Big Sis The Label FAQ

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Who is The Big Sis?

Born from The Big Sis Movement and started by Karen Mason, ex radio host and media guru.

Always a lover of denim, Kaz constantly felt the pull to the fashion industry. From living in Melbourne, Australia dreaming about her pop up denim shop, to designing merch for The Big Sis Movement, she knew this was a space she was meant to work in... And so became Big Sis The Label.

For the rebel queens, vintage lovers and all in between.

How to care for your Big Sis Garments

All denim jackets are pre-washed in-house! Just wear it right away and make your statement.

For when you need to wash your denim: COLD HAND WASH ONLY and LAY FLAT TO DRY.

NO TUMBLE DRYING. NO DRY CLEANING. NO IRONING.

For tanks, tees and crops follow instructions detailed on the garment.

Return Policy

Return Policy

Refer to our Returns Policy

How to Return your Item

You can return your item by following the steps below:

1. Your Shipping Notification email from Big Sis The Label is also your Return Form. Print this email, and in the Order Summary section, mark which items you are returning.

If you do not have access to your Shipping Notification, you can also use the Packing Slip enclosed with your order. Please mark on this slip items being returned.

2. Securely pack your return items in new or original packaging, making sure any old packing labels are removed or covered, and your Return Form is enclosed.

3. Place your return item in the post and send it back to us.
 

Please note, that all return shipping fees are non-refundable, unless the items are deemed to be defective as per the Returns Policy or the result of a shipping error.

As soon as we receive your return, we will proceed with the returns check and validation. Once the return has been approved, we will notify you by email and your refund will be credited within 7-10 working days. Please note that refund times are dictated by the issuing bank and are outside our control. Please consult your bank for more information. If you return is not approved, a member of our Customer Care team will be in touch.

Changes to Your Order

After you have clicked 'Submit Order', processing of your order will begin and we are no longer able to edit your order.


If any item was incorrectly ordered, you will need to wait for your order to arrive, and return the products in accordance to the Return Policy.


We regret it is not possible to cancel an order once it has been placed, it will need to be shipped and returned for a refund.

Cancelled Orders

Occasionally, whole or parts of an order are cancelled by our system for various reasons, some of which are:
- Item not available.
- Difficultly in processing your payment information.
- Cannot ship to address provided.
- Duplicate order was placed.


In case of cancellation, our Customer Care team will contact you. If they cannot reach you, you will receive a notice regarding your order via email which will explain the reason for the cancellation. You will not be billed for any cancelled items.

Shipping

Shipping Service and Costs

We currently only deliver to destinations in Australia. Subject to the shipping rules and restrictions.

Allow 3 - 5 days delivery to cities in Australia.
For remote areas, delivery can take longer.

During sale and peak periods, orders may take longer to process. Our delivery times should only be used as a guide.

Orders are processed and delivered on business days only. Business days are Monday to Friday, excluding Australian public holidays.

Customers will be required to sign for all one of a kind deliveries.
Due to logistical difficulties in making deliveries to certain remote areas, we reserve our right to cancel your order and/or make such order subject to additional terms and conditions (including, without limitation to, requiring such orders to be conditional upon a minimum value of products being ordered in a single transaction).

Our Customer Care team will notify you of cancellation and/or such conditions after you place your order.

Shipping Problems

If our shipping provider cannot make delivery to you at the provided shipping address, the shipping provider will leave a contact card at your address informing you of the local Australia Post where your order can be collected from. For all orders that are held at Australia Post, you will have 7 days to collect, after which the parcel will be sent back to the Big Sis HQ. If your parcel has been sent back, please call our customer care team for assistance. Further delivery charges may apply.

Shipping to a Different Address

When you enter your billing address details during the checkout process, you will be given the option to enter a different delivery address in the same country.

Please note that we reserve the right to contact you for further information, if you give a different delivery address to the billing address.

Order Processing Time

Most orders begin the order process as soon as your online purchase is completed. Your order will be shipped once the items are located in stock, your payment is approved, and the receiving address is verified. As soon as your order is shipped, you will be notified by email.

Payment

Payment Methods

We currently only accept debit and credit cards (Visa, MasterCard, American Express) and PayPal. Unfortunately, we are not able to accept orders over or payment information via phone.

Important information about payment:
- Debit and credit cards are not charged until ordered items are shipped.
- All cardholders are subject to validation by both Big Sis The Label and the card issuer, to ensure payment security and prevent fraud.

Please note that we reserve the right to contact you for further information if there is an issue with your payment.

Pricing Policy

All prices shown are inclusive of GST and exclusive of any delivery costs. Products and prices which are offered in store might not be offered online, and vice versa. From time to time, we may offer additional discounts for purchases made online that do not apply instore, and vice versa.

Privacy

Privacy Policy

Please refer to our Privacy Policy

Your Information

You have the right to:
- Request to be provided with your personal data which is in our possession.
- Ask for information about the ways in which we have (or may have) used your personal data in the one-year period preceding your request.
We may charge you a fee for responding to your requests. If a fee is to be charged, we will inform you of the amount beforehand and will respond to your request once payment is received.

You also have the right to:
- Make corrections to your personal data which is in our possession.
- Withdraw your consent to our use of your personal data.
Any marketing or promotional materials that we provide to you may also contain instructions on how you may unsubscribe or opt-out from receiving such materials.

We will use reasonable efforts to provide, correct or delete our records of your personal data. We may be prevented by law from complying with your request. We may also decline your request if the law permits us to do so.

In many circumstances, we need to use your personal data in order for us to provide you with products and services which you require. If you do not provide us with the required personal data, or if you withdraw your consent to our use of your personal data for these purposes, it may not be possible for us to provide you with the products and services that you require.

Shopping Online

Finding a Product

If you need help finding a product, use our product search at the top of any page. Simply enter either keywords in the search box and click on the magnifying glass icon. The results of your search will be displayed on the page. You can then refine your search by selecting the various filters.

Your Shopping Bag

When you are shopping on bigsisthelabel.com and see something you'd like to buy, click on "Buy it Now". Items you place in "My Cart" may remain there until they are purchased or removed, so you can always see exactly what you are buying.

Options in your shopping bag:
- Change the size: Just click on another size to update it.
- Update the quantity: Click on the down arrow next to the quantity and select the number of items you want.
- Remove an item from your bag: Click on the 'Remove' button.
- Checkout: When you are ready to purchase your item(s), you will want to 'Check Out'.

Checkout

Our simple checkout process is designed to help you complete your order and finalise your online shopping quickly and easily. If you have already created an account at our online shop before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to features such as the address book and your personal order history.

The first two steps of the checkout ask for your contact details and delivery address. If your billing address is the same as your delivery address, simply select the checkbox and the billing address will be filled out automatically. If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next up is the payment information. You can either pay with your credit or debit card, or PayPal. Once you have entered all your data on this page and clicked continue, your card or PayPal account will be debited once you confirm your order on the next page. Please note that to ensure the safety of your data, your credit or debit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your order summary. Please check all the information on this page, since this is your last opportunity to correct it. After hitting 'Confirm Order', your order will be processed. From this point on, if you have an account, you can check your order status in 'My Account'.

Out of Stock

While we make every effort to maintain an ample supply of our stock, some of our most popular products run out very quickly.

Unfortunately we are unable to accept orders for items not in stock and this will result in a cancelled order.

Offer Redemtion

To redeem a Promotion or Discount Code:
1. On the 'My Bag' page, enter the code exactly as it appears in the field provided. Note, codes are case sensitive.
2. Click 'Apply' to apply it to your order.
3. If your promo code is valid, confirmation of the promotion will be displayed in the payment summary. Only one promotional discount code per order will be accepted. After an order has been submitted, we cannot apply a discount code, though you may be able to use it on your next order.