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FAQ's

How do I contact the Customer Support Team?

Our Customer Support Team is available for contact via email or Facebook messenger. Though responses will be slow outside of regular business hours 9am - 5:30pm, Monday - Friday.

Email: info@bigplay.store

Facebook: @BigPlayGames

Instagram: @BigPlayGames

Credit card payment not working?

There are many factors that could lead to a payment error. Should a payment fail, we recommend double checking your card details before anything else. If you believe your information to be correct and the payment is still not successful, please contact your issuing Bank.

How long will it take to ship to my location?

For all shipping information please visit our Shipping page.

Updating address details?

Have you recently moved or want to change your delivery details?

If your order has been processed too far through our warehouse, or if it has been marked as shipped, then this may not be possible. We might, however, still be able to help, so please let us know if this complication arises.

We recommend contacting our Customer Support team to ensure your details are updated before your order ships.

Returning damaged items?

We want everything we send or purchased in-store to be 100% awesome - if this isn’t the case, please contact our Customer Service Team at any of the channels mentioned above and we can assist you.

For information on our policies for Afterpay, Zip or Lay-Buy Purchase, please contact our customer service team

Returns and exchanges are subject to our returns policy.

Cancelling orders?

Changed your mind or ordered the wrong thing? Not a problem!

Contact our awesome Customer Support Team and, depending on the progress of your order (ie. processing, paid, in-transit etc), we will be able to assist with a credit or refund, as per our policies.

Consumer Guarantees?

Big Play Games offers a 💯% Satisfaction Guarantee!

We strive to ensure that every customer will always have a positive experience with us. 

  • We promise that if we fail to deliver on quality products or services, we’ll refund your purchase. 
  • If you purchased an item in person and would like a refund, please don’t hesitate to return to that location for a full refund. 
  • If you purchased an item online and would like a refund, please don’t hesitate to contact us at info@bigplay.store for a full refund. 

Still not enough? We didn't think so either! In addition we offer a 90 Day Change of Mind Policy.

Things change, people change and circumstances change and at Big Play Games we recognise that. Therefore if you have changed your mind on a purchase we offer the following:

  • If the item is still sealed and and in a re-sellable condition, we will refund the cost of the item in full. (Minus the cost of shipping if applicable.)
  • If the item is NOT sealed and has been opened then we are unable to offer a refund. However, we WILL offer a full store credit allowing you to exchange your purchases for something else that better suits your needs. Please note: Figures and Statues are not eligible for this store credit.