FAQS

Can I use my NGV membership discount online?

Yes. NGV members receive a 10% discount and Premium members receive a 15% discount. This is applicable on all items, excluding sale stock and limited edition items. Not available with other offers. Please email us at ngvdesignstore@ngv.vic.gov.au with the membership number provided to you and we will send you a non-transferrable discount code.

Learn more about becoming a member.


I have a gift voucher; can I use this online?

Gift vouchers purchased in-store cannot be used online.


What payment methods can I use?

We accept all major credit cards, VISA, MASTERCARD, AMEX or payments via PayPal. We do not currently offer payment platforms such as Afterpay, Klarna or Zip Pay.


When will I receive my order?

Orders are dispatched within 3 business days (excluding weekends and public holidays). We ship domestic orders via Australia Post and a tracking number will be emailed to you at the time of dispatch. Standard delivery times for orders within Australia is 7 business days.

We ship international orders via DHL, from Melbourne, Australia. International shipping times vary depending on destination and customs processing times.

Please allow additional time for dispatch and delivery during peak holiday periods. For further information regarding shipping times, please see our Terms & Conditions.

Deliveries may be subject to delays due to the current COVID-19 restrictions. If you have been waiting for your order for longer than the estimated time frame please contact us at ngvdesignstore@brandservices.com.au.


Am I able to track my order?

You will be sent an email upon dispatch with a link to track your purchase. Please note it may take approximately 1 business day for the tracking information to become active.


Why haven't I received a reply or tracking number?

Sometimes shipping notification emails end up in junk mail folders, please check to see if your tracking number may have been sent there. If you are still having issues locating a tracking number, please contact us at ngvdesignstore@ngv.vic.gov.au.


Why can't I find my country in the shipping options?

Due to current restrictions, we are unable to ship to a number of locations. If you are not able to select your country at checkout, please contact us at ngvdesignstore@ngv.vic.gov.au and we will endeavour to help you.


Are my details secure?

Yes. At NGV design store we take your privacy seriously. For more information please see the NGV design store Privacy Policy.


Why has my transaction been rejected?

Your IP address and shipping or billing address must match for your purchase to be processed. This is a commonly used measure to minimise fraudulent activity when shopping online. All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your credit card does not authorise payment to NGV design store then you will be notified. For further details of declined payments, please contact your card issuer.


My order didn’t go through, but I think you have charged me?

When you place your order, full payment is taken upfront. If we are unable to dispatch your order, a refund will automatically be processed. This can take up to 10 business days and can depend on your bank and credit card provider.


Why can't I order multiple of this product?

There are some limitations to the quantities you are able to order from our online store. This is to ensure orders placed are for personal use and gifting only. They must not be resold in any form or place.

For any wholesale enquiries please email us at ngvdesignstore@ngv.vic.gov.au.


How will my order be packaged?

We package our orders mindfully to ensure they reach you in the best possible condition. All our poster products are shipped in protective poster tubes and are sent separate to other items placed in the same order.


Why am I missing some items in my order?

Your order may be sent in multiple parcels. Posters and large items are sent separately due to their size. Please refer to the tracking information for details of the shipments and estimated time of arrival.


Can I have my item gift wrapped and add a note?

This is not a service we offer at this time.  


What is your returns and refunds policy?

Please see our Terms and Conditions for more information on refunds and returns.


Why hasn’t my refund come through yet?

If you have not received your refund please contact your bank or credit card provider before contacting us as there may be a delay with the processing of the refund by your bank.


What if I cannot find what I’m looking for online?

In addition to our online store, we also operate two physical stores in Melbourne. Some products are not listed on our website, although they may be available in our stores. Please contact us at ngvdesignstore@ngv.vic.gov.au with your request so we can see if we have it in stock.


Where is the NGV design store located?
Do you offer a click and collect service?

This is not a service we offer at this time.


How do I get my product or publication stocked in the NGV design store?

If you would like to submit a product or publication to the NGV design store for consideration, information regarding the required process is outlined here. Please read or download, and follow the instructions outlined. An online form does not need to be submitted.


Can I contact you directly?

Absolutely! Please contact our customer service team at ngvdesignstore@ngv.vic.gov.au.