Shipping & Returns
ONLINE GIFT SHOP - SHIPPING AND RETURNS POLICY
Last Updated: 31/07/2026
About Royal Botanic Gardens Victoria
The Royal Botanic Gardens Board (ABN 36 600 553 934) trading as Royal Botanic Gardens Victoria ("RBGV", "we", "our" or "us") is a Victorian statutory authority established under the Royal Botanic Gardens Act 1991 (Vic).
This Shipping & Returns Policy applies to all purchases made through the Royal Botanic Gardens Victoria Online Gift Shop ("Online Store").
1. Shipping & Delivery
Orders placed through the Royal Botanic Gardens Victoria Online Gift Shop are shipped using Australia Post.
We aim to dispatch all orders within 2 to 4 business days of receiving your order (excluding weekends and Victorian public holidays).
Orders are processed during normal Victorian business days only.
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.
2. Shipping Charges
Shipping charges are calculated during checkout.
Our current domestic shipping rates are:
| Shipping Method | Cost (AUD) |
| Standard Shipping | $14.95 |
| Express Shipping (if available) | Calculated at checkout |
The Standard Shipping rate applies to most orders delivered within Australia.
Where an order is unusually large, heavy or requires special handling, RBGV may contact you prior to dispatch to advise of any additional shipping charges. If you choose not to proceed, you will receive a full refund.
All shipping charges are quoted in Australian Dollars (AUD) and include GST where applicable.
3. Delivery Timeframes
Standard delivery timeframes are generally 2 to 6 business days from dispatch.
Express delivery timeframes are generally 1 to 4 business days from dispatch.
Delivery timeframes are estimates provided by Australia Post and may vary depending on destination, delivery services and circumstances beyond RBGV's reasonable control.
While every effort is made to dispatch orders promptly, RBGV is not responsible for delays occurring after an order has been lodged with Australia Post.
4. Tracking Your Order
Where tracking is available, shipment confirmation emails will include tracking details.
Customers can monitor the progress of their delivery using Australia Post's online tracking service.
5. International Shipping
RBGV is not currently offering international shipping.
6. Delivery Information
Customers are responsible for ensuring that the delivery information provided at checkout is accurate and complete.
RBGV is not responsible for delays, additional delivery charges or non-delivery resulting from:
- incorrect delivery information;
- parcels that are unclaimed or refused; or
- failure to collect items from Australia Post within the required timeframe.
Where a parcel is returned to RBGV, additional shipping charges may apply before the parcel is re-dispatched.
Returns & Refunds
7. Damaged, Missing or Incorrect Orders
Every order is carefully packaged before dispatch.
If your order arrives:
- damaged;
- incomplete;
- incorrect; or
- appears to have been damaged during transit,
Please contact shop@rbg.vic.gov.au as soon as reasonably practicable after receiving your parcel.
Please include:
- your order number;
- a description of the issue; and
- photographs of the parcel and affected Product(s), where applicable.
RBGV will investigate the matter and work with Australia Post to resolve the issue as quickly as reasonably practicable.
Where a delivery provider records an item as delivered to the delivery address provided by the customer, RBGV may require the customer to first participate in any enquiry or investigation process conducted by the delivery provider before a replacement, refund or other remedy is considered. Nothing in this clause limits any rights available under the Australian Consumer Law
8. Australian Consumer Law
Nothing in this Policy excludes, restricts or modifies any rights available to you under the Australian Consumer Law.
If a Product:
- is faulty;
- is damaged;
- is not of acceptable quality;
- does not match its description; or
- otherwise fails to comply with a consumer guarantee,
You may be entitled to a repair, replacement or refund.
9. Change of Mind Returns
RBGV is pleased to accept returns of full-priced Products if you change your mind, provided that:
- the Product is returned within 30 days of the purchase date;
- For the avoidance of doubt, this 30-day period applies to Australian orders and is calculated from the original purchase date.
- the Product is unused and in its original condition;
- the Product is returned in its original packaging where reasonably practicable; and
- proof of purchase is provided.
Requests received outside this period may be considered at RBGV's discretion.
Approved change-of-mind returns may be refunded to the original payment method, exchanged, or provided as store credit at RBGV's discretion.
The following items cannot generally be returned for change of mind unless required by law:
- clearance or final sale items;
- personalised or custom-made Products;
- gift cards;
- perishable Products; and
- Products that cannot be resold due to hygiene or safety reasons.
10. Returning Products
Customers are responsible for the cost of returning Products where the return is due to a change of mind.
If you wish to return a Product by post, please contact shop@rbg.vic.gov.au before returning your item so we can provide return instructions.
Where a Product is faulty, damaged or incorrectly supplied, RBGV will meet its obligations under the Australian Consumer Law, including reimbursement of reasonable return postage costs where required.
Customers returning Products by post should obtain and retain proof of lodgement and any available tracking information until the return has been received by RBGV. Where a returned parcel is lost in transit, RBGV may request proof of lodgement or other reasonable evidence to assist in investigating the matter with the postal or courier service.
11. Refunds
Approved refunds will generally be processed using the original payment method within a reasonable period after the returned Product has been received and inspected.
The time taken for funds to appear in your account will depend on your financial institution.
Shipping charges will only be refunded where required under the Australian Consumer Law or where RBGV determines a refund is otherwise appropriate.
12. Changes to this Policy
RBGV may update this Shipping & Returns Policy from time to time.
The version published on the Online Gift Shop at the time your order is accepted will apply to your purchase unless otherwise required by law.
13. Contact Us
If you have any questions regarding shipping, returns or your order, please contact:
Royal Botanic Gardens Board
ABN 36 600 553 934
Trading as Royal Botanic Gardens Victoria
Melbourne Gardens
Birdwood Avenue
Melbourne VIC 3004
Telephone: (03) 9252 2300
Email: shop@rbg.vic.gov.au
Website: www.rbg.vic.gov.au