Welcome to Big Shoe-Zam.

Customer Service

 

Shipping & Delivery

Do you ship internationally

Yes, Big Shoe-Zam ships to a large variety of international locations. We generally ship utilising Australia Post, and offer Air Mail and Express Courier International options to our international shoppers.

Do you deliver to my country?

During signup we'll ask for your delivery address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot deliver to your country at this time.

Do you cover the costs of tax and duties?

Orders sent outside Australia, may incur charges such as import duties, GST, VAT and other fees. Customers are responsible for paying these fees. We suggest you contact your local customs authority to find out information about the fees that may apply.

Orders shipped within Australia include GST.

How much will delivery cost?

Delivery cost is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Delivery Method choices and their prices.

We offer FREE DELIVERY on eligible product orders of over A$150 when shipping within Australia. If all the items in your order qualify for 'Free Delivery' and your total order value is A$150 or more, your order is sent to you for FREE!

We also offer FREE DELIVERY on eligible product orders of over A$250 when shipping to New Zealand.

When will my item be sent?

Big Shoe-Zam generally send available items within one business day of receiving your order. If items are not immediately available, we provide a note on the item on our website which indicates when we expect it to be available to send. Please see each individual item page for more information on the availability of each item.

You will receive a shipping confirmation when your order has sent and tracking information within 24-48 hours of the item being sent.

Can I pick up my order from your store?

You may also elect to pick up your order directly from our home based office in Burwood, VIC, Australia. Order pick up is by appointment only. If you elect to pick up your order, we will contact you to organise a mutually convenient time.

Privacy & Security

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

This website is protected with Verisign SSL (secure socket layer) encryption, the highest standard in Internet security.

Returns & Replacements

What is your return policy?

Big Shoe-Zam have a 30 day return and exchange policy for items purchased through our store. Please refer to individual product descriptions to confirm the return policy applicable to each product.

If you are not satisfied with your order for any reason, you may return the products within 30 days of purchase. The product must be unworn and in the original packaging. Please do not write or stick anything on the shoe box.

If the return policy under the product description for the item you purchased indicates it is eligible for a refund, and you return it within 14 days of purchase, you can choose to receive a full refund for your item. Please note, sale items are generally not eligible for refund, but can generally be exchanged for an alternate item or a store credit.

If the return policy under the product description for the item you purchased indicates it is eligible for exchange or store credit, and you return the item within 30 days of purchase, we will happily exchange the item for another equivalently priced item from our store or provide you with a store credit that you can utilise for a future purchase.

Items will not be accepted for refund or exchanged without prior arrangement with us once 30 days from purchase has passed. If you believe you have a valid reason to return your product outside of our standard return time frame, please do not hesitate to contact us to discuss.

Big Shoe-Zam is not responsible for return postage costs. If an exchange is requested we will charge you postage to ship your exchange item to you. Exchanges are not eligible for free shipping. Once your return item has been received, we will send you a PayPal invoice to cover the cost of shipping your exchange item to you. Please pay this invoice promptly to avoid delays in receiving your goods.

How do I return my product?

Before sending an item back to us, please submit a return item request through our RMA system. This can be accessed by signing into your Big Shoe-Zam account and selecting the 'RMA' option in the left navigation menu or by clicking on the 'Request RMA' link or the 'Orders and Returns' in the footer of our site. Please note, if you are accessing our site through the mobile store view, you may need to switch to the main site view to access this feature.

Once submitted, your request will be reviewed and approved within 24 hours. Please do not ship the item until your return has been approved. Once your return item request has been approved we will provide you with return instructions and documentation to be printed and included with your item. Your exchange, refund or store credit will be processed within 5 business days of us receiving your returned shoes.

Once your return request has been approved by us, you can return your shoes to :

Big Shoe-Zam Pty Ltd
PO Box 1011
Ashwood VIC 3147
Australia

I received the wrong product or a damaged product.

If you feel that you have received the wrong product or your product is damaged, please complete a return item request through our RMA system within 72 hours of receiving the product. Our RMA system can be accessed by signing into your Big Shoe-Zam account and selecting the 'RMA' option in the left navigation menu or by clicking on the 'Request RMA' link or the 'Orders and Returns' in the footer of our site. We will organise the return and/or replacement of the item as soon as possible.

When will my credit appear on my account?

Your financial institution can take up to 7-10 business days to process a refund to your account. We process any refunds or credits within 5 business days of receiving your return item(s).

How do I utilise the store credit you have provided me with?

When you request a store credit, we provide you with a gift certificate that can be utilised within our online store. This gift certificate has a unique identification number. We recommend you redeem this gift certificate immediately upon receipt or keep the gift certificate in a secure locations. Big Shoe-Zam accepts no responsibility for lost or misplaced gift certificates.

To redeem your gift certificate:
1. Login to your Big Shoe-Zam account using the 'Log In' link at the top of our website.
2. Select the 'My Gift Cards' option in the left navigation menu of the My Account Dashboard.
3. Enter your gift certificate code in the box provided and press the redeem button.
4. When you checkout, tick the box to indicate you want to use your gift card balance for this purchase.

Ordering

To order shoes from our site, simply click on the shoe you wish to order. You will be taken to the product page. Here you can select the size and colors you wish to order then press the 'Add to Cart' button. A box will pop up confirming the item has been added to your shopping cart. You can then either elect to continue shopping for more items or view your cart and checkout by selecting the appropriate button.

When you have completed your shopping and arrive at your shopping cart, you simply need to press 'proceed to checkout' and you will be taken to our simple one page checkout form. Complete your name and address details, select your shipping and payment options, double check the items in your order are correct, then press the 'Place Order' button. Your transaction is now complete.

We will send you an email to confirm we have received your order, and another email once your items have been shipped to you.

How do I find my product?

To find the product(s) you're looking for, you may:
1. use the navigation menus on the top, left & bottom of our website.
2. type a keyword into the SEARCH box.

If you have any trouble locating a product, feel free to contact Big Shoe-Zam for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website.

QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact Big Shoe-Zam for assistance.

Payment, Pricing & Promotions

What are my payment choices?

We currently offer payment via the following methods:
VISA
Mastercard
PayPal
Bank Deposit (Australian orders only)
Lay-buy

Please note, available payment options may vary depending on your location. During the checkout process you may choose any of the displayed payment options and continue to place your order. We will send your order once we receive payment from you. With the exception of lay-buy, if we do not receive payment from you within 3 business days of placing your order, your order will be automatically cancelled and the stock made available to other customers to order.

What is lay-buy?

When you lay-buy an item, we put the item on hold for you so it does not get sold to anyone else. You can then pay for them over an agreed period of time in instalments. It is our way of making great shoes really affordable for you, by allowing you to pay them off over a period of time.

What are the terms of your lay-buy arrangements?

If you select the lay-buy payment option at checkout, you will be redirected to PayPal to set up a payment agreement which will process your deposit payment, and set up your monthly payments so that they can automatically be deducted from your nominated account.

Big Shoe-Zam is not obliged to provide you or any customer with a lay-buy arrangement.

Some items may not be eligible for lay-buy. If an item is not eligible for lay-buy it will be indicated at the top of the detailed product description page. All items in an order must be eligible for lay-buy if the lay-buy payment option is selected.

Customers who repeatedly fail to comply with our lay-buy terms and conditions may be prohibited from placing orders utilising our lay-buy payment option. If a customer is prohibited from placing orders using our lay-buy option, we will notify them via email.

Big Shoe-Zam may, at its discretion, remove lay-buy as a payment option for individuals or groups of customers for any other reason we deem appropriate.

Big Shoe-Zam utilises the services of Lay-Buy Financial Solutions Pty Ltd (trading as www.lay-buys.com) to facilitate its lay-buy arrangements. Under this arrangement, we have identified core principles we believe are integral and imperative for all Lay-Buy deals transacted through our PUT IT ON LAY-BUY powered by PayPal checkout payment option to be fair and reasonable per the Fair Trading Act 1999.

The following principles below therefore make up the Terms & Conditions for all Lay-Buy transactions:

1. Record of Payment

A record of payments transaction history will always be available for both the merchant and buyer, recording all amounts paid to-date and the date and value of all future pending payments

2. Storage and Identification of Lay-Buy Products

Product’s on Lay-Buy will be set aside and stored separately to other products. Products will be clearly identified as Lay-Buy products by a number or some other identification.

3. Cancellation of Lay-Buy by Buyer

The buyer may cancel a Lay-Buy at any time prior to delivery of products and on delivery of products if the products are damaged by so advising seller in writing or if seller agrees, orally. If a buyer cancels a Lay-Buy, seller will, if so requested by the seller, give the buyer a “cancellation statement” which sets out –
a) The purchase price of the products; and
b) Advise customer of the cancellation fee payable to seller under all Lay-Buy Contractual Agreements; and
c) The total amount paid under the Lay-Buy; and
d) Any amount owing to either the buyer or seller under the terms of the Lay-Buy on the cancellation of the Lay-Buy.

If seller does not accept the buyer’s oral cancellation it is obliged to give/send the buyer a duly completed Lay-Buy cancellation form immediately.

4. Cancellation of Lay-Buy by Seller

The seller under a Lay-Buy must not cancel it unless -
a) The buyer breaches a term of the Lay-Buy; or
b) The seller stops trading; or
c) The products are no longer available

5. Cancellation on breach by Buyer

If a buyer has breached a term of a Lay-Buy and seller intends to cancel the Lay-Buy, before doing so seller must –
a) Give the buyer notice of seller’s intention to cancel the Lay-Buy; and
b) Allow the buyer at least 14 days within which to rectify the breach; and
c) The notice to be given has to be:
I) in writing, sent to the buyer’s last known address, or, if the buyer so agrees, orally; and
II) must specify the breach of the Lay-Buy for which the Lay-Buy is being cancelled; and
III) must state the time within which the buyer must rectify the breach;
IV) must state the matters listed per below:
* the purchase price of the products;
* all cancellation charges payable under the agreement; and
* the total amount paid under the Lay-Buy;
* any amount owing to either the buyer or seller under the terms of the Lay-Buy on the cancellation of the Lay-Buy.

The Lay-Buy is cancelled at the end of the period specified in the notice unless the buyer rectifies the breach before then or Seller agrees not to cancel it.

6. Cancellation where business closes

If Seller under a Lay-Buy agreement proposes to stop trading before the agreement is completed, Seller must give notice of the proposal to the buyer and must either –
(a) allow the buyer 7 days within which to complete the agreement; and
(b) cancel the Lay-Buy

7. Cancellation where products not available

If the products are no longer available, Seller must cancel the Lay-Buy and refund all monies to the buyer

8. Effect of Cancellation

Subject to the above, when a Lay-Buy is cancelled by either party, Seller must refund all money paid within 14 days less a $25 cancellation fee. There are circumstances which prohibit Seller from keeping the cancellation charge. These include but are not limited to, situations where the products are damaged or not delivered or where Seller has breached a term of the Lay-Buy statement.

9. Cancellation Charge

Seller shall charge the buyer a $25 cancellation fee under the terms of all Lay-Buy deals.

10. Banking Chargeback Fees

The seller shall be entitled to pass-on to the buyer all chargeback fees received by any given bank for any given customer chargeback from any given Lay-Buy deal.

11. Service Fee

Seller shall not charge the customer any interest charges, membership fee or service fee on any Lay-Buy sales transaction.

12. Lay-Buy Reporting

Seller shall have reporting in place for all Lay-Buy deals covering Down Payment made, Lay-Buy period, Frequency of payments required, Payment amount required per instalment; and a full record of all payments made to-date (amount and date on which made)

13. Delivery

The seller will only dispatch the buyer product/s after receiving the final instalment payment for all Lay-Buy deals.

14. MISCELLANEOUS.

14.1 This Agreement shall be binding upon, inure to the benefit of, and be enforceable by the representatives, successors and assigns of the parties hereto.
14.2 This Agreement may be amended only by a written instrument duly executed by all parties hereto.
14.3 The parties hereby represent and warrant that each of them has full legal right, power and authority to enter into this Agreement and to carry out its obligations hereunder.
14.4 This Agreement may be executed simultaneously in one or more counterparts, each of which shall be deemed an original but all of which together shall constitute one and the same instrument.
14.5 Article headings contained herein are for reference purposes only and shall not in any way affect the meaning or interpretation of this Agreement.

I have a question on my charges.

Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact Big Shoe-Zam for further assistance.

When will my credit card be charged?

Your credit card will be charged within 24 hours of your order being placed with Big Shoe-Zam. We authorise your payment automatically when you make your purchase. Your financial institution will put a hold on these funds until we verify your order and complete the payment request.

How do I use a coupon?

There is an area available both on the shopping cart and the checkout pages to enter your coupon code.

How do I use a gift certificate?

Your gift certificate has a unique identification number. We recommend you redeem this gift certificate immediately upon receipt or keep the gift certificate in a secure locations. Big Shoe-Zam accepts no responsibility for lost or misplaced gift certificates.

To redeem your gift certificate:
1. Set up or login to your Big Shoe-Zam account using the 'Log In' link at the top of our website.
2. Select the 'My Gift Cards' option in the left navigation menu of the My Account Dashboard.
3. Enter your gift certificate code in the box provided and press the redeem button.
4. When you checkout, tick the box to indicate you want to use your gift card balance for this purchase.

Viewing Orders

To view your orders or print invoices, simply click the "My Account " link at the top right hand side of our site.

Updating Account Information

To update your account information, simply click the "My Account" link at the top right hand side of our site.

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