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 online@bigdreams.com.au.
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 also available in store at 267 High Street, Northcote. 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.
Promotional Codes and Price Markdowns.
From time to time Big Dreams will offer online sales which will either require a promotional code or products will have prices already marked down. All items purchased under these conditions are final and there will be no exchanges or returns. Promotional codes must be used at checkout before a sale is finalised. Promotional codes will not be applied after a sale has gone through. Only one promotional code can be used at a time. Promotional codes will have an end date and will not be extended.
COLLECT IN STORE
Locals may choose to collect rather than pay for freight. You will be notified by phone or email when your order is ready to collect. Collection times are during normal trading hours.
Standard Shipping
Big Dreams offers a flat rate shipping & handling fee of $14 to all AUS customers. Orders placed before 12pm Mon-Fri EST on in-stock items will be shipped the same day.
Shipping times are dependant on the carrier and time of year. We use Australia Post or couriers depending on the location. Locations outside capital cities and major regional centres may require 2 to 3 extra working days for delivery. Very remote locations will take longer. Your order will leave our store with the utmost urgency but transit time is out of our control and will be dependant on the carrier. You will always be provided with a tracking number that you can use to trace your order.
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: $55
New Zealand: $49
Express Shipping
Big Dreams offers a flat rate shipping & handling fee of $25 to all AUS customers. Orders placed before 12pm Mon-Fri EST on in-stock items will be shipped within 24hrs unless the store is closed. Express can only be guaranteed within the Australia Post guidelines for the postcode.
Express orders placed during a promotion, will be sent when the promotion has ended, so may not be the same day. Parcels will be sent express the day after the completion of the promotion if customer has paid for this service.
Orders placed over the weekend or on public holidays will be shipped on the next business day when our store re-opens. 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.
International Shipping
Big dreams offer an 'Economy' shipping through Australia Post that includes tracking.
Delivery times are dependant on Australia Post and given the added pressure of Covid 19, delivery times are often delayed. You can lodge an enquiry directly with Australia Post if you are concerned with your tracking details, or contact us directly at online@bigdreams.com.au
When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. You may also be subject to local customs, duties and taxes. The customer is wholly responsible and liable for these charges.
For international and express delivery options please contact us at online@bigdreams.com.au prior to purchase.
Payment
We accept Visa, Mastercard and Paypal.
Packing
As a business and the importance of being environmentally friendly, we use recycled shipping boxes and filler where possible. When your package arrives it is very likely it will be packaged in a recycled cardboard box. We make every effort to ensure that your order is packaged safely, securely and with as much recycling as possible.
Returns
Returns are accepted on full priced items, in original condition only. If you are not satisfied with your online purchase, you have 14 days to return it to us for an online credit or exchange only, we do not refund.
Please note that any merchandise bought using a promotional code or during a sale is non refundable and/or non exchangeable. We advise not purchasing items you are unsure of during sale, particularly shoes.
There are no returns or exchanges on reusable face masks. Or pre-loved items
Please email online@bigdreams.com.au to advise us of the item/s you would like to return and the invoice number it was sent to you on. Upon receipt of your return at Big Dreams, you will be issued with an online credit for the purchase price of the item on your original invoice.
A return authorisation (RA) is required, which is your original invoice number.
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.
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 to:
Big Dreams Returns
267 High St, Northcote
VIC 3070
RA Number:
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, please email online@bigdreams.com.au with your name, order number, 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’.
The merchandise must be in its original condition with the original packaging. Any items that have been worn or used are not eligible for exchange. Shipping and handling charges are non-refundable. The customer is responsible for the return shipping costs.
We will ship the exchange to you at our expense, with the exception of International exchanges, freight charges will be incurred for the return exchange.
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 email online@bigdreams.com.au.
Big Dreams reserves the right to first replace the item. If a faulty/damaged item is unavailable for replacement, a refund will be offered via the payment method used to make the original purchase.
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, unused and in original packaging in order for exchange or refund to take place.
Replacement items will be sent at our expense.