Delivery and shipping fees
Orders are delivered via the Australia Post network. All orders are sent to the shipping address provided during checkout. Australia Post may leave a card at the nominated address to arrange re-delivery if it was not able to be delivered.
Orders within Australia
Standard delivery $10
Express delivery $15
Flat rate $45
Order Pick up (Melbourne only)
We do not accept liability for any loss, theft or damage to the products after delivery.
Please allow 5 – 10 working days from order, except where product listing indicates a different time-frame. Occasionally delivery may exceed these timelines for reasons outside of our control. All orders are sent with tracking numbers; please contact our Customer Services Team if you need to follow up on an order.
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 Customer Services 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.
Order pick up from Melbourne Ballet Centre
Items are available to collect from the Melbourne Box Office. Items should be available for pick up next day.
Please bring a copy of your order confirmation email together with valid proof of identity. If you would like someone else to collect your order on your behalf, they will need to bring a copy of the order confirmation, written permission from the person who placed the order, as well as their own valid proof of identity.
Any orders not collected within 10 days of purchase will be cancelled. A refund will then be issued, less the administration fee of $7. Please note that it may take up to 3-5 working days to credit your account.
Melbourne Box Office and Merchandise Shop
The Primrose Potter Australian Ballet Centre
Level 4, 2 Kavanagh St
Hours: Monday – Friday 9am – 5pm, excluding public holidays.
Due to unforeseen circumstances, the Box Office may be closed from time to time. Please call our Customer Services Team before your visit to confirm opening.
Retail sales are also available from this location should you wish to browse products in person.
It is important that you verify your information is correct, especially your delivery address. 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. You agree to this by placing an order with us and we reserve the right to pass on applicable charges to you if you provide 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.
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.
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 Service Team will advise you on the next steps.
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. Our Customer Services Team 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.