Frequently Asked Questions
🛋️ Ordering & Payment:
How do I place an order?
You can place an order directly through our website by adding items to your cart and following the checkout process. If you need assistance, our team is happy to help!
What payment methods do you accept?
We accept major credit and debit cards as well as Afterpay.
Can I modify or cancel my order after placing it?
Regrettably, once an order is placed, modifications or cancellations cannot be accommodated. We kindly ask that you verify all information entered at checkout to ensure its accuracy before placing your order
Is my payment information secure?
Absolutely! We use secure encryption technology to protect your personal and payment information.
🚚 Delivery / Pick Up Information
Do you offer delivery? How much does it cost?
Delivery is available to Queensland, New South Wales, Victoria, ACT & South Australia (some SA postcodes are not eligible for delivery, please see below for exclusions).
Shipping fees are calculated at checkout based on your location and the size/weight of your order. Please note that for some oversized or heavy products, these are only available for warehouse pick up from our warehouse in Crestmead Queensland.
Individual product pages will advise on available delivery area's for that product. Products with restricted delivery zones are listed below for quick reference.
⚠ The following South Australia postcodes are not eligible for delivery:
5220, 5221, 5222, 5223, 5373, 5432, 5433, 5434, 5440, 5480, 5481, 5482, 5483, 5485, 5490, 5493, 5495, 5501, 5521, 5522, 5523, 5540, 5550, 5552, 5554, 5555, 5556, 5558, 5560, 5570, 5571, 5572, 5573, 5575, 5576, 5577, 5580, 5581, 5582, 5583, 5600, 5601, 5602, 5603, 5604, 5605, 5606, 5607, 5608, 5609, 5611, 5630, 5631, 5632, 5633, 5640, 5641, 5642, 5650, 5651, 5652, 5653, 5654, 5655, 5660, 5661, 5670, 5671, 5680, 5690, 5700, 5701, 5710, 5713, 5715, 5717, 5719, 5720, 5722, 5723, 5724, 5725, 5730, 5731, 5732, 5733, 5734.
Outdoor Delivery Availability — South East Queensland Only
Due to current delivery arrangements, our Santorini, Mykonos, Milos, Rhodes, Ios, Paxos, Samos and Ikaria ranges are only able to be delivered to selected postcodes within Southeast Queensland (SEQ).
Please check your postcode against the list below before placing your order.
Eligible delivery postcodes:
4000, 4001, 4005, 4006, 4007, 4008, 4009, 4010, 4011, 4012, 4013, 4014, 4017, 4018, 4019, 4020, 4021, 4022, 4030, 4031, 4032, 4034, 4035, 4036, 4037, 4051, 4053, 4054, 4055, 4059, 4060, 4061, 4064, 4065, 4066, 4067, 4068, 4069, 4070, 4072, 4073, 4074, 4075, 4076, 4077, 4078, 4101, 4102, 4103, 4104, 4105, 4106, 4107, 4108, 4109, 4110, 4111, 4112, 4113, 4114, 4115, 4116, 4117, 4118, 4119, 4120, 4121, 4122, 4123, 4124, 4125, 4127, 4128, 4129, 4130, 4131, 4132, 4133, 4151, 4152, 4153, 4154, 4155, 4156, 4157, 4158, 4159, 4160, 4161, 4163, 4164, 4165, 4169, 4170, 4171, 4172, 4173, 4174, 4178, 4179, 4205, 4207, 4208, 4209, 4210, 4214, 4215, 4217, 4218, 4219, 4220, 4221, 4222, 4223, 4226, 4227, 4270, 4271, 4272, 4280, 4300, 4301, 4303, 4304, 4305, 4306.
📦 Free pickup from our warehouse is available for these ranges, with no postcode restrictions — a great option if you're outside our delivery area or would simply prefer to collect.
Important: If an order is placed for delivery to a postcode outside this list, the order will be cancelled.
Not sure if your postcode is covered, or have any other questions about delivery?
Please contact our office directly and we'll be happy to help — 07 3804 1692 / info@biglot.com.au
⚠ Pickup Only / Warehouse Collection Only
The Skyros range is available for warehouse pickup only — delivery is not offered for this product.
Have questions about pickup? Contact our office on 07 3804 1692 or info@biglot.com.au and we'll be happy to help.
How long will it take to receive my order?
All orders are dispatched from our warehouse within 2 business days of being placed. Delivery timeframes vary depending on your location — standard metro areas typically receive orders within 3–12 business days, while regional locations may require additional time once the order has been dispatched.
Please note that delivery times may be extended during peak periods such as Public Holidays, EOFY, Black Friday, and Boxing Day, when courier networks experience higher volumes.
Am I able to pick up my order in person?
Yes, you can choose to pick up you order in person from our warehouse in Crestmead Queensland. Please select the pickup option during checkout and we will let you know when your order is available for collection.
Can I track my delivery?
Absolutely! Once your order has been booked with the courier, you’ll receive a tracking number so you can monitor your delivery as it progresses through the network.
All Deliveries are completed with Authority to Leave (ATL).
We recommend adding a safe drop‑off location in your delivery notes at checkout so the courier can leave your items securely if you’re not home.
What should I do if my order arrives damaged or incomplete?
If your order arrives damaged or incomplete, please contact our support team as soon as possible and include photos of the item and packaging. This helps us investigate the issue quickly and determine the most appropriate solution.
Once we’ve reviewed the details, our team will work with you to resolve the matter promptly.
📦 Returns & Refunds:
Are Clearance & Ex-Display items eligible for return?
Clearance & Ex-Display items are considered final sale and are not eligible for return unless they arrive damaged or faulty.
What happens if I change my mind?
If you change your mind, you may request a cancellation or return within 7 days of purchase. Please note that all refunds will be issued minus shipping costs and any fees incurred by Big Lot Pty Ltd.
A Change of Mind Return Fee will apply to cover administrative, handling and restocking costs. This fee is deducted from your refund amount. All shipping costs are non‑refundable.
This applies to orders that have not yet been dispatched, and orders that have already been delivered, provided the item meets the eligibility criteria below.
To be eligible for a return, the product must meet the following conditions.
o It is in its original unassembled condition.
o The original packaging is intact.
o The product has not been used or damaged in any way.
Important to note:
The customer is responsible for all return shipping costs, as well as any additional fees related to returning the product to the Big Lot warehouse. The original shipping cost is non‑refundable. The Change of Mind Return Fee applies to all Change of Mind cancellations, including orders that have not yet been dispatched.
Clearance and Ex-display items are not eligible for Change of Mind returns.
The following products cannot be returned due to a change of mind:
Mattresses
Gift Cards
Items for commercial or non‑domestic use
Items assembled or installed by Big Lot or our contractors upon delivery
Clearance and Ex-Display items
Can I exchange my purchase?
Unfortunately, we do not offer exchanges. If you wish to exchange an item, please return it in accordance with our Change of Mind policy and place a new order for the desired item.
What is my product is damaged in transit?
While we take great care to ensure safe delivery, occasionally items may be damaged during transit. If your product arrives with visible or significant damage to the packaging or the item itself, please:
1. Take clear photos or a video showing the damage to the packaging before opening.
If the product has also been affected, please include photos of the damage to the item.
2. Contact us immediately with your order details and the images.
Once we receive this information, our team will investigate the issue and work with you to provide an appropriate solution as quickly as possible.
What if there is a fault with my product?
In the rare event that a manufacturing fault occurs, our team will work with you to provide an appropriate solution. This may include troubleshooting support, replacement parts, or other remedies depending on the nature of the issue.
To help us assess the fault, please contact us as soon as you notice the problem and provide the following details:
1. Your order number.
2. The name of the faulty product
3. A description of the fault including images
Once we receive this information, we’ll review the issue promptly and work to resolve it as quickly as possible.
📐 Product Information:
Where can I find dimensions and materials for each product?
Each product page includes detailed dimensions, materials, and care instructions. Contact our team if you need further information.
Do the products require assembly?
Yes, our furniture requires assembly. Each product page will specify whether assembly is needed, and we include clear instructions with every order.
How do I care for my furniture?
Care instructions are included with every product. You can also find cleaning and maintenance tips in the assembly instructions of each product
⭐ Other Common Questions:
Are your products covered by a warranty?
Yes, all standard products purchased from Big Lot include a 12-month warranty, covering manufacturing defects and structural integrity. This warranty ensures that any genuine manufacturing issues are assessed and resolved in line with Australian Consumer Law.
Metro Mattress range is covered by an extended 3 year manufacturer warranty.
The Harbour City and Urban Mattress ranges are covered by an extended 10 year manufacturer warranty, as specified on the relevant product pages.
Clearance and Ex-Display items do not include any store warranty. This is because these products are either end of line, heavily reduced & in cases of ex-display items may have minor imperfections.
This does not affect your rights under Australian Consumer Law.
Do you have a loyalty program or offer discounts?
We love rewarding our customers! Sign up for our newsletter to access exclusive deals, discounts, and early access to new collections.
How do I know if a piece will fit through my doorways or stairs?
We provide detailed product dimensions to help you measure your space. Still unsure? Contact us, and we’ll help you double-check everything.
What should I do if I receive the wrong item?
If you receive the wrong item, contact us immediately with your order number, and we’ll arrange a replacement as quickly as possible.
💬 Support & Assistance:
How can I contact customer support?
Our support team is available via phone or email during business hours. Please complete the below form and one of our team members will be in touch.
Can I visit your showroom?
Yes, you’re welcome to visit our showroom during the following opening hours:
Mon–Fri: 9 am–5 pm
Sat: 9:30 am–3 pm
Sun: Closed
We'll get back to you as soon as we can!