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Helpful Sections
General Questions Payment Questions |
Ordering Questions Problems with Sellers or Merchants
Shipping / Delivery Questions |
BIGshop Opening Hours
Our customer support team is available:
Monday to Friday 9am to 5pm Queensland Australia Time
We will answer any question you have between these hours. We do not open on weekends or public holidays.
The average response time to a query is between 12 and 24 hours depending on the time of day and day of week. Please be patient as we try to deliver the best possible response to your questions.
Our website is open 24/7 365 days - we are never closed!
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Product Availability and Pricing
We do our best to get you the most up-to-date information on product availability and pricing from our merchants. Pricing is noted directly on the merchants product page. Many merchants list availability directly on their product page. If availability is not noted, please contact the store directly for current availability information. In rare cases, data entry errors or other technical issues may result in inaccurate prices being shown (for example, items priced at $0.00). In such cases, the merchant is not required to honor inaccurate prices. If you ever see any price you believe to be incorrect, please contact custservice@bigshop.com.au and we will verify the price for you
What payment methods does BIGshop accept?
At BIGshop.com.au we accept the following payment methods.
All these options will be made available at checkout as well as instructions on how to pay.
Please note: Payments must be received within three days of the order date to avoid the order being cancelled.
Direct Deposit:
Our direct deposit details are as follows:
Account Name:Big Shop Pty Ltd
Account Number: 18-793-1189
Account BSB: 084-004 (NAB)
Please leave your ORDER ID as a reference number so that we can track your direct deposit.
Cheques and Money Orders:
Cheques and Money Orders should be sent to the following address:
BIGshop Pty Ltd
Who charges my credit card?
Your credit card is only charged by BIGshop Pty (BIGshop.com.au). Your payment details are encrypted and are not passed on or shared with BIGshop merchants. Therefore you can be certain that your payment information is 100% secure.
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At checkout you will be directed to the Paypal.com website to make payment. Your order details will automatically be transferred from BIGshop to Paypal at this time. If you do not make payment at checkout and still want to pay using Paypal at a later date you must send you Paypal payments to sales@bigshop.com.au.
Once you have sent the payment to this Paypal account you must email sales@bigshop.com.au confirming that you have made payment.
BIGshop currently accepts Visa and Mastercard through our secure online credit card proccessor. We use Verisign payment services to proccess credit cards online. Verisign is a leader in internet security and is linked to companies such as Paypal and Ebay.
For your safety and security, our card processing server requires that you enter your card verification number, if one is available. The verification number is a 3 or 4 digit number printed on your card.
The CCV (Security) code can only be found on the card itself and nowhere else, not even on associated credit card statements. This means that the person requesting the transaction must have (or have had) the card in their hands.
Requiring that a card transaction is validated with the CCV code provides good protection against fraudulent use of a card number that has been obtained without permission or that has simply been guessed. It protects you against other people trying to use your card number fraudulently.
If you are using a Visa or MasterCard, it is a 3 digit number that appears to the right of your card number
Direct Bank Deposit Instructions
Direct deposits must be made to the following bank account. Please leave your order ID or your Ebay auction ID as a reference for your order . If you do not leave these details we will not be able to track your payment and it will be delayed.
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Account Name:Big Shop Pty Ltd Account Number: 18-793-1189 Account BSB: 084-004 (NAB) |
Remember to leave your ORDER ID or EBAY AUCTION ID as reference.
Bank Cheque or Australia Post Money Order Instructions
Please send all cheques or money orders to:
BIGshop Pty Ltd
Please attach a small note to the cheque or money order with your Order ID or Ebay auction number. This will help us identify the payment.
Your credit card may have been declined due to the following reasons:
1. Insufficient cleared Funds
2. Your card has expired
3. Incorrect CCV number, preventing transaction completion (three digit number on back of card)
4. You are using an American Express card (we only accept Visa and Mastercard)
5. Your card was issued outside of Australia (we only process Australian credit cards) - please us Paypal or Bpay to pay for your order
5. Our bank is experiencing technical difficulties - please us Paypal or Bpay to pay for your order
Unpaid Orders:
To cancel an unpaid order please email us using the contact form on our website.
Paid Orders:
In most cases paid orders that have not been shipped can be cancelled please email us using the contact form on our website. If an order is already shipped it cannot be cancelled.
How to get a tax invoice
If you do not receive a tax invoice by email with your order confirmation please contact the merchant you ordered from and ask for a tax invoice to be sent to you by e-mail. All BIGshop merchants are Australian businesses and are therefore required to be able to provide you with a tax invoice.
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Product availability and pricing
We do our best to get you the most up-to-date information on product availability and pricing from our stores. Pricing is noted directly on the stores product page. Many stores list availability directly on their product page. If availability is not noted, please contact the store directly for current availability information. In rare cases, data entry errors or other technical issues may result in inaccurate prices being shown (for example, items priced at $0.00). In such cases, the store is not required to honor inaccurate prices. If you ever see any price you believe to be incorrect, please BIGshop and we will verify the price for you.
When you first place your order, we forward each part of your order to the appropriate merchant for fulfillment. We expect all merchants on BIGshop.com.au to maintain a high level of customer service: keeping you notified of shipping times, delays or any other order information. We include their contact information in your order information so you can speak with them directly regarding any concerns, changes or even cancellations you might have. BIGshop.com.au also has a "your account" section for account holders that lists your order history and contains any order updates we have received from the merchants you've ordered from.
In the unlikely event that your item has not arrived within 10 days please follow the following steps:
1. Check the shipping information on the web page of the product you purchased. There may be a reason why a particular product takes longer to arrive.
2. Contact the merchant by email or phone. Click on the merchants name under price tag on the item you purchased.
3. Raise a dispute against the merchant (click here to raise a dispute)
We want to ensure that you are completely satisfied with your shopping experience. You can also rate the responsiveness of the merchant by leaving feedback for each merchant you buy from in “Your Account” section.
Item significantly different than described
We know that it's never pleasant to have a problem with an order. By opening an item dispute in the Resolution Centre, you can contact the Merchant, keep track of your communication, and resolve the problem as quickly as possible.
Most disputes can be resolve through communication and it's best to contact the Merchant as soon as you recognise a potential problem. You can open a dispute in the Resolution Centre within 45 calendar days of the order placed.
If you're unable to resolve the dispute, you can ask BIGshop.com.au to investigate by escalating the dispute to mediation. You can escalate a dispute to mediation after the merchant responds to your dispute, or within 14 calendar days of the dispute being opened.
Unable to contact the merchant / seller
Please allow at least 3 days for a merchant to get in contact with you. Also, we suggest that before contacting the merchant check your spam filter settings or junk email folder to make sure that emails have not been rejected from your inbox.
What do you do after 3 days has passed?
Contact the merchant by selecting “contact merchant” on the order page in “your account” section. Each merchants “contact merchant” link will be next to the products you have ordered from them. Send an email (or two) to the merchant stating the problem and the desired solution.
Wait 24 hours.
If you do not receive a reply to your question within 24hours please raise a dispute against the merchant.
Leaving and removing feedback for merchants
Customers have the opportunity to leave feeback for all merchants they purchase from on BIGshop. To leave feedback please login to "Your Account" and click on the "Leave Feedback" link. You will then be asked to select the merchants you would like to leave feedback for. Once left feedback cannot be changed. Please be very careful when you write your feedback ensuring that it is honest and does not contain any foul language. Although customers cannot change feedback left, they can remove it. To remove feedback you have left, simply login to "Your Account" and click on the "Feedback" link.
Merchants also have the ability to reply to feedback received. A merchants reply to feedback received is displayed below the customers feedback.
When will my order ship? How long will it take to get here?
The instant you checkout, BIGshop begins processing your order. Your purchase is forwarded to the individual merchants that you purchased from as soon as payment is cleared. For credit cards and Paypal this is instant, while for deposits, Bpay and cheques this can take a few days. Each merchant has their own order processing and shipping times. Each merchants shipping information is displayed in their Bshop and on their individual products pages in the shipping section.
To track the progress of any of your BIGshop orders please click here.
Shipping / Delivery charges?
Each of our merchants has their own shipping rates and policies, which can be found by clicking on the link in their Bshop called shipping information or on any item page under the shipping section.
Why do I have more than one shipping charge?
BIGshop offers you the ultimate convenience of shopping with one universal shopping cart. We want to help you find the best deal for the items you're looking for from the merchant or merchants with outstanding service. Every merchant handles the shipping for their items. We encourage you to compare their prices including shipping as you browse BIGshop. You can calculate these shipping and handling charges by entering your post code when browsing a specific product display page or in your shopping cart.
Who ships my order?
After you checkout, BIGshop takes payment for your order and then forwards your order safely and securely by our encrypted electronic process directly to each merchant to fill their part of your order.
If you are ordering from more than one merchant, this will be clearly indicated to you during the checkout process. Each store will then handle the shipping of their portion of the order - so if you order from several merchants at once, each one will provide you with their own shipping confirmations, order updates, etc. Again, our focus is to make your shopping experience easy and fun by allowing you to shop within many stores and choose from thousands of products with just one password protected account.
