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A message from our Managing Director,
David Walker

Caring for the health, safety and wellbeing of our customers and team members is at the heart of BIG W and we want to update you on how we continue to care for each other during these challenging times. We are working closely with the Woolworths Group brands to ensure each of you has a safe experience no matter where you choose to shop.

Whether you choose to shop online with Contactless Pick up, Drive up or Home Delivery, we have made important changes to the way you shop in-store (maintaining a safe distance), collect and receive your online orders.


Contactless Home Delivery

In order to protect the health of your household and our delivery partners, signatures for home delivery are no longer required.


Contactless Pick up

We offer ‘Contactless Pick up’ from Service Desks (for all stores that are open), in line with the social distancing advice of the health authorities.


Contactless Drive up

We can now offer a free contactless Drive Up experience for your Pick up orders in over 80 of our stores across Australia. This service is now available at external collection zones to our stores.

Shopping safely in store

To ensure you can shop safely in our stores, we have increased cleaning of self check out areas, screens and EFTPOS machines and bathrooms using hospital grade cleaning materials. Hand sanitisers and wipes are readily available for customers and team members across each store, and all store team members will only work if they feel healthy and well.

The physical doors to our Melbourne stores are temporarily closed until restrictions are lifted, however we are open online and have adapted quickly to offer Contactless Pick up, Drive Up and from 20 of our 22 Melbourne stores.

To ensure we care and support the health and wellbeing of our team, all our team members in Melbourne continue to be employed either at their BIG W store or across the Woolworths Group. Supporting our team’s physical and mental wellbeing has been a key priority for us as we navigate these unprecedented times together.

We would like to thank you, our loyal customers for your ongoing support and to our incredible team for their dedication over this time. Together as a BIG W community, let’s care and show support for one another, as we’re all in this together.

Stay safe.

David Walker

COVID-19 update to in-store Lay-by

During these uncertain times, your health and safety is our priority and we continue to offer a safe shopping experience in-store and online. In light of the current climate, we are updating our lay-by policies during this period:

  • You can cancel your in-store lay-by at any time with no cancellation fee
  • You can make payments of up to $250 over the phone. This applies to lay-by orders placed in-store only. Please contact the store where your lay-by was created to make an instalment payment over the phone