RMA and Merchandise Replacement
The standard procedure for RMA is the following
The original BigJoe.it RMA tag need to be attached to the product with its own intact security wire.
Customers must log into their personal account page and click on “Order history and details” not later than ten (10) days from merchandise delivery in order to ask for RMA. After selecting “details” of the order and a product to return, follow the instructions on the screen.
Once the RMA request has been received BigJoe.it will send an email containing the RMA number and the address to which send the package. The customer must write the RMA number on the RMA tag attached o the garments he's returning.
The garments must be returned in the same conditions they were shipped the first time, carefully packaged.
The merchandise replacement must happen within five (5) days from BigJoe.it's RMA confirmation. Bigjoe.it ensures that the garments on this site are in accordance to the images published herein and that all of them, are subject to inspection at the time of shipment and sent after checking that do not have obvious defects. In the event you encounter errors in shipments by Bigjoe.it, is required to follow the same instructions above. Bigjoe.it reserves the right to request photographic evidence before allowing returns for defective merchandise and bear the shipping costs for the return.
If the garments successfully pass inspections, Bigjoe.it will ship the items to the customer in return.
Bigjoe.it will not accept returned items that have been worn, washed or altered in any way.
Bigjoe.it reserves the right to inspect and assess the condition of the returned goods, possibly establishing additional charges for the relisting of the returned items.
Bigjoe.it reserves the right to refuse unauthorized returns.
RMA is free of charge, unless otherwise stated. Bigjoe.it offers the possibility of dispatching the returned goods by SDA courier: this service is for Italy only. In order to do this, call SDA customer assistance dialing 22.214.171.124 (call costs: 14 euro cent per minute) and ask for a national pickup reservation with “carriage forward” giving details of the recipient (Big Joe S.r.l. - Via Circonvallazione Orientale, 31 - 67039 Sulmona (AQ)) and the sender (including preferred day and hour for pick up). The RMA for size replacement is free of charge. Requesting a voucher has a cost of 8 euros, which will be deducted from the voucher amount.
RMA – EU, Extra EU The customer will be charged of the RMA cost, including local taxes and customs duties.The compensation for the returned merchandise will be made by issuing a voucher.
Customers may ask for a color or size change. In both cases a new order needs to be made.
The goods to return must be sent to Big Joe S.r.l., Via Circonvallazione Orientale n.31, 67039 Sulmona, AQ – Italy.We advice you to insure the shipment. The package travels at customers own risk therefore BigJoe.it is not responsible for any dismays, damages or delays in the shipping to our storehouses.
Size replacement and Vouchers
All returned merchandise is subject to inspection by Bigjoe.it and must comply with all of the parameters listed in the RMA process. Bigjoe.it reserves the right to possibly establishing additional charges for the relisting of the returned items. These amounts will be determined after an assessment of conditions in which the garments will be returned.Each item must be returned with all tags, packaging and accessories (dustbags, hangers, garment covers, etc.) received along with the order.All footwear and accessories must be returned together with their original box, which is considered to all intents and purposes an integral part of the product itself and that should not have been in any way damaged and / or altered.If the returned items successfully pass the inspection, the customer will receive a confirmation email by the Bigjoe.it's customer support.If the customer asks for a size change in compensation for the return, the shipping will be free of charge for orders above 50 euros (Italy only) or above 350 euros for other European countries.Change of size is possible only with a different size of the same item, if available. Only one merchandise replacement is allowed for any authorized return. You can not change the item with a different one. No refunds are provided but only vouchers.Vouchers made as compensation for the return are valid for sixty (60) days and have to be entirely used on a single order of the same or higher amount.