Shipping and delivery policy

Creators are the sellers on bigfann. They pack and ship their own physical products and their Made to order parcels; bigfann does not run a warehouse or a courier. bigfann collects the payment, shows the tracking, and holds the creator's money until the order is delivered. This policy is part of the Terms of use and works together with the Refund and cancellation policy.

Where we deliver

Physical orders ship to addresses in India, with a six-digit PIN code. Digital products, courses and Made to order files are not shipped: they open in the app once paid for (Made to order files unlock once the order is paid in full).

Shipping charges

The creator sets the shipping charge for each product, and may make shipping free above an order value. The charge is shown at checkout, before you pay, and is part of the order total.

When it ships

• Shop products. Each product can show a dispatch time, for example "Ships in 3–5 days", which is the time the creator takes to send it out after you pay.
• Made to order parcels. The creator makes the piece first and ships it by the delivery date agreed in the quote. With half now, half later, the creator sends photos of the finished piece; you pay the rest to approve it, and then it ships.

Tracking

When the creator ships, they add the courier name and the tracking number (and a tracking link where the courier has one). The order in the app shows them, and you are told it has shipped. The creator marks the order delivered when it arrives.

Late, lost or damaged parcels

• Not shipped in time. If an order has not shipped within its dispatch time, raise it from the order (Get help). bigfann may cancel an undispatched order and refund it in full.
• Lost in transit. The creator is responsible until the parcel is delivered. If tracking shows it lost, raise it from the order; you get a replacement or a full refund, and bigfann reviews it if the creator does not answer within 3 days.
• Damaged, defective or wrong items. Request a return from the order after delivery, with photos. These items are always returnable, and the return shipping is not charged to you.
• Made to order parcels are accepted automatically 7 days after they are shipped unless you use Report a problem on the order first; the money stays frozen while bigfann looks at it.

When the creator is paid

The creator's money from a shop order becomes available 7 days after it is marked delivered. For Made to order it becomes available once you accept the work or it is accepted automatically. While a return, a dispute or a lost-parcel claim is open, the money is held.

Questions

Write from the order in the app (Get help), or to the grievance officer:

Grievance Officer · mike@bigfann.com