FAQ

Categories
  • Delivery
  • General
  • Returns
  • Loyalty
  • Click & Collect
What is your Delivery time for online purchases?
What are your Shipping costs?
Goods and Service Tax
Is there a delay is Delivery over Easter and ANZAC?
Authority To Leave

Delivery

What is your Delivery time for online purchases?

Estimated delivery within 2-5 working days for shipments in Urban New Zealand.
Estimated delivery within 3-7 working days for shipments in Rural New Zealand.
Estimated delivery in Urban Australia is 4-7 working days.
Estimated delivery in Rural Australia is 4-12 working days.
Estimated delivery internationally is 7-14 working days.

What are your Shipping costs?

For New Zealand orders we use Courier Post.
For Australian and International orders we use DHL.

All parcels must be signed for on delivery. Please ensure someone will be available at your chosen address to sign for your delivery. If no one is available to sign for your delivery, a Card-to-call will be left by the delivery company for you to arrange collection/redelivery where available.

Please ensure the business name is listed if it is going to a business address - otherwise the courier will not deliver it.

Shipping costs are:

New Zealand & Australia
- Free Shipping for orders over $50.00*
- $8 for orders under $50.00*
*Terms & Conditions apply, contact us for more detail

International
We ship to most countries, however if your country is not available in the cart, please contact us here.

- 1 item = $40.00
- 2 items = $75.00
- 3 items = $105.00
- 4 items = $130.00
- 5+ = $150.00

Goods and Service Tax

Please note on orders being delivered to countries other than New Zealand or Australia may incur customs or import duty fees when the order reaches its destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.

Customs policies and charges will vary from country to country. We'd recommend contacting your local customs office for further information

Is there a delay is Delivery over Easter and ANZAC?

Due to public holidays and weather events, order processing and deliveries may be delayed slightly. However we’ll do our best (as always) and keep you updated.

Our Customer Care service will also be affected during this time, but we encourage you to contact us via private message on Facebook https://www.facebook.com/MiPiaciShoes/ if possible.

NZ: If you’re visiting us in store, please be aware that all our stores will be closed Friday and Sunday.

AU: If you’re visiting us in store, please be aware that all our stores will be closed on Friday.

Have a happy and safe long weekend.

Authority To Leave

If you have given a postal service Authority To Leave (ATL) for your deliverable packages, we are not liable in any way for loss, theft or damage to the parcel left in accordance with this authority. To avoid this risk we recommend you try our Click & Collect service, or have your package sent to a secure location where signature is required.

What is your process for Laybys?
How do I change my personal details?
Do you have any stores in Australia?
Layby Policy
How do I cancel my online order?
Terms & Conditions
Product Review Standards
Terms & Conditions for Gift with Purchase
Have I been charged twice?
Why was my order cancelled?
What if I'm having trouble using my discount code/loyalty code?

General

What is your process for Laybys?

We do not currently have the functionality to process laybys online however please see below for our layby policy.

Layby Policy

DEPOSIT
The minimum deposit required on a layby is 25% of the total Purchase, or $30, whichever is greater.

LAYBY PERIOD
Laybys will be held for six weeks from the date of layby purchase. However, with a transfer in from another store layby, we do charge a $6 courier fee and the you have 2 weeks to come in and confirm that the shoes are exactly what you want (the shop will ring you to tell you of their arrival in the store).

CANCELLATIONS
If a layby is cancelled, a $30 fee is charged and the remaining balance will be refunded to you.

PAYMENT
Layby payments may only be made at the branch where the goods are held.

SALE GOODS
Sale items cannot be placed on layby.

MULTIPLE GOODS LAYBY
If you have two or more pairs of shoes on the same layby, the layby balance must be paid in full before any of the goods can be collected. If you wish to take only one of the items, the layby must be cancelled first, incurring cancellation fees. You may then purchase any item you wish; however, you cannot re-layby any items that have been on a cancelled layby.

How do I change my personal details?

Please Contact Us to change your personal details such as postal address. Please provide details of your old and new details.

Do you have any stores in Australia?

Yes! You can shop the full Mi Piaci range in 2 stores across Melbourne, Australia. Our Mi Piaci stores bring you the same quality product and service you know and love from Mi Piaci in New Zealand. Find out more about our store locations here.

Layby Policy

DEPOSIT
The minimum deposit required on a layby is 25% of the total purchase; or $30 - whichever is greater.


LAYBY PERIOD
Laybys will be held for six weeks from the date of the layby deposit. However, if a deposit is paid to transfer stock from another store - customers must return within two weeks of arrival to confirm that the shoes are exactly what they want and that the layby will continue. Our friendly staff will ensure you are contacted as soon as your shoes arrive.


CANCELLATIONS
If a layby is cancelled, a $30 fee will incur. The remaining balance will be refunded to you.


PAYMENT
Layby payments may only be made at the branch where the goods are held. You can also call the branch you placed your deposit at and make a payment over the phone.


SALE GOODS
Sale items cannot be placed on layby.


MULTIPLE GOODS LAYBY
If you have two or more pairs of shoes on the same layby, the layby balance must be paid in full before any of the goods can be collected. If you wish to take only one of the items, the layby must be cancelled first, incurring cancellation fees. You may then purchase any item you wish; however, you cannot re-layby any items that have been on a cancelled layby.

How do I cancel my online order?

Please ring Mi Piaci on 09 524 1430 within two working days to cancel your online order.

Terms & Conditions

Please note all prices on the website have already been marked down for sales & promotions. No further discounts apply.

Product Review Standards

If you are writing a review please keep it about the product.
Please contact our customer happiness if you have a customer service issue or query you wish to discuss.
We prefer you review items you have owned, used or tried on.
We will not publish your review if any abusive or offensive language is used
Refrain from mentioning competitors, pricing details, promotions or include links to other websites.
Do not include any personal details or identifiable information.

Terms & Conditions for Gift with Purchase

  • A $300 minimum must be spent to receive the 'Carrie' free gift.
  • If the goods from the original sale are returned for a cash refund; the 'Carrie' free gift must also be returned alongside your product(s).
  • If the goods from the original sale are returned for a store credit/exchange to the value of $300 - the free gift can be kept.
  • Free gift may not be exchanged or returned for cash.
  • Limited time only or while stock lasts.
  • 'Carrie' clutch must be selected upon check out online to activite free gift promotion.
  • Have I been charged twice?

    If you have recently completed your purchase and checked your bank account soon after to see two charges instead of one; don’t panic – there could be a very simple explanation for this!

    When you place an order with us, your bank places a hold at

    the time you check out to ensure these are available for our company to charge

    your card for your purchase. As the charge is not done by us until we’ve

    picked, packed and out about to dispatch your item(s), it is important that

    those funds are still there after processing for us to charge. This is called

    preauthorisation.

    It is a standard practice when funds are transferred

    electronically.

    When we are unable to fulfil and order, the funds should

    drop off automatically within 5 working days. You may however contact your bank

    if the pre-auth is still there outside of this time frame and request they

    remove the authentication manually – they may require us to fax through details

    to confirm we no longer need the funds held.

    Why was my order cancelled?

    Once you place your order with us, we then make contact with our stores or warehouse who stock the product you have requested. They then accept our request and dispatch it directly to you. Orders can be cancelled by us for the following reasons:

    • The stock you have requested has been found by staff as damaged
    • If the item you have ordered is low in stock, it could be purchased in-store before we begin processing your order
    • Unforeseen productions/stock error issues
    • Unforeseen mismatch issues
    • Quality concerns

    Should you have any queries about your cancelled order or would like to know more - please do not hesitate to contact our Customer Service Team.

    What if I'm having trouble using my discount code/loyalty code?

    Discount codes or loyalty vouchers cannot be added after your order is placed, or to an order that is completed. So if you are unsure how to complete the promotion/add your loyalty, please contact our pleasant customer service team on 09-524-1430

    What if I want to refund my ONLINE purchase? Does it cost to send return back?
    Is there an extended returns period for Christmas?
    IN STORE RETURNS POLICY

    Returns

    What if I want to refund my ONLINE purchase? Does it cost to send return back?

    All postage costs will be covered by the customer. Please see below for our returns policy.

    ONLINE Returns Policy

    Here at Mi Piaci we understand that sometimes things don’t work out, so we try to make shopping online with us as risk-free as possible.


    If you receive your online order and aren’t absolutely in love with what you’ve chosen, we will happily offer you a full refund or exchange on your purchase – including sale items! (Please note this applies to online orders only).


    You have fourteen days from the date you receive your order to either post it back to our Distribution Centre, or you take it into your local Mi Piaci store and one of our friendly team members will process this for you.


    If due to stock levels we cannot provide you with an exchange we will automatically issue you with a full refund. All refunds are processed via the original method of payment and will be processed within four working days of receipt of your order.


    We are unable to accept returned orders where the shoes or handbag have been worn or damaged after purchase, so we recommend trying your shoes on inside on a carpeted surface to ensure you’ve chosen the best style and size.


    Each time you order online with us you will be provided with an invoice and returns form which denotes all of the information you will need to return your order.


    Return postage is covered by the customer, but we will not ask you to pay for shipping again if you choose to exchange your order for a different size or style.

    Is there an extended returns period for Christmas?

    YES! Any purchases made online in the month of December have an extended return period until the 14th of January.

    IN STORE RETURNS POLICY

    We are happy to offer an exchange, credit or refund for any unworn product returned within 14 days of purchase if accompanied with a receipt. SALE items are a final sale; however we will gladly exchange unworn SALE items for you within 14 days of purchase for another size or style.

    We are proud of the quality and design of our products and while we get it right most of the time, there are times when an unforeseen fault may happen. If you find yourself in this situation, please come back and see us in-store.
    For any manufacturers faults, we will sort the problem for you by repairing the product to a high quality finish at our expense. If a repair is not possible, we will give you an exchange for a new item, store credit or full refund.

    We promise to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act.

    How do I become a loyalty member?
    Can I use my loyalty vouchers online towards purchases?
    What are the terms and conditions for my rewards?

    Loyalty

    How do I become a loyalty member?

    You can sign up in store, online or you can give us a call on 09 524 1430

    Can I use my loyalty vouchers online towards purchases?

    Yes you can! Simply enter the barcode number at the checkout, it's as simple as that!

    What are the terms and conditions for my rewards?

    Elect is now insider: Only one reward may be redeemed per transaction. Not valid with any other offers. 15% discount applies to footwear only. 20% discount applies to purchases of two items or more. 10% discount applies to handbags only. Each reward may be used once only and may not be used as a layby payment. Discount rewards exclude purchases of gift cards, jewellery and care products. Excludes outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expires 18/6/17

    Exclusive is now insider luxe: Only one reward may be redeemed per transaction. Not valid with any other offers. 20% discount applies to footwear only. 25% discount applies to purchases of two items or more. 15% discount applies to handbags only. $40 discount valid with a minimum spend of $300. Each reward may be used once only and may not be used as a layby payment. Discount rewards exclude purchases of gift cards, jewellery and care products. Excludes outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expires 18/6/17.

    Elite is now insider VIP: Only one reward may be redeemed per transaction. Not valid with any other offers. 25% discount applies to footwear only. 30% discount applies to purchases of two items or more. 20% discount applies to handbags only. $50 discount valid with a minimum spend of $300. Each reward may be used once only and may not be used as a layby payment. Discount rewards exclude purchases of gift cards, jewellery and care products. Excludes outlet stores. Valid online – log in and click “view my rewards” at cart to apply discounts. Expires 18/6/17.

    What is Click & Collect?
    How do I do this?
    When am I able to collect my order from store?
    Is it possible for me to track my order?
    How long until I can collect my purchase?
    How will I know when it’s ready to be collected?
    Do I need to print anything out?
    Can I try it on when I pick it up?
    What if I change my mind, or the size is wrong?
    How long will you hold my order for?
    Can someone else pick up my order?
    What happens if my order is delayed?
    I want to collect one item, and have another item delivered; can I do this?
    But I would like to pick it up today, why does it take a while?
    I paid full price online, but I’m here to pick it up and the same item is now discounted?
    Am I able to call anyone to find out more?
    Where can I return my order, if I change my mind later?

    Click & Collect

    What is Click & Collect?

    We’re proud to introduce this exciting new service! Click & Collect allows you to make a purchase online, but instead of having it delivered to your home or work address, you can select a store of your choice for it to be sent to. After being notified of its arrival, you may pick your purchase up at your convenience!

    How do I do this?

    Shop online as normal, then at the checkout section select ‘Collect in Store’ - it’s simple!

    When am I able to collect my order from store?

    We will email you once your purchase is ready at your chosen store! This should take us a day or two.

    Is it possible for me to track my order?

    Whilst you can’t track your order, we will be emailing you at every key step of the process! We will send an Order Confirmation email (print this out if you can, or save it) and an email once your order has been dispatched. Most importantly, we’ll email you when your order is in store and ready to collect! If you have any questions at any stage, please don’t hesitate to call us on 09 524 1430.

    How long until I can collect my purchase?

    If you live in North Island and place an order before midday, and want to collect your order from a store in the North Island - it should be ready by the next day. If you live in the South Island, it might take up to three days.

    How will I know when it’s ready to be collected?

    This is the exciting part! We will send you an email once your order has arrived in store and is able to be collected.

    Do I need to print anything out?

    All we need is to see your Order Confirmation email; this could be printed out, or it could be saved to your phone – whichever is easiest for you!

    Can I try it on when I pick it up?

    Of course! Our knowledgeable staff can help you make sure the fit is right, give you care advice, and guide you through ways to ensure your purchase has the best longevity and comfort.

    What if I change my mind, or the size is wrong?

    No worries, you can exchange it when you’re in store.

    How long will you hold my order for?

    We will hold your order for 14 days. Naturally, we will make several attempts to contact you, however if we can’t get hold of you then your order will be refunded.

    Can someone else pick up my order?

    Yes they can, as long as they can show us your order confirmation when they collect it.

    What happens if my order is delayed?

    If something happens and your order is delayed, we will give you a call to let you know

    I want to collect one item, and have another item delivered; can I do this?

    At this stage, you will need to place two separate online orders - one to be delivered and one to be collected.

    But I would like to pick it up today, why does it take a while?

    Due to the exclusivity of some items, stock can differ from store to store. We’ll get your purchase to your chosen store as soon as possible, but it may take us a day or so. If your shoes get there any earlier, we’ll let you know!

    I paid full price online, but I’m here to pick it up and the same item is now discounted?

    No problem, naturally we will refund you the price difference.

    Am I able to call anyone to find out more?

    Our Customer Happiness team is always here to help – you can call them on 09 524 1430.

    Where can I return my order, if I change my mind later?

    You can do this in any of our stores! Or you can contact our Customer Happiness team (09 524 1430) for a returns form, and return the shoes to our Distribution Centre.