How long does it takes to process my order?

What are your return policies?

For the full returns policy please see the section labelled Returns policies on the home page.

Who pays for the postage if a mistake is made?

Where Big Guy has made an error on your order (as sometimes can happen...we are only human,...some of us even look human !) or the goods are damaged in transit (dont worry this has not happenned yet) we will pick up the return freight charges. If the goods are faulty and require to be returned we will also pay for the return postage.

I want to place an order, but I don’t have a credit card. Can I send you a cheque?

Yes as a matter of fact you can do this but you will need to call us and arrange this. Please call 1800 810 702, during our office hours and we will sort out a either a C.O.D with Aust Post, a money order or direct payment into our B.S.B

Can I track my order?

Yes you can,If your interested you can track your consignment with our freight provider www.aae.com.au (just ask us for the con note).

How long will it take to receive my order?

Please note that all internet orders will take a minimum of 5 working days. If you get an order earlier than that then your just lucky :) Many of the items you order will need to be transfered from other states. All parcels sent outside of Western Australia will be sent via Australian Air Express. This is a courier service that travels overnight by air. You may request alternative delivery arrangements by emailing me on sales@bigguy.com.au

I placed an order on Monday night Today is Wednesday, where is it?

Most items will be available in 5 days. If you get it earlier then we must have had the product right in front of us. We sometimes get the product to you the very next day, in fact we often do….but we cannot promise that sort of speedy Gonzalez sort of service every time .Often we have to fly in one garment from one state and fly another garment in from another State.

But I thought you said Overnight Air Express!

We send goods overnight air express but we have to have them here, in the shop to send them first. We will still require the posted availability times to process your order.

But I need it right away !

If you really need a rush on an item, please call or email us before placing your order and let us know what you need and when you need it by. If it is at all possible to fill your order on a rush basis we will do our level best. Please understand that not all orders can be filled on a rush basis otherwise we could quite possibly go mad.

I called your Customer Service number and it went straight to a voicemail. Are you a real company?

Yes, and we have been for years! You may have called from the Eastern States of Australia. We are based in Good ‘ole WA (Or Wait Awhile). We are at least 2 hours behind some States but many people think we are actually years behind, which is quite possibly true.

Do we really have different time zones in Australia?

Yes as a matter of fact we do.

I emailed you 4 times today with my issue and I haven’t heard back. Are you ignoring me?

Quite possibly. We are a small company with a small staff, which allows us to provide you with fantastic personalized service. Sometimes, however, this takes a little extra time.

If we are exceptionally busy, we might require a full 24 hours to get back to you about your question, but please rest assured that if you have emailed us once, you will get a response!, Customer Service is available during business hours of 9.00am- 5.30pm, Monday-Friday,Western Standard time. We do go home at night, some of us actually sleep but if your question wasn’t answered today, we promise we will do our best to help you tomorrow or the next business day. Our customers are very important to us and we would never ignore you, except where we have reliable information that you are a serial nuisance.

Will it help if I resend my message 20 times and if EVERYTHING IS IN CAPITAL LETTERS?!?!?

It will help to clog our mailboxes, and possibly to annoy us, but it will not help us get to your email any faster. We will answer you as quickly as we can, one email will suffice. We swear.

I saw this really great thing on your site a couple of months ago and now I can’t find it. It was really great, do you still have it?

We are in the business of fashion and when we sell out of something we almost always move on. On the odd occasion we repeat a style. If you cannot see it on the website the chances are we have sold out. If you really want an answer pick up the telephone....you might get lucky.

Can I order if I live outside of Australia?

Yes, you can. But it will cost you more. We will also have to identify you and we will ask for proof of ownership of the credit card you are trying to use. If your from Africa (Nigeria), Romania or some place we have never heard of...forget it. We are not xenophobic but we just don’t trust foreigners….only joking.

$19.50 seems like a lot for postage, can’t you just send it Austpost?

Sure we can, just telephone us to arrange for Aust Post to send it. Please allow yourself enough time because the horse and buggy only comes on Modays and Wednesday’s….

My item doesn’t fit, can I return it?

Big Guy boasts the absolute best return policy in the business - no Return Authorization numbers but please be fair about what you are returning and why you are returning it. Fair wear and tear doesn't mean go and tear it and we'll think it's fair!. Simply return the item in its original packaging within 14 days for refund, exchange, or store credit. For all return policy details and instructions, please read our return policy in full.

I tried on some jocks, wore them all day to a sports carnival and I want to return it now. Will you accept them back?

No. Oh God, no.

How would you know if I have worn them?

Mate, we will know. We wont need a CSI team to check that out.

Do you accept returns of online purchases at your Bricks and Motar store locations?

Yes we can, however you will need to take all the tags (they must be attached to the garment) and the receipt.

Is there anything that isn’t returnable?

Well we don’t want to get back clothing that smells of cheap aftershave, a couple of splashes of bourbon and has Rexona Deodorant white patches under the armpits. Just make sure you have not worn it apart from trying it on for fitting. You’d be surprised how many people think we are a hire store!

I just realized the package I meant to return has been sitting in my car for a month.

Be fair to us. If it’s out of season….it’s no good asking to return it.

I want to cancel my order, but it’s already shipped. Should I just refuse the package?

Please do not refuse the package. If you have changed your mind, repackage and return the item with a copy of your receipt within 14 days. Please see our return policy for all details and instructions.

But I didn’t know that I couldn’t return it because I never read any of this information before ordering! Am I exempt?

These information pages are for YOU. All of our policies are described in detail on the site, and we hope that you will read and understand them before placing your order. But the policies still stand, even if you didn’t read them.

Have you made these policies because you hate customers?

No, we love customers! We especially love happy, returning customers and the friends they tell about us. Over 95% of our business is repeat business, and that makes us very happy. It also shows that we are not all together bad people. Our policies about returns, refunds, shipping, etc., are the result of years of experience, and they help us to keep our standards high, our pricing fair, and to serve our customers to the best of our ability.