BIG W Frequently Asked Questions
The health and safety of our customers and team members are at the heart of everything we do. In light of the heightened level of concern related to Coronavirus (COVID-19) we want to update you on how we continue to maintain the highest level of hygiene for the team, customers and their families so we can provide for our communities safely over this uncertain time.
Do I need to register before purchasing?
No, you don't need to register first. If you prefer, you can check out as a guest, which will not create an account for you. There are advantages to registration, though, such as a simpler checkout, linking your Everyday Rewards Card and easier order tracking for future updates. Don't worry, you don't need to register upfront - you can just add a password at the end of checkout and you're done.
Do you ship internationally?
No, unfortunately BIG W only ships within Australia.
How do I place an order online?
- Find the items you would like to buy by either browsing through our categories or searching based on a keyword of your choice.
- Add the products to your cart by clicking on the ‘Add to cart’ button (Tip: set your location using your postcode to see all of the available delivery information for your area).
- View your cart, and once you are happy, select Home Delivery or Pick up and then proceed to checkout.
- Login and confirm your details if you have previously registered an account, or follow the prompts to check out as a guest.
- Enter your payment details and click ‘Pay now’ to complete your purchase. We'll then send you an email confirming the details of your order.
Having trouble logging in to your BIG W Online Account?
How do I reset my password?
You can reset your password by clicking the ‘Forgotten your password?’ link on the Login page.
How can I link my Everyday Rewards card to my BIG W Online Account?
Step by step instructions can be found on the Linking your Everyday Rewards Card page.
Are all products that are in-store available online?
No, not all products that are stocked in a BIG W store are visible on the website. We’re constantly adding to our online range, though, so please be sure to check back soon. To see the latest in store offers, please browse our catalogue.
Why is the online price for some products different to the in-store price?
Online pricing will always be the same as it is in store. The only exception is when we have an ‘Online Only’ sale, but these items will be clearly marked on the product descriptor page.back to top
What form of payments do you accept online?
When shopping online with us, you can pay by credit card (Bankcard, Amex, Visa, Mastercard and Diners), PayPal, WISH gift cards, Afterpay or Zip.
See here for details about paying using the convenient Afterpay service.
See here for details about paying using the convenient Zip service.
I think I have been charged twice
When you place an order with BIG W, your financial institution may place a hold on the funds at the time of checkout to ensure these are available. This practice is known as pre-authorisation.
If you are viewing your statement online, this looks like an additional charge, but in fact, it is a pre-authorisation and you will not be charged twice.
How much does home delivery cost?
BIG W delivery fees vary depending on the items you have selected. You can find out more on our delivery fees and current delivery offerings by visiting the Delivery Charges and Information page.
Do you deliver to my area?
The majority of items can be delivered to most areas within Australia. Due to carrier restrictions, however, some bulky products can not be delivered to remote areas. To check whether an item can be delivered to your area, enter your postcode in the ‘Delivery Options’ section of any product page. Delivery information for your location will then be displayed.
When will my order be dispatched?
We estimate it will take approximately 2 business days from the time your order was placed. During busy periods this processing time may be extended. You will receive an email update with your tracking link once your order has been dispatched. You can also keep up to date on your order progress by using the Track My Order tool.
How long will it take for my order to arrive?
We estimate it will take between 3-8 business days once your order has been dispatched to arrive depending on your location. You can find out more on our delivery time frames by visiting the Delivery Charges and Information page.
How is my item delivered?
- BIG W uses Australia Post as our main delivery service.
- For bulky orders or orders containing large items, BIG W will utilise TOLL IPEC for delivery.
Please note, if you have purchased an item from one of our trusted partners, they may utilise different courier methods.
Do you ship to PO Boxes?
Yes we do, however, we have limitations and cannot ship large or bulky items to a PO Box.
Can I give authority to leave my delivery unattended?
Some products such as iPhones require a signature upon delivery. If the option exists at checkout, you may grant the carrier authority to leave your goods at the delivery address if unattended. However, if the carrier deems the delivery area to be unsafe they will not leave your parcel.
How will I know my order has been dispatched?
You will receive an email notification once your order has been dispatched, this will contain the carrier and tracking information. BIG W may ship your order in multiple shipments from different fulfilment locations. In this case, you will receive multiple shipping confirmation emails from us, each containing separate tracking information. You can also keep track of your order progress by using the Track My Order tool.
What if I am not home at the time of delivery? (Australia Post)
If you are not home at the time Australia Post attempts delivery and you have not given authority to leave your parcel unattended, Australia Post will drop your parcel/s to your local post office for collection.
What if I am not home at the time of delivery? (TOLL)
If you are not home at the time TOLL IPEC attempts delivery, your parcel will be taken back to the depot and held for pickup or redelivery. Please note, an additional redelivery fee may apply.
COVID-19 - Next day delivery paused in some Victorian locations
Important note: Due to delays with some of our delivery partners, we have temporarily paused next day delivery in some Victorian locations. We apologise for any inconvenience that this may cause.
Why is Next Day Delivery or 2 Day Delivery not available for my postcode?
Stay tuned! At this stage, Next Day Delivery and 2 Day Delivery is only available for eligible metro postcodes.
When will my Next Day Delivery order be dispatched?
Orders placed before 12 noon will be dispatched the same business day. Orders placed after 12 noon will be dispatched the next business day. You will receive an email update with your tracking link once your order has been dispatched. Track the progress of your order with our Track My Order tool.
When will my 2 Day Delivery order be dispatched?
Please allow approximately 1 business day from the time your order was placed for us to get your items ready for dispatch. You will receive an email update with your tracking link once your order has been dispatched. Track the progress of your order with our Track My Order tool.
How long will it take for my Next Day Delivery order to arrive?
If you reside within the eligible metro postcodes, we estimate that you will receive your items the next business day if your order was placed before 12 noon. You can find out more on our delivery time frames by visiting the Delivery Charges and Information page.
How long will it take for my 2 Day Delivery order to arrive?
If you reside within the eligible metro postcodes, we estimate that you will receive your items within 2 business days after your order has been placed. You can find out more on our delivery time frames by visiting the Delivery Charges and Information page.
I’ve placed a Next Day Delivery or 2 Day Delivery order over the weekend, when can I expect my delivery?
The Next Day Delivery and 2 Day Delivery shipping option is only available for processing on business days, therefore if you placed your order over the weekend, our team will process your order on Monday* for expected delivery Tuesday.
*excluding all public holidays
Can I give authority to leave my Next Day Delivery or 2 Day Delivery order?
No, authority to leave is not available on Next Day Delivery or 2 Day Delivery orders. If you are not home at the time of delivery, your order will be taken to your local post office for collection.
Do I need to sign for my Next Day Delivery or 2 Day Delivery order?
Yes, all Next Day Delivery and 2 Day Delivery orders require a signature on delivery.
I selected the Next Day Delivery or 2 Day Delivery shipping method at cart and then added more items. Why did this option grey out?
Unfortunately, Next Day Delivery and 2 Day Delivery is not available for every item. If you add an item to cart that is not eligible for 2 Day Delivery, this option will no longer be available.
My cart contain electronic games, DVDs and books. Why did I have to pay a higher delivery fee at checkout?
Our electronic games, DVDs and books shipping fee is for orders only containing these products. Unfortunately, items outside of these categories will incur a higher delivery fee.
Your website states free home delivery storewide when you spend over $45 on clothing, footwear or fashion accessories, why am I still getting charged a shipping fee for Next Day Delivery or 2 Day Delivery?
Unfortunately, this promotion is only valid for standard deliveries and not Next Day Delivery or 2 Day Delivery.back to top
Can I cancel or amend my order?
We aim to process your order as soon as it is received, therefore, unfortunately, you cannot cancel or amend an order once it has been placed. If you no longer require an item that you have ordered, you can follow our returns process once the order arrives.
Why has my order or item in my order been cancelled?
Many items are picked and packed in-store by our team members. On occasion, we’re unable to find your item in-store, due to limited or changing stock levels. We do our best to monitor these levels and try to eliminate this as much as possible. If we are unable to fulfil your order, we will contact you to advise of any unavailable items within your order.
I have made an error in my shipping address. Can this be changed?
As soon as you notice this error, please contact us. We are able to change your delivery address if your order has not been dispatched.
I have not received my Tax Invoice, am I able to get a copy?
Your Tax invoice is sent to you by email. If you have not received a copy of your Tax Invoice, please contact us with your order number and we can email you a copy.
Does BIG W offer a gift wrapping service?
Unfortunately, BIG W does not currently offer a gift wrapping service.back to top
What do I do if I receive an incorrect or faulty product?
We're sorry to hear that you've received an incorrect or faulty product. Please contact us straight away with your order number and further details about the issue and we will investigate this for you.
How long do I have to return an item if I’ve changed my mind?
You may return your items within 90 days of purchase, provided that the item is in its original condition and you have proof of purchase. Please refer to our returns policy for further information.
Can I return an item I have purchased from eBay to my local BIG W store?
Yes, any items purchased from BIG W on eBay can be returned to your local BIG W store.
Can I return an item I have purchased via Afterpay or Zip in-store?
Yes, any items purchased using Afterpay or Zip can be returned in-store. The funds will be credited to your Afterpay or Zip account.
How can I find out more information about a product?
If you can't find the information you need about a product, please don't hesitate to contact us.
Will you be getting more stock?
As BIG W has such a large range of items, we are constantly revamping our range to keep it fresh. This, unfortunately, means not all items will be restocked once they become unavailable online. If you would like to know if an item will be restocked or if it is in stock at your local BIG W store, please contact us.
How does the Pick up service work?
When you place an online order and nominate Pick up as the delivery option at your nominated BIG W store, the store will pick your order and notify you when it is ready to be collected.
Please wait until you have received notification that your order is ready to collect before visiting the store.
You will receive an email with a unique collection barcode when your order is ready for collection.
A reminder email will be sent after 4 days and 8 days.
Orders will be available from the Service Desk in most stores. Stores without a Service Desk will hold the items at the Entertainment Desk.
You can find more information on this by visiting our Pick up page.
Who are BIG W Trusted Partners
At BIG W, we work with a community of carefully selected trusted partners to offer you a wider range of fantastic products online, all in one place.
How does this work?
- When you purchase an item from one of our trusted partners, you’ll never leave the BIG W website - the same secure checkout process and a single payment is available.
- BIG W does not share your credit card or other financial information with any of our trusted partners.
- The trusted partner will manage and support your order, including shipping and handling, exchanges and returns.