FAQs

I prefer to speak to a real person. What is the best number to contact you on?

Contact us directly during shop hours on 03 9489 2193 for any purchasing advice or queries. Or you may email at any time to online@bigdreams.com.au


What are your store trading hours and COVID-19 rules?

  • We are back open after the COVID-19 restrictions and thank everyone for their support during this time.
  • Our NEW TRADING HOURS are Wednesday to Saturday 10am to 4pm
  • Our store is CLOSED Sunday, Monday and Tuesday.
  • We are practising upgraded hygiene practises and ask that all customers sanitise before entering with the sanitiser provided (or your own if you prefer). All our staff are regularly sanitising and wiping surfaces.
  • We are restricting entry to a maximum of 10 people including staff and may ask customers to wait if we are at capacity. 
  • Our children's play area is sanitised regularly and we ask that your children only play there and do not handle stock.  

Shoe fittings post COVID-19.

With new social distancing requirements we have had to change the way we fit shoes.  We will still be measuring your child's foot but will leave the fitting of the shoe to you. We will of course assist and offer our advice and knowledge.

Children must have clean socks to try shoes on and we will not allow fitting of shoes on bare feet. 

I'm not sure how to make an online order? 

Shopping at Big Dreams is simple and easy! By using our drop down menu at the top of each page, you can search by category or check out our new arrivals. When you find the item you want, simply select your colour and size and 'ADD TO BAG'. A pop up box will appear on your screen, giving you the option to 'checkout' which will take you to your shopping bag. From there, you can enter all your details to finalise and place your order. 


Where is my order?

If you have received an email stating that your order has been dispatched, it is on its way to you. The parcel can be tracked using the link provided in your dispatch email.  We use a combination of Australia Post or Fastway Couriers to deliver your orders. To track a parcel with Fastway, copy your link into the Fastway website at www.fastway.com.au


How will I know that you have received my order?

We will send you an email straight away to acknowledge your order. Please note that your order is subject to approval by your card issuer or payment provider and we will also need to verify your delivery address.

Sometimes email confirmations end up in your junk mail. Please check there before contacting us if you have not received your email. 

Once your order has been accepted by us, you will receive a dispatch email as soon as the item is ready and on its way to you.


Can I cancel my order?

Unfortunately we are unable to cancel or amend an order once it has been placed. Please ensure you have placed your order correctly before proceeding to checkout. 


How will my order be packaged?

All care will be taken to carefully package your items into either a box or post bag. Bubble wrap and package filler will be used to protect delicate items and we will gladly gift wrap any items you require. Just leave us a note on your order. 

We will always use recycled boxes and packaging where possible. 


Can I pick up my order in-store?

Yes, we have a 'Collect in Store' option at checkout. You will be notified via email or phone when your order is ready.  We advise you call prior to coming on 9489 2193 to arrange when a staff member is guaranteed to be there for you. Collections are available during shop opening hours of Wednesday to Saturday 10am to 4pm. 


Is my personal information kept private?

Please be assured that we consider all the information you share with us totally private and confidential.

At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.


How do I find a specific item?

You can look for an item by using the ‘Search’ box at the top of our website. Alternatively you can filter by department, brand or category using the tabs at the top of our website.


Do you have sizing guidelines?

Sizes vary greatly between brands. Where possible we will provide size guides. If no size guide is available, please call our customer service line to help with your enquiry on 9489 2193 or email online@bigdreams.com.au


The item I bought is now on sale, can you refund me?

The price of an item is what it was the moment you bought it and no refund or price differences will be offered. We will regularly offer online sales and promotions. To avoid missing out on future offers, make sure you are signed up to our mailing list so you will receive the promotional code and the time period it is offered. Promotional codes will not be applied if not used correctly or after they have expired. 

Afterpay

Is not an option on our website. 

Does Big Dreams have seasonal sales?

Seasonal sales take place at various times throughout the year. Please note that we cannot guarantee that our sale prices will be equal to, or less than, discounts at offline boutiques. We also cannot guarantee that items will still be available for purchase late in the season.


Return, Exchanges & Shipping / Delivery

Please refer to our Terms & Conditions section of the website.


My question was not answered. Where and how can I best contact you?

If your enquiry was not answered by the list of FAQs or the info contained within the Terms & Conditions section, you can email us at online@bigdreams.com.au or give us a call on 03 9489 2193.