FAQ

We currently only deliver to destinations in Australia.

Subject to the shipping rules and restrictions.

Allow 3 - 5 days delivery to cities in Australia.
For remote areas, please allow extra time for delivery.

During sale and peak periods, orders may take longer to process. Our delivery times should only be used as a guide.

Orders are processed and delivered on business days only. Business days are Monday to Friday, excluding Australian public holidays.

Customers will be required to sign for all one of a kind deliveries.
Due to logistical difficulties in making deliveries to certain remote areas, we reserve our right to cancel your order and/or make such order subject to additional terms and conditions (including, without limitation to, requiring such orders to be conditional upon a minimum value of products being ordered in a single transaction).

Our Customer Care team will notify you of cancellation and/or such conditions after you place your order.

If our shipping provider cannot make delivery to you at the provided shipping address, the shipping provider will leave a contact card at your address informing you of the local Australia Post where your order can be collected from.

For all orders that are held at Australia Post, you will have 7 days to collect, after which the parcel will be sent back to the Big Sis HQ.

If your parcel has been sent back, please call our customer care team for assistance. Further delivery charges may apply.

When you enter your billing address details during the checkout process, you will be given the option to enter a different delivery address in the same country.

Please note that we reserve the right to contact you for further information, if you give a different delivery address to the billing address.

Most orders begin the order process as soon as your online purchase is completed. Your order will be shipped once the items are located in stock, your payment is approved, and the receiving address is verified. As soon as your order is shipped, you will be notified by email.

We currently only accept debit and credit cards (Visa, MasterCard, American Express) and PayPal. Unfortunately, we are not able to accept payment for orders over the phone.

Important information about payment:
- Charges apply as soon as an order has been successfully placed
- All cardholders are subject to validation by both Big Sis The Label and the card issuer, to ensure payment security and prevent fraud.

Please note that we reserve the right to contact you for further information if there is an issue with your payment.

All prices shown are inclusive of GST and exclusive of any delivery costs.

Products and prices which are offered in store might not be offered online, and vice versa. From time to time, we may offer additional discounts for purchases made online that do not apply instore, and vice versa.

Big Sis The Label T&C

We have a 14 day return policy. 

Please note we do not accept returns on one-of-a-kind pieces and selected accessories eg. Earrings and hats due to health regulations. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need to provide your proof of purchase.

To start an on-line return, contact us at support@bigsisthelabel.com. If your return is approved, we’ll send you an email confirming with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@bigsisthelabel.com. Please advise we endeavour to respond to all email queries within 5 business days however please allow more time during peak periods. 

Damages and issues

If you’ve  received an item which is damaged upon arrival, please contact us immediately within 24 hours of receiving the package at support@bigsisthelabel.com where you will be provided with instructions to send the item back to us for assessment. 

Unfortunately, we cannot accept returns on sale items or gift cards.