CUSTOMER SERVICE

 

  1. How do I contact the Bigolu Customer Support Team?

You can reach us through the Contact Us link on the bottom of each page. OR  please email us directly at  support@bigolu.com

  1. How long will it take Customer Service to respond to my email?

Please expect a response within a couple of hours Monday-Friday and a bit longer on Saturday, Sunday and Holidays.

 

SHIPPING AND CUSTOMS

 

  1. When will my order be processed?
  • All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 
  • We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 
  • Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
  1. How will my order be shipped?

 All products on Bigolu are shipped by China Post Air Mail. It usually takes 15-38 days to deliver the product for most of the countries.

  1. Will I be charged with customs and taxes?
  • The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
  • Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
  • Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 
  1. When can I expect to receive my order?

All orders are  delivered in 3-5 business days , after placing the order.

Packages are delivered between Monday to Friday. There are no deliveries on Saturday, Sunday and on public holidays.
Please note that Bigolu is not liable for any shipping delay, or loss of any kind resulting from unforeseen and uncontrollable circumstances, such as: recipient was unavailable or un-contactable; orders with incorrect address; unfavorable weather conditions and so on. Should there be any unforeseen delay, we will try our best to notify customers of the delay and estimated delivery date.

    7. When and how can I cancel my order?

 You can cancel your order before it reaches the "Order Shipped" state. To cancel, please Contact Us with the order number.

 

RETURNS

 

  1. How do I return an item?

You can return an order by following these steps: 
We accept returns only when the product is damaged/defective upon receiving it. Please notify Bigolu through phone or email within 3 working days. Pack the product which should include everything from the originally delivered package including price tags, labels, original packaging, freebies and accessories with complete parts and accessories.Take a photocopy of your product bill and keep it with you for future reference and attach the original product bill along with the product. Once we receive an email confirmation from you, we will schedule a pick up for the product.
Important:
• The product should also be in unused, undamaged and original condition.
• Returns are subject to the return policy that is applicable to the product category. 

 

  1. Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

  1. What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 3  days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

  1. How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

  1. When will I receive my refund?
  • All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
  • If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

 12. Will I get a Refund If I do not get a replacement/exchange as requested?

Replacements/Exchanges are subject to defective products upon our assessment and with the product company’s replacement terms and conditions. Money will not be refunded when a product’s service/replacement is possible.
Refund is subject to defective products upon the product company’s refund terms and conditions after assessment of your product when there is no stock available to replace on our successful pick up of the product at your own cost.

 

13. When are returns not possible?

There are certain scenarios where it is difficult for us to support returns
• Return request is made outside the specified time frame
• Product is damaged because of use or Product is not in the same condition as you received it
• Products with tampered or missing serial numbers
• Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories

 

 

SECURITY

 

  1. Is it safe to shop on-line at Bigolu.com?
  • At Bigolu.com, we ensure your privacy and on-line shopping data security.
  • We are secured by a VeriSign 256 bits SSL authentication to guarantee that your personal information  is encoded and secure when you communicate with Bigolu.com
  • We don't store any credit card information. All billing information  is processed by PayPal.com, an online platform owned by eBay, considered the most trustworthy worldwide today. PayPal employs multiple industrial security technologies. Also, CCAvenue , which is the main Payment Gateway Service Provider, approved by Indian monetary foundations, to designate Sub Merchants. It acknowledges and approves Internet payments through Credit Card, Debit Card, Net banking, ATM-cum-Debit Card, Digital and Mobile Wallets, Mobile Payment and Cash Card modes from the end customers in real time. They provide a secure link between our website, various issuing institutions, acquiring Banks and the payment gateway providers.
  • We ocassionally convey email promotions and bulletins to our clients. These email are sent sparingly (around 1 every month). You can pick in and quit whenever.
  • We will never share your personal data with anybody, and any personal data gathered by us is just used to appropriately handle and deliver your order .