How much is postage?
ALL ORDERS WITHIN AUSTRALIA OVER $150 ARE SHIPPED FREE.
For orders under $150, postage costs are $20 within Australia
ALL ORDERS OUTSIDE AUSTRALIA OVER $300 ARE SHIPPED FREE.
For orders under $300, postage costs are $40 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 domestic orders over $150 and World-wide orders over $300 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 28 days internationally. If you have any questions relating to your order please contact [email protected].
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 [email protected] with details of your order, including the delivery address and we will respond with a quote.
Can I track my order?
Yes, you will recieve tracking information once your order is dispatched. If have any further queries please email [email protected] 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 [email protected] 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.
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
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 [email protected] 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 [email protected] quoting your order number as soon as possible and we will be in contact to work out the best solution.
Are my payment details safe?
We do not store any of your credit card details. Our secure, encrypted payment gateway is provided by Stripe 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.
How do I pay by gift card?
Gift Vouchers can be redeemed either instore at the Gallery or in our online store. To redeem online, the recipient simply enters the unique code on the card at checkout.
How do I check my gift card balance?
To check your gift card balance please visit
click on 'Check gift card balance' at the bottom of the page and enter your unique voucher code.
How long is my gift card valid for?
All vouchers are valid for 36 months from purchase date, and cannot be redeemed for cash. Gift Vouchers are issued in Australian dollars (AUD) only.
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.