Help & FAQ

How do I order online?

To purchase items via the Johnny Bigg website, just click on the item you wish to buy, select the size, colour and quantity you want and click "Add to bag". You can then go back and add additional items to your bag or click ‘View Cart & Checkout’ to complete your order. 

Unfortunately, we are unable to take any orders via phone or email.

Currency?

For our New Zealand Customers all prices are shown and charged for in NZ$, for all other countries including Australia, prices are shown and charged for in AUS$. For international customers (excluding New Zealand) the price charged will be converted to your local currency by your credit card provider and all charges for currency conversion are to be borne by the customer

Why does the item in my bag now say it is unavailable?

Johnny Bigg products are very popular, especially during sale season and unfortunately, we do sell out often. When an item is added to your cart, the item is not then reserved. The items you have added to your cart will remain available for anyone to purchase until you have checked out and placed an order.
If an error stating you cannot checkout due to an item being unavailable appears, you will need to remove the unavailable item from your bag so you can complete your order.

Can I change/cancel my order?

We want to get your order out to you as soon as possible, so once you have clicked the "Process Order" button and your order has been confirmed it has already been sent to our warehouse to be picked and packed. It's not possible at this stage for you to change or cancel your order. Once you receive your order just follow our returns instructions in the Refund Policy section of our website if you want to return an item.

You are able to change your order while you are still browsing and shopping. You will need to go to "My Bag". Here you can delete a product by clicking on the "X" next to the "Qty" field, or change the quantity by clicking the "up" or "down" arrows.

What do I do if the item I am looking for says it has "Sold Out"?

Unfortunately, some items are often in demand and this can result in them selling out, especially during sale season. If there is an item that catches your eye, we recommend snatching it up as soon as possible to avoid any disappointment or the item selling out.

What payment methods do you accept?

At Johnny Bigg, we accept payment via; VISA, MasterCard, American Express, Paypal, Afterpay and Zip pay both instore and via our online store.

Paying With Afterpay

Why Wait? You can now get what you want now and pay it off over 4 x fortnightly payments!

There is no interest & your order is shipped straight away.

Steps:

  1. Select afterpay as your payment method at checkout.
  2. Get your instant approval online .
  3. Receive your goods immediately and pay them off in 4 equal installments.

What You Need:

  1. An Australian Visa or Mastercard
  2. To be over 18 Years of age
  3. To live in Australia

The Details:

  • Afterpay payment may only be used on orders over $80 and up to the value of $1000
  • If you fail to make a payment on the due dates, you will be charged a late fee of $10 and an additional $7 fee if your payment remains overdue a week later.
  • Afterpay is a third party and by utilising this payment method, you are entering an agreement with them. Refund times and processing are managed by Afterpay and not Johnny Bigg.
  • Refunds may be made by returning your item(s) to our online store or in-store at any Johnny Bigg destination - you will just need to bring in your Afterpay reference number.
Paying With Zip Pay

With Zip you can buy now and pay later on your own terms. Zip is a simple and convenient way to help you pay for things without needing the cash upfront or a credit card.

For more information visit here
Zip pay minimum purchase threshold

Please note the minimum purchase threshold is $80

Can I see my past orders?

Of course! Simply login into your online account using your email and password via the website and select the “My Account” Tab to review your previous orders.
Please note that any orders that have been checked out as a “guest” will not appear on your account. 

The website won't allow me to proceed through checkout

Our best suggestion would be to clear your recent browsing history and cookies as this will generally resolve the issue for you.

If you have cleared your recent browsing history and cookies and you are still experiencing issues processing your order, please contact our online customer service team at jbonline@johnnybigg.com.au with a screen shot of any error messages you are receiving and the method of payment you are attempting to use so that we may troubleshoot this further for you.

How do I let you know if my details have changed?

Just Login to the website using your email address and password and on the "My Account" page choose the "Update my details" button. Make sure you check your spelling for addresses and contact information before you save your updated details. 

How do I unsubscribe?

1. Go to your inbox and click or open an email from Johnny Bigg

2. Scroll to the bottom of the email and click on the unsubscribe link

3. Our customer service team will then unsubscribe you from our marketing communications list within 30 days.

4. If you have any further issues please contact our customer service team here and someone will be in contact shortly.

How do I know what size I am?

Whether you are a new shopper or an expert, sometimes buying clothing from different brands can be difficult but we hope to make the process as easy as possible here at Johnny Bigg.
Our size range is considered as a “Regular” fit and won’t be a clingy, uncomfortable fit.
However, so you can find the correct sizing for you, please use our handy size guide here. If you are still unsure or want a correct fit, we suggest visiting your closest Johnny Bigg store where our instore staff will be more than happy to help get you fitted and looking great!

What is Johnny Bigg's policy on returns and exchange?

At Johnny Bigg we try to make returns as easy as possible. Just visit any one of our stores Australia wide for FREE in store refunds and exchanges.

Johnny Bigg is happy to provide a full refund for change of mind purchases, provided you have a receipt as proof of purchase, the item has not been worn or washed, and the swing tag is still attached to the garment.

If you are unable to make it into one of our stores and you have placed your order online, you are also able to send back your goods to be returned via our Online Returns following the process located on our returns policy page. Unfortunately, exchanges cannot be processed through the online store at this time. If you are after a different product to the one you ordered, you will need to accept a refund and reorder if processing through our online store.
We are unable to process refunds or exchanges for items purchased in store via the online store.

In the event of having no receipt and/or a missing swing ticket, we will happily provide an exchange or a credit note, provided the garments have not been worn.

If a garment is faulty and provided you have proof of purchase, you are fully entitled to a refund. Please contact our customer service team to arrange FREE postage for returning any faulty items received via your online order.

For further information, please view our detailed returns policy page.

How much does delivery cost?

Australian Domestic Orders
Johnny Bigg charges a flat rate of $10.00 for standard delivery on all orders and $15.00 for express delivery within Australia. But if you register with us orders over $125 with standard delivery will be delivered for FREE. (However from time to time Johnny Bigg reserves the right to offer free delivery.)

New Zealand Orders
Johnny Bigg charges a flat rate of $20.00 for standard delivery on all orders under $150. Orders over $150 will be delivered for FREE.

How long will it take for my order to arrive?

Please note that orders can take up to 24 hours to be processed and dispatched. During peak sale times (Click Frenzy, Flash sales, Boxing Day) we can experience delays with dispatch by up to 4 days due to the volume of orders received.

Australian Domestic Orders
Once dispatched, express orders can take 1-3 business days and standard orders can take 3-5 business days, depending on your location.

New Zealand Orders
Once dispatched, orders to NZ can take between 4-7 business days to arrive depending on your location.

Which courier company do you use?

Australian Domestic Orders

We use Australia Post or Star Track for all our deliveries.

Can I track my order?

Yes, once your order has left our warehouse you will receive an email with a tracking number and a link to the Australia Post or Star Track website. 

For further information, please refer to our deliveries page. 

If there is a problem with my order who do I contact?

If there is a problem with your order, please email us at jbonline@johnnybigg.com.au so that we can assist you further. Please include your order number with your email. 

What is the best way to view the Johnny Bigg website?

Johnny Bigg Online has been developed to look best with a resolution of 1024 x768 and works on both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox, Chrome and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above.

Our site does not support certain Chrome Browser extensions such as UBlock. Please disable these extensions or whitelist our site if you experience issues. You may experience certain display issues if using the Opera browser.

Operating System

Internet Explorer 8, 9 & 10 & above

Firefox 25 & above

Safari 5.0 & above

Chrome 5.0 & above

Windows 2000, XP, Vista, 7

 Yes

Yes 

Yes

Yes

Macintosh OSX 10.2 and above

NA

Yes

Yes

Yes

If you choose to use an operating system or browser not listed you may experience difficulties.

Can my order be delivered internationally?
Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in more than 200 countries and territories, with support for many more coming soon. As an international shopper, you now get the benefit of seeing product prices in your local currency, guaranteed order totals at checkout and no hidden fees, cost-effective international shipping, and much more.
What is Borderfree?
Borderfree is a groundbreaking global ecommerce solution that allows us to present our international shoppers with product prices in the currency of their choice, aggressive international shipping costs, and the lowest possible guaranteed order total. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so you can always buy from us with certainty.
How will I know how much my order will cost?
Just add items to your basket and click select to check out. Borderfree calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse(s) to your selected international destination, as well as any applicable duties and taxes imposed by Customs and revenue authorities in the destination country.
Are there any additional costs that will be due upon receipt of my order?
As long as you select to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Borderfree, and there will be no additional costs due upon delivery.
What currencies does Borderfree support?
Currently, Borderfree supports billing in more than 60 currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.
What payment options does Borderfree support?
Currently, Borderfree supports Visa, MasterCard, PayPal, and American Express, with additional payment options coming soon.
What are my international shipping options?
You will be quoted a specific delivery promise at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.
How much does international shipping cost?
International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Borderfree international checkout based on the items you are purchasing and your shipping destination.
When am I billed?
Your credit card will be billed by Borderfree when your international order is shipped.
How much duty and taxes are charged on international orders?
Duties (or Customs tariffs) are set by the destination country Customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.
Are there any items that cannot ship to my country because they are restricted?
If for some reason there are any items that cannot be exported from Australia or imported into your destination country selection, Borderfree will notify you during the checkout process.
How can I track my international order?

Once your order has been dispatched from our warehouse and arrives to Borderfree to be on-forwarded, you will receive an email from Borderfree with all of your tracking information included as well as a trackable link. Once you have placed your order, please allow up to 4 business days to receive your international tracking number. 

You can also track the progress of your international package(s) here.

What will my credit card statement say?
Your credit card will be billed by Borderfree and your credit card statement will read “BF*MERCHANT” where “BF” denotes the Borderfree network.
Can I purchase or redeem international gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.
What is your return policy for international orders?

If for any reason you are not satisfied with your purchase, please contact us at jbonline@johnnybigg.com.au so that we can assist you with the return of your order though Borderfree.

Please note postage and handling costs will not be refunded or exchanged for items being returned due to change of mind or ordering the incorrect size.

Top
Subscribe to the Johnny Bigg Mailing list

Join the Club. Get 20% Off*

Sign up for our newsletter and get 20% Off*
your first order. Pretty sweet, we know.
20% Off* Valid in Australia & New Zealand only.
Subscribe