Frequently Asked Questions

NGVTRIENNIALSTORE.com/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 NGVTRIENNIALSTORE.com.

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 NGVTRIENNIALSTORE.com/National Gallery of Victoria until paid for in full. All international orders are tax free (Australian Goods and Services Tax - GST).

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

Import duty and tax is NOT covered by the NGVTRIENNIALSTORE.com/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 NGVTRIENNIALSTORE.com/National Gallery of Victoria is not able to provide the value of Import duty and tax.

NGVTRIENNIALSTORE.com/National Gallery of Victoria customers can purchase the following quantities:

· 2 copies of NGV Triennial 2020 publication
· 10 units of jigsaw puzzles
· 5 units for all other items

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

Please use the 'CONTACT US' form on NGVTRIENNIALSTORE.com/National Gallery of Victoria 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*.

*NGV Members discount is applicable to all products excluding NGV editions and some sale and already discounted items. Not applicable with other offers.

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. Please use the 'CONTACT US' form on NGVTRIENNIALSTORE.com/National Gallery of Victoria. Please note not all items are offered for mail order sales.

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 weekends and 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. A shipping confirmation will be sent directly from the NGV’s shipping partner, Couriers&Freight Australia, when your order is dispatched including tracking details. Orders are not processed or dispatched on Saturday, Sunday, or public holidays. These are estimated timeframes and are not guaranteed. All order fulfilment is at the sole discretion of NGVTRIENNIALSTORE.com/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.

All orders are charged $AUD flat rate shipping for two regions, $10 AUD for Australian orders and $25 AUD for International orders, using a courier service including tracking;

· $10 AUD for Australian orders;
· $25 AUD for all International / Rest of World orders;

Import duty and tax is NOT covered by the NGVTRIENNIALSTORE.com/National Gallery of Victoria, therefore you will be responsible for paying all charges for your order.

NGVTRIENNIALSTORE.com/National Gallery of Victoria ship all domestic and International orders with the NGV’s shipping partner, Couriers&Freight Australia, using a courier service with tracking. Shipping to P.O. Boxes, Postal Lockers, or Freight Forwarders incurs extra shipping charges in addition to standard shipping charges.

NGVTRIENNIALSTORE.com/National Gallery of Victoria customers receive a shipping confirmation from Couriers&Freight Australia 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. For any shipping enquires please use the ‘CONTACT US’ form on NGVTRIENNIALSTORE.com/National Gallery of Victoria and include your full name, delivery address, order number, tracking details, and an outline of your enquiry. We will try our best to reply to your question(s) within twenty-four (24) hours (excluding weekends and public holidays).

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. Please use the 'CONTACT US' form on NGVTRIENNIALSTORE.com/National Gallery of Victoria. 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.

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 thirty (30) business 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, VIC, 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 thirty (30) business days of receipt).
• The item(s) is still in the full original packaging, with all original tags attached.
• Proof of purchase is included.

NGVTRIENNIALSTORE.com/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 original tags and proof of purchase. Returned items which comply with the returns and refunds criteria returned within thirty (30) days will be replaced if available, if not available a full refund will be issued.

Please submit your damaged or faulty item enquiry using the following instructions:

• Please use the ‘CONTACT US’ form on NGVTRIENNIALSTORE.com/National Gallery of Victoria to submit your damage or faulty enquiry. We will try our best to reply to your question(s) within twenty-four (24) hours (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 NGVTRIENNIALSTORE.com/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, VIC, 3000
Australia

Please use the 'CONTACT US' form on NGVTRIENNIALSTORE.com/National Gallery of Victoria to submit any questions regarding your order. We will try our best to reply to your question(s) within twenty-four (24) hours (excluding weekends and public holidays).