Gift Card
Gift Card

Crown Gifts Terms and Conditions

1. General

1.1 These Terms and Conditions relate to Crown Gifts cards and At Home products sold both online and in-store.

1.2 The website ('Website') is operated by Crown Melbourne Limited (ABN 46 006 973 262) of 8 Whiteman Street, Southbank, Victoria 3006 ('Crown Gifts').

1.3 For the purposes of this Agreement, the term 'Goods' means the Crown Gifts ‘At Home’ Products specified on the Website and in-store (including gift cards) and which are ordered / purchased by you by completing the approved ordering process.

1.4 The sale of Goods on this Website is subject to the Terms and Conditions of this agreement ('Agreement'). This Agreement is a contract between Crown Gifts and the customer ('You').

1.5 Goods are only available to be delivered to an Australian address. For international purchases and postage queries, contact Crown Gifts on +61 3 9292 5927. International postage fees apply.

2. Ordering Goods Online

2.1 You may order Goods by completing the approved ordering process on the Website or by completing a manual order form in accordance with Crown Gifts procedures as specified on the Website ('Order').

2.2 When ordering online, you must provide complete and accurate details to enable Crown Gifts to process and deliver your Order.

2.3 By placing an Order on the Website, you are making an offer to enter into an agreement to purchase the product(s) in that order. Orders will be deemed received by Crown Gifts at the time that an order confirmation and tax invoice is sent to your nominated email address. It is your responsibility to ensure that the correct email address and contact details are entered with your Order.

2.4 You acknowledge that all Goods purchased are intended for personal use only and will not be resold.

2.5 You acknowledge and agree that from time to time some Goods on the Website may be out of stock or unavailable.

2.6 Any images of Goods displayed on the Website are for illustrative purposes only. Whilst Crown Gifts endeavours to use accurate images of the Goods on its Website, the Goods delivered may vary slightly in appearance and packaging to the images that appear on the Website.

2.7 The sizes and dimensions of Goods may vary slightly in real life. It is your responsibility to ensure that the actual sizes of the Goods are suitable for your purpose prior to submitting your Order (including whether there is appropriate and safe access to your delivery address for the delivery of the Goods).

2.8 Any accessories featured with the Goods may be for illustration purposes only and may be sold separately.

2.9 If you provide inaccurate or incomplete details in your Order, Crown Gifts will not be liable to you for any loss you or any third party suffers as a result of, or in connection with, a delay or failure to process your Order or deliver Goods.

2.10 You can only place an Order on the Website if you are 18 years of age or older and not prohibited from entering the Crown Melbourne, Crown Perth or Crown Sydney complex or the casino for any reason.

2.11 If you place consecutive or separate Orders, we cannot consolidate your Orders. A separate Delivery Fee, if applicable, will apply to each Order.

2.12 Crown Gifts reserve the right to accept or reject your Order for any reason at any time. If your order is rejected, you will receive a refund of any money paid.

2.13 Crown Gifts reserves the right not to honour any incorrect Prices represented on the Website made by genuine human or system error. You will be refunded the value of that part of your Order affected by the error and will fulfil the remainder of your Order. If you are not satisfied with the partial fulfilment of your Order, you can return your Order to us under the Returns Policy.


3. Price and Payment

3.1 When you place an Order, you will be charged the price of the item and agree to pay any applicable Delivery Fees.

3.2 Prices are in Australian Dollars and, if GST applies, inclusive of GST. Except in the case of Crown Gifts where GST only applies to the goods or services redeemed with the certificate and/or card.

3.3 Prices payable for the Goods are the prices specified on the Website.

3.4 Crown Gifts reserves the right to change or alter Price without notice. If you have already submitted an Order at a particular Price, Goods will be supplied at that Price (unless your Order is affected by a pricing error, in which case clause 2.13 will apply).

3.5 Payment methods can be made by using the approved credit cards specified in the Frequently Asked Questions ('FAQ') section. At Home products can be purchased in-store by using a Crown Gifts gift card and cannot be used online. To view our FAQs, click here.

3.6 Depending on your preferred delivery method, all applicable Delivery Fees must be paid (if applicable).

3.7 Payment of an Order must be cleared by Crown Gifts before an Order is made. If a credit card payment cannot be processed you should contact your card issuer to try to resolve the problem or use an alternative payment method in order to continue with your Order.

3.8 In paying or attempting to pay for Goods, you agree that you have not engaged in any fraudulent conduct or contravened any law.

4. Delivery and Click & Collect

4.1 Delivery to your nominated address is available by the options specified at Frequently Asked Questions ('FAQ'). To view, click here.

4.2 Crown Gifts will use its best efforts to supply the Goods ordered by you.

4.3 Goods are subject to availability and where Goods are not available to be ordered, the Website will indicate that they are not available.

4.4 Goods (including Crown Gifts cards) can only be delivered to postal addresses within Australia.

4.5 It is your obligation to ensure that the correct delivery address is provided for at the time of placing your Order. Crown Gifts is not obliged to resend your Order to the correct address at its expense should the wrong address be provided.

4.6 Delivery times may vary according to the availability of Goods.

4.7 Please note that we cannot guarantee delivery times particularly during major campaigns or peak periods, where your Order may be delayed. This includes both Click & Collect orders and deliveries.

4.8 You must advise Crown Gifts if you have not received your Order by the estimated due date.

4.9 If Goods are lost in transit (prior to delivery) Crown Gifts will make enquiries. If Crown Gifts provides a replacement and the original Goods are subsequently delivered, you must return the original Goods to Crown Gifts. Please contact Crown Gifts to organise a return of the original Goods.

4.10 When Goods are delivered the receiver of the Goods will be deemed to have been authorised to accept the Goods on your behalf if you are not present at the time of delivery. Where Crown Gifts is not able to deliver the Goods, you will need to collect the Goods from a Post Office.

4.11 Subject to the Australian Consumer Law and without limiting the operation of these Terms and Conditions, if the Goods are delivered late or not delivered, Crown Gifts is not responsible for any loss or damage as a result.

4.12 Title and risk for all Goods passes to you upon delivery. Crown Gifts will not be liable for any loss or damage arising from Goods lost, stolen or damaged after delivery has taken place.

4.13 Crown Gifts offers a free Click & Collect service for most Goods across Crown Melbourne, Crown Perth and Crown Sydney.

4.14 Once your Goods have been confirmed for Click & Collect we will send you an email notifying you when your Order is ready to be collected. Please note: you must show photo identification and your tax invoice when picking up your Click & Collect Order at Crown Melbourne, Crown Perth or Crown Sydney. You are not able to nominate another individual to pick up the item on your behalf.

4.15 All Crown Gifts cards sent within Australia are shipped via Australia Post express post. International orders are shipped via Australia Post (duties may be payable by the recipient).

5. Faulty or Damaged Goods

5.1 Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.

5.2 If Goods obtained through Crown Gifts are faulty, not doing what it is supposed to do, significantly different from what was advertised on the Website, is in breach of manufacturer’s warranties or the consumer guarantees under the Australian Consumer Law, please contact Crown Gifts as soon as possible.

5.3 These consumer guarantees do not apply where the Goods are damaged due to abnormal use or failure to take reasonable care including failure to use the Goods in accordance with the manufacturers’ instructions or for fair wear and tear.

5.4 To assess whether the Goods are faulty, you may need to arrange inspection of the Goods or be required to send images of the damage or fault to Crown Gifts for preliminary assessment.

5.5 Where the Goods are damaged or faulty, Crown Gifts may authorise any of the above remedies and will provide instructions to you regarding how and where the Goods are to be returned to or, subject to the type and/or size of the Goods being returned, possibly collected (for big and bulky items such as beds).

5.6 Crown Gifts will advise you of its determination after inspecting the Goods and, subject to its determination, Crown Gifts will coordinate repair or replacement (at no cost to you) or arrange a refund.

5.7 If, upon inspection, Crown Gifts determines that the Goods are not faulty or damaged Crown Gifts will contact you to arrange for re-delivery of the Goods back to you, at your expense.

5.8 Goods cannot be returned for change of mind.

6. Refunds & Returns

6.1 Goods can be returned by contacting the Crown Gifts team to authorise the return.

6.2 Once a return has been authorised by Crown Gifts, Goods can be returned as follows:

a) In person: By appointment which can be made with a Crown Gifts team member by calling 03 9292 5927 or at the Crown Gifts store at Crown Melbourne.

b) By post: Crown Gifts, 8 Whiteman Street, Southbank, Victoria, 3006.

6.3 Proof of purchase will be required to process any returns and Crown Gifts may require photo identification.

6.4 If the Goods have been opened, used of partially consumed before a fault or damage was discovered, the Goods can be returned to Crown Gifts without the original packaging. Where possible, Goods should be returned with all accessories and instruction manuals.

6.5 Where a refund is authorised, Crown Gifts will refund any payment made by you to the payment method used to process the Order.

7. Crown Rewards

Crown Rewards members can earn Crown Rewards points through the purchase of Goods in-store only (excluding the purchase of gift cards). Points will be awarded on redemption of a gift card only. Crown Rewards points can be redeemed to purchase product in-store (excluding gift cards).

8. Other Matters

8.1 General Terms and Conditions applicable to use of this Website and related websites are available at Terms of Use.

8.2 Law: This agreement is subject to the laws of Victoria and the non-exclusive jurisdiction of the courts of Victoria.

8.3 Privacy: Crown Gifts collects your personal information for the purpose of providing the products (including fulfilling your Order and providing you with the ordered products). Your personal information may be disclosed to others, including Crown’s service providers as necessary for the above purpose and/or storing data, who may be located overseas. Crown Gifts may use or disclose your personal information in accordance with Crown’s privacy policy. See Crown’s Privacy Policies for: Melbourne, Perth and Sydney for details on how you may access the personal information we hold about you and/or how you can complain about a privacy breach and how we will deal with that complaint.

8.4 Gift Cards: Use of a Crown Gifts Cards is subject to specific terms and conditions available at Terms and Conditions.

8.5 Changes to these Terms and Conditions: Crown Gifts may be required to change these Terms and Conditions from time-to-time. Such changes may include changes to the nature and type of offers made by Crown Gifts and to the venues or facilities where a Crown Gifts cards can be redeemed. Crown Gifts will detail any changes by updating this Website and changes will take affect from the date they are updated.

9. Crown Gifts Cards – General Rules

9.1 Gift cards purchased via the Website are issued by Crown Melbourne Limited (ABN 46 006 973 262) and subject to these Terms and Conditions.

9.2 Crown Gifts cards are to be treated like cash. You are responsible for the use and safety of your gift card.

9.3 Crown Gifts cards will not be replaced, refunded if lost or stolen.

9.4 You are liable for all transactions on your gift card except to the extent to which there has been fraud or negligence by us or any of our employees.

9.5 Gift cards can be partially redeemed. If your purchase exceeds available card balance, you must pay the difference.

9.6 Gift cards are non-transferable and may not be redeemed for cash or products thereof (except where otherwise specified).

9.7 Gift cards cannot be reloaded. Any unused balance on expiry of gift cards will not be refunded or credited.

9.8 Gift cards cannot be used for payment of credit or retailer accounts and Events at Crown Melbourne, Perth or Sydney.

9.9 Gift cards are not redeemable online.

9.10 Gift cards cannot be exchanged for a different denomination or for another tender. Gift cards cannot be refunded or returned.

9.11 Gift cards cannot be used for promotional purposes (including competitions) without prior written consent from Crown Gifts.

9.12 Gift cards cannot be used to purchase another gift card or accommodation package. All packages and denominations distributed via Crown Gifts are issued as a gift card.

9.13 Gift cards are valid for three years from issue date unless otherwise noted. Our record of your expiry date is final.

9.14 To check your gift card balance click here and select either Crown Melbourne, Crown Perth or Crown Sydney.

9.15 Crown Gifts cards can be used across Crown Hotels, Crown Spa and selected restaurants and bars, excluding gaming. Visit for list of available venues.

9.16 Crown Gifts cards are subject to availability and may not be valid during special event periods. Advanced bookings during special event periods required.

9.17 All Crown Gifts offers are subject to availability. Crown Gifts offers cannot be used in conjunction with any other offer or promotion that is provided by Crown Gifts or Crown Melbourne. All Crown Gifts cards are subject to availability. Crown Gift certificates and/or cards may not be valid during special event periods and will be deemed void if not redeemed by the expiry date indicated on the certificate and/or card. Advanced bookings during special event periods are recommended. Crown Gifts cards cannot be redeemed for another gift card or packages via Crown Gifts online. All gift cards including accommodation packages must be fully redeemed at a participating outlet in person prior to the expiry date indicated on the gift card. All packages and denominations distributed via Crown Gifts are issued as a gift card.

9.18 Crown Gifts reserves the right to change the Gift Card General Rules at any time.

10. Hotel Accommodation Packages – Melbourne, Sydney & Perth

10.1 Crown Towers Sydney packages are only available Sunday to Friday.

10.2 Please present your Crown Gifts card at Reception when checking-in.

10.3 Guest’s checking-in will be asked to provide credit card or cash deposit as a pre-authorisation and will be refunded upon check-out. Hotel check-in policies apply.

10.4 Advanced bookings are required and some blackout periods or limited availability may apply to special event periods and public holidays.

10.5 Cancellations within 24-hours of check-in will result in forfeiture of the full fee payable for the stay.

10.6 Advanced Purchase bookings cannot be redeemed with a Crown Gifts card.

10.7 Crown Rewards hotel promotions cannot be paid for with a Crown Gifts card.

10.8 Accommodation packages are only valid for what is included in the package description. Any ancillary costs will need to be settled prior to or at time of check-out.

10.9 If package inclusions (e.g. breakfast inclusions) are not redeemed prior to check out, they will be forfeited and will not be refunded. Further, package inclusions are not transferable to other guests.

10.10 The health and wellbeing of our guests, employees and the wider community remains our number one priority. All activities at Crown Melbourne, Crown Perth and Crown Sydney are operated in accordance with Crown’s COVID-19 requirements and COVIDSafe Plan. These requirements include the mandatory wearing of masks, physical distancing, entry screening and other measures which are subject to change based on government advice. If you or anyone you are travelling with (i) resides in an area designated a ‘red zone or hot spot’ by a State or Territorial government (ii) feels unwell or have any cold or flu-like symptoms (iii) has been in close contact with a confirmed case or has been diagnosed with COVID-19 in the last 14 days, (iv) are awaiting the results of a COVID-19 test, (v) or is subject to a government direction to self-isolate we kindly ask that you reschedule your stay until after you have medical clearance. Further information is available at Crown Melbourne, Crown Perth and Crown Sydney.

11. Crown Spa – Melbourne, Sydney & Perth

11.1 Please present your Crown Gifts card at Crown Spa Reception upon arrival.

11.2 Some blackout periods or limited availability may apply to event periods. Advanced bookings are essential.

11.3 A three-hour cancellation policy applies or the full fee will be charged applies at Crown Spa Melbourne and 24 hour cancellation policy applies or the full fee will be charged applies at Crown Spa Sydney and Perth.

11.4 Treatment is only valid for what is specified on the gift card or a treatment of an equivalent value.

12. Denomination Gift Cards

12.1 Crown Gifts cards can be used across Crown Hotels, Crown Spas and selected restaurants and bars, excluding gaming. Visit for list of available venues.

12.2 If your purchase exceeds the available card balance, you must pay the difference.

13. Promotions

13.1 Promotions are subject to availability at the time of purchase.

13.2 Crown Gifts promotions may be online only or in-store depending on the offer terms and conditions.

13.3 There is a limit of three (3) ‘Gift with Purchase’ promotional products per order (unless stated otherwise in the offer terms and conditions).

13.4 Offer cannot be used in conjunction with any other offer via Crown Melbourne, Crown Perth, Crown Sydney or Crown Gifts.

13.5 Any ‘Gift with Purchase’ offered as part of a promotion cannot be exchanged or refunded.

13.6 Where a gift card is issued as part of a temporary marketing promotion to the purchaser of a Crown Gifts promotion the expiry of a promotional gift card will be at the discretion of Crown Gifts.

14. Crown Beds and Deliveries

14.1 Beds are designed and made in Australia by Comfort Sleep Bedding exclusively for Crown Hotels.

14.2 Please allow 6-8 weeks from the date of placing your order for delivery of your bed.

14.3 Crown Gifts may not be able to deliver beds to certain regional areas. Should your delivery address fall within an area Crown Gifts is unable to deliver to, a member of the Crown Gifts team will be in contact with you regarding your Order.


30 October 2023

  1. These Terms and Conditions apply to the Crown Gifts Gift Card (“the Card”), a gift card program run by Crown Melbourne Limited on behalf of Crown properties in Melbourne, Perth and Sydney. Crown has a range of Cards, including physical Cards (“Physical Card”) and digital Cards (“Digital Card”), that can be used at participating merchants specified in Schedule 1.

  2. The Digital Card is issued by EML Payment Solutions Limited, ABN 30 131 436 532, AFSL 404131 (“EML”) and distributed by Vault Payment Solutions Group Pty Ltd, ABN 66 632 373 105 (“Vault”).

  3. The Physical Card is issued by Vii Pty Ltd ABN 83 619 963 263 (“Vii”) and distributed by The Card Network Pty Ltd ABN 87 626 501 568 (“TCN”).

  4. If you have only the Digital Card or only the Physical Card, only some sections of these Terms and Conditions apply to you as set out under the ‘Digital Cards’ and ‘Physical Cards’ sections.

  5. In these Card Terms and Conditions:

“You”, “your” or “user” means the cardholder. If you acquire the Card, you will have a contract with us;

“We”, “us” or “our” means Crown Melbourne Limited, ABN 46 006 973 262 (“Crown Gifts”);

“Tokenised Card” means a Digital Card that has had sensitive personal information (including, but not limited to, a PAN) substituted for a unique identifier (“token”) and stored within a Device Wallet for you to use as payment. A Tokenised Card can be used for Contactless Transactions as well as card not present transactions, including online purchases;

“Digital Wallet” means Apple Pay, Google Pay or Samsung Pay or any other digital wallet provider capable of provisioning the Digital Card to your Device;

“Contactless Transactions” means a transaction made by holding a Card (capable of making Contactless Transactions) in front of a contactless terminal (capable of being used to make a Contactless Transaction) to complete a transaction;

“Device” means a mobile or wearable device that allows you to store or otherwise add a Digital Card to a Digital Wallet;

“App” means the mobile application provided by Vault which allows you to manage your Card, review transactions and check your available balance;

“Website” means the secured web site any additional or replacement website we notify you as the website for the purposes of these Terms & Conditions from time to time.

Digital Cards: Accepting the Digital Card and agreeing to these Conditions of Use

  1. You agree to be bound by these Terms and Conditions by using the Digital Card in any capacity including, but not limited to, activating your Card, provisioning the Digital Card into your Device, using any Card features or completing a transaction with the Digital Card.

  2. Use and access to the Tokenised Card is subject to your respective Device capability. This means your Device must have the ability to store the Tokenised Card and make a purchase using a Digital Wallet.

  3. In order to purchase, receive or use the Digital Card, you must ensure the purchaser or recipient of the Card has an Australian mobile phone number. For in-store purchases, you must ensure you have Australian accounts with Google Pay, Apple Pay or Samsung Pay.

How and where you can use the Card

  1. A newly purchased Card is valid for 36-months from the date of issue. A Card received as a replacement, as part of a promotion or a special offer may have a shorter expiry period. The expiry of a Digital Card is as stated in your Wallet or in the App or as written on the Physical Card.

  2. The Card cannot be used after expiry.

  3. The Digital Card must be activated prior to use and before the expiry date.  You can activate your Tokenised Card via the App by following the instructions provided to your Device by SMS / text message. Upon activation, the Digital Card will be ready for use.

  4. The Card is a single load prepaid card that can be used for purchasing goods and services at participating merchants as listed on the Website and cannot be used at ATMs or over the counter at financial institutions. The Digital Card can be used at an Accepted Merchant that has an EFTPOS Device for a Tokenised Card, or for making a Contactless Transaction. 

  5. The list of retailers where your Card is accepted is located here:

  6. The Card cannot be used for the purposes of gambling, as payment towards Events and Conferences at Crown properties, or to purchase another gift Card.

  7. Attempts to use the Card at merchants that are not otherwise approved to accept the Card will result in a declined transaction.

  8. The Card does not have cash out capability. You cannot use the Card to withdraw cash.

  9. The Card cannot be cancelled, used to obtain or redeem cash and cannot be used for making direct debit, recurring, regular instalment payments or as payment towards retailer accounts.

  10. Cards cannot be used for promotional purposes (including competitions) without prior written consent from Crown Gifts.

Checking your Card balance and transaction history

  1. We do not provide you with paper statements. Card transaction activity and balance information are available, in the case of Digital Cards, by accessing the App and in the case of Physical Cards, by calling Crown Gifts on 1300 553 380.

  2. You are responsible for ensuring the availability of sufficient funds for all transactions. If your purchase exceeds the available Card balance, you must make up the difference with an alternative form of payment. Some merchants may not allow you to combine multiple payment types (such as cash, cheque or another payment card) to complete the transaction.

Validity and Card Expiry

  1. The Card is valid until the expiry date shown within the App for a Digital Card and as displayed on the Physical Card.

  2. The Card cannot be used after expiry. After its expiry, or cancellation for non-activation, any balance will be forfeited to Crown Gifts, and the Card will be declined when presented for use. We will not give you any notice before this happens.

Your Card, your responsibility

  1. The Card is like cash. We have no obligation to replace or refund value for misused, lost, stolen, damaged or defaced Cards except where we have breached any condition or warranty implied under consumer protection legislation that cannot be excluded in these Terms and Conditions.

  2. You are responsible for all transactions on the Card, except where there has been fraud or negligence by our staff or agents. If you notice any fraud relating to the Card, you should notify Crown Gifts Customer Support immediately at 1300 553 380.

  3. Except to the extent required by law, we, EML, Vault and TCN are not liable for any loss or damage arising out of or in any way related to the use of the Cards, including:
    1. if authorisation is declined for any transaction, except where the authorisation has been declined because of an act or omission on our part;
    2. if you permit someone else to use the Card, you will be responsible for any transactions initiated by that person with the Card;
    3. the availability of merchants who allow the use of the Card as payment;
    4. reduced levels of service caused by the failure of Card Issuers and distributors, third-party communications and network.

Errors and complaints

  1. If we discover an error in the amount of funds loaded, reloaded, received or used for any reason, we are authorised to rectify the error without further notice to you, including but not limited to debiting the equal amount of funds found in error from your Card’s available balance.  

  2. If you notice any error relating to the Card or have a query about the Card, you should initially contact Crown Gifts front desk during business hours.  For any assistance to use the App for Digital Cards, please contact

  3. If you have a complaint relating to the Card, please contact Crown Gifts on 1300 553 380.

Fees and Charges

We do not charge any fees for using the Card. However, to the extent permitted by law, some merchants may charge you for using the Card and such fees may be deducted from the balance of your Card at the time of the transaction.

Refunds or exchanges  

Any refunds for purchases you have made at a participating merchant are subject to the policy of the specific merchant. Refunds by payments made by Card will be made by issuing a new Card with the minimum expiry period applicable in the circumstances.

If you have a problem with a purchase made with the Card, or a dispute with a merchant, you must deal directly with the merchant involved.


Any information that you share with is used in accordance with our Privacy Policy available at

Information will be disclosed to third parties about the Card and transactions made with the Card, where necessary to operate the Card and process transactions and if required by law. Our third party providers’ Privacy Policies are available at:





Changes to these Conditions of Use

We reserve the right to change these Terms and Conditions at any time. Any changes to the Terms and Conditions can be viewed at

Schedule 1: Participating Merchants

Gift Cards can be used at our Melbourne, Perth and Sydney Crown properties at participating merchants across each complex, excluding gaming.

For a full list of participating merchants see:

Crown Melbourne:

Crown Perth: 

Crown Sydney:

From time to time, we may change the list of participating merchants without further notice to you. A complete list of participating merchants is available at the above links.