Frequently Asked Questions


How much do you charge for delivery?

Cinori are pleased to offer FREE standard shipping within Australia for all orders over $65. Local orders under $65 incur a $10 delivery fee. All New Zealand orders will incur a $15 flat rate delivery fee.

When will I receive my order?

If you live in Australian metropolitan areas the standard delivery time is 2-5 business days. If you live in Australian regional areas, the standard delivery time is 2-10 business days. Orders to New Zealand can take up to 10 business days to deliver.

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! We currently offer international shipping to New Zealand with a flat rate of $15 for delivery on all orders. We do not deliver outside of Australia and New Zealand.

Why does my New Zealand order show a tax?

Effective from 1 December 2019, we are now required to collect GST of 15% on New Zealand orders, due to government policy changes. Please note that orders valued over $1000 NZD, may incur additional customs charges and taxes. You are wholly liable for the payment of any additional charges and taxes. The items will not be released for delivery until all customs charges and taxes are paid. Further information can be found on the New Zealand government customs pages here.

I have ordered an item that is no longer available

Cinori is committed to providing exceptional customer service. 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 any item(s) from your order are unavailable, we will notify you and provide a full refund as soon as possible.

Can I change the delivery address after I have ordered?

Once you have placed your order, we start picking and packing your items as quickly as possible. This helps us to send your goods efficiently but this also means that we’re unable to make changes to your order; including delivery address, changing colours/sizes or removing items.

How can I track my order?

Once your online order is dispatched, you will receive an email to your nominated email address. This will include your delivery details, tracking number and a link that will allow you to track the status of your delivery. Should this be missing, please check your junk/spam folder or alternatively contact our customer care team and they will be happy to assist.

Why have I received two tracking numbers?

Orders containing more than one item may be split into multiple parcels. In the event of this occurring, you will receive separate emails from Australia Post with different tracking numbers for each parcel. Please be assured that you will not incur any additional shipping charges.

Will I need to be present at my nominated delivery address when my order arrives?

For all deliveries in Australia, authority to leave is preselected at checkout so at the time of delivery, you will not need to be present and your parcel will be left in a safe place if the driver deems it is safe to do so. If you have unticked this option, you will be required to sign for the parcel.

Please note: If unattended or the driver deems the location is not safe to leave the parcel, your order will be delivered to your nearest post office for collection. If this occurs you will receive details from Australia Post with the collection information.


What is Cinori's return policy?

We understand that sometimes a product isn't quite right, thats why we offer FREE 30 day returns for all eligible orders!

If you qualify for a return, you are not liable for the postage cost of returning products within Australia via our nominated courier service; Australia Post.

If you wish to receive a refund for your purchase, your item(s) must meet these guidelines:

  • Purchased within the last 30 days
  • Unworn, undamaged and unmarked
  • In their original packaging and shoe box (we consider this part of the item)

Please note that we are unable to facilitate exchanges at this time.

Should you wish to swap an item for another size, colour or style, you will need to place a new order for these items and return your original order within 30 days.

In the event that any returned items are not eligible for a refund, we will contact you and return those items to you.

All efforts will be made to contact you, however, if we cannot reach you within 30 days, we reserve the right to dispose of your ineligible items.

How do I return my order?

All online purchases that are being returned to the warehouse must be lodged through our online returns portal, in which you can access here.

Simply follow the instructions to initiate your return request. Please have your web order number ready, which can be found within your original order confirmation email.

Once you have completed your return request you will receive an email containing a prepaid returns label.

Please 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.

Where do I find my Web Order Number?

Your Web Order Number can be found within your original order confirmation email.

How long does the return process take?

It can take up to 10 business days for your returned goods to arrive back at our Cinori Returns facility.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund.

This process can take up to 4-6 business days and you will be notified via email when your refund has been processed.

We reserve the right to decline an item for a refund if the return was;

  • Made after 30 days from the date of purchase
  • The products are marked, damaged, show signs of wear or
  • Do not have their original and undamaged packaging

In this instance, our customer care team will contact you directly.

Depending on your financial institution, your refund will appear in your account approximately 1-7 business days after it has been processed.

For further information regarding refunds, please see our Returns Policy.

I placed my order during a sale or promotion - will I be refunded?

Should you wish to return items purchased during an online sale or promotion, we will process a refund for the discounted price paid at the time of purchase. Your refund will be processed back to your original payment method.

Can I exchange my shoes if they don’t fit?

Unfortunately, we are unable to facilitate online exchanges at this time.

Should you wish to swap an item for another size, colour or style, you will need to place a new order for these items and return your original order within 30 days.

We understand that sometimes a product doesn't fit quite right, that's why we offer FREE 30 day returns for all eligible orders!

Some conditions do apply, so please check out our Returns page for further details.

Help! I think my item is faulty!

Cinori's Returns Policy includes the rights that you are entitled to under the Australian Consumer Law.

If you believe your product to be faulty, please contact our Customer Care team directly and they will kindly assist you.

Cinori may request photos of the fault claim prior to approving the return.

We may also consult with the supplier or manufacturer to determine if the item is faulty.

If the item is deemed faulty, you will receive a full refund for the item including any delivery charges.

Please note, delivery charges are only reimbursed for orders with one unit purchased.


What forms of payment are accepted?

Cinori accepts MasterCard, VISA, American Express, JCB, Union Pay, PayPal, Afterpay and ApplePay. Please note PayPal is not available in store.

I have a voucher code. How do I apply it?

You can apply your voucher code by clicking your shopping bag or choosing "view Cart". 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 Service Team.

Is it safe to use my credit card on Cinori?

Yes! Cinori uses globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access. For more information regarding the security of your personal information, please read our Privacy Policy.

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.For more information, please visit the PayPal website.

What is Afterpay?

AfterPay is a payment method that allows you to pay in quarterly instalments every 2 weeks and receive your goods in the same time as if you had paid in full! For more information, click here.


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.

Can I cancel or make changes to an order?

Unfortunately, due to the fast turnaround of our warehouse, once an order has been placed in the system we are unable to cancel or make any changes. Please see our Returns page for information on how to return your order.

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 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?

To create an account, simply click the person icon at the top left of the webpage and click "create an account"