Frequently Asked Questions
If I place an order online now will I still get my shoes?
Yes, our fantastic warehouse team are still working and our delivery partners are still delivering all online orders as per usual.
What precautions are in place for the shipping of my order?
We have made changes in light of COVID-19 particularly in relation to social distancing at our warehouse to ensure all our orders are being delivered just as reliably as ever. Our delivery partners continue to offer signature-free delivery.
Can you extend my return policy?
Yes, we are extending the returns period to 60 days for anything purchased after 1st March and we will be reviewing this regularly.
I have ordered shoes in a store, what happens to my order?
All store orders will have been dispatched. If you have not received any such orders, please emailCustomer Service
What will happen to my Layby in store?
Unfortunately, our stores are closed until further notice and we are not able to access these lay-bys. Timeframes for lay-bys will be extended and your layby will be waiting for you when stores open. If you would like it sooner, please emailCustomer Service and they will try assist with your request.
How do I return an in store purchase?
That is no problem at all. Please email your proof of purchase to our Customer Service team and we will provide a return slip to return the product. If you want to exchange for another size, you will have to return the product first and purchase the correct size from our website as we cannot process exchanges online.
Shoes that were online yesterday are now no longer available, how can I find and order these shoes?
How much do you charge for delivery?
All Australian orders will be delivered for FREE using Standard Delivery.
When will I receive my order?
If you live in Australian metropolitan areas the delivery time is 3-4 business days. If you live in Australian rural areas the delivery time is 4-10 business days.
Do you deliver to anywhere in Australia?
We deliver to most addresses within Australia. We do not deliver to Click & Collect locations.
Do you deliver internationally?
Yes! For delivery to New Zealand please change your country at checkout to New Zealand from the drop down menu. A $15 shipping rate will be added to your order. Please allow up to 7 working days for your order to arrive. GST of 15% applies to all New Zealand orders. More information can be found on the New Zealand government customs pages.
Why does my New Zealand order show a tax?
From 1 December 2019, we will collect GST of 15% on orders to New Zealand due to government policy changes. More information can be found on the New Zealand government customs pages.
I have ordered an item that is no longer available
Cinori is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available, or we are unable to fulfil your order, we will notify you within 2 business days to advise whether we are able to place a backorder or provide a full refund.
Can I change the delivery address after I have ordered?
We start processing and packing your order as speedily as possible after you click ‘Place Order’. This helps us to send your goods quickly but this also means that we're unable to make changes to your order, including delivery address, changing colours and sizes or removing items.
How can I track my order?
You should be contacted within 1 business day via email with a tracking number which you can use to track your order.
Why have I received two tracking numbers?
Your order will be sourced from our warehouse or at times when warehouse cannot fulfil your order, it can be sourced from our Cinori Boutique or Cinori stores, or often a combination of both (for orders containing more than one item). Orders containing more than one item may receive more than one tracking number and may be delivered at different times.
Will I need to be present at my nominated delivery address when my order arrives?
All parcels require a signature upon delivery. If you are not available at your nominated delivery address, the delivery driver will card your order to your nearest Australia Post outlet. The driver will leave a note in your mail box to let you know you have missed a delivery and where it can be picked up from.
What is Cinori's return policy?
We understand sometimes a product just isn’t right for you, so we offer 30 day returns for all orders.
If you wish to receive a REFUND for your purchase your item must meet these guidelines:
- Purchased within the last 30 days
- Unworn, undamaged and unmarked
- In their original condition and
- In the original packaging and shoe box (we consider this part of the item).
- In their original condition and
- Cinori Shoes does not accept returns after 30 days from the date of purchase.
If you wish to EXCHANGE your item:
- If the size isn’t quite right for a product you’ve ordered & you’d like to try and exchange it for another, we recommend that you phone or head in to one of our Cinori Stores to see if they have the alternative size in stock.
- All Afterpay orders made online must also be returned and refunded in full, no exchanges can be provided.
- Once in-store, if your alternate size is available, our store staff will be able to exchange your order for you.
- Please note if you are returning your purchased item and wish to exchange it for an item with a different value, we will need to refund your original order in full and you will need to make a new purchase. Your refund will then be processed back to the credit card or PayPal account used at the time of purchase by our e-store team within 1-3 business days of the exchange being registered in-store
How do I return an item to the Cinori online store?
If you purchased online and want to return you can either lodge a return in our online portal or head into your nearest store.
All online purchases that are being returned to the warehouse MUST be lodged in the online returns portal.
Click here to access the ONLINE RETURNS PORTAL and lodge your return.
Simply follow the instructions to initiate your return request. Please have your order ID ready (you will find this on your original order confirmation email).
Once you have completed your return request you will receive an email containing a return label.
Pack the items you want to return into the original packaging and place inside the post bag securing the return label to the outside of the package. Take the parcel to your local post office where they will then return your shoes to us.
How do I return my order?
Please visit our Returns page and follow the instructions provided.
Where do I find my Web Order Number?
This can be found on your order confirmation email sent to you at the time you place your order.
How long does the return process take?
Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Cinori warehouse.
Once the goods have been received, they will be evaluated to see if they are eligible for a refund, this process can take 4-6 business days. You will be notified by email if the refund is approved and it will then be processed by our Finance team.
Depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed.
We reserve the right to decline an item for a refund if:
- The return was made after 30 days
- The products are marked, damaged or show signs of wear
- The products are not returned in their original and undamaged box or packaging
We will contact you if any items are not eligible for a refund.
I placed my order using online credit - will I be refunded?
If an online credit was used to place your order, we will provide you with another online credit code, valid for 12 months.
I placed my order during a sale or promotion - will I be refunded?
Items that were bought during a sale or discount promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.
Can I exchange my shoes if they don’t fit?
If the size isn’t quite right for a product you’ve ordered & you’d like to try and exchange it for another, we recommend that you phone or head in to one of or Cinori Stores to see if they have the alternative size in stock.
Note: All Afterpay orders made online must also be returned and refunded in full, no exchanges can be provided.
Once in-store, if your alternate size is available, our store staff will be able to exchange your order for you if you are exchanging your purchased item for another item that is of the same value.
We are unable to facilitate any exchanges online or via returns to our warehouse, this can only be done in-store.
What do I do if the shoes I receive are faulty?
If you purchased in a store:
If this was an in-store purchase, you will need to contact the store directly, so they can provide you with further instructions on how to rectify any existing/suspected faults.
If you purchased from our online store:
If this was an online purchase - please contact the online team via email or phone so the team can provide you with further information and assist to investigate your case. Please refrain from posting your item back to us before receiving a response from our Customer Service Team. Please have your order number ready. If the purchase was made in-store please call the store of purchase directly.
What forms of payment are accepted?
Cinori accepts MasterCard, VISA, American Express as well as PayPal and AfterPay.
I have a voucher code. How do I apply it?
You can apply your voucher code at the checkout after you've filled in your details, simply enter the code into the 'Voucher Code' box and click 'Apply'. Each voucher code has unique terms and conditions. If you're having trouble using your voucher please contact our Customer Happiness team.
Is it safe to use my credit card on Cinori?
How do I place an order?
To place an order, simply select the item you wish to order, add the correct size to your bag and proceed to the checkout.
The shoes I want aren't available in my size. What now?
The stock on our website is an accurate reflection of the stock we have in our warehouse. Please contact us if you'd like to know if, or when, we'll get any additional stock of that particular shoe.
Please note: If the item is an already reduced item, we will not be restocking.
How do I unsubscribe from your mailing list?
On the bottom of every newsletter we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.
I have seen the same product on another site. Do you price match?
We do keep an eye on our competitors’ prices and are in constant communication with our suppliers, however, due to our generous fast delivery and 30-day free return policies; we don’t match the short term price changes of other retailers. We do offer end of season sales, so if you're after a bargain, check out our Sale page!
How do I search for a specific brand/style?
You can search the entire product range on site by using the search bar at the top right-hand corner of the screen. Alternatively you can use the filters on the left hand side of the screen when you’re browsing the categories for example. These will allow you to filter items by brand/category/colour/size/material so you can find what you're looking for faster!
I tried to check out and the item in my shopping cart disappeared, what happened?
We're sorry that you weren't able to complete your order. The stock on Cinori is live and reflects what's available in real time. Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your cart.
How do I create a Cinori account?
Click 'Register' at the top right-hand corner of the screen and enter your details in the fields provided.