FREQUENTLY ASKED QUESTIONS
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 (don't worry this has not happened 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. Please note if you are returning a faulty item please return via REGULAR post.
I want to place an order, but I don’t have a credit card. Can I send you a money order?
Yes as a matter of fact you can. There is an option during checkout to select direct deposit via bank or you can send us a money order. Unfortunately, we no longer accept cheques.
Can I track my order?
Yes you can, your tracking information is sent to you via email when the order has been dispatched. If you have not received this within a few hours of your order status in your account changing to 'Shipped', please call us and we can provide you with it.
How long will it take to receive my order?
All internet order may take
up to 7 working days to be dispatched, depending on stock availability. Some of the items in your order may need to be transferred to our mail order department.
Express Post is 1-3 business days from the date of dispatch.
Regular Post is 5-10 business days from the date of dispatch.
International delivery times are subject to vary based on location.
I placed an order on Friday night, today is Monday. Where is it?
Our office is closed on the weekends. Orders placed on Friday night are not processed until the following Monday. If you have any questions regarding the time frame of your delivery, please contact us via phone or email, or leave a comment on your order
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. We are at least 2 hours behind some states. Feel free to submit an email enquiry to email@example.com and we will process it as soon as we can or leave us a voicemail with your contact details so we can call you back.
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 and we still have it in stock.
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 using our verification service. We will ask for proof of ownership of the credit card you are trying to use and a form of identification. If you're from Africa (Nigeria), Romania or some place with dubious operators or concurrent scams, forget it!
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 a refund or exchange. We no longer do store credits. For all return policy details and instructions, please read our return policy in full.
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 and keep all tags on the garments.
Please note underwear is not returnable for refund or exchange under any circumstances
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.