Thanks for visiting BIGhedz. We’ll do all we can to ensure you have an enjoyable shopping experience on our site, and that you are completely happy with your masks & other products purchased.

Having said that, here’s the legal bit…

1. Introduction

These terms and conditions apply to the use of this website, http://www.bighedz.com (the “Website”). By visiting bighedz.com or by placing an order, you confirm that you have read these terms and conditions and agree to adhere to them in their entirety.  If you do not agree to these terms and conditions, you must not use this website.

We may update or vary our terms and conditions from time to time, so please check this page for the latest version whenever you visit bighedz.com.

You will be able to access most areas of bighedz.com without registering your details with us. Other areas of the website are only available to you if you register.

2. Trading details

Bighedz.com is a site operated by BIGhedz.

Registered office:

BIGhedz HQ, 104 Queens Road, Sheffield, S20 1DW, United Kingdom
Email address: contact@bighedz.com

3. Ordering from us

3.1. Product description

We endeavour to make sure that every product on bighedz.com is shown accurately and that prices are correct. However, small variations in colour, artwork typefaces and design layout may occasionally occur.  BIGhedz disclaims all representations and warranties that the information and content on this Website is accurate, complete, up to date or does not infringe the rights of any third party.

3.2. Placing your order

When you place an order with us (by choosing an item and completing your purchase with our online checkout process), we will forward via email an order acknowledgement. This will contain the detail of your ordered products. Please note that your completion of the online checkout process does not constitute our acceptance of your order.

Our acceptance of your order takes place only when we have dispatched it. A ‘purchase contract’ between you and bighedz.com is therefore made at the point of dispatch, not at the point of payment. If you have chosen to cancel your order, or if we give notification to you that we cannot accept your order, then no purchase contract will have been made. 

Very occasionally, we may not be able to accept an order for the following reasons:

  1. If, unfortunately, your chosen item is out of stock.

  2. Authorisation for your payment could not be obtained.

  3. If there has been a product description or error in pricing.

  4. If you do not meet any eligibility criteria set out in our terms and conditions

  5. If an order for personalised products contains reference to any copyrighted information where permission has not been obtained.

  6. If an order for personalised masks cannot be produced as the image forwarded is too low quality to enlarge and use, or the file forwarded is corrupted.

  7. If an order for personalised masks has a delivery date that is shorter than our 72hr turnaround time, plus the chosen delivery methods estimated delivery time.

  8. If an order for personalised products contains content which is threatening, defamatory, offensive, obscene, indecent, pornographic, abusive, liable to incite racial hatred, menacing, discriminatory, scandalous, blasphemous, inflammatory, in breach of confidence, in breach of privacy or which may cause inconvenience or annoyance.

We reserve the right to cancel your order at any time and issue a full refund. This does not affect your statutory rights.

3.3. Personalising your masks and gifts

bighedz.com aims to provide you the customer with a fast, high-quality service and product. Please double-check your order on screen and your emailed e-preview proof carefully prior to confirming to proceed to production. We cannot refund items where the personalisation of a product has been mis-spelt, or the incorrect image provided, due to an error made by you. You can only make changes to your order prior to your final confirmation to produce your order. If you are uploading a photo, images must be in JPEG, PNG or GIF format. Any other format such as Word documents and PDFs cannot be accepted.

For best results, we advise that you read our guide “Image Tips”, which details the best ways to ensure the image(s) you forward to us are the best you can obtain. Please try to avoid images from Facebook & other social media, as they are rarely high enough quality to enlarge & use as they have been compressed on upload by their software. All orders for personalised masks are forwarded an e-preview proof within 24hrs of order completion, for you to view the image at mask size for your final confirmation to produce.

3.4. Ordering multiple products

  • Multiple items can be ordered at the same time and will be despatched on the same day if they are not products of a personalised nature.

3.5. Payment

At BIGhedz, you can pay for your goods using credit or debit card, and PayPal.

You do not have to have PayPal account to purchase your order. You can pay via your chosen card within PayPal as a “Guest”.

4. Supply and pricing of goods

4.1. Supply of Goods

  • The products sold on our website are manufactured and shipped from a range of different in-house and third-party production facilities based in the UK.

4.2. Prices and sales tax

All prices shown on the website include sales tax at the prevailing rate if applicable. Specific details regarding sales tax are outlined below:

Goods shipped from the UK

The prices of goods shipped from the UK include VAT at the prevailing rate (The standard rate is currently 20%).

4.4. Postage and packaging charges

Product prices are shown exclusive of postage and packaging charges. Charges for postage & packing will be shown separately at the checkout for your choice of delivery method. It will be clearly stated within the product page if an item includes postage & packing.

4.5. VAT Receipts

If you require a Full VAT invoice, these are available upon request. Please allow up to 10 working days for this request.

5. Delivery

All orders for products that are non-personalised and are completed in full before 14:00hrs on the day of purchase will be sent the same-day. For personalised items please be aware that there is a turnaround time 72hrs from confirmation of your images(s) for your order. Your time of confirmation will be governed by the date & time at which we receive your final image confirmation by email in reply to our e-preview proof sent to you.

We know that for special occasions it is important that your masks & items arrive on time for that special occasion. Please order your masks & items at your very earliest convenience to avoid disappointment, and chose the most viable delivery method at checkout to ensure your masks & items arrive in time.

Delivery times and charges will differ depending on your products ordered and your preferred delivery method. Please see the table below for further information.

5.1. Dispatch information

Please note:

  • The date of dispatch is the day we SEND the item you have ordered, NOT the day it will be delivered.

  • Please remember to use your postcode. Believe it or not your order is likely to arrive much faster if you use your postcode. You’d be surprised how many people fail to use it!

  • Not sure of your postcode..? Use the Royal Mail’s handy postcode finder www.royalmail.com

  • We are not liable for any items which are not received due to the information you provided to us being incorrect.

5.2. Delivery and postage of masks & items

If you want to check the postage and packaging cost of your order, simply place the items in the online shopping basket, with the correct quantity selected and the delivery cost will be shown. This initial charge is based on our economy shipping charge (Royal Mail 2nd Class). For faster delivery methods & charges please continue to checkout, where charges will be highlighted. All masks & items are posted by Royal Mail Second Class, unless other delivery methods & charges are chosen at checkout.

Postage charges are calculated based on item weight & size, so the cost will increase on heavier or larger orders. The postage cost is inclusive of all packaging.

Please note:

  • Orders can only be sent to addresses in the UK.

  • Our masks are dispatched within board backed envelopes, ranging in size from A4+ (23cm x 33cm) to A3+ (31cm x 45cm) and the A3+ size will not fit through a standard letter-box, so the recipient will need to be at the address to receive the order. If no one is in, the item will be returned to the nearest Royal Mail depot, awaiting collection or redelivery. A calling card will be left detailing its collection.

Postage timings

Order Placed (UK)

Sent by us

Estimated arrival

Before 2pm Mon-Fri

Same day

The Royal Mail advise that 93% of First Class post in the UK will arrive the following day, unfortunately the other 7% can take up to three days.

After 2pm Mon-Thur

Following day

After 2pm Fri

Following Monday

Saturday & Sunday

Following Monday

Public Holidays

Following working day

If possible, please allow three working days from dispatch for your items to arrive by Royal Mail 1st & 2nd Class. All times are estimates. If it is critical that your order arrives by a particular day and you have left it to the last minute, please choose the appropriate delivery method to meet your deadline and avoid disappointment. Refunds will not be given for Personalised Items unless they are faulty, and are exempt from distance selling regulations.

Special Delivery Timings
If your order is being dispatched to a UK address, and you have the complete postcode, you can also choose Royal Mail Special Delivery. This service comes at an increased cost as detailed within the checkout process.

A special delivery ordered before 2pm and despatched Monday - Friday is guaranteed for delivery before 1pm the following working day (exceptions do apply to remote destinations within the UK, please see our delivery policy for a full list. Royal Mail do not guarantee special deliveries to arrive on a Saturday via their standard guaranteed next-day delivery service, but do also offer Guaranteed Saturday Delivery but there is an additional charge. The charge will be shown at checkout for selection. If a Special Delivery item cannot be signed for, it is returned to the depot and can either be collected in person from the local Post Office, or redelivered at a later date.

6. Privacy Policy

BIGhedz is committed to protecting your privacy. The following details are provided for you to to understand how your personal information will be handled. If this privacy policy should ever change in the furure, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

Your personal information

When placing an order, the following information will be collected from you – your name, address, telephone number and email address. This information allows us to process and fulfil your order and to send confirmation of the details of your order.

Your full card details are not recorded or stored in our database. They are transferred securely and are encrypted to one or more third party payment service providers for immediate authorisation. Once payment authorisation has been received from the payment service provider we will confirm your order.

Using your personal information

BIGhedz will use the information that you provide us for marketing purposes and to notify you about improvements and enhancements to our online shop. We would like to keep you informed about our products and services and notify you of special offers that we think may be of interest to you.

However, we will not pass on your details to other organisations. Your information is solely kept for the purpose of fulfilling an order and keeping you up to date of the latest information regarding BIGhedz. Should you not wish to be informed of BIGhedz latest offers please e-mail contact@bighedz.com to be removed from our database.

Security of your Account and Password

You must not share the User name and password that you registered with BIGhedz with anyone else.

Rest assured, your password will remain encrypted and we do not have access to it. If you forget your password, you can request to reset it. By requesting to reset your password an email will be sent to your registered email address of your Account, containing a link to reset your password. After setting up a new password you will then have access to your account.

You are solely responsible for maintaining the confidentiality of your password and any other identifying information.

Please note that we are entitled to treat anything done while your account is logged into the website, or by means of an email address, phone number or other communications method associated with that account, as having been done by you. It is your responsibility to maintain the security of your BIGhedz account.

Email newsletter

If you sign up to our newsletter we may use your email address to send you information about products or services.

You can opt out of these services at anytime, please contact us at: contact@bighedz.com.

7. Cookies

You can find out about our use of cookies here.

8. Right to cancel

All customers have the right to cancel their orders under “The Consumer Contracts Regulations” which gives consumers extra protection when buying online. 

You have the right to cancel the purchase of a good without having to give a reason at any time within the "cooling off period" of seven working days, beginning on the day after you receive the goods.

If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error) as soon as possible once you have cancelled the contract.

We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

Once we have received notification that you wish to cancel your order we will advise you on whether you are eligible for a refund or a replacement.

Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 14 days of your purchase.

1. Please email contact@bighedz.com to request a return and we will advise whether the item is eligible for a refund, and then if eligible assign you a tracking number.

2. Send your returned item to:

     BIGhedz HQ
     Returns Department - Tracking Number ??? (as given in reply to return notification)
     104 Queens Road
     Sheffield
     S20 1DW
     UK


3. Include in your package, your original order reference, and the reason for the return.


Return Exceptions:

Items cannot be returned if they are opened from their sealed packaging.

Items that has been worn, used, or altered will not be accepted for return or exchange.

Personalised Masks & other Personalised Items

Personalised items are non-returnable and are exempt from the distance selling regulations. These are items that are made bespoke to your specification. Once your image and/or text wording has been confirmed by yourself to proceed with production it cannot be cancelled. Please check your final proof of your item carefully prior to your final confirmation.

Return Shipping:

All return shipping costs are to be paid by the customer, unless an item is being returned with a fault. If the item is faulty then the return shipping fee will be refunded on receipt of goods.

On confirmation that your order has been cancelled any sum debited to us will be refunded to you as soon as possible and in any event within 30 days of your cancellation.

You will not have any right to cancel a purchase for the supply of any of the following goods:

for the supply of good made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

9. Intellectual Property

All text, software, music, sound, photographs, graphics, video, page layouts, design and other material that appears on the Website is protected by BIGhedz’s or third party copyrights, trade marks, service marks, patents or other proprietary rights and laws. "BIGhedz" is our registered trademark, and you agree not to display or use it in any manner without our prior written consent.

You may use and access BIGhedz to the extent required for the use of the website in accordance with these terms, and for the purpose that we make them available. You are not allowed to remove any copyright, trade mark or other intellectual property notices contained in material taken from BIGhedz.

No-one may copy, distribute, show in public or create any derivative work from BIGhedz, or any of the material which is found on BIGhedz unless properly licensed in writing by us to do so. You are not allowed to use BIGhedz (or to copy or use any material found on BIGhedz) for any commercial purpose other than to conduct the purchase of a product from BIGhedz.

No-one may use any robot, spider, scraper or other automated means to access BIGhedz for any purpose without our prior written permission.

Our masks are produced from photographs that we either have copyright, or are licensed under copyright, or are in the public domain. They are unofficial images and are not endorsed or authorised by the person depicted, or by any third party on their behalf.

10. Suspension

We reserve the right at any time and without notice (a) to suspend or terminate your ability to access BIGhedz, (b) to suspend or terminate your use of all or part of the services and/or any then-current orders for products, and/or (c) to take technical and legal steps to stop you from using BIGhedz if you appear to be in breach of any provision of these terms & conditions. Should we do so, you acknowledge that we shall not incur any liability to you or to any other person.

In addition, we are entitled to suspend provision of all or part of the services at any time if we are obliged or advised to comply with an order, instruction or request of any limb of government, or any court, regulator or other competent authority.

11. Notices

All notices you send us must be sent to the contact details on this site www.bighedz.com. We may give notice to you at either the email or postal address you provide to us when making a purchase. [Notice will be deemed received and properly served 24 hours after an email is sent or three days after the date of posting of any letter.] In providing the service of any notice, it will be sufficient to prove, in the case of a letter, that the letter was properly addressed, stamped and placed in the post and, in the case of an email that the email was sent to the specified email address of the addressee.

12. Conclusion

We reserve the right to change these terms & conditions from time to time, and post the new version on BIGhedz. New versions of these terms & conditions will take effect immediately upon the date of posting (or any later date as indicated in the relevant posting), if the changes are not reasonably capable of adversely affecting you - examples of which would include, without limitation, (1) changing the name of, and/or the web-address that you use to access, BIGhedz, and (2) the refinement of provisions that are already included or referred to in these terms & condition.

If you do not wish to be governed by the latest version of these terms & conditions, you must cease to use the services and BIGhedz. For the avoidance of doubt, we will not have any liability to you in that event.

These terms are governed by English law. Any contract for the purchase of goods from this site and any dispute or claim arising out of or in connection with any such contract will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident in Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident in Scotland you may also bring proceedings in Scotland.