Help & FAQ
Shipping & Delivery
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Our orders are shipped via Australia Post. Please refer to Australia Post’s delivery schedule for comprehensive information. We aim to process all orders for dispatch within 2 to 4 business days of placement of your order (excluding weekends and public holidays).
Your shipping method is selected at checkout. Please see below for our current domestic shipping rates and options.
Parcel Post (2-6 business days from dispatch): $9.95 AUD
Express Post (1-4 business days from dispatch): $12.95 AUD
Notification of shipment will be sent via email once your parcel has been prepared at our dispatch facility. You will be able to follow the progress of your parcel using the tracking information in this email through Australia Post’s tracking portal: https://auspost.com.au/mypost/track/#/search
Some delays may be experienced in receiving your parcel due to current freight capacity issues. We will always strive to get your parcel to you at the earliest possible date, but we ask that you remain patient during this time. We recommend allowing extra time or consider delivery via Express Post.
We offer limited international shipping via our online store at this time. International shipping costs are calculated at checkout. If you have a special request however, please contact us via email at museumstore@museum.vic.gov.au for assistance.
We will always package items carefully to avoid damage or breakages. If you receive a product that is broken in transit or damaged, please contact us via email at museumstore@museum.vic.gov.au within 3 business days of receiving your package.
Museums Victoria cannot be held responsible for any issues arising from incorrect delivery information, returns or failure to collect from Australia Post.
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You can now pick up your online order from the Melbourne Museum Store by selecting Pick Up at checkout.
We aim to process all orders for pickup within two business days of placement (excluding public holidays). To collect your order on a Saturday or Sunday, orders must be placed by 11.59pm the Thursday prior.
You will receive an email notification with further instructions when your order is ready for collection. Please bring your confirmation email when you come to collect your order. The Museums Victoria Store is open 10am - 5pm Mon to Sun.
If your order is not picked up after one month, a refund will be issued.
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Returns & Refunds
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We're extending our returns
We are more than happy to offer a refund on all full priced items should you not be completely satisfied with your purchase. Please return the item to us in its original condition within 30 days of the original purchase date. Requests made outside of this time frame can not be honoured except for in exceptional circumstances.
It is the customer's responsibility to return the product to the Museums Victoria Store via registered post or in person. If you wish to return your order via post, please contact us via email at museumstore@museum.vic.gov.au with your order number for further instructions.
Refunds will be actioned once the product has reached our dispatch facility. Please allow three business days to process refunds.
If you receive a product that is damaged, missing, or incorrect, please contact us via email at museumstore@museum.vic.gov.au within 3 business days of receiving your package. Please include your order number and photos of any affected products.
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