BIG Cologne Flag

Last updated: 22 January, 2026

1. Shipping Provider

We ship our products using DHL. All shipments are insured.

2. Shipping Costs and Delivery Times

Shipping costs and estimated delivery times depend on the destination country. All prices include statutory VAT where applicable.

• Germany
  Shipping costs: €4.99
  Estimated delivery time: 3–5 business days
• European Union (excluding Switzerland and the United Kingdom)
  Shipping costs: €13.99
  Estimated delivery time: 3–8 business days
• Worldwide
  Shipping costs: €29.99
  Estimated delivery time: 6–12 business days
• Switzerland and United Kingdom
  Shipping costs: €29.99
  Estimated delivery time: 6–12 business days

3. Free Shipping (Germany)

For orders with a total value of €100.00 or more, we offer free shipping within Germany.

4. Delivery Times

The delivery times stated above are estimates and refer to business days (Monday to Friday, excluding public holidays). Delays may occur due to high order volumes, customs processing, or circumstances beyond our control.

5. Customs Duties and Import Taxes

For deliveries outside the European Union, additional customs duties, taxes, or fees may apply. These costs are borne by the customer and are not included in the product price or shipping costs.

6. Transfer of Risk

For consumer purchases, the risk of accidental loss or deterioration of the goods passes to you only upon delivery of the goods.

7. Contact

If you have any questions regarding shipping, please contact us at ticket@bigclan.gg.

Last updated: 22 January, 2026

This policy explains (A) your statutory right of withdrawal under EU/German consumer law and (B) our voluntary return policy. Statutory rights always apply and are not limited by our voluntary policy.

A. Statutory Right of Withdrawal (EU / EEA Consumers)

If you are a consumer within the meaning of §13 BGB and your delivery address is within the European Union or EEA, you have the statutory right to withdraw from this contract within 14 days without giving any reason, unless a legal exception applies.

1. Withdrawal period

The withdrawal period is 14 days from the day on which you, or a third party designated by you (who is not the carrier), take physical possession of the goods.

2. How to exercise the right of withdrawal

To exercise your right of withdrawal, you must inform us (Bigleet GmbH) of your decision to withdraw from this contract by an unequivocal statement (for example by email or post).

Contact for withdrawals:
Bigleet GmbH
Wilhelm-von-Siemens-Straße 23e
12277 Berlin
Germany
Email: ticket@bigclan.gg

3. Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day on which we receive your withdrawal notice. We may withhold reimbursement until we have received the goods back or you have provided proof of return.

4. Return of goods

You must return the goods without undue delay and in any event no later than 14 days from the day on which you notified us of your withdrawal.

5. Exclusion of the right of withdrawal for customized products

The statutory right of withdrawal does not apply to contracts for the supply of goods that are made to the consumer’s specifications or clearly personalized, in accordance with §312g(2) No. 1 BGB.

This includes, in particular, products that are customized, personalized, or manufactured individually based on your selection, configuration, or design request.

Such customized products are therefore non-refundable and non-returnable, unless the product is defective or incorrectly produced.

6. Diminished value

For non-customized products, you are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

B. Voluntary Return Policy (Additional to Statutory Rights)

In addition to your statutory rights, we offer a voluntary return option for non-customized products within 30 days of delivery. This voluntary policy does not apply to customized or personalized products.

1. Eligibility for voluntary returns

To be eligible for a voluntary return, the item must be unused, unworn, with tags attached, and in its original packaging. Proof of purchase is required.

2. Exclusion of customized products from voluntary returns

Customized or personalized products are excluded from voluntary returns and refunds.

3. Defective or incorrect customized products

This exclusion does not affect your statutory warranty rights. If a customized product is defective or does not match the agreed specifications, please contact us immediately so that we can remedy the issue.

4. Refunds

Refunds for eligible returns are issued to the original payment method. For statutory withdrawals, refunds are processed in accordance with legal requirements. For voluntary returns, refunds are processed after inspection of the returned goods.

Contact

If you have questions about withdrawals, returns, or customized products, contact us at ticket@bigclan.gg.