FAQ's and Return Policy

Accounts & Help

To better comply with Australia Laws, we prefer an account to be made prior to purchase. Your details can be saved for future purchases, excluding payment information which we DO NOT keep on file.

Having trouble with your account? Try resetting your password, which can be found on the login screen. If the trouble persists, use the form here at Contact Us, found in the lower footer menu. One of our admin team will assist as soon as able.

 

Shipping Fees and Charges

As you continue to checkout, add in your address, then the correct charge for freight will come up for multiple couriers. Please note that price is different for all states and suburbs. 

Shipping destinations

We ship Australia-wide, excluding dry zones.

It is the responsibility of the customer to ensure the address is not located in a dry zone.

Fees may apply for redirection or cancellation. We cannot guarantee redirection of your order once it has been placed. Please contact our team as soon as possible to make changes to your delivery address. 

 

Shipping times

Most orders are delivered within 3-8 business days, depending on the location. Adelaide, Melbourne, & Sydney can expect faster delivery times.

Shipping time might vary due to many factors, such as bushfires, illness, & unexpected interstate delays.

Bigdepot is not responsible for delays caused by couriers once your order has been shipped from our warehouse.

 

Dispatch times

Orders are currently dispatched Monday to Friday.

Most orders are dispatched with 3-5 business days, unless the product is noted as 'not held in warehouse' or 'pre-order' in the product description when ordering.

 

Returns, Refunds & Delivery Issues

Your satisfaction is important to us. Please be aware that we have a strict returns policy - every product is a valuable but perishable item and each case is handled individually. Below is the guidelines that we base our decisions on.

 

If a product gets damaged or was faulty upon delivery (broken bottles etc)

• We'll send a replacement out asap once confirmed by the couriers.

The product delivered is not what I ordered? 

• We'll ask you to organise a time with us for our couriers to pick up the incorrect product. We'll send the correct product asap. Often the easiest solution is for the courier to pickup the incorrect product same time as delivery the correct product if suitable.

 

The product wasn't to my liking and I'd like to return it for a refund?

• Unfortunately we cannot accept returns if the productis not to your like. In exceptional circumstances we may accept a return for a Store Credit at the sole discretion of bigdepot.

 

What if the product is undrinkable?

• Due to our strict quality control standards this is a rare occurrence. We require the product to be returned for testing. If found to be expired, a full refund or replacement will be given.

 

How do I return a product?

• If instructed by bigdepot to return a product, the customer must engage a courier (such as AusPost) to return the product. Please provide proof of postage and a tracking number to our admin.

 

Placing and order

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 2 business days.

Please note that products ordered in Pre Sale will be dispatched following their arrival to our warehouse, this can take up to two weeks.

  

Discount Codes, Credits, Gift Cards, and Coupons

How do I claim a discount code or coupon?

• You can claim/use a code or coupon during checkout.

How do I use a Gift Card/Store Credit?

• You can use your Card/Credit during checkout.

Can I use multiple codes/coupons/cards/credit during one order?

• Unfortunately only one can be used for each order. This is a limitation by our platform provider, Shopify.

Will my code/coupon/gift card/store credit run out?

• At regular intervals we do clean up unused codes, credits and gift cards. We do our best to ensure any unused are not deleted. If this occurs to you, contact our admin with proof and we'll reenable the code/credit.