faq

Frequently Asked Questions

Can I place an order over the phone?

We do accept orders over the phone via our e-store team, via credit card payment only. Alternatively, our stores can also accept phone orders.

Do you offer layby?

We cannot generate laybys over the phone. If you wish to use layby please contact your nearest boutique and they can discuss options with you. We do, however, offer Afterpay online and in-store.

If I purchased shoes online can I return to a boutique?

Yes, you can return your online purchase to a stand-alone Boutique along with your proof of purchase. We do not accept online purchase returns at our David Jones stores.

If I purchased shoes online can I return to a David Jones store?

You will not be able to return your shoes to David Jones if it was an online purchase, however, you may return your shoes at a stand-alone boutique.

What do I do if the shoes I receive are faulty?

If you purchased in a boutique or David Jones:

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 do I do if the shoes I receive are two different sizes or colours, or not what I ordered at all?

If you receive your shoes and they are the incorrect, please contact our Customer Service Team on 1800 020 089 as soon as possible. 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.

How do I change my email address for my newsletter subscription?

Please follow the prompts on one of our e-newsletters to unsubscribe. There is a link at the bottom of the newsletter with the description ‘If you wish to unsubscribe from all future emails, please click here’. If you wish to subscribe with a new email address, please scroll to the bottom of our homepage and input your new email address. Don’t forgot to click on ‘subscribe’.

How do I care for my new Midas Shoes?

We recommend using any generic shoe cleaner and/or conditioner on your shoes. However, we recommend testing the product on a small patch before applying the product on the entire shoe, as sometimes certain materials can react differently to the product.

How do I change my delivery address after my order has been placed?

We sadly cannot always guarantee that your address can be changed before an order is dispatched, due to our automated processing system. However, we recommend that you call us as early as possible, to determine if the address can be changed in time.

Can I purchase or redeem vouchers online?

We do not sell gift vouchers for our online store. Gift vouchers that are purchased in-store can only be redeemed in-store. If you have been issued a credit code by our e-store for personal reasons, please note that this can only be redeemed online.

What payments do you accept?

We accept MasterCard, Visa, American Express, PayPal and Afterpay. However please note PayPal is not available in store.

Do you ship internationally?

We ship internationally to New Zealand only. This will incur a $15 delivery fee. Other than New Zealand we are domestic only within Australia.

How long does delivery take?

Standard metro delivery within Australia can take anywhere between 3-4 business days once dispatched. Please note that this does not include picking and packing time as your order may be sourced from one of our stores. For more information, please see our Deliveries Page.

What if I am not home when my parcel arrives?

All parcels will require a signature upon delivery and if you are not home to sign for delivery, then Australia Post will take your parcel to your local Post Office for collection. Australia Post offer a safe drop option as well but if you as a customer choose this option you will then take responsibility for anything left at your property unattended.

How do I know if my return has been received?

The best way to know if your return has been received at our warehouse is to keep the receipt Australia Post supplies containing your tracking information when the return is lodged with them. You will then we able to check the status of your return through Australia Post tracking. We do not send an email once the return has arrived at our warehouse, we will only send an email once the return has been processed.

How do I exchange an item?

Exchanges can only be processed in our boutiques. If an order is posted back to our warehouse we will simply refund the order and then you can make a repurchase online if you wish.

What is Midas Shoes 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).
  • Midas 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 Midas Boutique Stores to see if they have the alternative size in stock.
  • Note: Unfortunately, due to David Jones store policy, we are unable to accept e-store & Afterpay returns in our David Jones Concession stores.
  • 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

Can I return sale items?

All sale items are eligible for a full refund as long as they are in their original condition including the packaging. All online purchases that are being returned to the warehouse MUST be lodged in the online returns portal. Alternatively, if purchased in store, you can return your shoes to the boutique or David Jones store that you purchased them from.

When will I receive my refund?

Once your shoes have arrived back to our warehouse, we do require up to 4 business days to process your refund. Once the refund has been processed, you will receive an email notification from our finance team. Dependent on your banks processing time, please allow 1-3 business days for the funds to appear in your account.

How long can the picking and packing time take?

Usually, once an order is placed we allow 2 business days for it to be picked and packed, however, if your order is being sourced from a store, this can take a little longers as our team want to make sure you are receiving the best quality product.

How do I return an item to the Midas 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 boutique.

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 contacting 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.