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eShop help

National Museum of Australia (the Museum's) Online Shop

(ABN 70 592 297 967)

1. Conditions of purchase

These conditions apply to purchases from the Museum's Online Shop. There are additional Conditions of Use that also apply to your use of the Museum's website and Online Shop.

1.1 General

The Museum may change these Conditions at any time.

All items are advertised for sale in good faith and the Museum will use due care and skill in packaging and dispatching purchases to you.

1.2 Availability of items

The sale of all items via the Museum's Online Shop is subject to availability.

1.3 Sizes

Size information is provided as a guide only.

1.4 Orders

When making an order you must follow all the instructions and provide all information required by the online order form.

All prices, taxes, the volume of items and any other details included on the online order form apply to your purchase.

The Museum will send your purchase and any communications to you at the contact details you provide on the order form and will not be responsible for any errors in this information.

The Museum will send you an email confirming your order and receipt of payment.

1.5 Pricing and product descriptions

All prices are in Australian dollars.

Payment of the correct price must accompany all orders.

Prices are subject to change without notice, however you will only pay the price that is advertised for the item at the time you place your order. Product information is subject to change without notice.

Online pricing may differ from prices available in the Museum's physical shop in Canberra, Australia.

Items advertised as 'on-sale' are only available at the reduced price during the sale period.

1.6 Taxes

Published prices on the Museum's Online Shop include Australian Goods and Services Tax ('GST').

GST isn't applicable on orders delivered to an overseas address. The Museum's Online Shop does not advertise separate international prices exclusive of GST. The goods on overseas deliveries are offered at the published price.

If you are making your purchase from outside of Australia you must pay any local duties or taxes (eg. customs or import taxes) that apply in your country of purchase - the Museum does not take responsibility for these.

1.7 Postage and handling

(a) Australian delivery

Australian orders are sent via Australia Post.

(b) International delivery

International orders are sent via Australia Post.

The Museum does not take any responsibility for meeting any legal requirements of the country of delivery.

1.8 Delay in delivery

Delay may occur as a result of factors such as supply problems or unexpected demand, however, the Museum will endeavour to despatch your order within five working days of purchase.

1.9 Cancellation

The Museum may cancel your order if an item is unavailable or if there is an error in the price or description of the item, or in the order.

If your order is cancelled the Museum will refund your payment.

1.10 Returns and exchanges

The Museum will refund, credit or exchange items if you return them to the Museum at the address specified below, at your expense in original condition and in original packaging, together with a copy of your proof of purchase, within 30 days of delivery of your order.

The Museum will only refund or exchange purchases after 30 days if the item purchased is defective.

Delivery and packaging charges are not refundable unless the Museum sent the item in error or you received it in a faulty or damaged condition.

If you wish to exchange an item because you ordered it in error or have changed your mind, you must pay the charges for packaging and delivery of the newly ordered item.

Returns should be addressed to the National Museum of Australia, GPO Box 1901, Canberra ACT 2601.

1.11 Refunds

The Museum will refund your payment if the item you wanted to purchase is unavailable.

Refunds will be made to the credit card account used to place the order.

1.12 Exclusion and limitation of liability

The Museum excludes all representations, terms and conditions relating to your purchase from the Museum's Online Shop, apart from those in the Conditions of use.

The Museum will not be liable for any indirect, incidental, special and/or consequential losses or damages or loss of profits whatsoever (including arising from any act or omission by the Museum) in connection with your use of or inability to access the Online Shop or make a purchase, or any material or information or product purchased from the Online Shop.

To the extent permitted by law the Museum excludes all statutory or implied conditions and warranties and limits the Museum's liability under any condition or warranty which cannot legally be excluded to, at the Museum's discretion, resupply of the goods or services (or equivalent) or payment of the cost of having the goods or services resupplied.

The functions of the Museum's Online Shop may sometimes be interrupted by server outage and technological problems. While the Museum will make reasonable efforts to ensure continuous online services, the Museum does not take any responsibility for any inconvenience or consequences affecting your order, including the loss of your order.

1.13 Security

The Museum uses a contracted service provider to securely process your online credit card payments.

When you purchase an item from the Museum's Online Shop your credit card details are only processed by the Museum's contracted service provider and the Museum does not record or store this information.

While the Museum contracts with a service provider to provide a secure system, the Museum does not and cannot take responsibility for the security of information during transit over the Internet.

1.14 Personal information

The Museum collects personal information when you make a purchase via the Museum's Online Shop to help to process your order. The Museum will use persistent cookies to remember your last order details to assist you to complete orders more efficiently. The Museum may disclose your personal information to Australia Post for the purposes of delivering your order. The Museum also retains your order details (but not credit card details) in a secure offline system to help manage any returns, refunds or exchanges.

The Museum collects and uses your personal information under the terms of the Museum's Privacy statement.

The Privacy statement can be accessed from the footer of the main pages of the Museum's website, including the homepage. You must read the Privacy statement.

In this clause, 'personal information means information or an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion. (see Privacy Act 1998) (Cth).

1.15 Comments or concerns

The Museum welcomes feedback and will promptly attend to any concerns or complaints.

You may contact the Museum's Shop on telephone +61 2 6208 5222, or email: onlineshop@nma.gov.au

2. Postage

2.1 Postage

Delivery method Number of items Australia International
Standard post 1-3 $ 8.00 $25.00
4-9 $12.00 $30.00
10 or more $18.00 $50.00
Express post 1-3 $20.00 Not available
4-9 $25.00 Not available
10 or more $30.00 Not available
Pick up from Museum 1 or more Free Not available

Postage charges are based on the number of items you have ordered and the delivery method selected, as outlined in the table above. Please note that bulky or heavy items may attract an additional charge.

All items are sent via Australia Post. The standard postage rate does not include insurance, tracking or registered mail. The express postage rate includes an Express Post tracking number.

Items may be sent via courier if prior arrangement has been made with the Museum's Online Shop on +61 (02) 6208 5222 or onlineshop@nma.gov.au. Additional charges will apply for courier delivery.

The Museum's Online Shop is not liable for any missing products and is unable to refund items lost in the post.

2.2 Delivery

Orders will be typically dispatched within five working days of purchase. However, some orders may be delayed due to unexpected demand or restocking issues.

You will be sent a notification email once your order has been dispatched. Australia Post delivery times will then apply - please see www.auspost.com.au for further details.

2.3 International orders

Customs clearance may add to the delivery time of international orders and are beyond the control of the Museum's Online Shop. Any fees, tariffs, or duties associated with international delivery are the responsibility of the customer.

3. Frequently asked questions

3.1 Ordering

(a) Can I review my order before making a purchase?

Yes. You will have the opportunity to review your order before entering your payment details. Please ensure your order is correct before proceeding with payment.

(b) How can I check my order has been processed?

You will be sent a confirmation email within a few minutes* of you successfully making a purchase via the Museum's Online Shop. This message will be sent to the email address you nominated when placing the order and will include:

  • A list of the items you purchased
  • Your nominated delivery address
  • Total payment amount of your order

* Please note: The time taken for this confirmation message to reach your nominated email address will depend on your Internet connection.

3.2 Security

(a) How are my credit card details managed when I make a purchase via the Museum's Online Shop?

Your credit card details will be collected and processed by DirectOne – the service provider contracted by the Museum to securely manage all online purchases made via this website.

The Museum does not record or store your credit card information.

Please note: the secure form for credit card purchase managed by DirectOne encrypts your credit card data before transmitting it for processing. However, the Museum cannot take responsibility for the security of this information during transit over the Internet.

(b) How are my personal details managed (including address and contact information) when I make a purchase via the Museum's Online Shop?

We collect personal information (name, delivery address and contact number/s) to help us process your order.

We store this information in a secure offline system, along with details of your order (which do not include credit card details), to help us manage any returns or exchanges.

We may disclose your personal information to Australia Post or another courier so that your order/s can be delivered to you. All personal information is collected under the terms of our Privacy statement.

3.3 Payment

(a) I live outside of Australia and want to buy from the Museum's Online Shop. Will my purchase be tax-free?

All listed prices are in Australian dollars and include the Australian Goods and Services Tax (GST).

GST isn't applicable on orders delivered to an overseas address. The Museum's Online Shop does not advertise separate international prices exclusive of GST. The goods on overseas deliveries are offered at the published price.

However, you must pay any local duties or taxes (eg. customs or import taxes) that apply in the country where you live – the National Museum of Australia does not take responsibility for these.

(b) I live outside of Australia and want to know the price of an item, converted from Australian dollars to my local currency.

Your credit card issuer will calculate the cost of the item at its own currency conversion rate (including fees/commission) at the time it processes the payment.

Meanwhile, to get an estimated cost calculated in your local currency, you might like to search online (eg. http://www.oanda.com/convert/classic — this link is an example only and does not constitute an endorsement of the service provided by the third party).

Please note: any currency conversion you search for online is a guide only of the average market rate at the time you access any currency conversion website – the rate will change by the time your card issuer calculates the currency conversion.

(c) Will I get an invoice (useful for tax purposes) for any orders via the Museum's Online Shop?

Yes. A receipt page will be displayed at the completion of your purchase which includes a tax invoice. Please print this receipt page and keep for your own records before leaving the Museum's Online Shop or closing your brower.

(d) If I can't pay by credit card online, are there any alternatives?

Yes. Please contact the National Museum Shop +61 2 6208 5222 (Monday to Friday 10am - 5pm AEST) or email onlineshop@nma.gov.au

3.4 Delivery

(a) When will my purchase/s be delivered?

Most orders from the Museum's Online Shop will be dispatched within five working days of purchase. However, some orders may be delayed due to unexpected high demand or restocking issues.

(b) How are my purchase/s delivered?

Australian orders are sent by mail via Australia Post.
International Deliveries are sent by international air mail via Australia Post.

3.5 Website errors

(a) I tried to make access the Museum's Online Shop, but an error message displayed (e.g. Page not found) – is there another way to place an order?

If you encounter any difficulties making a purchase via the Museum's website, please contact the Museum's Online Shop on +61 2 6208 5222 (Monday to Friday 10am - 5pm AEST) or email onlineshop@nma.gov.au

(b) I tried to place an order via the Museum's website but I think it may have been lost.

The first thing to do is check your email (the address nominated at the time you tried to place an order).

If you have not received a confirmation email within 10 minutes of placing your order, please contact the Museum's Online Shop on +61 2 6208 5222 (Monday to Friday 10am - 5pm AEST) or email onlineshop@nma.gov.au

3.6 Returns and refunds / credits / exchanges

(a) I want to return an item and get a refund / credit for future purchases / exchange the item for a new item.

We are able to refund, credit or exchange most items under the following conditions:

  • Item/s must be returned within 30 days of purchase to National Museum Shop, GPO Box 1901, Canberra ACT 2601.
  • Return postage is at your expense.
  • Returned item/s must be in original condition and in original packaging.
  • All delivery and packaging charges are non-refundable unless you were sent the item in error or it was received in a faulty or damaged condition.
  • Any exchanges requested as the result of an order error by you or because you have changed your mind will incur charges for packaging and delivery of the newly ordered item.

4. Contact us

You can contact the Museum's Online Shop in any of the following ways:

Email:
onlineshop@nma.gov.au

Phone:
+61 (02) 6208 5222 from Monday to Friday between 10am – 5pm AEST

Fax:
+61 (02) 6208 5398

By mail:
National Museum Online Shop
GPO Box 1901
Canberra ACT 2601
Australia

In person:
National Museum Shop
The Hall, National Museum of Australia
Lawson Crescent, Acton Peninsula
Canberra ACT 2600
Australia