Shipping & Delivery

Where is my package?

If you want to track your package, you can do so with the Track & Trace code via the website of your national shipping service. You can find this in the email you receive when your package has left our warehouse.

I have not received my (entire) order. What now?

Unfortunately, sometimes it can happen that you have not received the entire order. In that case, it is best to contact our customer service.

I have received an item that I did not order. What now?

Unfortunately, sometimes it can happen that you have received something that you did not order. In that case, it is best to contact our customer service.

I have not received a confirmation email for my order, what can I do?

If you have not received a confirmation email, first check your Spam inbox. If you still have not received anything, it is best to contact our customer service. 

Can I cancel an order?

Unfortunately, that is not possible. If you have ordered something on Bigretail, the delivery is final. You can no longer cancel.

Are you still not completely satisfied with your order? No problem. After you have received the product, you have 14 days to decide whether you want to return the order.

Can I have my order delivered to a different address?

Of course! You can always have your order delivered to a different address. In the checkout you can indicate what your billing and delivery address is*. Once you have placed an order, it is unfortunately no longer possible to change the delivery address.

*Please note: no delivery to a postal address or via a PO box number.

Can I have my order delivered to a postal address?

Unfortunately, that is not possible. We cannot deliver an order to a postal address or via a PO box number. We only deliver to a home/work address. 

How will my order be delivered? 

Your package will be delivered to your home address. 

DHL ServicePoint: (Only for Dutch customers) 
Don't forget to bring your order number when you pick up your package. Your package will be stored at the DHL collection point for a maximum of 7 days. After this, your order will be cancelled and you will be refunded within 10 working days via the payment method you used. If you paid in the store, you will receive an email with instructions. If you want to track your package, you can do so via the DHL website.

Home delivery: 
If you want to track your package, you can do so with the Track & Trace code via the website of your national shipping service. You can find this in the confirmation that you receive by email, when your package has left our stock center. 

What happens if I am not at home on the delivery date? 

If you are not at home when the DHL delivery person comes to deliver the package, but one of your neighbors is at home, the package will be delivered to the neighbors. If none of the neighbors are at home, the package will be delivered again the next day. You will receive a DHL delivery missed card from the delivery person, with which you can select a new delivery day online or a DHL point where you can pick up your package within 7 days. If you do not do this, the package will be returned to our distribution center.

You will be refunded within 10 working days via the payment method you used. If you paid in the store, you will receive an email with instructions.

I received my order too late?

Due to the busy times in our stock center and/or busy times at the postman, it can sometimes take longer. If you want to track your package, you can do so with the Track & Trace code via the website of your national shipping service. You can find this in the confirmation that you receive by email, when your package has left our stock center. Good to know that you will always receive a confirmation by e-mail from us when your package has been shipped.

Where can I find my Track & Trace code?

In the tracking mail you received in your mailbox.

My Track & Trace code does not work. What now?

If you receive a Track & Trace code, it can take 24 hours before you can track your package.
The shipment number consists of 10 digits. If you receive an error message, check the entered shipment number and try again (later). For further questions, you can contact Customer Service of your national shipping service.

How much are your shipping costs?

Bigretail offers free shipping worldwide.

How can I quickly find items on your website?

At the top of the website there is a search bar. Enter a search term here. This way you can find articles quickly and easily.