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
- Pick up 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.
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.
- 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 Layby counter at your selected store. Our friendly in store team can help direct you to the right place.
- 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 email us at firstname.lastname@example.org with your order details and nominated person to collect.
- All BIG W stores offer Pick up, but some items may be out of stock for online purchase in your nominated store.
- Pick up orders will be held for 10 days from the time you receive your unique collection code.
- Any orders not collected within 10 days will be cancelled and refunded.
For all other delivery options please visit the Delivery Charges and Information page.