Frequently asked questions
Your Satisfaction is Important to Us
How Do I Contact You Quickly?
Do you have a question about a product or your order? We are here for you. Simply get in touch with our customer service and we will be happy to help you. You can also reach us during our business hours at +49 4192 8919083, visit us directly in Bad Bramstedt, or send an email to info@big-difference.com at any time.
Who are my contacts?
To shorten the response time to your request, you can directly contact the right person for your concerns by calling +49 4192 8919083 or by emailing info@big-difference.com.
- Lars Haselbauer – Managing Director, Purchasing
- Adam Piechowski – Managing Director, Marketing
- Anna Schulte – Accounting, Customer Care
- Lisa Herdtweck – Graphic Design
Order
When Will My Order Be Processed?
We strive to keep the time between your order and delivery as short as possible. Orders are usually shipped within 1-2 business days.
Will My Shopping Cart Be Saved for a Later Order?
Your shopping cart will only be saved if you have created a customer account and are logged in at the time the cart is filled. If you have a customer account, you can alternatively create wish lists. All items saved in a wish list will not be automatically deleted after a purchase, but will remain there until you actively delete them.
How Can I Cancel My Order?
To cancel your order, please contact us immediately by phone during our business hours at +49 4192 8919083 or by email at info@big-difference.com. If cancellation is still possible, you will receive an automatic cancellation confirmation by email.
Why Was My Order Canceled?
If a cancellation was not initiated by your own request, it is likely a cancellation of items from your order that cannot be delivered due to a stock shortage. The purchase price for the non-deliverable items will be refunded to you immediately.
Shipping & Delivery
How Can I Track My Shipment?
If you have selected a trackable shipping method for your order, such as DHL (parcel), you will automatically receive a tracking number by email from our shipping department. Unfortunately, there is no tracking available for small shipments via Deutsche Post (large letter, etc.).
Where Can I Personally Pick Up the Ordered Goods?
Please select self-pickup in Bad Bramstedt during the ordering process. You can find us in the district of Segeberg, Schleswig-Holstein, directly on the A7 at the address Am Hasselt 20c, 24576 Bad Bramstedt. We recommend arranging a short appointment with us, so we can serve you optimally on-site and avoid unnecessary waiting times for assembling your order in the warehouse. You can pay for your order already in the checkout process. However, it is also possible to pay the invoice on site in cash or with an EC or credit card.
Return & Refund
How Do I Return an Item?
You can return your ordered items according to our General Terms and Conditions and Cancellation Policy. We especially recommend choosing insured parcel shipping for returning higher-priced items.
Can I Return an Item for Free?
As part of our General Terms and Conditions and Cancellation Policy, you bear the direct costs of returning the goods.
How Do I Complain About an Item?
If the item was purchased directly from us: Please contact us directly by email at info@big-difference.com and provide us with a detailed description of the error, if possible. We will inform you about the further procedure separately.
If the item was purchased from a specialist dealer: Please contact your dealer, who will initially accept and check the complaint. If the dealer cannot solve the problem themselves, they will contact us and we will jointly look for a customer-oriented solution.
When Will My Return Be Credited?
As a rule, the return is checked within 5 working days of receipt. The purchase amount will then be refunded immediately using the same payment method used for the order.