FAQ and Terms

Pricing & Currency

All pricing is in Australian dollars and includes GST. You will be able to view the GST component of your purchase on your invoice.

All prices are subject to change without notice and all items remain property of the National Gallery of Victoria until paid for in full.


Orders and Delivery

All orders will be processed within 3 business days (excluding public holidays) of the order being entered into our system. Please allow an additional 5-7 business days from this date for postage. Tracking numbers are only supplied for Express Post deliveries.

Various postage services are offered via Australia Post, and postage is calculated based on the total weight of the order and delivery address.

Items of high value are shipped using a courier service with insurance, to cover against loss or damage. Specific delivery information is outlined for each item. Please ensure you check the Specific delivery terms when selection all items.

For these items shipping options are selected before adding the item to your cart. The shipping costs for these items are a set price based on delivery destination for the following zones;

  • Metropolitan Melbourne
  • Regional Victoria
  • Interstate
  • International

Pick up in store – if you wish to collect your order in store, please select this option. Please ensure you provide a contact email address and you will be notified when your order is ready for collection. In store order collection is only available from the NGV design store at 180 St Kilda Rd, Melbourne, 10am – 5pm daily.

International postage times vary.

Should your item/s not be available for any reason, you will be contacted immediately by one of our customer service representatives.

Should you be looking for a National Gallery of Victoria product you have seen in our stores that is not listed online, please do not hesitate to contact us to obtain a price and have a mail order processed.

03 8620 2242
OR
ngvdesignstore@ngv.vic.gov.au


Packaging

We always do our best to package products appropriately to avoid any damages, however if you do receive a product that has been damaged in transit please contact us within 3 working days from receipt date via email: ngvdesignstore@ngv.vic.gov.au

We will then require the product to be returned via post in order for you to receive a replacement. Return postage costs for all damaged items will be reimbursed.


Shipping Carriers

Postage is charged as per Australia Post rates. Please see their postage calculator for further details http://auspost.com.au/apps/postage-calculator.html

Packages sent via Australia Post to metropolitan areas generally take 3–4 working days from the date of shipment to the date of delivery. Please allow longer for Victorian and interstate areas. International shipping times vary.

If you are unavailable at the time of delivery or the package is over-sized, Australia Post will leave a notification card at your delivery address advising you of the nearest Australia Post Centre to pick up your parcel. Please check the Australia Post website for collection times.

Please note these figures are a guide only and we do not have any control over your package once it is with Australia Post.


Making Purchases

If you wish to purchase from the National Gallery of Victoria online store you must be of legal age. If you are under the age of 18, please ensure you have the permission of a parent or guardian before proceeding to checkout.

All personal information provided to us must be correct and truthful at the time of purchase. Any attempts of fraud will be detected and passed on to the appropriate authorities. Please ensure you enter the correct delivery address. We will not be held responsible for any incorrect delivery addresses given or any parcels returned to us as a result of incorrect delivery instructions or failure to collect items from Australia Post if notified. Such items will incur new delivery charges before being dispatched again.

All items in our store are to be purchased for private use only and not for resale. The National Gallery of Victoria has the right to decline orders that we suspect to be the case.

Should you have any queries with regards to our Shipping and Payment Policies, please contact the store either via:

email: ngvdesignstore@ngv.vic.gov.au
OR
by post to: 180 St Kilda Road, Melbourne 3000
OR
phone us on: 03 8620 2242


Agreement to Terms of Use

These Terms and Conditions of Use (the “Terms of Use”) apply to the National Gallery of Victoria (NGV) Website located at www.ngv.vic.gov.au (the “Website”), and the National Gallery of Victoria (NGV) Store website located at www. www.store.ngv.vic.gov.au/ (the “Online Store Website”)


Members Discount Information

Contact us via ngvdesignstore@ngv.vic.gov.au with your membership number to receive the discount code to be applied at checkout. Members receive 10% discount on all products* excludes NGV editions. Not applicable with other offers.


Payment

We accept all major Credit Cards (Australia Only and China Union Pay). Should you have any questions regarding payment methods please contact us at ngvdesignstore@ngv.vic.gov.au

The National Gallery of Victoria does not store any of your credit card information. Our secure, encrypted payment gateway is provided by PayPal so you can be sure your personal details are protected.


Returns & Refunds

Please choose carefully. We do not offer refunds for change of mind purchases but will gladly exchange or issue a store credit note provided items are returned within 30 days of purchase, in their original condition with proof of purchase.

Returns can not be made in store and must be return posted for exchange by post to:

180 St Kilda Road, Melbourne 3000

No exchange or refunds offered on sale items.

Where items are faulty, have been incorrectly described, or are not fit for intended purpose, you can choose between a refund, exchange or store credit note.

Please always retain your receipt for proof of purchase.

Returns Policy applies to all online and in store sales.

In order to obtain an exchange or refund we require:

  • The item(s) are new (returned within 30 days of purchase).
  • Any tags and/or labels are still attached, and item(s) still in their original packaging.
  • Proof of purchase is included.

We have the right to not accept returns for items that are not in new condition/not in the original packaging. All costs involved in returning items will be at purchasers expense. Faulty merchandise returned within 30 days will be replaced where possible, if not a full refund will be given.


Returns Procedure

To return your purchase please follow this easy procedure:

Contact ngvdesignstore@ngv.vic.gov.au and advise us that you would like to return your purchase.

Please post your purchase either in your own packaging or an express post satchel. Either one is fine, however we require a tracking number for your postage. If you do not supply us with this number we will not be able to take any responsibility for your return not arriving to us. Please then email this tracking number to ngvdesignstore@ngv.vic.gov.au

Please send your return parcel to:

NGV Design Store
Online Shop Returns
180 St Kilda Road
Melbourne 3000
Australia


Linked Content

Sites displayed in search results or linked to by NGV design store are edited and controlled by unrelated parties. We may produce search results, automatically generated content and/or links to sites that some people find objectionable, inappropriate, or offensive. We cannot guarantee that a search or review of NGV design store will not locate unintended or objectionable content and assume no responsibility for the content of any site included in any search results or automatically generated content or content otherwise listed in or linked to by NGV design store.


On-site Use Only

You may not take content from NGV design store and reformat and display them, or mirror NGV design store on another web site. You may not send automated queries of any sort or "meta-search" NGV design store.


Changes In Terms and Conditions

We reserve the right to modify or terminate our Terms of Use in the future, for any reason, and without notice, without liability to you or any other user or any third party. Please review these Terms of Use from time to time so that you will be appraised of any changes.

Should you have any queries with regards to our Refund and Return Policies, please contact

The NGV design store via

email: ngvdesignstore@ngv.vic.gov.au
OR
by post at 180 St Kilda Road, Melbourne 3000
OR
phone us on: 03 8620 2242