Frequently Asked Questions

General Enquiries

·    How do I order online?

You would need to create an account here with us to order.

·    How do I create an account?

You can click here to start.

·    How to view the orders I’ve made?

Clicking “My Account” will give you a summary of all your previous orders. You can also check your order status here!

·    What if I want to order more than the website allows?

Our apologies, but many of our products are available in limited quantities as they are handmade. If you would like to get in touch about a larger order, please email us at bigonline@thebiggroup.co

 

Christmas Takeaway

  • How do I receive my order?

You can select to receive your orders via delivery, self pick-up or dine-in. Kindly find below for more details

You may select ‘Delivery’, ‘Self Pick-up’ or ‘Dine-in’. Please indicate this in the Remarks box when you Checkout or we won't be able to process your order effectively.

 1. Delivery*

We will deliver your Christmas Takeaway orders to you if you’ve placed your orders on BIG Online before 1st December 2016. Orders made after this date will not be applicable for delivery unless a minimum spend of RM500 is made. A confirmation process will also be made to secure your delivery. Please ensure that your contact details are accurate and up-to-date to avoid any inconveniences.

 

Delivery services is available only to these locations from 2nd December 2016 till 1st January 2017. Delivery time is only between 1pm to 4pm. :

Publika: Desa Park City, Mont Kiara, Sri Hartamas

Glomac: TTDI, Bandar Utama, Damansara Perdana

Batai: Bukit Damansara, Pusat Bandar Damansara, Bangsar

KLCC: Bukit Ceylon, Bukit Bintang, Ampang

 

*Subject to availability

 

2. Self Pick-up

Orders made on BIG Online can be self pick-up from BIG Helpdesk at Ben’s Independent Grocer, Publika, Solaris Dutamas. Kindly indicate in the remark box the time slot that you wish to pick-up your orders. Please ensure that you print and bring along your Tax Invoice for proof of purchase. 

 

The available time slots are:

Slot 1 - (12pm till 3pm)

Slot 2 - (6pm till 9pm)

 

3. Dine-in

Dine-in option is only available at Ben’s restaurant (Publika, Pavilion, KLCC and Bangsar Shopping Centre) and subject to availability. A 10% dine-in charge for Christmas Takeaway order will be made during the day of your dine-in. Kindly provide us your contact details for our restaurant manager to contact you for confirmation on availability and reservations.

 

To update your contact details, please Login to your account and update your info at Address Book. For more information or help, please contact us via :

 

Tel : +603 - 6209 2200 (Weekdays only, Except Public Holidays, 9am - 6pm)

Mobile : +6010 - 265 9539 (Joy)

Email : social@thebiggroup.co 

 

  • Can I change my order?

As soon as we receive your order, we send it to our kitchen immediately for production. If you do need to change your Order, you must inform us via social@thebiggroup.co at least 3 working days before Collection Date. A change in pick-up dates or time is subject to approval.

  • Can I cancel my order?

You may cancel your order but in the event of a cancellation, payment made is non-refundable. The BIG Group reserves the right to ammend the Terms & Conditions without prior notice.

 

Returns & Refunds

 

·    Can I change my order?

As soon as we receive your order, we send it to our kitchen immediately for production. If you do need to change your Order, you must inform us via bigonline@thebiggroup.co 1 working day before Collection Date.

 

·    Can I return an item/items once I’ve collected them?

As our products are produced fresh daily, we will not accept any returns once items are collected. If there is a complaint, you must return the item in its current condition to us to the collection venue within 24 hours and we will try our best to investigate further. For further information, please read here.

·    Can I cancel my order?

You may cancel your order 1 working day before Collection Date by contacting us at bigonline@thebiggroup.co with your order details and we shall refund you soonest possible by the same mode of payment. However, if the products have been produced, your order remain effective and we shall not accept your proposal to cancel or amend the order. For further information, please read here.

·    What if I’m not happy with my order?

If there is a complaint, you must return the item in its current condition in their original packaging to the collection venue within 24 hours and we will try our best to investigate further. For more information, please read here. You can also contact us at bigonline@thebiggroup.co should you have any feedbacks.

Promotions

·    I have a promotion code. How do I use it?

You can key in the promo code at “My Cart” page after you have completed shopping!

·    Can I use the promo code more than once?

Every promo code can only be used once for each account.

·    Can I use more than  1 promo code for my Orders?

Only 1 promo code can be used at one point in time.

Payment Methods

·    Will I be charged tax for my order?

All prices displayed are inclusive of Government Tax and Service Charges.

·    What forms of payment does the website accept?

We only accept Credit Card payments.

·    How do I know my payment was successful?

You will receive a Confirmation Order that contains your order details. If you have not received your Confirmation Order, please contact Customer Service at bigonline@thebiggroup.co to check your order. For further information, please read here.

Customer Service

·    How do I speak to someone from Customer Service?

You may contact us at bigonline@thebiggroup.co  or 03 6209 1773. Do note that the operation hours for calls are as from Monday to Friday, 10am to 6pm.

Terms and Conditions

·    What are your Terms and Conditions?

For our full terms and conditions, please read here.

Privacy Policy

·    Is personal information given governed by the Privacy Policy or Personal Data Protection Act (PDPA)?

Yes, all personal information are governed by Personal Data Protection Act (PDPA). Our Privacy Policy can be assessed here.

Collection and Pick Up

·    Do you have any delivery service?

We do not have any delivery service at the moment.

·    Where can I pick up my order?

You can pick up your orders at Ben’s Bake Shop, located at Ben’s Independent Grocer, Publika. We are located at Lot No. 1A, 83-95, Level UG1, Publika. We can be contacted at 03 6205 3107.

Your Orders

·    Can I customize my order?

You can let us know the writings/wishes to be included on your cake and the number of candles required. Do note that product ingredients cannot be customized.