Help

Here at Big Brands we will always do our best to make sure you have the help you need. Please see if any of the below headings below will help you with your queries. If your question is still unanswered, please don't hesitate to CONTACT US.

Frequently Asked Questions

1. Does Big Brands ship to addresses outside of New Zealand?

Unfortunately we only ship to addresses within New Zealand.

2. Does Big Brands ship to PO Box Numbers?

For small orders we can ship to PO Boxes, however any larger orders we will require a physical address. Usually any orders over $500 will require a physical address.

3. What forms of payment do we except?

Currently we accept Visa, Mastercard, AMEX and bank transfer.

4. What are the shipping costs for my order?

Any orders that total less than $100 will incurr a $5.00 delivery fee and any orders that total more than $100 have FREE SHIPPING. Rural Addresses may incur additional costs.

5. How long does it take to ship the goods/receive my order?

Shipping takes 2-4 working days anywhere in New Zealand from the time you place the order. Rural delivery address may take additional working days.

6. Is my credit card safe to be used on Big Brands?

Absolutely. Big Brands is certified as a secure site and use 128 bit SSL encryption technology. We guarantee all purchases made on Big Brands are 100% safe.

7. My purchase doesn't fit, how can I return it?

We have a 100% satisfaction guarantee on all our products. Please follow the steps under the returns heading below to make sure you meet our requirements.

8. My purchase is damaged, how can I return it?

We 100% back our garments against manufacturers defect. Please follow the instructions on the returns page.

9. Are all the products on Big Brands genuine?

We 100% guarantee this. If for any reason you suspect your purchase is counterfeit when you receive it, we can explain the ways you can identify that the product is genuine or you can return the product if you still unsatisfied.

Returns

We offer a 100% satisfaction guarantee on all our products. Once you receive your purchase, if your not completely satisfied with your purchase we will repair, replace, give store credit or refund your purchase (excluding freight) provided the following conditions are meet;

* We must be contacted within 14 days from the date of receipt for the product.

* Products must be in the original condition and in the original box and/or packaging.

* The return must have an RA# (please see below).

* The return needs to be received by us within 2 weeks of the RA# been issued to you.

* A separate box/packaging must be used when returning shoes, the original box cannot be used as packaging.

- Shipping & handling is not refundable for returns. Gift certificates are non refundable. Unfortunately bikini's, underwear, software and DVD's are non refundable either for obvious reasons, unless faulty.

- Items that are returned and don't meet the above conditions or have be worn with notable wear i.e. stains, wear, marks etc, will not be accepted. If you do ship items in this condition, Big Brands is not responsible for returning or processing such items.

- We will repair, replace or refund any item found to be faulty due to manufacturers defect as per the Consumer Guarantees Act 1993.

- A credit or refund will only be issued if we cannot repair or replace the product in question.

- Any goods to be returned due to a manufacturers defect or your not completely satisfied with your purchase require a Return Authorisation number (RA#) before doing so, returns will not be accepted without a RA#. Please simply CONTACT US requesting an RA#. Please provide the following information:

* Please select the subject as Return Authorisation

* Provide information as to the account the product was purchased on and the date.

* List the product in question with a clear discription of the problem.

* Provide proof of purchase, you can just email us your order confirmation.

Delivery & Shipping

- Currently all deliveries are through PBT Couriers.

- When your order is dispatched you will be emailed a track and trace number so you can track the progress of your shipment.

- If orders are placed before 1pm they will be dispatched the same day. If orders are placed after 1pm they will be dispatched the following working day. From this dispatch time please allow 2-4 working days for delivery.

- All deliveries are Monday to Friday only. We do not deliver on weekends or public holidays.

- All delivery costs are calculated by the cost of your order. It will be calculated when you proceed to checkout. It is calculated as follows:

* orders less than $100 - Freight is $5.00

* orders over $100 - FREE SHIPPING

- PLEASE NOTE: Rural Delivery addresses may take additional delivery time and incur additional delivery costs.

- If you have ordered an item that is sold out, we will attempt to contact you straight away. Reasons for delay may occur if your address could not be verified or your credit card was declined . We hope you understand we will be doing our best to resolve these matters as quickly as we can.

Payment

This Site uses DPS to process your credit card payments and all data is SSL 128-bit encrypted, ensuring you can make your payment in confidence.

We currently except Visa, Mastercard and AMEX. All credit card payments are done in real time.

We are also now happy to announce we accept bank transfers. Please just proceed through check out as per normal and select the "BANK TRANSFER" option.

Privacy Policy

Here at Big Brands we committed to you guys, our customers. We have put procedures in place to ensure your information is kept secure.

- All your information that you provide Big Brands with is kept securely. Big Brands will not sell or rent your information to external parties. Information will only be released if we consider it to be necessary to enforce our terms and conditions, comply with law, for the purpose of court proceddings etc.

- Big Brands will from time to time send out promotional offers to you. If it is requested, we will immediately remove you from our mailing list.

- Big Brands offers full account management including the ability to update or alter your personal information.

- It is important to keep your username and password secure and to yourself. Any actions taken with your account are your responsibility. Therefore if you choose to share your information with someone else, you are responsible for any actions they may take with your account.

- The emailing tools provided by Big Brands must not be misused in any way, in doing so this would violate our Terms and Conditions or Privacy Policay and may cause your account to be revovked.

- If for any reason you wish to cancel your account and have all information removed from our system, please send us an email with the request and we will have your account removed.

- When a transaction is processed, your credit card details do not get transmitted through the Big Brands website. All transcation are processed through a secure payment service provider, Big Brands uses Pay Station. Pay Station hosts and manages the payments page and everything is processed with full SSL encrytion. Your credit card details will not be held by Big Brands.

If none of the above has answered your questions please don't hesitate to CONTACT US. We will get back to you as soon as we can and answer your questions to the best of our abilities.