faq

Frequently Asked Questions

Covid-19 Updates

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 email Customer 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 email Customer 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?

Unfortunately by the temporary closure of our retail stores, some stock will be removed from online. We will be adding more stock every week, and so suggest to check back on the website weekly. Stay in touch with us on Facebook and Instagram.

Delivery

How long does delivery take?

Depending on your shipping area, the timeframe for your delivery will vary. Standard metro delivery within Australia can take anywhere between 4-5 business days including pick and packing. For more information, please see our Deliveries Page Here.

What if I am not home when my parcel arrives?

All of our parcels will require a signature upon delivery. If you are not home to sign for delivery, Australia Post will take your parcel to your local Post Office for collection. Australia Post also offers a safe drop option, however with this option we are not liable in any way for loss, theft or damage to the parcel left. To avoid this risk we recommend you have your package sent to a secure location where signature is required.

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.

I have not received all of the items that I had ordered?

We may fulfil your order from multiple locations, in this instance, your purchase will be split into multiple parcels. You will receive separate emails from Australia Post with separate tracking numbers for each parcel.In the event of a split parcels please be assured that you will not incur any additional shipping charges.

What is my tracking number?

Once your online order is dispatched you will receive an email from Australia Post 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 in your email.

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.

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.

Return & Exchanges

What is Midas Shoes return policy?

Items must be returned in original condition and packaging. We offer free returns on all Australian orders. Please see full Returns & Exchange Policy here.

Can I exchange an item?

We offer exchanges in our stores for store and online purchases Unfortunately we do not accept online exchanges in our David Jones Concession stores. Please note Afterpay orders made online are not eligible for an exchange. Please note if you wish exchange an item in an online order for an item with a lesser 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 within 1-3 business days of the exchange being registered in-store.

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.Find out how here.

All online purchases that are being returned to the warehouse MUST be lodged in the online returns portal.

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.

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.

I have an issue with my shoes? What should I do?

Please contact us at e-store@midasshoes.com.au or call us on 1800 020 089 with your order details such as order number or email address.Please refrain from posting your item back to us before receiving a response from our Customer Service Team.

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.

Payment

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 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.

Can I pay using two different cards or payment methods online?

Split payments cannot be processed online. Visa gift cards can be used as long as it covers the whole cost of the order.

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.

General

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.

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.