Terms and conditions

Terms and Conditions

Valid at: www.bigoliver.eu
Business ID: 0975131-0

Prices in the online store include VAT 25.5%. For Åland, VAT is removed at checkout when the customer provides their address.

1. Ordering

Provide a valid email address for order confirmation, tracking information, and invoice.
Provide correct and up-to-date name, shipping address, and phone number. The customer is responsible for the accuracy of the provided information.
We do not process incomplete orders.
Minimum order is €10.
We send a maximum of two sizes per product for fitting purposes.

2. Payment

We use well-known and secure payment providers. Available payment methods are displayed at checkout.

3. Prices and Discounts

Order prices are based on the online store price at the time of order.
Discount and outlet products cannot be combined with other discounts unless stated otherwise.
We cannot apply discounts retroactively to previously placed orders.
We do not exchange discounted products.
Returns or exchanges must include the entire bundle. Partial returns are credited only for the difference between regular and discounted price.
Promotional prices are valid only during the campaign period.

4. Delivery

Orders are usually shipped from our warehouse within 0–2 business days. Public holidays and seasonal variations may affect delivery times.
Shipment notifications are sent via email with tracking information.
Current shipping prices and methods are available at checkout.
For invoice or installment payments, the pickup point must be within 10 km of the delivery address.
If the chosen pickup point is full, the courier will redirect the package to another location.
Home delivery includes one delivery attempt; afterwards, the package will be available for pickup.
Multiple orders to the same address may be combined into a single shipment – extra shipping fees will not be refunded.
We reserve the right to change the courier if necessary.
Delivery time estimate starts when the order leaves our warehouse in Lahti or, for international shipments, when the shipment leaves Finland.
If delivery times deviate from normal, this will be indicated in the product details. Missing items will be credited to the customer using the original payment method.

5. Exchanges and Returns

Products have a 14-day return policy (christmas gifts until 7.1.).
Proof of purchase is required for returns. Lost returns without a receipt will not be refunded.
The customer is responsible for return shipping; pack carefully and mark the shipment clearly.
Use the same courier as for the original delivery and cover the old address label.
Return fee in Finland and the Baltics is €4.99. For international returns (including Åland), the customer pays express return shipping themselves.
One free exchange is offered for regular-priced products over €59 in Finland.
Return shipping costs are deducted from the credit. If the order value drops below €59 after the return, original shipping costs will also be charged.
Include the return form or a simple note. Return all items at once; multiple returns incur actual shipping costs.
Uncollected packages are not considered returns. We charge a minimum of €20 for uncollected shipments (round-trip shipping costs).

6. Refunds

Products are not returnable if they contain hair, animal hair, odor, or dirt.
Depreciation can be 25–100% of the product price depending on condition.
Underwear and socks are refunded only if the packaging is unopened, the product is intact, and hygiene seals are in place.
Removing product tags is considered use (depreciation 50–100%).
Refunds are made using the same payment method used for the order. Processing time is typically 1–5 business days after receiving the return.
Any customs fees for Åland are not refunded.

7. Complaints

Damaged shipment: Notify the pickup point immediately and also inform us at: asiakaspalvelu@bigoliver.fi
Defective product: Contact us by email immediately. Include a photo of the defect. Do not return the product before contacting customer service.
Complaints do not cover damages caused by wrong washing, wear, external factors, or differences between product batches or colors. If unresolved, contact consumer advisory services, the Consumer Disputes Board, or use the ODR platform.

8. Other

Customer information is treated confidentially and will not be shared with third parties, unless necessary for order fulfillment or legal requests.

We are not responsible for delays or disruption in delivery due to circumstances beyond our control.