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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 anytime with no cancellation fee

Terms of in-store everyday lay-by


Lay-by must be paid in full and collected by the date specified on your receipt.


To establish a lay-by, you must pay a 10% deposit (5% for pensioners) and a $5 non-refundable service fee. Lay-bys are available for up to 10 weeks (12 weeks for pensioners) and regular fortnightly payments of at least $5 must be made.


You may cancel the lay-by at any time during the term. If you fail to make payments when they are due or collect your lay-by by the due date, this will be treated as a cancellation of the lay-by by you. In these instances, you will be entitled to a refund of the amounts you have paid, less the $5 lay-by service fee already paid.

No modification:

Lay-by contents cannot be modified.


Lay-by is not available on clearance and discontinued products, pre-paid cards and vouchers, chemicals (eg. chlorine), bulk garden products and greenlife, perishable items and where specifically stated in-store and in promotional materials.


Photo ID is required when changing contact details, requesting a replacement lay-by receipt or cancelling or finalising a lay-by.


BIG W respects customer privacy. Personal information may be used to administer the lay-by. BIG W’s Privacy Policy is available at www.bigw.com.au/privacy.

Frequently Asked Questions

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).

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

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.

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.

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.

If you don't make the required payments, please call the store you placed your lay-by at 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.

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).

No, you can’t add or change items to an existing lay-by order. You can amend contact details in store, provided you present photo identification.

Your order can be collected once you've paid the balance of your lay-by, and must be collected by 9 December 2020. Photo identification is required when collecting your order.

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.

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

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.

Unfortunately you can’t add items to an existing lay-by order, and would need to set up another lay-by order for additional items.

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

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.

We are pleased to offer pensioners a reduced deposit of 5% (instead of 10%) and an additional two weeks to finalise their lay-bys. These pensioner offers are only available instore. All customers are required to pay a non-refundable $5 service fee.

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.