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Shipping rates for NZ warehouse stocked products start from $15 for Auckland metro area, up to $50 to south island for limited size of product. Depends on the actual weight and size of the product you order, the most cost effective shipping rates will be calculated at the time of purchase. For products shipped from China warehouse, shipping cost is from $1 for economic air mail. The cost varies depending on the size, weight and destination of your order. Please note, shipping cost is per item basis. Shipping details are provided for each product in the product listing page.

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Your order will be shipped from either New Zealand or China. Details are specified for each prodcut on the product listing page. We have warehouses in Auckland New Zealand, Shen Zhen China and Tianjin China and quite a few small warehouses located in mainland China. This is to maintain a fairly low distributing cost and bring the benifit to our customers.

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When you process your order in the checkout the page will notify you if your payment has been accepted or denied. If you are paying via direct credit you will receive an email from BigFace with the account name and number for you to transfer the money into. Once your payment has been received you will receive an email confirming that your order is now being processed and an email with your tracking number once your order has left our warehouse.

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Please be aware that it can take up to 2 business days for your direct deposit payment to clear and be allocated to your order. You could notify us through your account. Just click the button of "notify" for the order you have placed with us once you have done the direct debit. We will do our best to check and confirm your payment. Once your payment is confirmed, your order will be processed by our warehouses.

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We aim to have your order on the courier as soon as we can. Please allow 1 to 2 business days for Auckland deliveries, 1 to 3 for North Island deliveries and 3 to 6 for South Island deliveries. Rural Deliveries will be a extra 1 to 2 days. Please make sure you indicate your RD when placing your order to avoid further hold up. Around Public Holiday periods please allow a few extra business days to receive your delivery. During the Christmas period please expect the courier delivery to take a little longer then usual!

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Orders typically dispatch within 1-2 days. Shipping times vary based on the individual product and destination. To view estimated shipping times for your orders, please visit your Order History and choose "Details" for more information. You can track your package's delivery progress at any time from this area. Please note, it may take several days for tracking information to be updated.

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All items may be returned within 30 days of delivery. To return an item, please contact BigFace customer support through product history "support". Please note that we don't cover return shipping costs at this time. For more information, please review our "Return Policy". Please note, you can't get a full refund if you want to return an item simply because your changed your mind.

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You can check the status of your refund by visiting your Order History. It may take 5-10 business days for your refund to be processed back to your original form of payment. If you're still having trouble finding your processed refund in your account, we recommend contacting your bank or payment provider for more information.

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We can only refund your money to your original payment method and we are unable to issue refunds to a different card, different account, or different payment method. For more information please review our "Return Policy". We recommend that you contact your card issuer for help with receiving a refund if your card was replaced. If you insist on receiving refund to a bank account. 10-20% admin fee will be charged against your refund due to varies transaction cost.

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If you have ordered the wrong size, colour or have changed your mind, you will be charged for shipping costs to return it back to the BigFace for exchange or a gift card. If you receive an item which is faulty or broken, BigFace is happy to exchange the goods or issue you a refund. Shipping fee is not refundable.

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In the case of ordering the wrong item you will need to let us know ASAP through our contact form. We try and get our online orders on the courier as quickly as possible, if your parcel has already been processed and is on the courier you will need to either take a proof of purchase for an exchange or courier it back to us.

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We currently accept payments through the following payment providers:
• Credit Cards / Debit Cards (Visa, Mastercard, American Express, Discover, Cirrus, and Maestro through PayPal payment gateway)
• PayPal
• Direct Deposit / Bank Transfer
We cannot accept cash or payment in installments. Please note that the list of available payment methods may change depending on which product you purchase and all payments are made in New Zealand dollars.

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You can change any of your personal details in the "My Account" section located on the top right of BigFace website. Click on "My Account" and then "Account Information". Then you can edit your profiles.

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Yes, we do stock parts! If you are looking for a part of an item which you bought from BigFace, contact us along with a picture of the part which is broken and the name of the product. We will try to find a solution for you.

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We may send special offers in our advertisements (TV, email, magazine etc) where you can use promotional codes in our online store. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between specified dates. To use a Promo Code online offer, simply type the code into the Promo Code area at checkout. Please make sure you read any Promo Code Terms and Conditions. Promo codes are not compulsory. If you do not have a promo code, you can bypass this section.

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BigFace does not collect any payment for customs or any other fees, and cannot reimburse any extra charges. For items dispatched directly from our oversea warehouse, there may be a custom charge for values over $60. We recommend that you contact your local customs office if you have any doubts or questions about whether or not your item will be permitted into the country.

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For assistance, please contact our Customer Support team in your Order History and click "Support" for the order you need assistance with.

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You can find your order invoice in your Order History and click "Details". This page as well as the confirmation email you received can be used as an invoice for your records.

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You can unsubscribe from email communications by following these steps:
1. Visit Settings.
2. Click "Notifications" on the left panel.
3. Check the appropriate boxes to change your type of notifications.