FAQ

Postage

How much is postage?

ALL ORDERS OVER $100 ARE SHIPPED FREE.

For orders under $100, postage costs are $15 within Australia and $35 Internationally.

Why do I have to pay postage when I am only ordering a small item?

Unfortunately, the cost of postage has increased exponentially. We have introduced flat rates, which represent the average postage cost for the variety of items that we send. Remember, all orders over $100 qualify for free shipping.

When will my order arrive?

Orders are processed within 2 business days of receipt.  All deliveries are made by Australia Post. Please allow approximately 14 days from the date of shipment within Australia and 21 days internationally. If you have any questions relating to your order please contact info@done.com.au.

Please note these figures are only a guide and we do not have any control over your package once it is with Australia Post.

Will I have to pay duty / import tax on my order?

For all countries except Australia, your order may be subject to import duties and taxes, which are levied once your package reaches your country. Ken Done Gallery does not collect duties and taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policy, please contact your local customs office.

How do you send my order?

Orders are securely packaged from our Sydney office and sent with Australia Post.

Do you offer Express Shipping?

Express Shipping is available on request, but will incur additional charges, based on the items ordered and the destination. Please email gallery@done.com.au with details of your order, including the delivery address and we will respond with a quote.

Can I track my order?

Unfortunately, Australia Post does not currently offer order tracking.  If your order has not arrived after the above timeframe [link], please email info@done.com.au with your order number and we will investigate.

What if I'm not home to receive my order?

If you are unavailable at the time of the delivery, or the package is oversized, Australia Post (or your local international postage service) will leave a notification card at your delivery address with further instructions.

Can I have my order sent to my work address?

Yes, we would recommend this especially for high value orders to ensure there is someone to receive the delivery. We can also send to PO Boxes.

What if I've entered the incorrect delivery address?

Please email info@done.com.au or call +61(0)2 8274 4500 as soon as possible to let us know.  If you have received an email from us stating that your order has shipped, then we are unable to change the address. We will not be responsible for any parcels returned to us as a result of incorrect delivery instructions. Such items will incur new delivery charges before being dispatched again.

Returns & Exchanges

What if I change my mind?

We stand behind the quality of the merchandise we sell. If you are not completely satisfied with an item that you have purchased, we will be happy to honour your request for an exchange or refund, within 7 days of receipt of your purchase. Items must be as new, with all tags still attached.

Please wrap securely and return the merchandise with a copy of your invoice via registered mail to the address below:

The Ken Done Gallery

Level 2, 1-5 Hickson Road

The Rocks NSW 2000

Australia

The cost of returned merchandise will be refunded to you at the current exchange rate, in Australian dollars (shipping fees are not refundable).

My item is the wrong size - what can I do?

We are happy to exchange the item for a different size, providing it is in stock.  Please email info@done.com.au quoting your order number and specifying which size you would like as a replacement. The cost of shipping an item of the same or lesser value will be paid by kendone.com.au

What if my items are damaged?

We pack our orders carefully and securely but very occasionally, accidents unfortunately occur. Please email info@done.com.au quoting your order number as soon as possible and we will be in contact to work out the best solution.

Payment Details

Are my payment details safe?

We do not store any of your credit card details. Our secure, encrypted payment gateway is provided by Eway so you can be sure your personal details are protected.

Will I be charged any transaction fees?

All credit card transactions are processed in Australian Dollars (AUD$). The currency conversion tool is approximate guide based on daily exchange rates, rates may vary. If you are using a non-Australian credit card, your financial institution may charge a conversion fee as well as additional charges. Please check with your financial institution for details.

How do I use PayPal?

We’re happy to accept payment via PayPal.  If you don’t already have an account, you can find out more and sign up here https://www.paypal.com/au/webapps/mpp/pay-online - it’s free, secure and simple.

Gifts

Can I purchase a gift card?

Absolutely. Just head to the Gift Vouchers section of our website or call us on 02 8274 4500 and order over the phone or in store. They are available in $20, $50, $100 & $250, and you can combine them in the one order if you’d like a higher value. Gift cards are valid for 12 months.

How do I pay via gift card?

Place your order online and go to the Checkout section. One of the payment methods available is Gift Card – just enter in the X digit code from your gift card in the box.  Please note that any unused balance will be issued as store credit.

Can I send my order as a gift?

If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We don’t offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel! We don’t display the prices of items on the paperwork included with an order so you can keep how much you’ve spent a secret.