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FAQs

HAVE A QUESTION?

You might be able to find the answer in our FAQs section, it’ll hopefully save you some time. If you're still in need of assistance, please fill out the form below and we'll be happy to help.

INTERNATIONAL: +61 2 9699 0896

We are here for you Monday to Friday 9:00am - 5:00pm (Australian Eastern Standard Time)

HOW DO I ORDER ONLINE?

To purchase items via the Johnny Bigg website, just click on the item you wish to buy, select the size, color and quantity you want and click "Add to bag". You can then go back and add additional items to your bag or click ‘View Cart & Checkout’ to complete your order.

Unfortunately, we are unable to take any orders via phone or email. 

WHAT IS THE CURRENCY?

All prices on johnnybigg.com are shown in USD.

WHY WON'T THE WEBSITE ALLOW ME TO PROCEED TO CHECKOUT?

Johnny Bigg products are very popular, especially during sale season and unfortunately, we do sell out often. When an item is added to your cart, the item is not then reserved. The items you have added to your cart will remain available for anyone to purchase until you have checked out and placed an order.

If an error stating you cannot checkout due to an item being unavailable appears, you will need to remove the unavailable item from your bag so you can complete your order.

Alternatively, clear your recent browsing history and cookies as this will generally resolve the issue for you.

If you have cleared your recent browsing history and cookies and you are still experiencing issues processing your order, please contact our online customer service team at askjohnny@johnnybigg.com with a screen shot of any error messages you are receiving and the method of payment you are attempting to use so that we may troubleshoot this further for you. 

CAN I CHANGE/CANCEL MY ORDER?

We want to get your order out to you as soon as possible, so once you have clicked the "Process Order" button and your order has been confirmed it has already been sent to our warehouse to be picked and packed. It's not possible at this stage for you to change or cancel your order. Once you receive your order just follow our returns instructions in the Refund Policy section of our website if you want to return an item.

You are able to change your order while you are still browsing and shopping. You will need to go to "My Bag". Here you can delete a product by clicking on the "X" next to the "Qty" field or change the quantity by clicking the "up" or "down" arrows.

WHAT DO I DO IF THE ITEM I AM LOOKING FOR SAYS IT HAS “SOLD OUT?”

Unfortunately, some items are often in demand and this can result in them selling out, especially during sale season. If there is an item that catches your eye, we recommend snatching it up as soon as possible to avoid any disappointment or the item selling out.

WHAT PAYMENT METHODS DO YOU ACCEPT?

At Johnny Bigg, we accept payment via; VISA, MasterCard, American Express, Paypal and Apple Pay via our online store.

CAN I SEE MY PAST ORDERS?

Of course! Simply login into your online account using your email and password via the website and select the “My Account” Tab to review your previous orders.
Please note that any orders that have been checked out as a “guest” will not appear on your account.

HOW DO I UPDATE MY DETAILS?

Just Login to the website using your email address and password and on the "My Account" page choose the "Update my details" button. Make sure you check your spelling for addresses and contact information before you save your updated details.

HOW DO I UNSUBSCRIBE?

  1. Go to your inbox and click or open an email from Johnny Bigg

  2. Scroll to the bottom of the email and click on the unsubscribe link

  3. If you have any further issues please contact our customer service team here and someone will be in contact shortly.

HOW DO I KNOW WHAT SIZE I AM?

Whether you are a new shopper or an expert, sometimes buying clothing from different brands can be difficult but we hope to make the process as easy as possible here at Johnny Bigg.

We use European sizing so please check our size guide to see what your Johnny Bigg size is, as some sizes run small.

Our clothing is tailored to fit your body comfortably, bit not too loosely. Shoes are in UK sizing.

So you can find the correct sizing for you, please use our handy size guide here

RETURNS & EXCHANGES

What is your returns policy?

We hope you love your Johnny Bigg products, but if you aren't completely happy you can return them easily for FREE via our Online Returns Portal.

Follow these three steps:

  1. Select the items you'd like to return in our Return Portal

  2. Download your return shipping label

  3. Send it back to us

We accept refunds for all change of mind purchases. Once the returns arrive at the warehouse the refunds can take up to 2 weeks to be processed and for your account to be credited. You will be reimbursed via the same method you used to pay.

To be eligible for a refund, you will need to ensure:

  • You have a receipt as proof of purchase
  • The item has not been worn or washed and is in original condition
  • The swing ticket is still attached
  • It is within 30 days from the date of delivery

Unfortunately, exchanges cannot be processed at this time. If you are after a different product to the one you ordered, you will need to accept a refund and reorder through our online store.

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

Even though we are based in Sydney, Australia, our return address is in Los Angeles, CA.

If you need help, please email us on askjohnny@johnnybigg.com or call us in Australia on +61 2 9699 0896

For further information, please view our detailed returns policy page.

What if my item is faulty?

If a garment is faulty, and provided you have proof of purchase, you are fully entitled to a refund.

Where multiple items were purchased in the transaction that includes the faulty item and a credit card/bank statement does not clearly itemize the faulty product, this will not provide sufficient proof of purchase.

Please contact our customer service team to arrange FREE postage for returning any faulty items received via your online order.

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 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.

 

DELIVERY

How much does delivery cost?

Typically, delivery is $10 USD flat fee, or we offer free shipping on orders over $50 USD. This is subject to change according to promotion details.

How long will it take for my order to arrive?

Please note that orders can take up to 24-48 hours to be processed and dispatched. During peak sale times we can experience delays with dispatch by up to 4 days due to the volume of orders received.

Once dispatched, orders can take 3-5 business days to be delivered depending on your location.

Can I track my order?

Yes, once your order has left our warehouse you will receive an email with a tracking number and a link to our Tracking Portal.

What if I am not home?

All orders require a signature upon delivery. If you are not present at the nominated address to accept delivery, a calling card will be left in your letterbox indicating the post office from which you can collect your parcel (you will need to present photo ID and the tracking information to collect your parcel). Please note that should you choose to have your order delivered via 'Safe Drop' or waive the signature request, Johnny Bigg will not be held liable should your parcel go missing and we will not be able to offer a refund or replacement for your order.

Where can I deliver to?

Please be aware the nomination of a business as your delivery address opens signature authority to any person at that business address. This is due to the nature of deliveries to business addresses whereby receptions or mail rooms often sign for and accept parcels in bulk and on behalf of persons located at that address. If your order is shipped to and signed for, on your behalf, at a business address, Johnny Bigg will not accept responsibility for any parcel that is lost or damaged. We strongly suggest nominating a home address should you place a high value order with us. This will ensure only residents of the address will have signature authority.

If there is a problem with my order, who do I contact?

If there is a problem with your order, please email us at askjohnny@johnnybigg.com so that we can assist you further. Please include your order number with your email.