Merchandise Shop & Delivery Policies

Postage Policy

Whilst The Australian Ballet works to dispatch merchandise as soon as possible, all delivery timelines are guides only and delivery dates may be subject to change.

All orders, unless otherwise stated, are sent via standard post and tracking information may not be available. 

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

Merchandise Delivery

Standard orders within Australia: please allow 10-14 working days from the date of the order, except where product listing indicates a different time frame. Occasionally delivery may exceed these timelines for reasons outside of our control. Most orders are sent with tracking numbers which will be emailed to you when your order is sent. Please contact our customer experience team if you need to follow up on an order. 

Express orders within Australia: Express delivery typically occurs in 2 – 3 working days, though some non-metro postcodes may take longer. For orders placed on Saturdays, Sundays, and public holidays, please allow an extra business day for your delivery to arrive. All orders are sent with a tracking number. Please contact the customer experience team if you need to follow up on an order. Please note express delivery is not available to all locations or for orders in excess of 5kgs. 

International orders: please allow 14 –30 working days for delivery of merchandise items. 

Due to the ongoing impact of COVID-19, please expect delays in delivery. 

Delivery Fees

$10 for Australian Parcel Post

$15 for Australian Express Post (only available for purchases made by phone)

$45 for International Parcel Post

You will always be notified of applicable fees prior to the completion of your order. Fees are always subject to change.

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. 

Merchandise 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 you have purchased an item using a free shipping offer and returned it because you have changed your mind, we will deduct the actual shipping cost to us from your refund. If we cannot be satisfied that you purchased the product from us then we will not accept your product for return. Additional delivery charges may 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.

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.