In store Pick up

Pick Up HB Mobile

Important Customer Notices

Due to the volume of Pick up orders, there may be some delays. Please do not come into the store to collect your items until you have received an email/SMS from us advising that your order is ready for Pick up.

Free Same Day Pick up - Service Desk

Place your order by 12 noon and it will be ready for Pick up by 4pm the same day. If your order is placed after 12 noon, your order will be ready for pickup at 12 noon the next day. This service is available subject to product availability at your selected store and is available 7 days per week.

You will receive an email/SMS from us advising that your order is ready for Pick up. Please only come into the store to collect your items after you have received your email/SMS.

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.

Frequently Asked Questions

What is Same Day Pick up - Service Desk?

This service allows you to shop online for free Pick up at your nominated BIG W store 7 days per week. Just select Pick up at your nominated store as the delivery method during checkout. Place your order by 12 noon and it will be ready for pickup by 4pm the same day. If your order is placed after 12 noon, your order will be ready for pickup at 12 noon the next day.

How do I pick up my order?

When your order is ready for Pick up, we will send you an email and an sms with a unique collection code. Please bring photo ID and this collection code with you when you come to pick up your order. Your order will be available for collection from the Service Desk or Lay-by counter at your selected store. Our friendly store team can help direct you to the right place.

My order was confirmed, but I have received a cancellation email saying that an item is out of stock. Why is this?

Occasionally when our team members are in store picking your order, an item may be damaged, missing from the shelves, or at peak times such as Christmas, the item may have just sold out in store. We will only discover this as we pick your order. In this instance you will receive a cancellation email advising you what has changed from your original order. You will be refunded for the item/s we weren't able to provide you. We apologise if this happens - please contact us if you have any issues in relation to this.

What if I can't collect my order? Can I nominate someone else to collect my order?

Family and friends can collect your order on your behalf, provided they have:

• A copy of your order collection notification

• Photo ID

If you would like to nominate someone else to collect your order please contact us with your order details and nominated person to collect.

Why can't I pick up in all BIG W stores?

All BIG W stores offer Pick up, but some items may be out of stock for online purchase in your nominated store.

How long do you hold pick up orders?

Any orders not collected within 10 days may be cancelled and refunded. Please contact the store to make alternative arrangements if you cannot collect your order within this timeframe.

Can I pick up all products?

There are some products on bigw.com.au that are not available for Pick up. The available shopping options are shown on the product details page.

What happens if I order for Pick Up and stores close?

Should our stores temporarily close and you have a pre-existing Pick Up order, we can hold this until our stores open again. If you would prefer a refund please contact us with your order number to request a cancellation and refund.