Goodbye FAQs

It is with heavy hearts that we must announce the closure of Big Sister Swap due to funding constraints. We are committed to finding solutions that satisfy you. Please find answers to questions regarding our closure below, and please email us if you have any further queries.

Refunds & discounts 

We intend to refund all outstanding orders, and we endeavour to fulfil orders as best as we can by providing discount codes to use on our remaining stock.

We ask for your patience and understanding on this matter, and we will communicate if there are any changes to this policy and timeline. 

Discount codes must be used by 15th July. 

Items bought in our closing down sale are final and non-refundable. 

Can I make a return or exchange now?

Yes, you can still return items from your Swap orders but a stylist will not be able to pick the selection for you. You will be sent a discount code to select your own replacement item for free from our website or by visiting us in person. Your last date to return or exchange anything will be the 15th July.

Items bought in our closing down sale are final and non-refundable. 

How have you worked out the value of the items I’ve sent in?

We have used quality bands to value all of our stock to help us compensate customers who have a pending order with us. We have used the prices below to calculate the value we owe those customers, and we will also be using the same pricing to sell our remaining stock. 


Band A above 500g


Band A below 500g


Band B above 500g


Band B below 500g


Band C above 500g


Band C below 500g


Band D above 500g


Band D below 500g


Band E above 500g


Band E below 500g


Band F above 500g


Band F below 500g



If I don’t use my discount code to purchase items, can I request it in cash instead?

No, we do not have the funds to issue cash in exchange for clothing, as our main assets are our clothing which we have made available to purchase.

 Do I still receive photos of my personalised selection before you send it out?

No, we will send out any selections immediately in an effort to give us time to close down our service as effectively as possible. However, we will still accept returns and exchanges as outlined above.  

Can I ask for my original items to be sent back to me? 

As per our original disclaimer, we cannot guarantee that we will be able to send your original items back to you as we may have already rehomed them. However, we can look into this for you and if we still have your items, we can send them back to you and take their value off the discount code you will have been sent. 


Can my discount code only be used once? 

The discount code will 'expire' after one use, but we can continue to create new ones for you with the remaining value you are due. So please just drop us an email when you would like to use it and we can create one for you (and we can do this as many times as you need until you have used up all your credits!)