Trying to cancel Big W? Avoid the runaround.
Can you cancel your Big W subscription? Check eligibility and conditions
BIG W orders can’t usually be changed or cancelled once placed - online and in-store orders are processed immediately. If you need to cancel, your best option is the 90-day return policy after receiving the item.
Click & Collect orders are cancelled automatically if uncollected within 10 days, with a full refund issued.
Lay-by plans can be cancelled anytime before the final payment deadline, but a $20 cancellation fee applies. You’ll also lose the initial $3 service fee.
No ongoing subscriptions exist at BIG W. If you’re signed up to promotional emails, just unsubscribe from your account or the email footer. Easy and free.
How to cancel a Big W subscription, service or order
- Online or In-store Orders: Contact BIG W immediately after purchase via:
- Live Chat ("Chat with Dot") on their website
- Customer Service line at 1300 244 999 (Mon–Fri, 9am–5pm AEST)
- Live Chat ("Chat with Dot") on their website
- Be prepared for the fact that cancellation might not be possible. If not, use the return policy after delivery.
- Lay-by Orders:
- Online: Log into your BIG W account > My Lay-by > “Cancel Lay-by”.
- In-store: Visit the service desk with photo ID and request cancellation.
- Your payments will be refunded minus the $20 fee.
- Online: Log into your BIG W account > My Lay-by > “Cancel Lay-by”.
Email Subscriptions: Click “unsubscribe” in the email or update preferences in your account.
How long does a Big W cancellation take?
- Orders: Can’t be cancelled after checkout, they're processed immediately.
- Click & Collect: Pick up within 10 days or your order is auto-cancelled and refunded.
- Lay-bys: Must be paid in full and collected before the final due date (10 or 12 weeks). Missed deadlines = auto-cancel with a $20 fee.
- Buy Now, Pay Later: Refunds are passed on to Zip/Afterpay after your return is processed, but you may need to complete an instalment before the credit appears.
Big W cancellation fees and final charges – what to expect
- Lay-by Cancellations: $20 flat fee, plus you forfeit the $3 initial setup fee.
- BIG W-Cancelled Orders (e.g. due to stock issues): Full refund, no fees.
- Returns (Change-of-mind): No cancellation fee, but delivery costs are non-refundable.
- Email or loyalty unsubscribes: No cost at all.
Big W cases submitted through Ajust
I placed an order for a car seat that showed as in stock, but Big W cancelled it after I paid. I had to scramble for a replacement while waiting on a refund, which added stress at the worst time. - Kim
I cancelled my click and collect order after they told me the item was unavailable, but Big W later claimed I picked it up. I never did, and now I’m chasing a refund for something I didn’t get. - Irene
I ordered items for pickup, then Big W emailed saying they were out of stock. They processed a refund, but I was left without the essentials I urgently needed and had to reorder from elsewhere. - Sophia
Big W marked my order as fulfilled but didn’t include everything I paid for. When I asked, they told me the missing items were out of stock, but I was never notified or refunded until I followed up. - Naomi
Consumer experiences with Big W cancellations
✅ Good outcomes: Some users received their orders from alternative stores (even interstate) when local stock was unavailable.
⚠️ Common complaints: Orders cancelled after sales ended, with no attempt to offer alternatives. Some only found out via a refund notice.
💡 Pro tips: Contact BIG W immediately after cancellation emails to explore other fulfilment or reordering options. Live chat and call support are often effective.
Big W Cancellation FAQs
Can I cancel a Big W order after I place it?
No, Big W orders-both online and in-store, can’t usually be cancelled once placed. They’re processed immediately to speed up delivery. If you change your mind, wait until the item arrives and then return it under the 90-day return policy. For faster support, contact Big W via live chat or phone as soon as possible.
How do I cancel a Click & Collect or Lay-by order at Big W?
Click & Collect orders cancel automatically if uncollected within 10 days, with a full refund issued. Lay-by plans can be cancelled online or in-store before the final payment due date. Expect a $20 cancellation fee and no refund of the initial $3 service fee. Plan ahead if you want to avoid these charges.
Is there a Big W subscription to cancel?
No, Big W doesn’t offer subscriptions. If you’re receiving promotional emails, simply click “unsubscribe” in the email footer or update your email preferences in your account. It’s free and instant-no strings attached.
What fees apply if I cancel a Big W order or plan?
Lay-by cancellations cost $20 plus the forfeited $3 service fee. For general returns, there’s no cancellation fee, but delivery charges won’t be refunded. If Big W cancels due to stock issues, you’ll get a full refund with no penalties. Always check your order type to understand what fees may apply.
Tried to cancel but Big W made it difficult?
We’ll help you submit a formal cancellation they can’t ignore.