How to contact

Big W

 customer support fast

Big W’s customer support system is designed to be fast, flexible, and convenient, either online or in-store. As part of the Woolworths Group, Big W upholds high service standards and offers help across multiple channels: phone, live chat, and in-store service desks. Whether you're chasing up an online order, returning an item, or need help with a warranty claim, Big W's team is ready to assist. Most issues are resolved through official channels, reinforcing Big W’s reputation as a retailer that supports its customers long after purchase.

Big W receives some recurring complaints, especially from online shoppers. Common pain points include:

• Delivery delays, especially with third-party couriers.
  
  
• Order cancellations due to out-of-stock items after purchase.
  
  
• Slow refund processing, requiring follow-ups.
  
  
• Marketplace issues, where third-party sellers cause fulfillment or communication delays.
  
  
• Warranty & faulty product complaints, with some customers frustrated by slow resolutions.
  
  

Despite these issues, most cases end in a resolution (refunds, replacements, or repairs) thanks to Big W’s clear policies and responsive support team.

You can reach Big W customer service in several ways:

• 📞 Phone:
  
  • General & online order help: 1300 244 999
    
    
  • BIG W Marketplace: 1800 577 093
    
    
  • Everyday Rewards: 1300 101 234
    
    
• 💬 Live Chat:
  Use the “Chat now” option on Big W’s site. You’ll start with Dot (the virtual assistant) and can request a human agent during business hours.
  
  
• 🏬 In-Store:
  Visit any Big W store and speak with staff at the customer service desk. Great for returns, exchanges, and quick queries.
  
  
• 📧 Online Forms & Social Media:
  Use the Big W Help Centre to submit queries. Social DMs via Facebook or Twitter are also monitored.
  
  
• 🔎 Order Tracking:
  Check your delivery status using the Track My Order tool. No need to call unless there’s a delay.
  
  

Tip: Always have your receipt or order number handy to speed things up.

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Returns & Refunds

• 90-day change-of-mind policy on most items (unopened, saleable condition, proof of purchase required).
  
  
• Refunds processed to the original payment method, including Afterpay and PayPal.
  
  
• Online orders can be returned in-store.
  
  

Cancellations

• Contact support immediately to cancel an online order. There’s no self-serve button.
  
  
• If the item ships, use the 90-day return policy.
  
  

Warranty & Faulty Products

• Covered under Australian Consumer Law.
  
  
• Big W offers repairs, replacements, or refunds depending on the issue.
  
  
• Store staff often handle minor faults on the spot.
  
  

Shipping

• Standard, 2-day, and same-day delivery options available.
  
  
• Free pickup at service desks and contactless “Direct to Boot” available.
  
  
• Check Delivery & Pickup for full details and delivery timeframes.
  
  

Price Match

Not offered. Big W no longer price matches competitors but aims to offer low upfront prices and frequent sales.