Frequently asked questions
Returns & Exchanges Policy
What items are eligible for return?
All products are eligible for returns, including sale items. Please ensure the item is unworn, unwashed, and in its original condition with the swing ticket still attached. For health reasons, underwear purchases are non-returnable, unless there is a genuine manufacturing fault.
How long do I have to return my order?
We accept returns that are made within 365 days from the date of purchase.
Is there a return fee?
Please fill out of returns form to start the return process.
Can I exchange in store?
Yes - visit a Johnny Bigg store with your receipt and items and our team will be happy to help. Or, simply return your item for a refund and place a new order for what you need.
Shipping & Delivery
How long does delivery take?
In Australia, our standard delivery can take 3-5 business days (after dispatch), whilst NZ customers ordering standard shipping can expect to receive their package in 4-7 business days.
How much is shipping to Australia and New Zealand?
Our standard shipping is $10 for orders under $125, whilst express shipping is $15 for orders under $125. Destinations to New Zealand are $20 for orders under $150.
How do I track my order?
You will receive a link in your emails with your tracking number, which can be used to track your parcel.
Do you offer express shipping?
Yes we do! Express shipping is $15 for orders under $125 (in Australia) and $5 for orders over. We do not offer express shipping to customers in New Zealand.
Click & Collect
How do I use Click & Collect?
At checkout, there will be an option to choose click & collect. You can also check to see stock levels at your closest store on each product page.
What ID do I need to bring?
Just bring your order confirmation email so our store team can assist you.
Can I cancel my Click & Collect order?
Yes, you can cancel your Click & Collect order if you no longer need it. Contact the individual store or reach out to us via the contact us page so we can assist you.
Gift Card Balance
How do I check my gift card balance?
We have a dedicated page here if you need to check your gift card balance.
Where can I use gift cards?
You can use your gift cards online or in store.
Do gift cards expire?
Gift cards are valid for 3 years from date of purchase.
Payment Methods & Information
Can I pay with gift cards and store credit?
You cannot use multiple payment methods to pay for your order, except when combining a gift card with another payment method. You can use gift cards or store credit as payment options separately.
When is payment taken?
Payment is taken as soon as you place your order. However, this will differ if you use buy now, pay later services.
Is my payment information secure?
We use industry-standard encryption and secure payment gateways to protect your personal and financial details at every step of the checkout process. We do not store your full payment information on our servers, and all transactions are processed through trusted, PCI-compliant providers.