FAQ's

Need a hand?

Please don't hesitate to contact us for any questions or queries that you may have.

FAQ's

Shopping Online

  • Do you have stores in Australia?

    We do not currently have any stores in Australia. 
  • How do I change my personal details?

    When logged in, click on my account in the top right hand corner and navigate to 'account details'. Here you'll be able to update any of your personal details.
  • I'm having trouble with my discount code/loyalty code, what do I do?

    Discount codes or loyalty vouchers can't be added after your order is placed, or to an order that is completed. If you are unsure how to redeem your loyalty reward or discount code, get in touch with our friendly (and helpful) Customer Care team.
  • Have I been charged twice?

    If you have recently completed your purchase and checked your bank account soon after, you might 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 on this amount at the time you check out. This ensures that funds are available for our company to charge your credit or debit card for your purchase. This is called pre-authorisation, and it is a standard practice when funds are transferred electronically. As the charge is not done by us until we've picked, packed and are about to dispatch your item(s), it is important that those funds are still there after processing for us to charge.



    If we are unable to fulfil an order (for example, if an item is sold out) the funds should drop off automatically within 5 working days. If the pre-authorisation is still there outside of this time frame, we recommend you contact your bank and request they remove the authorisation manually - they may require us to email 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. Before shipping your order to you, our team carefully check each pair to make sure your new shoes are in perfect condition. Orders can be cancelled by us for the following reasons:

    • The stock you have requested has been found by staff as imperfect.
    • If the item you have ordered has low stock, it could be purchased in-store before we begin processing your order.
    • Unforeseen production/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 Care team here.
  • Can I cancel my online order?

    Please contact our customer care team if you wish to cancel your order.

Shipping

  • How much does shipping cost?

    We offer FREE shipping when logged in - sign up here. If you're not a member, there is an $8 shipping fee.
  • Do I have to sign for my delivery?

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

    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.
  • When will my item arrive?

    Please expect a 3-10 business day delivery right now.

  • Can you ship to addresses outside of Australia?

    Unfortunately, we cannot offer international shipping at this time. All shipping is within Australia only. We apologise for any inconvenience this may cause.

    Please contact Customer Care if you have any specific queries/requests.

Returns

  • How do I return something purchased online?

    We understand that sometimes things don't work out, so we've tried to make resolving things easy. If trying on your purchase at home, make sure you do so inside and on carpet - we're unable to accept returned orders if the item has been worn or damaged after purchase. Please note if you purchase our care products or a gift card, this is final sale and is non-refundable.

    If you're not happy with your online purchase, we'll happily give you a full refund or exchange (including sale items) within 14 days of receiving your order. Simply tear off the returns slip at the bottom of the invoice you received with your order and visit Request a Return. Please do not attempt to send anything back to us without following this process.
    Please note: All returns must be sent back to our New Zealand Distribution Centre to be processed. The same terms and conditions apply. Return postage is covered by you, the customer. If we can’t provide you with an exchange, we’ll 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. Exchanges will be processed within 1-2 working days with shipping estimates of 4-7 working days for urban delivery & 4-12 working days for rural delivery.
  • What happens if I no longer have my return slip?

    Get in touch with our customer care team for help with returns or exchanges.

  • How do I return an item purchased using Afterpay?

    If you purchased the item online, simply tear off the returns slip at the bottom of the invoice you received with your order, and visit Request a Return. If you purchased the item in store, you can return the item to any of our stores with proof of purchase and they can process this for you.



    Please note, all Afterpay orders can only be returned for a refund, not an exchange, and we are unable to provide refunds on sale items purchased in our stores.
  • What if my item's faulty?

    Sometimes unforeseen faults happen. We encourage you to bring your item back to store, or contact us. If you believe an item to be faulty, please bring the item into one of our stores so it can be assessed. If deemed faulty by our cobblers, we will offer to repair the product to a high-quality finish at our expense.
    If a repair is not possible, we'll give you an exchange for a new item, store credit or full refund. We cannot process any of these actions unless we physically have the faulty item returned to one of our stores or Distribution Centre. We promise to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act.

Afterpay

  • What is Afterpay?

    Find out about Afterpay here.

  • Who can use Afterpay?

    You must be over 18 years old and be the authorised holder of an eligible debit/credit card to apply. Find out more here.

  • How much can I spend using Afterpay as the payment method?

    You will be shown an estimated amount you can spend when you log into your account or app. The amount you can spend using Afterpay generally changes based on how you use your account.

  • How do I select to pay using Afterpay?

    During the Review & Pay stage of the checkout process, there is a list on the left hand side showing all available payment methods for your order. Select Afterpay from this list. If you have any questions, please reach out to our customer care team here.
  • When will my four Afterpay instalments need to be paid?

    Your 4 instalments are due every 2 weeks. In some cases, Afterpay may require you to make a payment at the time of purchase.

  • What information or communications will I receive direct from Afterpay?

    Similar to our transactional emails for orders, Afterpay will also send emails to you automatically once you have successfully created your Afterpay account.

  • Why has my Afterpay payment been declined?

    All orders are subject to Afterpay’s approval – for example, if you have any overdue payments, Afterpay will not be available to you. For more information on assessment and checks, click here.

  • Who should I contact if I have any questions about my Afterpay account?

    Contact Afterpay here.

  • What is Mi Piaci Inner Circle?

    Your passion for footwear should be rewarded. Our Inner Circle members enjoy exclusive access to rewards, offers and services. It's free to sign up and to begin with, all members recieve free shipping and a welcome discount. From there the more you spend, the more you get rewarded! It's our way of saying thank you. Sign up here or log in here.

  • Can anyone be a part of Mi Piaci Inner Circle?

    Almost anyone in Australia or New Zealand can be a part of Mi Piaci Inner Circle. There are some exclusions including Overland Team Members, please visit our Terms & Conditions to find out more.

  • I was a member of the old loyalty programme, do I need to join Inner Circle? Is my previous spend included?

    Nope, you don't need to join - we've already signed you up! And your previous spend from the last 12 months was used to assign your new tier.



    When we launched the Inner Circle programme, we reviewed the combined spend (both in-store and online) of all of our current loyalty members for the past 12 months and assigned them a tier that was the equivalent or higher than their previous tier. This automatically joins them to the Inner Circle programme. If you were a member of our loyalty programme in 2021 and don't believe you have been assigned a new tier in the Inner Circle, please get in touch with our customer care team here.

  • How do I join Mi Piaci Inner Circle?

    It's free to sign up and all members recieve free shipping and a welcome voucher. From there the more you spend, the more you get rewarded! All you need to do is create an account with us either online or in store and you'll automatically join the Inner Circle. Your email address needs to be included in your account information to receive Inner Circle benefits. To sign up online, click here.
  • How do I view or update my Inner Circle details?

    While logged in online, click on the profile icon in the top right hand corner to view your dashboard. This is where you can view and edit your saved information. Or come and see us in-store and our friendly team members can update your details for you. If you need a hand, reach out to our customer care team here.

  • How do Inner Circle Tiers work?

    Mi Piaci Inner Circle has four tiers of benefits. The more you spend, the more you are rewarded. You can use your rewards online or in one of our Mi Piaci stores. Each time you shop with us, make sure you are logged into your account to make sure your purchases count toward your Inner Circle rewards. View our Mi Piaci Inner Circle benefits here.

  • What benefits will I receive as an Inner Circle member?

    TABLE TO GO HERE

  • How do I maintain an Inner Circle Tier?

    Your Inner Circle spend is calculated over a 12 month period and includes all purchases made in store and online. As long as you maintain the minimum spend of your current tier for the 12 month period, you will stay within that tier for the next 12 months and receive renewed rewards when your anniversary arrives. View our Inner Circle benefits here.

  • How do I move up an Inner Circle Tier?

    Your Inner Circle spend is calculated over a 12 month period and includes all purchases made in store and online. As soon as your annual spend reaches the next tier bracket, you will move up and receive your new benefits and your 12 month anniversary cycle is renewed. View our Inner Circle benefits here.

  • How do I find out what Inner Circle Tier I'm in?

    To find your tier & available rewards, log in to your account and find them under "my rewards". We'll update you on your Inner Circle status regularly so please make sure your account email is correct. You can also speak to one of our friendly team members in store or our customer care team online for help.