Customer Service / Terms & Conditions

Terms of Use

Thank you for visiting bigdreams.com.au. We have prepared the information below to ensure that your experience on our website is enjoyable. Should you have any questions concerning any of our policies, please contact us on [email protected] 

Inaccuracies

We strive to present the most recent, accurate and reliable information on our website at all times. However, there may be occasions when some of the information featured on bigdreams.com.au may contain incomplete data, typographical errors, or inaccuracies. Any errors are wholly unintentional and we apologise if wrong information is reflected in price, item availability, or in any way that it affects your order. Please be aware that we reserve the right to amend errors or to update product information at any time without prior notice. In the event a product is listed at an incorrect price due to a photographical or typographical error, Big Dreams has the right to refuse or cancel any orders placed for product listed at the incorrect price. Big Dreams has the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Big Dreams will issue a refund to your credit card account in the amount of the incorrect price.

Product Information

The products displayed on our website are available in both stores in Melbourne. The prices displayed on the website are quoted in AUS dollars. From time to time we may list ‘web exclusive’ products and that will be communicated to you clearly under the product description. 

Colours

We have made every effort to display as accurately as possible the colours of the products that appear on the website. However, due to monitor discrepancies, we cannot guarantee that your display of colour will be accurate.

Correspondence

Although we will make every effort to respond quickly to your email messages, www.bigreams.com.au is under no obligation to respond to all pieces of correspondence received through this site, or to maintain your submitted comments in confidence, or to pay compensation of any kind for your comments or submissions.

Shipping & Delivery

Free Shipping

All orders over $150 qualify for FREE standard shipping. Orders placed before 2pm Mon-Fri EST on in-stock items will be shipped the same day. Typical delivery takes 3-5 working days for standard shipping. Locations outside capital cities and major regional centres may require an extra working day for delivery. Very remote locations will take longer. 

Standard Shipping

Big Dreams offers a flat rate shipping fee of $10 to all AUS customers. Orders placed before 12pm Mon-Fri EST on in-stock items will be shipped the same day. Typical delivery takes 3-5 working days for standard shipping. Locations outside capital cities and major regional centres may require 2 to 3 extra working days for delivery. Very remote locations will take longer. 

Big Dreams ships worldwide at a flat rate. Postage will not change based on weight or number of products and will remain flat for all orders. International shipping rates are outlined below:

Asia: $40

Europe: $70

USA: $30

New Zealand: $30

Express Shipping

Big Dreams offers a flat rate shipping fee of $15 to all AUS customers. Orders placed before 2pm Mon-Fri EST on in-stock items will be shipped the same day. Typical delivery takes 1-2 working days for standard shipping. Very remote locations will take longer.

Orders placed over the weekend or on public holidays will be shipped on the next business day. If a product happens to be unavailable at the time of your online purchase, we will contact you via email to notify you of its expectant date. You, the customer, reserve the right to omit that product from your total order. Big Dreams will credit your method of payment to reflect the correct price of the unavailable product.

For international and express delivery options please contact us at [email protected] prior to purchase.

Payment

We accept Visa, Mastercard and Paypal.

RETURNS & EXCHANGES

If you are not satisfied with your online purchase, please follow our guidelines for returns:

You must first email [email protected] for an authorisation number. All returns must be made within 14 days of receipt. You will then be issued an online credit for the cost of the item returned. Returns sent after this time will not be honoured. 

Please note that any merchandise bought using a promotional code or during a sale is non refundable and/or non exchangeable.

The merchandise must be in its original condition with the original packaging. Any items that have been worn or used are not eligible for return or exchange. Shipping and handling charges are non-refundable. The customer is responsible for the return shipping costs (unless the item has arrived damaged).

If your returned item does not meet the above requirements, your merchandise will be shipped back to you at your expense.

Please ship by registered post, with a copy of your invoice and your return (RA) number to:

Big Dreams Returns
267 High St, Northcote
VIC 3070

Returns must be sent via Australia Post. We are not responsible for lost/damaged packages. Be sure to package returns well. Items damaged from improper packaging will not be accepted. Once your package has been received, your store credit will be processed within five (5) business days. 

EXCHANGES

If you would like to exchange an item for another size, please email [email protected] with your name, product you ordered and what you would like to exchange it for. Please review the sizing charts provided to ensure your proper size before ordering. Please note that a separate, new order may be required. If we have the item in stock we will ship out your exchange as soon as we receive your return. We will only accept returns for exchange if they meet all criteria listed above for what is deemed an ‘acceptable return’. We will ship the exchange to you at our expense. 

DAMAGES/INCORRECT ITEMS

If you receive an item that is defective, damaged or incorrect, you must notify us via email within three (3) business days of receiving the merchandise.

Please contact us at online@bigdreams.com.au for details of how to return your item for a replacement or refund. Please note that we are unable to refund items which have small variations in colour and pattern. We are unable to accept returns on items after 3 business days.

A replacement will be sent, if available, upon receipt. Items damaged due to buyers’ negligence will not be accepted. All goods must be unworn and unused in order for exchange or refund to take place.