Frequently Asked Questions
Can I place an order by phone?
Absolutely. We love to chat to our customers and give them the best possible shopping experience. To place an order over the phone, give our team a call on: 01724 845 100. During busy periods you may be required to leave us a message and we will call you back to place the order.
Please note: discount codes can’t be used on telephone orders due to the resource that is required to process these. If you wish to use a discount code, please order online.
Can I amend my order after I’ve placed it?
Of course! However, we can only amend orders that have not been packed and dispatched yet. To amend your order, please email our customer service team on [email protected]
Amends to the cost of your order will be calculated and a payment link will be sent in order to successfully complete the changes made. Your order will not be processed until payment has been received.
Can I cancel my order?
Yes, you can cancel your order at any time before your order has been dispatched.
However, if your order has been dispatched from our warehouse, we are unable to cancel your order. Instead, you can return your order for a refund using your free returns label.
I haven’t received my confirmation email, can you help?
Don’t forget to check your junk folder - sometimes our emails get caught up in there. If it’s still nowhere to be found, get in touch with our team who will check our system and resend your confirmation email.
Payment, promotions & gift vouchers
What payment methods do you accept?
You can use a debit or credit card and also we accept payment via PayPal, Klarna, bank transfers or cheque.
Unfortunately, we don’t accept American Express.
My payment was declined, what can I do?
If your payment has been declined, you'll need to place your order again. We're not able to reinstate an order once the payment has been declined - sorry about that. However, before you place your order again, please check the following:
- Check your bank account to see if payment has been taken - if so, let us know
- Check the appropriate funds are available in your account
- Check that all card information input is correct
If you’re still having trouble submitting your order online, our customer service team is more than happy to help place your order over the phone: 01724 845 100.
When will you take payment for my order?
If your card is authorised, payment will be taken immediately and you will receive an email to confirm that your order has been successfully placed.
What is Klarna and how do I use it?
Klarna is a payment service provider that takes end-to-end responsibility for your payment for your order. Pay Later with Klarna is a payment method which allows you to buy now and pay later, meaning you only have to pay for the items that you keep. For more information about Klarna, visit their Pay Later webpage.
To use Klarna, simply select this payment option at checkout.
How do I pay the outstanding amount on Klarna?
If you have chosen to pay after delivery (with a 14 or 30 day grace period), Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. If you do not pay Klarna within the grace period, late fees will apply.
Please note: late payments may affect your future credit rating.
Have you received my payment?
An email will be sent to you once payment has been processed. Not received it? Not to worry. Get in touch with our team and we will investigate this further, [email protected].
How do I apply the discount code?
Discount codes can be added on the checkout summary screen. The discount code box is located under the last item at the right hand side. If you’re having trouble applying the discount code, get in touch with our customer service team: [email protected] or speak to us on live chat.
Can I use more than one discount code on one order?
We get it - we all love a good bargain. However, we only accept one discount code per order – this includes our free delivery codes.
I forgot to add my discount code on my order, can you refund the difference?
We’re all a bit forgetful at the best of times. If you have forgotten to add your discount code to your order, don’t worry - simply get in touch with our customer services team and we will refund the difference in store credit for your next order - because we’re nice like that.
Discount codes must be active at the time of checkout, expired or new discount codes advertised after purchase will not be accepted.
How do I use my gift voucher?
You can add your gift card code at checkout. The gift card code box is located under the last item at the left hand side. If you’re having trouble applying the gift voucher code, get in touch with our customer service team: [email protected] or speak to us on live chat.
What delivery options do you offer?
See here for our full delivery options.
All delivery services we use include tracking and proof of delivery, so you know that your order is in safe hands
Do you deliver to my country?
We sure do. We know that true to fit big and tall clothing is needed across the world; that’s why we offer worldwide delivery. Check delivery fees for your country.
Do you offer next day delivery?
Yes we do! We always aim to dispatch the same working day for all orders made before 2:30pm Monday to Friday. Orders made after this time will be dispatched on the next working day.
Working days are Monday to Friday (excluding bank holidays).
Can I request delivery to an address other than my billing address?
Absolutely. Select ‘ship to a different address’ during the checkout process and enter the address in the shipping information section - it’s as simple as that!
How can I track my order?
You can track your order using the tracking information sent to you via email.
Can’t quite find your email in the sea of spam from other brands? We feel your frustration. Give our team a nudge and we’ll see where your parcel is [email protected].
My order hasn’t arrived, what can I do?
We work our XL socks off to try to meet all delivery times, but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We try to keep our customers updated as much as we can, but if you want to see where your order is, you can track your parcel using the tracking code sent to you via email.
If your estimated delivery date has passed and you haven’t received your order, please contact our team on [email protected].
Why has my parcel been returned to you?
We recommend checking your parcel’s tracking information on Royal Mail/DHL’s website to see why your parcel has been returned to our warehouse. Any orders that have been returned to our warehouse will incur an additional delivery fee to resend to you.
Will I get a refund if the courier loses my parcel?
This is assessed on a case-by-case basis. We take each and every case seriously and work hard with our couriers to investigate the whereabouts of lost parcels. Once a full investigation has been completed, we will provide a refund where the courier is at fault.
Unfortunately, we cannot provide a refund for lost parcels until the investigation is completed.
Why is my address classed as a remote area?
A Remote Area is defined as a postcode or suburb/town name that is deemed difficult to serve by DHL. Unfortunately, BigClothing4U does not have the ability to waiver any Remote Area costs, as the amount payable is determined by DHL.
See DHL’s Remote Area list.
Returns, exchanges & refunds
I live in the UK, how do I return my order?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition and is in the applicable returns period, we will refund your order.
You can return your order by printing a returns label. No printer? No problem. Follow the instructions to create a QR code, which you take to a Customer Service Point (CSP). They’ll scan the QR code, print the label, which you can then fix to your parcel and drop off while you’re there.
Don’t forget to include a note in your order for our warehouse team, telling us whether you would like a refund or an exchange. We also strongly recommend you get proof of postage when returning your order.
How do I return my order from outside of the UK?
Live outside of the UK? No problemo. As long as an item is still in its original condition and is in the applicable returns period, we will refund your order. Simply send your return back to:
Unit 1, Ginetta Park Dunlop Way Queensway Industrial Estate Scunthorpe North Lincolnshire DN16 3RN
Those living outside of the UK are responsible for the cost of return postage. Don’t forget to include a note in your order for our warehouse team, telling us whether you would like a refund or an exchange. We also strongly recommend you get proof of postage when returning your order.
Do you accept all returns?
No. For hygienic reasons, we do not accept returns for underwear, socks or face masks.
All returns must be sent to us within 30 days and should be sent back to us in their original condition together with the original packaging and tags. If you send unwanted items after the relevant returns period above, we may have to send it back to you and ask you to cover the additional delivery costs.
All items are inspected on return by our team. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear cologne or antiperspirant deodorant, as these can mark and leave scents on the item.
If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs.
Have you received my returned items?
If you're returning your order from the UK, it can usually take up to 10 working days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and processed.
You can track your parcel using the tracking number listed on your proof of postage receipt. We'll send you an email as soon as we've completed your return.
I returned my order to you before the 30 returns period expired, but it reached your warehouse after this date - do I still get my refund/exchange?
If your returns haven't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further.
I’ve paid with Klarna, how do returns work?
Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep. We'll send you an email as soon as we've completed your return.
If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges. Click here to pay your Klarna invoice.
If you have any questions about extending your invoice, please contact Klarna Customer Service. BigClothing4U is not able to extend your invoice for you.
You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.
How will I be refunded if I’ve paid with Klarna?
If you haven't paid your invoice, you'll receive an updated version from Klarna within 24 hours of your returns being processed by our warehouse team.
If you have already paid for your order in full, you'll receive a refund from Klarna for the items you returned.
What happens if I receive a faulty item?
We’re sorry about that! Get in touch with our team on [email protected] outlining the fault and we will rectify this as quickly as possible. Please also include images to help our team investigate.
Can I get a refund if the price of the item has changed since I ordered it?
As an online business our prices change in response to trends, stock and demand from customers. In this case we will not refund the difference.
How long until I receive my refund?
Once we have processed your return, your refund may take up to 28 days.
How will I be refunded?
Refunds will be issued back onto the same credit/debit card or PayPal account used to pay for the original garment. If you have used Klarna and have not paid the outstanding amount just yet, the refund will reduce the invoice or cancel it completely.
My refund is incorrect, can you help?
We’re sorry about that! Please get in touch with our customer services team and we’ll sort it out for you as soon as possible.
If the amount differs it could be due to the following:
- Discounts that were applied at the time of sale may no longer be applicable to the product
- The delivery charge may not be included. This is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.
Do you refund delivery charges?
Unfortunately, delivery charges are non-refundable on most occasions.
I am missing an item or have received an incorrect item, what do I do?
Whilst this is rare, mistakes happen from time to time - we’re only human, right? Feel free to get in contact with us and we’ll be happy to help and resolve any issues.
Products & stock
What size am I?
Our team of experts have created a size guide which allows you to find the best fit for you. We understand that a 6XL in one brand may be a 7XL in another - we’ve taken the guesswork out of shopping for big and tall clothing online and have listed each item of clothing true to fit.
However, we understand that sometimes, clothing doesn’t quite fit right in the most awkward of places - feel free to return this within 30 days for a refund or an exchange.
Do you have the measurements for a particular item?
Available measurements are listed in each item’s product description. Further information about clothing measurements are not available. However, don’t be afraid to try something. We offer free exchanges, so swapping something for a different size couldn’t be easier!
If you would like more information about suit measurements, please contact our team: [email protected].
What leg length is regular in men’s trousers?
Regular men’s trousers are 32” - always remember that this measurement is the inside of the leg.
Where can I buy big and tall suits?
We have a range of big and tall suits for any occasion, from blazers and tweeds to dapper dinner suits - we have it all. Unsure of what size would be best for you? Get in touch with our team of experts who’ll help you find the right fit: [email protected].
What are the best jeans for men with big thighs?
We understand the struggle of finding jeans that fit big thighs. We have taken the guesswork out of finding the perfect fit by stocking the best jeans for big legs. Browse our range of jeans for men with big thighs here.
When do you restock products?
We restock our most popular items as often as we can. You can opt-in to receive notifications when a particular item is back in stock by selecting the ‘Sign up to get notified when this configuration is back in stock’ option on the product page.
How often do you get new arrivals?
All of the time! Our team works hard to find the best products on the market that are bang on trend, look good and fit even better.
Be the first to know what’s new in by signing up to our mailing list.
Why have I received an email saying the item I've ordered is out of stock?
We're sorry if you've received an email saying one or more of the items you've ordered is out of stock.
Our online inventory is updated regularly and is as accurate as possible, but sometimes, things fall through the net. Where possible, we will offer you alternative sizes, colours and garments, but we understand if they’re not quite right. Simply reply to our email stating you would like a refund instead of an alternative item, and we will process this as quickly as possible.
To meet delivery deadlines, we will send the remainder of your order in some circumstances and refund you for the item that is not in stock. When this happens, our customer service team will communicate this with you, so you are informed at each and every step of the way.
How can I find a specific product or brand?
We’ve launched a brand-spanking-new website that allows our customers to browse and buy products easier than ever before! You can search for brands and products using the search bar at the top of the page or use our menu to browse specific product categories or brands.
Still in need of some assistance? No worries. Chat to us on our live chat and we will do our best to find the product or brand you are looking for!
Do I need to create an account to shop with you?
Nope, absolutely not. If you don’t want to create a BigClothing4U account, simply check out as a guest.
What are the benefits of opening an account?
If you open an account our system will store your details, so next time you order it will be quick and easy. For your security we will not store any of your credit and debit details
Do you store my card details?
No, never. To protect our customers, we only store information that is necessary and we believe that storing your payment information is not.
Sure, storing this information makes checkout that little bit faster, but we’d prefer our customers to know that their payment information is completely secure for their peace of mind.
I’ve forgotten my password, can you help?
Go to the customer login page and enter your e-mail address. You will be emailed a link to reset your password.
Still having trouble? Speak to our team on our live chat.
How can I unsubscribe from your emails and texts?
Was it something we said? We understand, and hope that we can still be friends. To opt-out of our marketing communications, please contact [email protected]
So long, partner!