CUSTOMER SERVICE

Big Drop NYC

Attn: Online Department
174 Spring Street
New York, NY 10012
Telephone: (212) 343-3200 x1

 

RETURNS & EXCHANGES

What’s our return policy?

We want you to be happy with all your orders. If you aren't satisfied, we are happy to accept your return items. All returns must be postmarked within 14 days of the customer receiving the order. Returned merchandise must arrive with the receipt, the Return/Exchange form, all original tags attached, and in the same condition the item was received (unwashed and unaltered). If a customer would like to request a refund to the original form of payment, they must contact Web Customer Service within 7 days of receiving the merchandise for a Return Shipping Label.

Please note that all sale items, accessories, shoes, swimwear, intimates, and gifts cards are FINAL SALE. Returns or exchanges on these items will not be accepted.

All returns should follow the instructions below:

  1. Request a return label by emailing sales@bigdropnyc.com.
  2. Fill out and include the Return/Exchange form, as well as a copy of the invoice that was provided in the original package.
  3. Mail package to:
Attn: Online Department
174 Spring Street
New York, NY 10012
 
Refunds

If a customer would like to request a refund to the original form of payment, they must contact Web Customer Service within 7 days of receiving the merchandise. When contacted, the customer will be provided with a return shipping label. Items must be postmarked within 14 days in order to be considered for a refund. A $10 processing fee will be deducted from the final refund amount. Original shipping charges will not be refunded. Customers must allow up to 14 business days for refunds to be processed and appear on original form of payment.

Customers who contact customer service after 7 days or postmark return items after 14 days are not eligible for a refund, but are eligible for store credit. Store credit will not be given for items that are returned after 30 days from the date of the original order.

Exchanges and Store Credit

Customers can exchange an item or receive store credit as long as the items are postmarked within 14 days of the date the order was received. Customers should contact sales@bigdropnyc.com. for a return shipping label. There is no processing fee on items that are being returned for store credit or exchange.

Exchange

An item may be exchanged for the same style, in either a different size or color, as long as the requested merchandise is in stock at the time we receive the original item. Please provide us with the size or color that you would like to swap into on your exchange form. For more information please contact sales@bigdropnyc.com.

Store Credit

Once we have received and processed your return, you will receive an email with your Online Store Credit Code. To use it, simply type the code in the Gift Card box upon checkout. Online Store Credit is not transferable, and is intended for online use only. An in-store credit can be made available upon request, by emailing sales@bigdropnyc.com

In Store

Customers may exchange or receive store credit for items bought online at any of our store locations. Simply bring the unworn merchandise with tags attached and receipt to a sales associate at any one of our stores. The sales associate will provide you with a receipt of your exchanged or returned item. Our store locations cannot issue refunds for online purchases in-store.

SHIPPING & HANDLING

Orders are processed Monday through Friday, excluding holidays. Orders received on after 3pm EST, on weekends, or on holidays will be processed on the next business day. Shipping times may vary due to availability of merchandise.

Big Drop offers four types of shipping options for delivery within the United States. At this time, we are unable to ship to P.O. Boxes. All packages are shipped via UPS with the following shipping options:

  1. Ground
  2. 3 Day Select
  3. 2nd Day Air
  4. Next Day Air
  5. In-Store Pickup (Free)

Tracking Your Order

To track your shipment via UPS, refer to your Order Confirmation email for the UPS tracking number; then simply enter your tracking number on the UPS website at www.ups.com to track your order shipment.

Free Shipping

We offer free delivery on orders over $125.00

Sales Tax

Sales tax is charged based on the customer's shipping address, only in states where bigdropnyc.com has brick and mortar locations. Currently this includes:

New York:

0.00% will be applied to all clothing and shoes under $110
8.875% will be applied to all clothing and shoes that are more than $110
8.875% will be applied to all accessories

Florida:

Florida has a general sales tax rate of 6%

ONLINE SECURITY

Protecting your information is our highest priority. We have developed several safeguards to keep your information completely confidential. To proceed to checkout, you must enter your e-mail address and create a password. The checkout process itself employs Secure Sockets Layer (SSL)* technology to insure your safety. SSL encrypts your order information and sends it to a secure server, making it impossible for that information to be decoded by a party outside of the company you shop with. Furthermore, only our company will have your information; other members of the Magento community will not have access to your information unless you decide to shop with them. To check the security of your connection during checkout, look for the unbroken key or closed lock at the bottom of your browser window. This indicates SSL is active.

Our Privacy Statement

When you purchase from our online store, we collect your name, billing and shipping addresses, phone number, e-mail address, and credit card information. You provide this information so we can process and ship your order. We respect your privacy by not selling or sharing this information. We encourage you to sign-up for our e-mailing list, which provides you with advanced notice of store sales, new merchandise, and other store-related events.