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Frequently Asked Questions

Product Information

How should I wash my product?

Check out our Product Quality and Sizing page - under each product you'll find some suggested care instructions.

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 plyurethane film or a high quality direct to garment ink printing. For more details on these processes, check out the information on the Product Quality and Sizing guide.

How do I know which size to order?

Check out the sizing tables on the Product Quality and Sizing page - we've provided some information there that should give you a better idea of which size to order. If you're 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.

How often do you add new designs on the website?

New designs are being added to the site all the time, usually on a daily basis! If you want to be among the first to find out about some of our new products and designs, make sure you subscribe to our emails and follow us on Facebook or Twitter.

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. All design printing processes take place at our own premises here in the UK.

When are you next having a sale or special offer?

We have lots of different sales, special offers and competitions at random throughout the year, so we can't definitively say when the next one might be! To keep up to date with our latest promotions and be one of the first to hear about them, sign up for our email newsletter via the form on our home page and follow us on Facebook or Twitter.

How can I subscribe or unsubscribe from emails?

Our email newsletters bring you some of the latest information about new products, special offers, sales, competitions and more!

If you decide that you don't want to be one of the first to hear all of our great news, you can click the unsubscribe link at the bottom of any of our emails.

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 all the 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 wuite as excpected, you can be pretty disappointed - if you're not happy with the product that you've received for any readon, contact us and we'll be happy to complete an exchange or a return for you.

Account Information

Do I have to have an account to be able to order?

You can browse the Big Mouth Clothing website and add items to your basket without creating an account. To make any purchases though, you will need to create an account and log in. As well as being able to purchase some great products, there are some other great benefits to creating a Big Mouth Clothing account:

  • Save your details for speedy checkout next time
  • Save multiple delivery addresses
  • View the status of your previous orders on your account

I can't log in to my account - help!

If you're having problems logging in to your Big Mouth Clothing 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.

Can I change my email address?

Sure! If you need to change your email address, or any other contact details, just log in to your account and go to the 'My Account Details' area and make the changes you need and hit 'Change my Email'.

How do I add a new shipping address?

You can simply add this in at the checkout or log in to your account and go to the 'Delivery Addresses' section where you'll find you're existing addresses and an option to add a new address.

Payment Information

How do I pay for an order?

Paying for your order is simple - we accept payments via most major Credit or Debit cards as well as PayPal.

Can I pay with PayPal?

You sure can! When you've added your items to the basket, just visit the checkout and you'll find a 'Check out with PayPal' button there which will take you directly to PayPal where you can log in to your PayPal account and complete your purchase.

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.

Why was I charged twice?

If you have only placed one order, you will only be charged once. Sometimes there may temporarily be two transactions to one card while the card provider provides authorisation of the charge amount. If the second charge does not come off your statement or get refunded by your card provider, please get in touch with them directly.

What currency is used on the site?

All the prices that we quote on the website are in Pounds Sterling and all transactions are also carried out in Pounds Sterling, but remember that conversion rates vary.

Order Information

Can I place my order by phone or post/mail?

Sorry, but because everything moves so quickly through our stock and ordering systems, we can't accept orders by phone or post/mail - orders can only be placed online through our website.

How can I check on the status of my order?

You can check the status of your order at any time by logging into your Atomic Threads account and going to the Order History section. If you have any other questions about you're order though, just email the Customer Service team.

I didn't receive an order confirmation email - was my order still placed?

If you completed the full checkout process and submitted your order but you haven't had an order confirmation email, it's likely that your order was placed. Check in your spam folder, because it's quite possible that your order confirmation email may have ended up there. You can also log in to your Big Mouth Clothing account and check in the Order History section.

If you're still not able to locate your order through these options, and would like us to confirm that your order has been received, please contact our Customer Service team and we can double check for you.

Why was I charged a different amount to what was shown for my order?

You should never be charged a different amount to what was shown on your order. Please remember that all transactions are in Pounds Sterling and your payment card provider will have completed a currency conversion at the time of payment (using their exchange rate at the time). Sometimes your card provider may seem to temporarily charge you twice for your order - this is caused by their security settings, but one of the payments should be refunded automatically by your card provider - if you're not sure about this, contact your card provider to check with them.

Oops! I made a mistake with my order!

If you've made a mistake with your order, then contact us as soon as possible to let us know. Make sure that you give us your order number and the details of the change that you need to make to the size or colour of your items.

If you have mistakenly given us the wrong delivery address, we regrettably cannot change this once your order has been placed.

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).

How do I cancel 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).

Can you gift wrap my order?

Sorry, but we don't currently offer a gift wrapping service. But it's easy to place an order for a gift - just make sure that you change the shipping address.

How can I become a wholesale vendor?

Big Mouth Clothing is always looking for more great new shops that would like to sell our products! If you're interested, then check out the full details on our Wholesale Queries page.

Shopping and Delivery

Where will my order be sent from?

All products are sent from our warehouse, based in the UK.

Do you ship internationally?

We certainly do! Just add your stuff to the basket as normal, and then when you get to the account setup stage, choose your country from the list and proceed to the checkout! If you don't see your country listed, we may still be able to ship to you - email our Customer Service team and we'll see what we can do.

How much is delivery?

For the latest information about delivery charges, take a look at the Shipping Information page. The shipping charges for your order will also be calculated and displayed when you go through the checkout.

Who will deliver my order?

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.

Can I track my order?

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

When will my order arrive?

Orders are normally processed and dispatched within 24 hours, although they can take up to 5 working days - you will receive a confirmation email when your order has been dispatched. Delivery times are then estimated as follows:

UK

  • Standard delivery (Royal Mail Second Class) - 3 to 5 working days
  • Express delivery (usually FedEx) - 1 to 2 working days

Europe

  • Standard delivery (Royal Mail Airmail) - 4 to 10 working days
  • Express delivery (usually FedEx) - 1 to 2 working days

US

  • Standard delivery (Royal Mail Airmail) - 7 to 10 working days
  • Express delivery (usually FedEx) - 1 to 2 working days

Rest of the World

  • Standard delivery (Royal Mail Airmail) - 10 to 15 working days
  • Express delivery (usually FedEx) - 1 to 2 working days

Do I need to sign for my package?

Orders placed with Express Delivery will usually be delivered via FedEx and will require a signature on delivery.

Do you deliver to PO/BFPO/APO box?

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 though.

When will my order get shipped?

Almost all of our items are made to order, so please allow up to 5 working days for your order to be processed, produced and dispatched. We'll always send you an email to let you know when your order is on its way.

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. This happens more often than you'd think!

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.

Returns and Exchanges

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.

I need to exchange a gift

If a kind friend or family member has sent you one of our products as a gift, but you need to exchange it for a different size, it's no problem! If you've got the order reference number, just fill out the returns request form. If you don't have the order number, either check with the generous friend or family member, or contact our Customer Service team with the order details that you do have (like the email address of the person that placed the order).

My item is defective / faulty

Sorry to hear that! 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!

Whoops! Sorry 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 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.