Following the Victorian Government’s announcement, our priority is the safety of our customers, team and community.
The physical doors to our Melbourne stores are temporarily closed until restrictions are lifted, however, we are open for you online and have adapted quickly to offer Contactless - Pick up - Direct to boot from 20 of our 22 Melbourne stores. (For our Queen Victoria and South Yarra stores, the Contactless - Pick up service will be available through the front of the store.)
Here’s the latest updates for Victorian customers to help answer your questions on lay-by, returns and ordering online.
Stay safe, Victoria.
Ordering Safely Online
For all our Victorian customers, we also now offer free home delivery for orders over $40* to make it that bit easier for you to shop for your essentials. Terms and conditions apply, click here for more information.
This exclusive FREE Delivery offer for Victoria will override any other national free delivery offers. You can rest assured that if you are in Victoria, your spend of $40* or more will have Free Delivery automatically applied to your online order at checkout.
Contactless Home Delivery
In order to protect the health of your household and our delivery partners, signatures for home delivery are no longer required.
Please note that our home delivery partners are currently experiencing delays. This means that your order may take longer to get to you. We apologise for any inconvenience that this may cause.
For more information on home delivery, click here.
Contactless - Pick up - Direct to boot NEW
We can now offer a free Contactless - Pick up - Direct to boot experience for your Pick up orders at over 80 of our stores across Australia. This service is now available at external collection zones to our stores.
When you place a Contactless - Pick up - Direct to boot order, you’ll receive instructions on where to collect your order as it varies by store. The specific instructions will be included in the confirmation email you’ll receive when your order is ready to collect.
For more information on Pick up - Direct to boot, click here.
Contactless Pick up
We offer Contactless - Pick up - Service Desk (for all stores that are open), in line with the social distancing advice of the health authorities.
When you arrive at the Service Desk to collect your order, simply show your photo ID and order number. One of our friendly team members will ask you to place your photo ID on the counter and will maintain social distancing when completing the contactless verification.
Your name will be recorded by our team into the signature box to confirm your order collection, and your parcel will be placed safely on the counter for collection.
For the health and safety of our communities, please respect social distancing when in store.
For more information on Pick up, click here.
For stores that are temporarily closed, a Contactless - Pick up - Direct to boot service will be offered, or in the case of Queen Victoria and South Yarra stores, the Contactless - Pick up service will be available through the front of the store.
Contactless - Pick up - Direct to boot: Pick up your items from the store without the need to leave your car. When your order is ready, you’ll receive an email with specific instructions on where to drive to collect your order. Park in the line marked and signed parking bays for Direct to boot. Using the link from your email or SMS, you’ll be able to advise “I’m here” to let our friendly staff know you have arrived. A team member will then approach you in your parked car to assist with your Contactless - Pick Up.
Front of Store Pick up: More information on how to collect your items will be emailed to you when your order is confirmed as ready for collection. The email will contain specific instructions on where to go to collect your items for your nominated store.
For the lockdown period in our 22 Metropolitan Melbourne stores, rest assured your layby is safe with us. We’ve made the following changes to our lay-by policy until our stores re-open:
- We will not cancel your layby over this period - payments can go on hold and we can restart your payment schedule when our stores reopen - at your convenience.
- If you would like to make a layby payment: call the store where your layby is held to make a payment over the phone.
- Collecting and finalising a layby: to finalise your layby, make your final payment over the phone, our team will schedule you in to make a contactless pick of your lay by, when you arrive to collect your contactless layby, you must have your ID.
Change of Mind
If your store has temporarily closed and you have something to return, not to worry, we will honour all change of mind returns and waive the 90 day period. If you do change your mind, please follow our Change of Mind Policy and you will have 90 days from the day your store re-opens to return the product.
Any online order returns can follow the online returns process which exists.
If you have a faulty product and can't return it to a store because of COVID 19 lockdown or your nearest BIG W store is one of the 22 Metropolitan Melbourne stores temporarily closed, please contact our BIG W contact center on 1300 244 999 or email firstname.lastname@example.org. Please have your proof of purchase ready so we can assist you.
For more information on returns, click here.
Temporary Store Closures
Due to Victoria’s announcement of stage 4 lockdown in Metropolitan Melbourne, the following BIG W stores will temporarily close:
|Altona Meadows||Box Hill|
|Queen Victoria||South Yarra|
Our remaining 9 regional stores in Victoria as well as stores in all other states will remain open for customers to safely shop.
Frequently Asked Questions
The health and safety of our customers and team members is our first priority. In the unlikely event that a team member or customer has a confirmed diagnosis of COVID-19 by the Department of Health, we have a procedure that would be activated should the need arise, depending on the exposure of the risk in one of our stores. Please visit the Australian Department of Health Coronavirus information page for more information.
The stores are: BIG W Altona Meadows BIG W Box Hill, BIG W Broadmeadows, BIG W Craigieburn, BIG W Doncaster, BIG W Eastland, BIG W Epping, BIG W Fountaingate, BIG W Highpoint, BIG W Karingal, BIG W Lilydale, BIG W Melton, BIG W Pakenham, BIG W Parkmore, BIG W Queen Vic, BIG W South Yarra, BIG W Southland, BIG W Sunbury, BIG W Sunshine, BIG W Water Gardens, BIG W Waverley Garden, BIG W Werribee.
Our remaining 9 regional stores in Victoria and all stores in other states will remain open for customers to safely shop both in store and online.
For the stores affected by the temporary closures in Metropolitan Melbourne, we will continue to provide the essentials families need through contactless home delivery and contactless Pick up via a new drive up offering at those stores.
For more information on our safety measures, visit www.bigw.com.au/covid-19
Please contact your local store and they will hold your order until you are able to collect it. They can also provide details on how to collect your order with our contactless Pick up option from the designated customer Pick up area.
Please contact your local store and they will assist you with an over-the-phone payment option to finalise the payment. They can also provide details on how to collect your order with our contactless Pick up option from the designated customer Pick up area.
In the interest of fairness for all customers, we’re taking necessary measures to implement some purchase limits on specific products and essential items to meet the demands of as many of our BIG W customers and families as possible.
In Victorian stores and nationally online, we have a limit of 2 per transaction on:
- Toilet Paper
- Paper Towel
- Face Masks
We are constantly monitoring the situation and any changes to product limitations will be updated on our website: www.bigw.com.au/covid-19/product-limits.
If you miss your allocated Drive up collection time, please contact your store to arrange a new collection time.
Alternatively, you can collect your order from store - you will need to advise the team member that you are collecting a Drive up order. Note, if you are in Melbourne and your BIG W is temporarily closed, you will still be able to collect your order from the front of store; for all other stores, collection will be from the Service Desk.