Returns Policy

At Johnny Bigg we pride ourselves on providing quality product to our customers. We want you to enjoy your purchases and shopping with us which is why we have a range of return options available to you.

AUSTRALIAN DOMESTIC RETURNS

FREE RETURNS TO STORE

You can refund or exchange in any Johnny Bigg store with no dramas, providing that the garment is in its original condition, swing tags are attached and you have a copy of the invoice.

To find your nearest Johnny Bigg store, visit the store locator HERE.

RETURNS BY POST - REFUND ONLY

If you have purchased online and can't make it into store, you can send the product back to our online store if you would like a refund.
Our address is:
Johnny Bigg Returns
Unit 2B & 3, 47-53 Moxon Rd,
Punchbowl, NSW 2196

Unfortunately, we don't have the facilities to exchange online orders. If you do want to exchange your online purchase, you will need to place a new online order for the items you were looking for, or head in store as above.

Please note that in-store purchases can't be sent back to our online store for a refund or exchange.


Some options when you're returning items by post

ParcelPoint – a cheaper return method at just $6.50 including parcel tracking. Select from hundreds of local stores such as pharmacies, newsagents and convenience stores - open 7 days and late for your convenience. Please note that Parcel Point is a separate company to Johnny Bigg and we are unable to assist with any Parcel Point inquiries.

  1. Go to parcelpoint.com.au/johnnybigg Follow the online process to book your return and print a shipping label. You can choose to return your parcel at a ParcelPoint store or any post office.
  2. Package your product(s) into the original parcel packaging or suitable new packaging.
  3. Attach your returns label onto the parcel, ensuring any original delivery labels are covered.
  4. Post your parcel back to us, by taking it to your ParcelPoint store or post office. Please ensure to obtain proof of postage.
  5. Please allow up to two (2) weeks for your return to be processed and for your account to be credited.

Post Office – take your parcel to any post office and return it using a trackable service. Costs will vary depending on your location and the weight of your parcel.

  1. Package your product(s) into the original parcel packaging or suitable new packaging.
  2. Attach your returns label onto the parcel, ensuring any original delivery labels are covered.
  3. Post your parcel back to us, by taking it to your post office. Please ensure to obtain proof of postage and a tracking number.
  4. Please allow up to two (2) weeks for your return to be processed and for your account to be credited.

NEW ZEALAND RETURNS

FREE RETURNS TO STORE

You can refund or exchange in any Johnny Bigg store with no dramas, providing that the garment is in its original condition, swing tags are attached and you have a copy of the invoice.

If you have purchased online and can't make it into store, you can send the product back to our online store if you would like a refund.
Our address is:
Johnny Bigg Returns
Private Bag 94063.
Manukau, Auckland 2241, New Zealand.

To find your nearest Johnny Bigg store, visit the store locator HERE.

RETURNS BY POST – REFUND ONLY

It couldn't be easier to send something back. 

Post Office take your parcel to any post office and return it using a trackable service. Costs will vary depending on your location and the weight of your parcel.

Unfortunately, we don't have the facilities to exchange online orders. If you do want to exchange your online purchase, you will need to place a new online order for the items you were looking for, or head in store as above.

Please note that returns from NZ can take up to 21 days to be processed. In-store purchases can't be sent back to our online store for a refund or exchange.

OTHER INTERNATIONAL RETURNS

If you have purchased from outside Australia and New Zealand and wish to return your items, please contact our customer service team at jbonline@johnnybigg.com.au so that we can assist you with your return. 

OUR CHANGE OF MIND RETURNS POLICY

Should you change your mind or order the incorrect size, Johnny Bigg is happy to provide a full refund or exchange on any of our products purchased. You are able to return, exchange or receive a credit note in any of our stores or if you have purchased online, you are able to send back your product to our online store for a full refund as long as you are able to provide:

  • The tax invoice sent with your goods as proof of purchase or your in store receipt;
  • The item has not been worn or washed;
  • The swing ticket is still attached to the garment/item.

Please note that all purchases made with card including debit card, wanting a refund can only be refunded on to the original card of purchase.

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

Unfortunately, for change of mind purchases we cannot refund or exchange any items that have been worn or used and are without tags. For change of mind purchases all items returned must be in original condition. 

For health reasons, there are no returns or exchanges on the purchase of underwear unless exhibiting a genuine manufacturing fault.

Unfortunately the online team cannot process returns online for purchases made in our physical stores at this time. Any items bought in-store can be returned or exchanged in any of our physical locations Australia wide.

For change of mind returns, the cost of the return postage is the to be incurred by the customer and will not be reimbursed by Johnny Bigg.

FAULTY ITEMS

As a consumer there are certain guarantees that are made when goods are sold to you, one of which is that goods are of acceptable quality. A product is considered faulty or not of acceptable quality if it:

  • Is not safe, lasting or without faults (considering what would reasonably be expected for the type of product and its cost);
  • Does not do all the things you would reasonably expect it to or is not fit for purpose; or
  • Does not match the description made by us, on packaging and labels, or via promotions or advertising.

If an item is not of acceptable quality you may be entitled to a repair, replacement or refund. For details on acceptable quality and faulty goods, please see here.

If you believe there is a fault with an item you have received, please let us know by emailing jbonline@johnnybigg.com.au as soon as you become aware of the fault. If you have purchased online, we are able to provide a postage label to cover the cost of the return of your faulty product.

To receive a replacement or refund, you must be able to:

  • Provide the original receipt (or a copy of) or some other form of proof of purchase of the faulty item (where multiple items were purchased in the transaction that includes the faulty item and a credit card/bank statement does not clearly itemise the faulty product, this will not provide sufficient proof of purchase); and
  • Return the product to us in store for the item to be assessed. If you have purchased online, you are welcome to return to our online store to be processed however we currently unable to assist with any faulty items purchased in store via the online store. 

Photographs alone will not be accepted as proof of fault. It is a requirement that the physical product be in our possession prior to the acceptance of your return request.

PAYPAL PAYMENTS

Items purchased via PayPal can now be returned to any of our stores or via our postal options.

If returning the items to a store, 3 forms of I.D. are required to initiate a PayPal return.

  • Proof of Purchase - The purchasing customer's name on the I.D. should be identifiable.
  • Photo I.D. - The name on the I.D. must match that of the online receipt (e.g. driver's license).
  • Credit Card - The name on the credit card the customer wishes to refund onto must match the name on your online receipt and your photo I.D.

See below for details on returning your garments.

ITEMS PURCHASED USING AFTERPAY

If you have paid for your purchase using Afterpay and you would like to return any product for a refund, you can return them to any of our stores, or alternatively if you have purchased online you can post them back to our Online Returns Department.

Once we have processed your refund, it will automatically go through to Afterpay and once they process it, it will show up in your payment plan.

Afterpay's system will then adjust your payments from your last instalment backwards. This means your final payment might be reduced to zero, but the rest of your payments stay the same. Their systems cannot spread the new purchase price out evenly across your four payments or across the remaining payments.

As per the Afterpay website, financial refunds can take up to 7 business days depending on your financial institution. If you have any questions you should follow up with them.


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