How do I contact the Customer Support Team?

Our Customer Support Team is available for contact 24 hours a day, 7 days a week via email or Facebook messenger. Though responses will be slow outside of regular business hours 9am - 5:30pm, Monday - Friday.


Facebook: @BigPlayGames

Credit card payment not working?

There are many factors that could lead to a payment error and 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 processed too far through our warehouse or has been marked as shipped then this may not be possible, however, we still want to help so please let us know.

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 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.

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 in a credit or refund as per our policies.

Consumer Guarantees?

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined time frame. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time. Where an item is damaged through misuse or abnormal use, Big Play Games cannot provide a refund, exchange or repair, whether the fault is identified by Big Play Games, the manufacturer or their service agent. Big Play Games will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.