These Terms and Conditions of Use (the “TERMS AND CONDITIONS OF USE”) apply to NGV design store website located at store.ngv.vic.gov.au (the “Website”) for all purchases. The Terms and Conditions apply to all purchases made on store.ngv.vic.gov.au and complies with Australian Consumer Law.
These Terms and Conditions contain important information about the ordering, processing and delivery of goods, including limitation of liability. NGV design store reserves the right in its absolute discretion at any time and without notice to amend, remove or vary the Terms and Conditions. Please read these Terms and Conditions carefully and make sure that you understand them, before using store.ngv.vic.gov.au. Please note that by placing an order, you agree to be bound by these Terms and Conditions.
Pricing and currency – AUD
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).
Payment
store.ngv.vic.gov.au/National Gallery of Victoria does not accept payments by cheque. We accept all major credit cards, VISA, MASTERCARD, AMEX or payments via PayPal. 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. We do not currently offer payment platforms such as Afterpay, Klarna or Zip Pay.
Standard shipping and delivery times
Standard postage rates apply to all items and are automatically calculated at the checkout. Please note shipping fees are subject to change.
Your order will be dispatched within three (3) business days (excluding weekends and public holidays) from Melbourne, Australia. 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 seven (7) business days. Please allow additional time for dispatch and delivery during peak holiday periods.
You will receive a confirmation email with shipping information and a tracking number. Please visit auspost.com.au for further information about parcel post and freight times. 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 to collect your parcel at the selected parcel pick up point.
Please note that posters are dispatched separately to the rest of your order. If you purchase posters alongside other products, they will be packaged separately and may not arrive on the same day. You can track your parcels using the same tracking number emailed to you at the time of dispatch.
Our small team at the NGV design store are working hard to ensure that every order is fulfilled, shipped in a secure way, and delivered within the outlined time frames. However, due to current COVID-19 restrictions, some orders may be subject to last minute delays.
We will endeavor to inform you of any delay, should it occur. If your order hasn't arrived within the outlined time frame, please contact us at ngvdesignstore@brandservices.com.au so we can investigate the delay for you. We appreciate your patience and understanding.
In-store pick up is not available.
Domestic express shipping
NGV design store offers Express Post for orders being shipped to Australia. Please see the below list of estimated delivery times for all Australian states and territories.
VIC – 1-2 business days
NT – 5 business days
ACT – 2 business days
NSW – 2 business days
QLD – 2 business days
SA – 2 business days
TAS – 2 business days
WA – 3 business days
These time frames are only estimates and delays may occur. Please allow for a possible delay of 1 additional business day.
For further information on any delays, please visit https://auspost.com.au/service-updates/domestic-delivery-times to view up to date information.
International shipping
Standard postage rates apply to all items and are automatically calculated at the checkout. Please note shipping fees are subject to change.
Your order will be dispatched within three (3) business days (excluding weekends and public holidays) from Melbourne, Australia. We ship international orders via DHL. A tracking number will be emailed to you at the time of dispatch. Please allow additional time for dispatch and delivery during peak holiday periods.
Currently there are a small number of countries we are unable to deliver to. If you experience any issues, please contact us at ngvdesignstore@ngv.vic.gov.au.
International duties, tax and service charges
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. International orders can be subject to import duties, taxes and delivery service charges. Customs clearance may add to the delivery time of international orders. If any of these costs apply, you will be contacted by DHL or your local customs agency.
Customs policies vary and we advise you to contact your local customs service for further information. Please be aware that some cross-border shipments are subject to opening and inspection by customs authorities.
Please note we cannot undervalue orders or mark them as a gift. We are unable to accept returns/exchanges or order cancellations if customs clearance fees, import duties and/or local taxes, remain unpaid. Failure to pay these fees may result in your order being held or destroyed by customs for which we take no responsibility.
Returns/exchanges
We are happy to facilitate a return or exchange for items purchased through store.ngv.vic.gov.au. Returns or exchanges can be made within 28 days of receiving the item and proof of purchase is provided. The item must be in its original packaging and saleable condition.
We are unable to process any return or exchange on the following:
- International orders
- Limited Editions
- Earrings
- Items not in original unused condition
- Sale items
To request a refund or exchange please contact us at ngvdesignstore@ngv.vic.gov.au.
For online orders, exchanges are only available for items of the same style requiring an alternative size.
We are unable to process returns or exchanges for international orders, so please choose carefully. If you seek further information about sizing, please contact us.
Please note that you are responsible for the return postage costs and the NGV design store is not liable for items lost or damaged in transit. We highly recommend sending all items back via registered post. A tracking number must be sent to us once the item has been shipped.
We will process your request for a return or exchange once we receive the items in its original packaging and confirm its saleable condition. If we deem something to be damaged or not in the original condition, we reserve the right to refuse the return.
Refunds will be processed through the same credit card that you used to place the order. Please note it may take up to ten (10) business days for the refund to be processed depending on your bank and credit card provider.
All sale items are final sale. We cannot provide refunds, returns or exchanges on these items, unless the item is faulty. If a sale item is faulty, we will replace the item, or refund you the purchase price if the product is out of stock and no longer available.
Faulty items
We carefully package products to avoid any damage in transit, however, in the unlikely event that you receive a faulty product please contact us at ngvdesignstore@ngv.vic.gov.au within five (5) days of receiving your order.
We will reply to your enquiry within 48 hours (excluding weekends and public holidays). If a product is deemed faulty, we will either replace, repair or refund the item depending on which is most suitable. Please note that no refunds will be issued until items are returned to us.
- Please send us an email containing the following details:
- A photo of the item
- A photo of the faulty area of the product
- A brief description of the fault
- Your order number/proof of purchase and best contact details
- If we deem the item to be faulty, we will issue you with a return shipping slip and ask that you return post within 5 business days
- Once we receive the items, we will notify you of how we will proceed
- Any refund will be issued back to the original payment method
If you have any further queries please contact us at ngvdesignstore@ngv.vic.gov.au directly, we are here to help.
Cancellations/modifications to your order
We are unable to cancel/modify an order once it has been placed as items are packed for shipping soon after an order is confirmed. Please contact us at ngvdesignstore@ngv.vic.gov.au immediately if you would like to change your shipping address and we will endeavour to help you.
NGV Editions program
The following applies to all NGV Editions purchases:
- As is traditional the price is determined by demand and can increase as the item sells out
- All NGV Edition orders are NON-REFUNDABLE and ineligible for exchange
- No discounts apply
- Limit of 1 NGV Edition per customer
- Edition numbers are allocated at random and cannot be requested
NGV Editions shipping information
Shipping rates are automatically calculated at the checkout. Please note shipping fees are subject to change.
Your order will be dispatched within 3 business days (excluding weekends and public holidays) from Melbourne, Australia. Domestic orders are dispatched via insured Australia Post Express service. International orders are dispatched with DHL registered courier service. This service includes insurance to cover loss and damage. A tracking number will be emailed to you at the time of dispatch.
Current estimated shipping times:
Australia – usually within 3 business days from dispatch.
Rest of the World – usually between 3 and 14 business days from dispatch.
These estimated timeframes may vary due to delays caused by the ongoing COVID-19 pandemic. For the most accurate indication of when your order will be delivered, please follow the parcel tracking link that will be emailed to you.
Currently there are a small number of countries we are unable to deliver to. If you are unable to select your country at checkout, please contact us at ngvdesignstore@ngv.vic.gov.au and we will endeavour to help you.
All NGV Edition orders are sent from Melbourne, Australia. Any orders to delivery addresses outside of Australia are considered international orders and are subject to import duties, taxes and delivery service charges. You may need to pay additional charges which are calculated once the shipment reaches your country.
Customs clearance may add to the delivery time of international orders. If any of these costs apply, you will be contacted by DHL or your local customs agency. Please note, failure to pay these fees may result in your order being held or destroyed by customs for which we take no responsibility.
In-store pick up is not available.
If you have any questions regarding your NGV Editions order, please contact us at ngvdesignstore@ngv.vic.gov.au.
Making purchases
If you wish to make a purchase, you must be of legal age. If you are under the age of eighteen (18), please ensure you have the permission of a parent or guardian before proceeding to checkout. Any purchases made without the required permission are non-refundable.
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. 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 their order re-shipped if items are available. The buyer assumes all responsibilities of claims made with Brand Services. All items in store.ngv.vic.gov.au are to be purchased for private use only and not for resale. store.ngv.vic.gov.au/National Gallery of Victoria has the right to decline orders at its full discretion.
Copyright and trademarks
All content of store.ngv.vic.gov.au/National Gallery of Victoria including text, graphics, logos, buttons, icons, images, and software is property of National Gallery of Victoria and is protected by Australian and international copyright laws. The buyer may electronically copy and print hard copies of pages from this web site solely for personal, non-commercial purposes related to having placed an order or shopping at store.ngv.vic.gov.au. Any other use of store.ngv.vic.gov.au/National Gallery of Victoria, including reproduction and internet links is strictly prohibited without our prior written permission.
Privacy
NGV will request and record personal information necessary for the provision of the goods or services you have requested. It may be necessary for the NGV to share some information with third parties in order to fulfill your order (e.g., for shipping). NGV will not use this information for any other purpose or disclose it without your consent. The collection, use and management of personal information is regulated by the Privacy and Data Protection Act 2014 (VIC). For more information, please refer to the NGV Privacy Policy and Privacy Statement.
Agreement to terms of use
These Terms and Conditions of Use (the “TERMS AND CONDITIONS OF USE”) apply to store.ngv.vic.gov.au website located at www.store.ngv.vic.gov.au (the “Website”) for all purchases.