We offer a 30-day money-back guarantee for the full cost of your items. Please note that the shipping and handling fees from your initial purchase are non-refundable. You will be provided with a prepaid shipping label to return your order to us, free of charge.
For returns outside of the United States or if your order totaled $2,500 or more, kindly contact us at support@bigwalldecor.com or call 888-441-1246 to connect with our customer service representative. These returns are managed on an individual basis.
To initiate a return, please enter your email address and order number associated with your purchase in our return portal. There, you can specify the items you wish to return and provide the reason for the return. After selecting the items, you have two options:
- Print a prepaid UPS Shipping label, affix it to your package, and drop it off at a nearby UPS facility or drop-off location. Please print and include the provided packing slip in your package.
- Receive a QR code from us, which you need to present at a local UPS Store. They will scan the code and print the shipping label for you. Additionally, please print and include the provided packing slip in your package.
With either option selected, please disassemble your frames, and pack them back up as close to how they were shipped out to you as possible!
If your item arrives damaged or you receive the incorrect product, please upload a photo of the damage or the incorrect item for our review. If the outer box or packaging was also damaged during shipment, please provide photos of those as well. These images are crucial for us to file claims with the shipping courier. Subsequently, we will contact you via email to provide further instructions on how to proceed with your case.
When returning an item, it’s the buyer’s responsibility to ensure that the items are packed properly and protected during shipping. If any of the items are damaged while it’s returned to us we will assess the damage and will give a reduced refund. Item’s arriving with significant signs of use, damaged pieces, scratches, and that cannot be resold may incur a return deduction up to 50% of the purchased price.
Once our returns department has received your package the items will be processed and a refund will be issued within 5-7 business days.
If you require any additional assistance, please don’t hesitate to contact us directly at support@bigwalldecor.com or by calling 888-441-1246. We’re here to help!