Shipping, Handling & Returns
Due to the current COVID-19 situation in New South Wales we are experiencing shipping delays and have temporarily disabled Express Delivery options. Please allow an additional five business days for deliveries.
We apologise for any inconvenience and don't hesitate to contact us at email@example.com if you have any questions.
1. Shipping and Delivery
1.1 The AM Online Shop currently ships to the following Countries, States and Territories:
Australia, Brunei, Bangladesh, Cambodia, Canada, China, Cook Islands, Fiji, France, French Polynesia, German, Hong Kong, India, Indonesia, Ireland, Italy, Japan, Kiribati, Laos, Macao, Malaysia, Maldives, Myanmar, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Niue, North Korea, Norway, Pakistan, Papua New Guinea, Philippines, Pitcairn Islands, Samoa, Singapore, Solomon Islands, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Timor-Leste, Tokelau, Tonga, Tuvalu, United Kingdom, United States, Vanuatu, Vietnam, Wallis & Fatuna.
1.2 If you would like to make an order from outside of any of these locations, please contact us at firstname.lastname@example.org or via phone on +61 2 93206363, and we’ll try to accommodate you.
1.3 Please note that international deliveries may be subject to inspection by local customs authorities. Packages will carry standard international codes – for example “Women’s knitted garments of man-made fibres”.
1.4 Australia Post is our third-party postage carrier. Standard and Express Post options are available for Australian delivery addresses only. Outside of Australia only Standard Post is available. All orders placed are prepared and shipped from Sydney, N.S.W, Australia in plain packaging. The AM is not responsible for delivery times and any estimate we provide about delivery is based on information provided to us by Australia Post.
1.5 Most deliveries will arrive to Australian addresses within 5 - 7 working days from the date of dispatch. For international delivery, please allow an additional 14 days.
1.6 Due to the COVID-19 pandemic, please anticipate delivery delays. Australia Post has indicated that an additional 14 days is typical for all deliveries. If the total amount of days from receiving an Order Confirmation exceeds 21 days for Australian delivery or 35 days for international delivery, please contact us at email@example.com or via phone on +61 2 93206363.
2. Delivery Costs
2.1 Delivery costs are calculated including the total weight of items within an order, packaging materials, handling fees and the geographical location of the delivery address. The delivery cost is calculated and added before completion of the checkout process.
3. Processing & Handling
3.1 Orders placed by 10am AEST or AEDT (as applicable) Monday to Friday are dispatched on Wednesday or Friday. Orders placed on Saturday or Sunday are dispatched the following Wednesday morning. Estimated delivery times are provided as a guide only and commence from the date of dispatch.
4.1 All orders are sent in plain packaging to ensure your parcel arrives securely and discreetly packaged. Larger items are despatched in a plain, sturdy postage boxes. Smaller items are sent in plain, heavy-duty padded envelopes or satchels.
5.1 We hope you are happy with your purchase(s). But if not, we will exchange or issue a refund provided that the goods are returned in the original packaging with all labels intact, unworn, unwashed, unused and in saleable condition.
5.2 If you would like to exchange or refund a purchase, please contact us as soon as possible at firstname.lastname@example.org with the word ‘Return’ and the order confirmation number in the e-mail subject header.
5.3 All returns and exchange requests must be lodged within five (5) days of receival of goods, providing the goods meet the returns requirements below.
5.4 Requests for refunds received by the AM for purchases outside the five (5) day period are at the AM’s discretion as to whether we provide you with a refund.
5.5 Please note that some items cannot be returned:
- Clothing items which have been worn
- Items which have been removed from packaging and/or used (which are not faulty).
- Food items
- Sale items marked as ‘final sale’
5.6 Please ensure that you read and follow all care instructions – we will not accept returns of items damaged due to improper care.
5.7 You must return the goods to us by secure means and meet all postage costs. If your product is faulty we will reimburse your postage costs along with your refund, or when we send you a replacement item. We recommend that you obtain a free receipt from Australia Post, or your chosen carrier as we cannot accept responsibility for goods lost in transit.
5.8 Please send returns to:
Australian Museum Retail
1 William Street
Sydney, NSW 2010
5.7 Any refund we make to you will be credited back to the credit card used for the order – no other card can be used or other method of refund. An email confirmation will be sent to the email address you provided to us once your refund has been processed. You may need to allow up to a further five (5) working days for your financial institution to process the credit to your account.
6.1 If you want to return and exchange a product received with another item at the AM Online Shop, please clearly list the details of the desired exchange in the e-mail.
6.2 If the item that you are requesting is of a higher value than the item you ordered, your original payment method will be charged for the difference. If you are requesting an item of a lower value than the item you ordered, you will be credited the difference to your original payment method. If the item you have requested is no longer in stock, you will be contacted to arrange either a refund or an exchange for a different item.
6.3 You must return the goods to be exchanged to us by secure means and meet all postage costs. The replacement items will be dispatched on receival and checking of the original item(s). Please allow usual shipping times for exchanges.
6.4 If you have any further questions regarding the content of these terms, please do not hesitate to contact us at email@example.com or via phone on +61 2 93206363.