Frequently Asked Questions

REGISTRATION & YOUR ACCOUNT

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

I am having problems logging into my account.

If you're having problems logging in to your Twenty Six People account, it will usually just be a problem with using the wrong email address or password. Try using the 'Forgotten your password?' option to reset your password. If you're still having problems, contact our Customer Service team and they'll get someone to take a look into the problem for you.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

ORDERS

How secure is your website?

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

There is a problem with my order, what can I do?

Please contact our Customer Services team with any queries.

What payment methods do you accept?

We accept Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, American Express and PayPal.

Can I cancel my order or an item from my order?

If, for any reason, you have changed your mind and want to cancel your order with us, you need to contact us straight away with your order number. As all of our products are made to order and we begin processing as soon as we can to get your items to you as soon as possible, it's really important that you contact us promptly, or your items may already be in production.

Of course, it's also possible that your order will have already been dispatched - obviously in these cases we will not be able to cancel the order for you and you will need to request a return once you have received the product(s).

Why was my card declined?

There are several reasons why your card might have been declined. First, double check that you entered the card number, expiration date and security code correctly. And make sure that it's a card type that we're able to accept. You'll also need to check that there are sufficient funds on the card you're using and that the billing address you've entered matched the one for the card. If you need to confirm any of these details, it's worth giving your card provider a call.

If you continue to have problems paying by card and you have a PayPal account, try completing your order by paying with your PayPal account instead.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If you would like to replace the item you would then need to make a replacement order. Simply contact us with the details of the original order, incorrect item and the replacement order number and we will be happy to refund the delivery charge for you.

If you are an International customer including the Republic of Ireland you will need to pay for your return. If you let our Customer Services Team know how much you paid, provide a receipt and they will reimburse you.

Please ensure that you keep your proof of postage when you return this item along with any receipts so that we can reimburse you the correct amount on receipt of the goods.

I am an international customer have problems placing my order, can you advise?

Please ensure that the security code (CV2) you are entering in the card details section is the one on the back of your card.

Your bank may have given you a different code to use when placing an order online, but the system will only accept the last three digits of the code on the signature strip on the back of your card.

PROMOTIONS & DISCOUNTS

Why doesn't my promotional code work?

Please check that the code/link you are using is still valid and not out of date.

For further assistance, please click here to contact our Customer Services Team.

DELIVERY

Which couriers do you use for UK and International deliveries?

We use a range of delivery partners, but in general Standard delivery items will be dispatched via Royal Mail (Second Class delivery within the UK or Airmail outside the UK) and Express delivery items will be dispatched via FedEx.

How do I track my order?

Tracking is only available on orders placed with Express delivery. Your tracking number will be shown in the email we send you confirming that your order had been dispatched.

Do I need to sign for my delivery?

If you are in when we deliver, our driver will ask you to sign for your delivery.

If you are out and if they can, our couriers will leave your parcel in a secure location at your property or with a neighbour. The driver will leave a card to notify you as to where your parcel is, or to rearrange delivery.

If they have not been able to make your delivery our couriers will leave a card to let you know they called and try again the following working day. We will try to deliver two more times after which time your parcel will be returned to us for a refund.

Do you deliver to BFPO addresses, the Channel Islands or PO Box addresses?

Yes, we can ship to these and other military addresses. Please check if you are able to except FedEx or similar deliveries to this address before placing an order with Express Delivery.

Can I specify a time for delivery?

Unfortunately we are unable to specify a specific time for delivery. As stated in our Terms & Conditions, our couriers deliver between the hours of 7am and 7pm.

What happens about customs charges and fees?

We ship from the UK, and any international order may incur a customs fee. These fees are charged by your government, not by Big Mouth Clothing. We know that this can be an inconvenience, but unfortunately we have no control over customs authorities. For more information about customs fees in your country, get in touch with your local customs office.

My order hasn't arrived

If you have not received your order within a period of 15 working days from the date of dispatch, the first thing to try is contacting your local postal sorting office in case your parcel is being held there and checking with neighbours/colleagues in case they've accepted delivery on your behalf.

Unless you have ordered express delivery, tracking information will not be available for your order, so we are unfortunately unable to offer you any further updates on the progress of delivery once we have dispatched your order.

If you have contacted your local sorting office and checked with neighbours and you've not been able to locate your order, then please contact us and we'll see what we can do. When you contact us, please make sure to provide your order number to help us deal with your enquiry as quickly as we can.

REFUNDS & RETURNS

My item doesn't fit

If you love your new product, but it doesn't fit as well as you'd like, don't panic! We are happy to exchange it for a bigger or smaller size for you - just submit a returns request.

I changed my mind and don't want my product anymore

If, within seven working days of receiving your order, you change your mind about any product, you are entitled to a full refund on the item, so long as it is still in its original state (unworn and unwashed). Please submit a returns request for the item promptly.

Can you send me a pre-paid returns envelope or label?

Sorry, but we don't have pre-paid returns envelopes or labels, return postage costs are the responsibility of the customer.

How much will it cost to send an item back?

Return postage costs are the responsibility of the customer, and unfortunately Big Mouth Clothing is unable to advise on how much you will need to pay as this will be dependent on your location and local postal provider - please contact them directly for details.

My item is defective / faulty

If you complete the returns form with the details and some images of the problem, our Customer Services team will be in touch to sort this out for you.

You sent me the wrong item!

If we've sent you the wrong thing complete the returns request form with the details and image(s) of the item(s) that you did receive and the Customer Service team will be in touch to sort this out for you.

How do I check the status of my return?

We'll send you emails throughout the returns process so that you know where we're up to with it. You should get an email when we begin processing your return after we've received it and another when your new item has been dispatched.

GENERAL INFORMATION

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Or use the clothing links at the top of the homepage.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please contact Customer Services who will be pleased to help.

PRODUCT INFORMATION

How should I wash my product?

Please refer to our garment care page for wash suggests. We also recommend that you read the labels of all products prior to washing.

How are the designs printed?

The processes we use for creating our designs varies according to the design type - product designs are created with either hard wearing polyurethane film or a high quality direct to garment ink printing.

How do I know which size to order?

On every product page, you will see a size guide button. Clicking this button will take you to the size guide page and give you a better idea of what size to order. Sizes vary between garments so please ensure you check the size guide for each product before ordering. If you're not still not sure and need some further advice, just email the Customer Service team with your questions and they'll do their best to help you choose the right size.

Are your products ethically made?

We only work with suppliers that conform to WRAP (Worldwide Responsible Accredited Production), ensuring that all products come from lawful, ethical and humane manufacturing sources. Our suppliers work in collaboration with the Fairwear Foundation and are produced in a �sweatshop' free environment. All design printing processes take place at our own premises here in the UK.

I've received my order, buy my product doesn't seem to look the same colour as it did online?

Unfortunately, although we try our best to make the images on the website as accurate as we possibly can, we can't account for the entire varying computer and monitor settings, which means that our products can look different between different computers, and different again in real-life. We know that sometimes when things don't quite look as expected, you can be disappointed - if you're not happy with the product that you've received for any reason, contact us and we'll be happy to complete an exchange or a return for you.