The Mouse/The Mask

To which countries do you deliver?

We ship worldwide, however some products may have territorial restrictions. Please do not hesitate to contact us in order to find out how to obtain the products that are not available for purchase in your territory.

What forms of payment do you accept?

Stripe, PayPal, Visa, MasterCard.

How do I know if my order is being processed?

A confirmation email will be sent to you once your payment has been confirmed. If you have not received it, look at your spam folder; If necessary, send us a message at order@bigwax.io.

Once your order is shipped, you will receive a confirmation email again with your tracking number.

How long will it take to send my order?

If your order is placed before 1 PM (time in Paris, France), your order will be processed and sent the same day. If it is placed after 1 PM (time in Paris, France), your order will be sent the next working day.

Can I place an order now for despatch at a later date?

We do not currently offer this solution. All orders are processed as quickly as possible.

Is the payment transaction on Bigwax secure?

We use the HTTPS (Hypertext Transfer Protocol Secure) protocol. This Internet communication protocol protects the integrity and confidentiality of your data when transferring information between your computer and the website.

Can you guarantee delivery on a specific date?

Standard shipments do not guarantee delivery on a specific date, the displayed time is therefore approximate. However, the express shipments are guaranteed, and the delivery time is indicated when choosing the means of transport from your cart.

A product that I recently saw on the site is no longer visible at all on the site. Can I still order it?

If a product does not appear anymore, it does not mean that it is out of stock. This means that the producer no longer has the necessary rights to offer it for sale on Bigwax. However, in this case, please do not hesitate to contact us at order@bigwax.io.

Is there a discount if the amount of my order is important?

There are no discounts or coupons in place at this time. If you are a professional and wish to order at the reseller price, contact us at distribution@bigwax.fr.

Is it possible to withdraw my order directly from your offices?

On-site withdrawal is not possible yet.

Can I change the delivery address of my order?

Our general conditions as well as those of the banking establishments attached to our platform, Stripe and PayPal, stipulate that when placing an order, the delivery address must be identical to the postal address registered in the Stripe or PayPal account used for the payment. Thus, any change of address must be subject to an order cancellation, then a new order with the two identical addresses.

Why ? : In case of a dispute, Stripe, like PayPal, will close any claim against us due to the mismatch of the delivery addresses.

What happens when I combine in my cart both a product available in stock and a pre-order product?

In this case, you pay two separate shipping costs. The product in stock is shipped directly and the pre-ordered product on the date indicated on the product info sheet.

When sending my order, will my package be sufficiently protected?

We use high-quality packaging adapted to each product to maximize the chances of a delivery in the best conditions.

Is my invoice attached with the shipment?

No, your invoices are available and downloadable from your client space.

I’m order from outside the European Union. Will I have to pay the VAT?

Orders made from outside the European Union are not subject to the French VAT of 20%.

I am ordering as a company with an Intracommunity VAT number. Can I order without paying the VAT?

If you are a professional or a company with an Intracommunity VAT number, please contact us at order@bigwax.io.

Can I add products to an already validated order?

It is not possible to add products for an order whose payment is already confirmed. If this is an oversight in your order, please contact us at order@bigwax.io.

What happens if my payment by credit card is not validated?

In this case, the first thing to do is to contact your bank. It is possible and frequent for banks to block payments made on-line to other continents (e.g., An order placed from the United States to a French platform)

A simple explanation of your intentions to purchase products from our site will allow your bank to unblock this payment.

What happens if an order has been misplaced by the transportation service?

All our packages are tracked. If the status of the shipment does not confirm the receipt of your order, we will apply a period of one month to open an inquiry to the transportation service and evaluate the loss of your order. If the loss is proven, we will refund your entire order.

For all orders placed outside the European Union, this probation period is 2 months.

What happens if my order is damaged during shipping?

In this case, we ask you to email us with photos of the package and the damaged merchandise. These photos should make it possible to identify your details on the packaging. Then we will replace the damaged product(s).

What happens if the contents of my delivery do not match my order?

In this case, we will replace your order as soon as possible and provide you with a return receipt for the goods delivered in error.

I no longer want an order. Can I return it?

Once your order has been validated, you have a 14-day withdrawal period. During this time you can return your products to us and transportation will be at your expense; The full refund of your products will be done after inspection of these.

You will be responsible for the mode of transport chosen to carry out this return, and you commit to using suitable packaging, allowing the return of your products in the best conditions. This is required in order to guarantee you the refund.