The Australian Ballet

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Merchandise shop & delivery policies

We cannot guarantee orders placed after 12 December 2023 will arrive before Christmas.

Postage

The Australian Ballet dispatch merchandise through a third-party service weekly. Delivery timelines are guides only and delivery dates may be subject to change.

All orders, unless otherwise stated, are sent through a courier service with tracking available.

Merchandise will be posted to the shipping address nominated during purchase. It is important to verify that your delivery information is correct at the time of purchase.

Delivery

Please allow up to 10 working days from the date of the order. Occasionally delivery may exceed these timelines for reasons outside of our control. Tracking is available on all orders, please contact the company listed in your confirmation email directly for delivery issues.

Orders are dispatched on Wednesdays.

Express orders, international shipping locations, and warehouse pick-up locations are not available.

Please note that we are unable to ship merchandise orders to PO Box addresses.

International orders with addresses outside of Australia

We are unable to ship internationally at this time. All orders are required to have an Australian delivery address.

Delivery fees

$15 flat rate per order.

You will always be notified of applicable fees prior to the completion of your order. 

Fees are always subject to change without notice.

Delivery failure

If the address provided is incorrect and the package is returned, you may be billed for the additional shipping charges in order for your delivery to reach you, as agreed by placing an order with us.

We reserve the right to pass on applicable charges to you if you provide the wrong address information.

We also require a contact phone number, which may be used by the courier to arrange delivery.

If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or three attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances, we will refund you the price of your order, less the delivery fees incurred by us.

Merchandise damaged in transit

Unfortunately, and despite our best efforts, items are occasionally damaged in transit. If you notice that an item is damaged when it is delivered to you, please contact us within two days of delivery with clear digital photos showing the damage. We will advise you on the next steps.

The type of resolution we offer will depend upon the circumstances. We may arrange to replace the product or provide you with a partial or full refund of the purchase amount. If we require you to return the product to us, The Australian Ballet will pay the cost of the return.

We reserve the right to refuse a refund in cases where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.

Returns

Peace of mind returns and exchanges:  If you change your mind or your order is not quite right, you may return it to us within 30 days of the date you received it. You must contact us with your name and order number before returning any items. The cost of returning the item to us is your responsibility.

Items returned must be in ‘as-new’ condition. This means you have not used, damaged, washed or laundered any of the items. Please return items secured in their original packaging if possible.

After we have received your item and confirmed it is in ‘as-new’ condition, we will issue you with an exchange or refund of the purchase price less the initial delivery fees. If we cannot be satisfied that you purchased the product from us then we will not accept your product for return. Additional delivery charges apply if you are requesting an exchange due to a change of mind.

Please note, for hygiene reasons some items are not eligible for exchange or refund except in line with consumer law.

After contacting us for your return, items will need to be sent to the following address including the order number from the dispatch email.

ATTN: The Australian Ballet / Zinc Returns
Door 4
83-89 Freight Drive
SOMERTON, VIC 3062

Your consumer rights

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer experience team will advise you on the next steps.

Third parties

Zinc Group, based in Melbourne, pack and send orders on behalf of The Australian Ballet. You may receive information or emails from [email protected] in order to fulfil or return your order.