How to place an order

Table of Contents

    How to order shop products (books, models, gifts etc)

    New users can create an account during the checkout process.

    Existing users can sign in and modify their account details at any time.

    1. Search for the items (books, merchandise) you wish to order.
    2. Click on the Buy now button to add an item to your order.
    3. Complete your billing and delivery details.
    4. Provide us with any special instructions you may have.
    5. Read and agree to our Terms and Conditions.
    6. Review your order
    7. Select a payment method.

    Note:
    Goods will not be processed until payment received.

    Turnaround times apply to all orders.

    How to order reproductions of the Memorial's National collection

    1. Search the Collection.
    2. Click on the order a copy button to add an item to your order (if the order a copy button does not appear please contact the eSales unit).
    3. Commercial orders: If you are ordering a collection item for commercial use or any kind of public display you may need to pay a user fee. This will vary depending on what you are doing with the item. You will be given options to choose from in the ordering process.
    4. Select the format and size you require. Format and size affect the price.
    5. Complete your billing and delivery details.
    6. Provide us with any special instructions you may have for example name of the publication or exhibition and any other important delivery or timing information.
    7. Read and agree to our Terms and Conditions.
    8. Review your order
    9. Select a payment method.

    Note:
    Items will not commence production until payment received.

    Turnaround times apply to all orders.

    How to order copies of film and sound

    1. Search the Collection.
    2. Download and fill in the order form and submit to esales@awm.gov.au for processing.

    Turnaround times apply to all orders.

    Friends Discount

    Members of the Australian War Memorial Friends of the Memorial will receive a 10% discount on shop and image sales items. To receive your discount, please contact the eSales unit prior to placing your order.

    Please Note: 
    The Friends of the Memorial discount is intended for use by individuals and families for personal and non-commercial use of images and shop items.

    If you have further questions regarding whether your purpose of use qualifies for this discount, please contact the eSales unit.

    Postage

    Your postage and handling charge depends on the items you order, and the method of delivery you select.

    Shop items and Collection items have different sets of charges. Shop items include books and other merchandise. Collection items include image reproductions (scans and prints).

    Our standard postage rate is sent via Australia post and does not include insurance, tracking or registered mail of any kind. The express post rate includes an Express Post tracking number and depending on what is purchased we may send the item via courier.  Registered mail or insurance are additional fees and please contact the eSales unit if you would prefer this option.

    The Memorial is not liable for any missing products and unable to refund items lost in the post.

    Shop items

    Note:
    This is a guide only. Bulky or heavy items may attract an additional charge.

    Delivery method Number of items Australia International

    Standard

    		 1–3 $10.00 $25.00
    4–9 $15.00 $30.00
    10 or more $20.00 $50.00

    Express

    		 1–3 $20.00 N/A*
    4–9 $25.00 N/A*
    10 or more $30.00 N/A*

    *If you require international express delivery, please contact us before you complete your order. (You can save your shopping cart.)

    Collection items

    Note:
    These are flat fees, regardless of quantity.

    Delivery method Domestic International
    Standard $8.00 $20.00
    Express $15.00 N/A*

    *If you require international express delivery, please contact us before you complete your order. (You can save your shopping cart.)

    • If you order a Shop item and a Collection item, you will need to pay a separate postage and handling charge.
    • Postage charges do not apply to orders that are downloaded or collected from the Memorial.

    Delivery

    Shop items

    Allow 5 business days for processing of your order, plus delivery time. (See table below.)

    Collection items

    Allow 30 business days for processing of your order, plus delivery time. (See table below.)

    Delivery method Australia International
    Standard 3–7 days 14–28 days
    Express Overnight*  2–3 days

    *Most metropolitan regions. Country destinations may take longer.

    International orders

    Customs clearance can add to the above timings and are beyond the Memorial's control. Any fees, tariffs, or duties associated with international delivery are the responsibility of the customer.

    Online Shopping Terms & Conditions

    Please read the following terms and conditions before confirming your order. You must agree to these terms and conditions before proceeding.

    Collection Material – Images, film and sound

    By paying User Fees to the Memorial for the display or commercial use of the Memorial’s Collection Material, you agree to be bound by formal Conditions of Use. You will receive a formal Conditions of Use document for your purchase on delivery of your order. Collection Material purchased for personal use must not be used for commercial application without the Memorial’s knowledge and permission.

    Prices and descriptions

    All prices are in Australian Dollars. While we make every effort to publish the correct price, all prices are subject to change without notice. While we take all reasonable care to ensure that the details and descriptions appearing in the Online Shop are correct, product information is subject to change without notice. The Memorial reserves the right to cancel an order at any time.

    The Memorial's published prices for domestic sales are inclusive of GST. We do not advertise an international price exclusive of GST. For overseas deliveries, goods are offered at the published price.

    Payment

    You must complete payment before your order is processed unless you are an approved credit account customer. Payment can be made by PayPal, Visa, MasterCard, or cheque. (Cheques from outside Australia will not be accepted.) Cheques must be in Australian Dollars and made payable to The Australian War Memorial. Your cheque must clear before we can begin processing your order.

    PayPal

    The Memorial does not access or see your PayPal account shipping details. Your order will be shipped to the address that you enter or select during the checkout process. Please ensure all details are correct.

    Overseas Customers

    International cheques or bank drafts will NOT be accepted and your order will not be processed. Credit card or PayPal are preferred forms of payment. Alternatively, payment can be made directly into our bank account. (You must pay all bank fees and charges.) Please contact the eSales Unit for details.

    International orders

    Customs clearances can add to delivery times and are beyond the Memorial's control. Any fees, tariffs, or duties associated with international delivery are the responsibility of the customer.

    Returns and Refunds

    Goods supplied through the Online Shop are considered to be firm sale. Please choose your purchases carefully, and check your order details before making payment. Returns will not be accepted for any change of mind, unless the goods are accompanied by an authorisation for return issued by the eSales Unit. Goods must be received back at the Australian War Memorial in original condition for a full credit / refund to be forthcoming. Goods not in original condition will incur a surcharge of 50% of the original purchase price plus postage.

    Refunds and returns are not possible for Collection Material.  Please contact the eSales Unit for further information.

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