FAQ

NGV DESIGN STORE IS OPEN ONLINE

Due to the current public health situation all NGV design store online orders will be dispatched less frequently at this time. Please allow five (5) business days from the date of order placement for processing. You will receive tracking details via email once your order has been packed and shipped. Please allow delays to normal shipping times.

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 to and from Australia. This will have a significant impact on International freight over the coming months and delays may be experienced. We will continue to process orders for despatch via Australia Post as quickly as possible at this time. Please note, once orders have been despatched and your tracking details have been supplied via email, we advise all customers to closely monitor order shipment via tracking details for delivery updates.


I ordered KAWS items, who should I contact about my order?

If you have a KAWS order enquiry, please use the ‘Contact Us’ form on KAWSNGV.com;
https://www.kawsngv.com/pages/contact-us


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

store.ngv.vic.gov.au 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 shipping services to the following countries. Please refer to the country, territory and region for specific updates and further information around expected delivery delays.

KAWS puzzles and KAWS: Companionship in the Age on Loneliness catalogue are shipped with Couriers and Freight Australia. While all services are experiencing delays, no services are suspended.

 

Afghanistan
American Samoa
Anguilla
Argentina
Ascension Island
Austria
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Bermuda
Bhutan
Bolivia
Bosnia & Herzegovina
Botswana
Brazil
British Indian Ocean Territory
Brunei Darussalam
Cambodia
Cayman Islands
Central African Republic
Chad
Chile
Colombia
Comoros
Congo, Democratic Republic Of
Cote D'Ivoire
Croatia
Curacao
Curacao
Cyprus
Djibouti
Ecuador
East Timor
Egypt
El Salvador
Estonia
Falkland Islands (Malvinas)
French Polynesia
Gambia
Ghana
Grenada
Guam
Guinea-Bissau
Guyana
India
Iraq
Iran, Islamic Republic Of
Jamaica
Jordan
Kiribati
Kosovo
Kuwait
Lao People's Democratic Republic
Latvia
Lebanon
Libya
Lithuania
Madagascar
Malawi
Maldives
Mariana Islands
Marshall Islands
Mauritius
Mexico
Micronesia, Federated States Of
Mongolia
Morocco
Myanmar
Nepal
Newfoundland
Niue
Niue Island
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestinian Territory, Occupied
Panama
Paraguay
Peru
Puerto Rico
Philippines
Poland
Pitcairn
Pitcairn Islands
Republic of Korea (North Korea)
Romania
Russian Federation
Rwanda
Saint Pierre and Miquelon
Samoa
Samoa, America
Senegal
Seychelles
Sierra Leone
Somalia
South Africa
Sri Lanka
Sudan (The)
Suriname
Swaziland
Taiwan
Tanzania
Timor-Leste
Tokelau Islands
Trinidad & Tobago
Tristan Da Cunha
Tunisia
Tuvalu
Uganda
Ukraine
Uruguay
Venezuela
Virgin Islands, U.S.
Wallis And Futuna Island

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 will be able to 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. 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*. 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 stores 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 will have a significant impact on International freight over the coming months and extensive delays may be experienced. We will continue to process orders for despatch as quickly as possible at this time. NGV and our shipping partner Couriers & Freight Australia are working closely with freight agents to ensure delays are kept to a minimum where possible. Please note once orders have been collected by freight forwarders and your tracking details confirmed we advise all customers to closely monitor order shipment via tracking links for full progress updates.

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

Customers should allow up to five (5) business days for order verification from the day after orders are placed in our system (excluding public holidays). Please allow five (5) to ten (10) business days for order dispatch from the date of order verification, and allow an additional ten (10) business days from this date for delivery (excluding public holidays). International shipping times vary significantly. Shipping confirmation will be sent when your order is dispatched including tracking numbers. 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.

For KAWS orders customers should allow up five (5) business days for order verification from the day after orders are placed in our system (excluding public holidays). Please allow five (5) to ten (10) business days for order dispatch from the date of order verification, and allow an additional ten (10) business days from this date for delivery (excluding public holidays). International shipping times vary significantly. Shipping confirmation will be sent when your order is dispatched including tracking numbers. Orders are not processed or dispatched on Saturday or Sunday. All KAWS orders are shipped separately to all other NGV design store products. Shipping and tracking details will be emailed separately from our shipping partner Couriers & Freight Australia.

Pick up in store – NOT AVAILABLE AT THIS TIME. If you wish to collect your order in store, please select this option. Please ensure you provide a contact email address and phone number 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.

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

For KAWS puzzles and KAWS: Companionship in the Age on Loneliness catalogue shipping is charged by weight and region at a higher rate than all other items as shipping is with a courier service with tracking and signature required on delivery.

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 selecting all items and please check shipping rates before paying at check out. For these items shipping options are selected before adding the item to your cart. The shipping costs for these items are a flat rate price based on delivery destination for the following zones;

• Metropolitan Melbourne
• Regional Victoria
• Interstate
• International

Pick up in store – NOT AVAILABLE AT THIS TIME. If you wish to collect your order in store, please select this option. Please ensure you provide a contact email address and phone number 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.


What shipping carriers and shipping services do you use?

All items are shipped with Australia Post. 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.

Currently Australia Post has suspended shipping services to the following countries. Please refer to the country, territory and region for specific updates and further information around expected delivery delays;

Afghanistan
American Samoa
Anguilla
Argentina
Ascension Island
Austria
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Bermuda
Bhutan
Bolivia
Bosnia & Herzegovina
Botswana
Brazil
British Indian Ocean Territory
Brunei Darussalam
Cambodia
Cayman Islands
Central African Republic
Chad
Chile
Colombia
Comoros
Congo, Democratic Republic Of
Cote D'Ivoire
Croatia
Curacao
Curacao
Cyprus
Djibouti
Ecuador
East Timor
Egypt
El Salvador
Estonia
Falkland Islands (Malvinas)
French Polynesia
Gambia
Ghana
Grenada
Guam
Guinea-Bissau
Guyana
India
Iraq
Iran, Islamic Republic Of
Jamaica
Jordan
Kiribati
Kosovo
Kuwait
Lao People's Democratic Republic
Latvia
Lebanon
Libya
Lithuania
Madagascar
Malawi
Maldives
Mariana Islands
Marshall Islands
Mauritius
Mexico
Micronesia, Federated States Of
Mongolia
Morocco
Myanmar
Nepal
Newfoundland
Niue
Niue Island
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestinian Territory, Occupied
Panama
Paraguay
Peru
Puerto Rico
Philippines
Poland
Pitcairn
Pitcairn Islands
Republic of Korea (North Korea)
Romania
Russian Federation
Rwanda
Saint Pierre and Miquelon
Samoa
Samoa, America
Senegal
Seychelles
Sierra Leone
Somalia
South Africa
Sri Lanka
Sudan (The)
Suriname
Swaziland
Taiwan
Tanzania
Timor-Leste
Tokelau Islands
Trinidad & Tobago
Tristan Da Cunha
Tunisia
Tuvalu
Uganda
Ukraine
Uruguay
Venezuela
Virgin Islands, U.S.
Wallis And Futuna Island

For KAWS puzzles and KAWS: Companionship in the Age on Loneliness catalogue are shipped with Couriers and Freight Australia, using a courier service with tracking and signature required on delivery. KAWS puzzles and KAWS: Companionship in the Age on Loneliness catalogue can not be shipped to P.O. Boxes or Freight Forwarders. store.ngv.vic.gov.au/National Gallery of Victoria are not responsible for any lost, stolen or damaged shipments. Customers are responsible for paying additional shipping fees to have the order re-shipped, if items are available. The buyer assumes all responsibilities of claims made with Couriers and Freight Australia. While all services are experiencing delays, no services are suspended.


Can I track my order?

store.ngv.vic.gov.au customers receive a shipping confirmation when their order has been dispatched, which includes the tracking number. 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.

For KAWS orders packaging is only protection against damage, any damaged packaging cannot be replaced or repaired.


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: 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 is 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 day to begin review (excluding public holidays). We do not respond on Saturday and Sunday.

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 content 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 public holidays). We do not respond on Saturday and Sunday.


Will my order arrive in time for Christmas?

If your order is placed after 27 November 2020 delivery before 25 December 2020 cannot be guaranteed.