FAQS

store.ngv.vic.gov.au/National Gallery of Victoria ship all orders with Australia Post services. Australia Post advise the Christmas order cut-off dates outlined below. In order for store.ngv.vic.gov.au/National Gallery of Victoria to meet these cut-off dates, orders must be confirmed one (1) week prior to the dates listed below;

While store.ngv.vic.gov.au/National Gallery of Victoria are working hard to dispatch your order, store.ngv.vic.gov.au/National Gallery of Victoria cannot guarantee delivery in time for Thursday 24 December 2020 if not placed by the dates outlined.

Sending within Australia

Send Parcel Post by Saturday 12 December 2020 (NGV cut-off, Friday 4 December 2020).
Send Express Post by Saturday 19 December 2020 (NGV cut-off, Friday 11 December 2020).

Sending internationally

Circumstances can change rapidly in this highly volatile environment, so these dates may be subject to change. Note also that time in customs is not included in our delivery time estimate and is outside of Australia Post’s control.

Recommended final sending dates for major destinations (Standard Post):

• USA, Canada, UK, Europe: Monday 16 November 2020
• Most of Asia: Monday 23 November 2020
• New Zealand: Friday 27 November 2020

Visit our Coronavirus: International updates page for the latest advice on international deliveries.

Please read the below updates from Australia Post website, or follow guidance directly from Australia Post, which can be found at the below links (from Australia Post website, 20 November 2020);

https://auspost.com.au/christmas

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates


I do not live in Australia. Can I place an order?

store.ngv.vic.gov.au/National Gallery of Victoria accepts orders from most International countries, however our payment gateway may block order payment from certain countries. If you experience any issues, please use the Contact Us form on store.ngv.vic.gov.au.


IS SHIPPING SUSPENDED TO ANY COUNTRIES DUE TO THE CURRENT PUBLIC HEALTH SITUATION?

Currently Australia Post has suspended or delayed shipping services to the following countries based on parcel type. Follow guidance directly from Australia Post for specific country, territory and region updates and further information around expected delivery delays, which can be found at the below links (from Australia Post website, 20 November 2020);

Afghanistan
Albania
Algeria
American Samoa
Angola
Anguilla
Antigua and Barbuda
Argentina
Armenia
Aruba
Ascension Island
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius, and Saba
Bosnia & Herzegovina
Botswana
Brazil
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameron
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
Colombia
Comoros
Congo, Democratic Republic
Congo, Republic
Cook Islands
Costa Rica
Cote D'Ivoire
Croatia
Cuba
Curacao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands (Malvinas)
Faroe Island
Fiji
Finland
French Guinea
French Polynesia
Gabon
Gambia
Georgia
Ghana
Gibraltar
Greece
Greenland
Guadeloupe
Guam
Guatemala
Guinea
Guinea-Bissau
Guyana
Haiti
Honduras
Hungary
Iceland
India
Iran
Iraq
Israel
Jamaica
Jordan
Kazakhstan
Kenya
Kosovo
Kiribati
Kuwait
Kyrgyzstan
Lao, People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macao
Macedonia
Madagascar
Malawi
Maldives
Mali
Malta
Mariana Islands
Marshall Islands
Martinique
Mauritania
Mauritius
Mexico
Micronesia
Moldova
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
New Caledonia
Nicaragua
Niger
Nigeria
Niue
North Korea
Norway
Oman
Pakistan
Palau
Palestinian Territory, Occupied
Panama
Papua New Guinea
Paraguay
Peru
Pitcairn
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Russia
Rwanda
Saint Helena, Ascension and Tristan da Cunha
Saint Kitts and Nevis
Saint Lucia
Saint Martin (French Part)
Saint Pierre and Miquelon
Samoa
Samoa, America
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Slovakia
Slovenia
Soloman Islands
Somalia
South Africa
Spain
St Vincent and the Grenadine
Sudan
Suriname
Swaziland
Sweden
Syria
Tajikstan
Tanzania
Timor-Leste
Togo
Tokelau Islands
Tonga
Trinidad & Tobago
Tristan Da Cunha
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
Uruguay
Uzbekistan
Vanuatu
Venezuela
Virgin Islands, British
Virgin Islands, U.S.
Wallis And Futuna Island
Zambia
Zimbabwe

WHAT CURRENCY ARE PRICES LISTED? ARE THEY IN AUSTRALIAN DOLLARS?

All pricing is in Australian dollars (AUD) and includes Australian Goods and Services Tax (GST). You can view the GST component of your purchase on your order receipt. All prices are subject to change without notice and all items remain property of store.ngv.vic.gov.au/National Gallery of Victoria until paid for in full. All international orders are tax free (Australian Goods and Services Tax - GST).


I do not live in Australia, is my order tax free?

All international orders are tax free (Australian Goods and Services Tax - GST).


I do not live in Australia. Is Import Duty and Tax covered in my shipping cost?

Import duty and tax is NOT covered by the store.ngv.vic.gov.au/National Gallery of Victoria, therefore you will be responsible for paying all charges for your order. You will be contacted by the destination country’s local customs once your shipment arrives and you will be responsible for payment of all customs charges to release the shipment. Fees and process vary depending on the destination country and store.ngv.vic.gov.au/National Gallery of Victoria is not able to provide the value of Import duty and tax.


Can I buy multiple items?

store.ngv.vic.gov.au/National Gallery of Victoria customers can purchase the following quantities:

• 1 NGV edition per customer

• Open units for all other items


What payment types do you accept?

store.ngv.vic.gov.au/National Gallery of Victoria does not accept payments by cheque or PayPal. We accept all major credit cards, VISA, MASTERCARD, AMEX. store.ngv.vic.gov.au/National Gallery of Victoria does not store any of your credit card information. Our secure encrypted payment gateway ensures your personal details are protected.


Do I receive an NGV Members Discount?

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 items*. Premium Members receive 15% discount on all items*.
*excludes NGV editions, and some sale and already discounted items. Not applicable with other offers.


Can I order other items that are not offered on the online store?

If you are looking for a product you have seen in the NGV design store that is not available online, please contact us to obtain a price and have a mail order processed; ngvdesignstore@ngv.vic.gov.au. Please note not all items are offered for mail order sales.


How long will my order take to process and when will I receive my order?

At this time, the advised processing and shipping times cannot be guaranteed due to the current public health situation.

International airlines have announced reductions and cancellations of flights from Australia. This has had a significant impact on International freights and extensive delays may be experienced. We will continue to process orders for despatch as quickly as possible at this time.

We thank you for your patience and understanding during this time.

Customers should allow up to five (5) business days for order verification and dispatch from the day after orders are placed in our system (excluding public holidays). Please allow an additional ten (10) business days from this date for delivery for Australian orders (excluding public holidays). International shipping times vary significantly. Shipping confirmation will be sent when your order is dispatched including tracking details. Orders are not processed or dispatched on Saturday or Sunday. These are estimated timeframes and are not guaranteed. All order fulfilment is at the sole discretion of store.ngv.vic.gov.au/National Gallery of Victoria and no communication will be entered into.

Pick up in store – NOT AVAILABLE AT THIS TIME.

Should your item/s not be available for any reason, you will be contacted by our team.


What is the shipping cost of my order?

All items are charged by weight and region. Various postage services are offered via Australia Post, and postage is calculated based on the total weight of the order and destination delivery address. Postage is charged as per Australia Post rates. Please see their postage calculator for further details http://auspost.com.au/apps/postage-calculator.html

NGV Editions are shipped using a courier service to cover against loss or damage. The shipping costs for these items are a flat rate price based on delivery destination for the following zones;

• Domestic
• International

Pick up in store – NOT AVAILABLE AT THIS TIME.


What shipping carriers and shipping services do you use?

store.ngv.vic.gov.au/National Gallery of Victoria ship all orders with Australia Post services. In order for store.ngv.vic.gov.au/National Gallery of Victoria to meet the Australia Post delivery times, add one (1) week to the times listed below for your order placement cut-off;

• 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.

Please read the below updates from Australia Post website, or follow guidance directly from Australia Post, which can be found at the below link (from Australia Post website, 20 November 2020);

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates

Estimated delivery times for available destinations
We have updated our delivery time estimates for all available destinations and services based on our latest performance data, as well as information from airlines and international postal partners.

These estimates are subject to change and should be used as a guide only. The delivery times are estimated from the time of posting in Australia to delivery in metro locations in the destination country. They don't include time spent in customs, which is out of our control.

If your item was sent using the Courier or Express service and hasn’t arrived by the estimated delivery timeframe provided, contact us so we can investigate. For items sent via our Standard service, please allow 10 business days after the estimated delivery timeframe prior to contacting us.

Due to increased travel time between facilities for items lodged from SA, TAS or NT please allow additional time for delivery as per below:

Express – add 3 business days to all estimated delivery times.
Standard and Economy - add 7 business days to all estimated delivery times.
Note that items addressed to the suspended destinations will be returned to the sender.

International delivery information Several governments across Europe including France, Germany, Spain, Italy, Slovenia, Belgium and Greece have advised that due to the increasing infections of COVID-19, they have increased restrictions in an attempt to slow the spread of the virus. As a result, there may be some delivery delays to these destinations, and the estimated delivery times listed below may be impacted. We are also reviewing the situation in the United Kingdom and whether the new national restrictions may lead to additional delays. In addition, there has been a report of COVID-19 outbreak at Kuala Lumpur International Airport and items transiting through Malaysia may be affected. The estimated delivery times listed below for items destined to China, Malaysia, Indonesia, Philippines, Thailand, Bangladesh, Korea, and Myanmar may be further impacted by delays. Please refer to the updated list of suspended destinations below. Items addressed to these destinations will be returned to the sender. International Standard, Registered Post letters and Economy air letters have resumed to Lebanon, Argentina, Oman, Brazil, and India as of 10 November. There are still delivery delays to all international destinations because of the impacts of COVID-19, including due to airline capacity and in-country delivery impacts. For updated delivery time estimates, check the table below.

Currently Australia Post has suspended or delayed shipping services to the following countries based on parcel type. Follow guidance directly from Australia Post for specific country, territory and region updates and further information around expected delivery delays, which can be found at the below link (from Australia Post website, 20 November 2020);

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates

Afghanistan
Albania
Algeria
American Samoa
Angola
Anguilla
Antigua and Barbuda
Argentina
Armenia
Aruba
Ascension Island
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius, and Saba
Bosnia & Herzegovina
Botswana
Brazil
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameron
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
Colombia
Comoros
Congo, Democratic Republic
Congo, Republic
Cook Islands
Costa Rica
Cote D'Ivoire
Croatia
Cuba
Curacao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands (Malvinas)
Faroe Island
Fiji
Finland
French Guinea
French Polynesia
Gabon
Gambia
Georgia
Ghana
Gibraltar
Greece
Greenland
Guadeloupe
Guam
Guatemala
Guinea
Guinea-Bissau
Guyana
Haiti
Honduras
Hungary
Iceland
India
Iran
Iraq
Israel
Jamaica
Jordan
Kazakhstan
Kenya
Kosovo
Kiribati
Kuwait
Kyrgyzstan
Lao, People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macao
Macedonia
Madagascar
Malawi
Maldives
Mali
Malta
Mariana Islands
Marshall Islands
Martinique
Mauritania
Mauritius
Mexico
Micronesia
Moldova
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
New Caledonia
Nicaragua
Niger
Nigeria
Niue
North Korea
Norway
Oman
Pakistan
Palau
Palestinian Territory, Occupied
Panama
Papua New Guinea
Paraguay
Peru
Pitcairn
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Russia
Rwanda
Saint Helena, Ascension and Tristan da Cunha
Saint Kitts and Nevis
Saint Lucia
Saint Martin (French Part)
Saint Pierre and Miquelon
Samoa
Samoa, America
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Slovakia
Slovenia
Soloman Islands
Somalia
South Africa
Spain
St Vincent and the Grenadine
Sudan
Suriname
Swaziland
Sweden
Syria
Tajikstan
Tanzania
Timor-Leste
Togo
Tokelau Islands
Tonga
Trinidad & Tobago
Tristan Da Cunha
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
Uruguay
Uzbekistan
Vanuatu
Venezuela
Virgin Islands, British
Virgin Islands, U.S.
Wallis And Futuna Island
Zambia
Zimbabwe

Can I track my order?

store.ngv.vic.gov.au customers receive a shipping confirmation when their order has been dispatched, which includes tracking details. To track your order package, go to the link in the shipping confirmation and enter your tracking number.


What can I do if the packaging or item I ordered arrives damaged?

Packaging is only protection against damage, any damaged packaging cannot be replaced or repaired. We always do our best to carefully package products to avoid any damages in transit, however if you do receive a product that has been damaged in transit please contact us within five (5) business days from the receipt date via email: ngvdesignstore@ngv.vic.gov.au. We then require the product to be returned in order for a replacement to be shipped. Return shipping costs for all damaged items will be reimbursed once items are received.


I changed my mind. Can I get a refund or make an exchange?

Please choose carefully. We do not issue refunds or accept cancellations for change of mind purchases, however offer exchange or issue a store credit note provided items are returned within 30 days of purchase, in their original and saleable condition with proof of purchase.
• No exchange or refunds offered on sale items.
• Always retain your receipt for proof of purchase.
• Returns can not be made in store and must be return posted for exchange by post to: NGV design store, Online Shop Returns, 180 St Kilda Road, Melbourne 3000
• Where items are faulty, have been incorrectly described, or are not fit for intended purpose, customers can choose between a refund, exchange or store credit note.
• Returns Policy applies to all online and in store sales.

In order to obtain an exchange or refund we require:
• The item(s) are in new condition (returned within 10 business days of receipt).
• The item(s) is still in the full original packaging.
• Proof of purchase is included.

store.ngv.vic.gov.au/National Gallery of Victoria have the right to not accept returns for items that are not in new condition, not in the full original packaging, and without proof of purchase. Returned items which comply with the returns and refunds criteria returned within 30 days will be replaced if available, if not available a full refund will be issued.


How do I return my order once a refund or exchange has been confirmed?

Please submit your damaged or faulty item enquiry using the following instructions:
• Please use the ‘CONTACT US’ form on store.ngv.vic.gov.au to submit your damage or faulty enquiry. We will try our best to reply to your question(s) within five (5) business days to begin review (excluding weekends and public holidays).

Once your return is approved, to return your item(s) please follow this easy procedure:
• return your item(s) in protective packaging. We require a tracking number for the return parcel. If you do not supply store.ngv.vic.gov.au/National Gallery of Victoria with a tracking number, we cannot accept responsibility for any loss or damage of the return parcel. Please email the 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


Can I contact you directly with any questions?

Please use the 'CONTACT US' form on store.ngv.vic.gov.au to submit any questions regarding your order. We will try our best to reply to your question(s) within five (5) business days (excluding weekends and public holidays).