a fault.

How to report a problem

Please inspect your order as soon as it arrives. Contact us here within 14 days of delivery, with:

  • Your order number
  • A clear description of the issue
  • Photos of the fault, damage, or incorrect item (including packaging, if the damage happened in transit)

We can't assess or approve a claim without photo evidence, so please include it up front — it saves everyone a back-and-forth.

What happens next

Once we've reviewed your claim, we'll be in touch to confirm whether it's approved. If it is, we'll offer a replacement, repair, or full refund — your choice, where possible. Faulty items don't need to be returned in most cases; if we do need the item back, we'll cover the return postage and let you know how to send it.

Refunds

Approved refunds are issued to your original payment method within 10 business days of approval. Please allow extra time for your bank or card provider to process and post it. If more than 15 business days have passed since approval and you still haven't seen it, contact us here.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you're entitled to a repair, replacement, or refund regardless of what's written above.

EU and cooling-off period

As our products are made to order to your specification, they're exempt from the standard 14-day cooling-off/cancellation right under the Consumer Contracts Regulations. This exemption applies to change-of-mind cancellations only — your rights regarding faulty or misdescribed goods, as set out above, are unaffected.

Sale items and gift cards

Sale items and gift cards are non-refundable, except where faulty.

Exchanges

As items are made to order, we're unable to offer exchanges for reasons other than fault. If you'd like a different size or design, you're welcome to place a new order.