BIG W Frequently Asked Questions


What is BIG W doing in response to the Covid-19 outbreak?

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.

Getting started and ordering

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 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?
  1. Find the items you would like to buy by either browsing through our categories or searching based on a keyword of your choice.
  2. 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).
  3. View your cart, and once you are happy, select Home Delivery or Pick up and then proceed to checkout.
  4. Login and confirm your details if you have previously registered an account, or follow the prompts to check out as a guest.
  5. 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.
How do I reset my password?

You can reset your password by clicking the ‘Forgotten your password?’ link on the Login 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, 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.

Paying for your order

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.

Lay-by

In store Lay-by

What are the Lay-by product restrictions?

You can Lay-by all products except:

  • Those available for Home Delivery only (certain exclusions apply)
  • Items marked as Online Only
  • A perishable item (e.g. Green life or items marked with a ‘use by/best before’ date),
  • Garden and plant products,
  • Chemicals (e.g. chlorine),
  • Seasonal clearance or discontinued items,
  • Soiled and/or damaged items,
  • Pre-paid vouchers (such as iTunes Cards or recharge vouchers), or
  • A Product specified in BIG W promotional materials as being unavailable for lay-by.
Where can I create an in store Lay-by?

You can set up your Lay-by in most BIG W stores, excluding: Box Hill (VIC), QV Melbourne (VIC), Macarthur (QLD), Canberra Airport (ACT), Karrinyup (WA).

Do I have to pay a deposit for Lay-by in store?

An in store Lay-by requires a 10% deposit (5% for pensioners) and there is a non-refundable $5 service fee.

Where can I make payments for my in store Lay-by?

Payments may be made at the Service Desk or manned registers in any BIG W store. The last payment must be made at the store where your Lay-by was set up. Payments cannot be made using ‘buy now, pay later’ services like Afterpay.

Can I pay for my in store Lay-by at other stores?

Yes, you can pay for your Lay-by in any BIG W store, however your final payment must be made in the store it was created.

Can I pay for my in store Lay-by over the phone?

Unfortunately at this time we are unable to take Lay-by payments over the phone. 

What is the minimum in store Lay-by payment?

To establish your Lay-by, a 10% deposit (5% for pensioners) and a $5 non refundable service fee is required. Payments are then to be made in instalments of at least $5 per fortnight.

How long to do I have to pay off my 'In store Lay-by for Christmas'?

You will have around 24 weeks in total to pay off your Lay-by, providing fortnightly payments are made from start to finalisation of the Lay-by.

What happens if I do not meet the required Lay-by payments in store?

If you don't make the required payments, please call the store where you placed your Lay-by and we will attempt to accommodate your needs as best we can. Otherwise, we reserve the right to cancel your Lay-by and charge a $12 cancellation fee.

What happens if I don't pay the Lay-by instalments or collect my lay-by by the due date?

It's your responsibility to make the regular Lay-by repayments and collect your purchases by the due date. Failure to make payments when they are due or collect Lay-bys by the due date will be treated as cancellation of the Lay-by.

If your Lay-by is cancelled, you will be entitled to a refund of the amount you have paid, less a termination fee of $12 (which is in addition to the $5 non refundable service fee).

If my store temporarily closes, can I make Lay-by payments over the phone?

Yes, you can make Lay-by payments over the phone, alternatively, you would be able to move your Toy Mania Lay-by to another store in the event of a store closure. Please note that teams and the local community would be given at least three months

When can I collect my in store Lay-by?

Your order can be collected once you've paid the balance of your Lay-by. Photo identification is required when collecting your order.

Can I collect my 'In store Lay-by for Christmas' earlier than 9th December?

​If you placed your Lay-by in store, you have the option to pay and collect it early.

How many Lay-by orders can I have?

There is no limit to the number of Lay-bys you can create but you will be required to pay the non refundable $5 fee for each new Lay-by.

Can I cancel my in store Lay-by?

Yes, you can cancel your Lay-by any time during the term, and will be entitled to a refund of the amount you have paid, less a termination fee of $12 (which is in addition to the $5 non-refundable service fee). Cancellations must be made at the store where the Lay-by was set up. You will need to have photo identification with you to cancel a Lay-by. Refunds for Lay-by payments will be made using the original payment method only.

If the item I want is not available when In store or shopping online, can it still be added to my Lay-by?

You will need to create a new Lay-by order for any additional items that you want to purchase.

If my store closes, what will happen to my Lay-by?

We will endeavour to give you as much notice as possible and provide alternatives to help you finalise and collect your Lay-by order.

Can I get a refund of my deposit if I cancel my Lay-by?

Yes, your 10% deposit is refundable, however the $5 service fee is non-refundable and a $12 cancellation fee applies.

Will I collect Everyday Rewards points on my Lay-by?

Yes you can collect Everyday Rewards points on Lay-bys excluding Lay-by fees. However you cannot enjoy your Everyday Reward Dollars on Lay-bys

Do pensioners get a discount / reduced deposit? Will this be available online?

We are pleased to offer pensioners a reduced deposit of 5% (instead of 10%) and an additional two weeks to finalise their Lay-bys. We are not able to validate pensioner cards online so these pensioner offers are only available instore, upon presentation of your pensioner ID. All customers are required to pay a non-refundable $5 service fee.

Online Lay-by

Can I Lay-by online?

Yes. You can select Lay-by as an option within the cart when shopping online.

How does online Lay-by work?

To Lay-by items online, shop online as you usually would, and once you have everything you need, go to Checkout and select ‘Lay-by’.

Online lay-by is only available for products marked as available for Pick up. Items marked as online only or home delivery only are not available for lay-by.
Note, you will need to have a BIG W account to access this service which can be completed online.

What are the Lay-by product restrictions?

You can Lay-by all products except:

  • Those available for Home Delivery only (certain exclusions apply)
  • Items marked as Online Only
  • A perishable item (e.g. Green life or items marked with a ‘use by/best before’ date),
  • Garden and plant products,
  • Chemicals (e.g. chlorine),
  • Seasonal clearance or discontinued items,
  • Soiled and/or damaged items,
  • Pre-paid vouchers (such as iTunes Cards or recharge vouchers), or
  • A Product specified in BIG W promotional materials as being unavailable for lay-by.
What are the payment options for online Lay-by?

You can pay using credit card, debit card or PayPal.

Do I need a PayPal account for online Lay-by?

No. You can pay using credit card, debit card or PayPal.

How do I pay my online Lay-by, and can I pay it off early?

You can log into Your Account at any time to make a payment.  Online Lay-by payments can only be made online and can only be made once every hour. You will also be sent a reminder email when payments are due.

What happens if I do not meet the required online Lay-by payments?

If you can't meet the required payments, please call us and we will attempt to accommodate your needs as best we can. Otherwise, we reserve the right to cancel your Lay-by and charge a $12.00 cancellation fee.

Can I remove an item/s from my online Lay-by order?

Unfortunately, once an online Lay-by order has been processed, items can’t be added or removed. If there is an item that you no longer want or need, you can follow our returns process once your order arrives.

When can I collect my online Lay-by?

Your order can be collected once you've paid the balance of your Lay-by. Photo identification is required when collecting your order from the Service desk. Please allow up to 24 hours from your final payment for your order to be ready for collection.

How do I select Pick up or Direct to boot for my online Lay-by?

When you pay your final installment of your online Lay-by, you will be given the option to either Pick up your order in store, or utilise our Direct to boot service where available.

Will I get Everyday Rewards points on my Lay-by?

Yes. You will earn 1 point per dollar spent on Lay-bys (excludes service and delivery fees).

Can I get a refund on my deposit if I cancel my Lay-by?

If you cancel, Lay-by payments are refunded. The $5 service fee is non-refundable and there is a $12 cancellation fee.

Do pensioners get a discount / reduced deposit? Will this be available online?

We are pleased to offer pensioners a reduced deposit of 5% (instead of 10%) and an additional two weeks to finalise their Lay-bys. We are not able to validate pensioner cards online so these pensioner offers are only available instore, upon presentation of your pensioner ID. All customers are required to pay a non-refundable $5 service fee.

How many Lay-by orders can I have?

You can have as many Lay-by orders as you need. Please note that there is a $5 service fee which applies to each new Lay-by order.

If the item I want is not available when In store or shopping online, can it still be added to my Lay-by?

You will need to create a new Lay-by order for any additional items that you want to purchase.

Delivery

Standard Delivery

Do you deliver to my area?

The majority of items can be delivered to most areas within Australia. However, due to carrier restrictions 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 5-11 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.

2-Day Delivery

Why is 2 Day Delivery not available for my postcode?

Stay tuned! At this stage, 2 Day Delivery is only available for eligible metro postcodes.

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 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 placed a 2 Day Delivery order over the weekend, when can I expect my delivery?

The 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 2 Day Delivery order?

No, the authority to leave is not available on 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 2 Day Delivery order?

Yes, all 2 Day Delivery orders require a signature on delivery.

I selected the 2 Day Delivery shipping method at cart and then added more items. Why did this option grey out?

Unfortunately, 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.

Pick up

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.

Online Order Enquiries

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?

BIG W does not currently offer a gift wrapping service, however it's easy to add a gift message to your item, and it's free! At the checkout, select "This item is a gift" check box to add your very own personalised message (up to 150 characters). Your message will be printed separately on a BIG W gift message card and placed inside your delivery, along with a gift receipt.
Click here for more information.

Returns and Refunds

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.

We are committed to providing the best customer satisfaction and customer care. Please contact us should you have any queries regarding your rights under Australian Consumer Law.

How do I process a return of an item I purchased Online, if I’ve changed my mind?

1. Place the product/s in the packaging and affix the Returns Label to it. 
2. Take it to your local Post Office to be returned (fees will apply).

Stock Enquiries

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. Unfortunately, this means not all items will be restocked once they become unavailable online. If you would like to know if an item is in stock at your local BIG W store, please contact us.

Product Withdrawal

Will I be notified if a withdrawn item has been removed from my online order or online Lay-by?

We do not advise customers it's been withdrawn however they will receive ‘a refund has been processed’ customer care email.

A product has been withdrawn and is included in my online Lay-by. Will I be refunded for this item?

Depending on the type of product withdrawal the product will be removed from the Lay-by and a refund will be processed. The customer will then see a reduction on their payment installments.

A product has been withdrawn and is included in my Home Delivery/Pick up order. Will I still receive this product?

Depending on the type of withdrawal the product will be removed from the online order if it is before the ‘packed’ stage.  A rejection of the affected product will take place which triggers a refund. If the order is past the ‘packed’ stage then we have captured the sale in POS and a refund will not be processed and the customer will still receive the product.

Will my payment schedule be adjusted if my online Lay-by has an item withdrawn?

Depending on the type of withdrawal the product will be removed from the online order and an adjustment will be made to your payment schedule.

Product Recall

Will I be notified if a recalled item has been removed from my online order or online Lay-by?

We do not advise customers it's been withdrawn however they will receive ‘a refund has been processed’ customer care email, however the recall notice will be live on our website for a customer to view.

An item has been recalled and the product is included in my online Lay-by. Will I be refunded for this item?

The recalled product will be removed from the Lay-by and a refund will be processed. The customer will then see a reduction on their payment installments.

An item has been recalled and I have purchased this product in my Home Delivery/Pick up order. Will I still receive this product?

The recalled product will be removed from the online order if it is before the ‘packed’ stage.  A rejection of the affected product will take place which triggers a refund. If the order is past the ‘packed’ stage and in transit for Home Delivery orders a refund will not be processed it is up to the customer to follow the recall notice steps. If the order is awaiting collection in store then our store teams will remove the product and process a refund.

Will my payment schedule be adjusted if my online Lay-by has an item recalled from it?

Depending on the type of recall the product will be removed from the online order and an adjustment will be made to your payment schedule.

BIG W Trusted Partners

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.

Customer Care

We are committed to providing the best customer satisfaction and customer care. Please contact us should you have any queries regarding your rights under Australian Consumer Law.