Delivery & Returns

DELIVERY

AUSTRALIA

For shipping in Australia we offer free standard delivery on all orders over $75.00. Orders below this value are charged a standard fee of $9.20 for standard shipping or $12.50 for express shipping.

During sale periods shipping charges may change.

Orders typically take between 2-4 business days to be dispatched from our warehouse and handed over to Australia Post. After this, shipping time varies according to Australia Post estimated delivery times. Deliveries in Australia can take 2+ business days.

NEW ZEALAND

Shipping to New Zealand is with Standard Air Post. The shipping cost in Australian dollars (A$) depends on the assigned product weight per pair of shoes. The shoes are placed loose in a satchel to reduce volume and weight to the minimum, and in turn your final cost.

Orders typically take between 2-4 business days to be dispatched from our warehouse and handed over to Australia Post. After this, shipping time varies according to Australia Post estimated delivery times. Deliveries overseas can take 6+ business days.

N.B.: The cost for returning the shoes to us in Australia from New Zealand for any reason is paid by the customer.

USA & CANADA

Shipping to USA and Canada is with Standard Air Post. The shipping cost in Australian dollars (A$) depends on the assigned product weight per pair of shoes. The shoes are placed loose in a satchel to reduce volume and weight to the minimum, and in turn your final cost.

Orders typically take between 2-4 business days to be dispatched from our warehouse and handed over to Australia Post. After this, shipping time varies according to Australia Post estimated delivery times. Deliveries overseas can take 6+ business days.

N.B.: The cost for returning the shoes to us in Australia from USA & Canada for any reason is paid by the customer.

CHINA

Shipping to China is with Standard Air Post. The shipping cost in Australian dollars (A$) depends on the assigned product weight per pair of shoes. Exceptions apply for boots and slippers. The shoes are placed loose in a satchel to reduce volume and weight to the minimum, and in turn your final cost.

Orders typically take between 2-4 business days to be dispatched from our warehouse and handed over to Australia Post. After this, shipping time varies according to Australia Post estimated delivery times. Deliveries overseas can take 6+ business days.

N.B.: The cost for returning the shoes to us in Australia from China for any reason is paid by the customer.

RETURNS & REFUNDS IN AUSTRALIA

This section applies if you have purchased the Cienta shoe from our online store www.cienta.com.au with delivery address in Australia. If you have purchased a Cienta branded shoe from another store either online or in person please contact them for possible remedies. 

If you have purchased a shoe for delivery in the USA, Canada, China or New Zealand we do not pay for returning the shoes for any reason.

Cienta’s shoes are of high quality and craftsmanship made by expert shoemakers in Spain for 40 years. The shoes undergo a visual outgoing inspection and the ones found defective are discarded by the manufacturer. The shoe fabrication process is mostly made by hand so that small imperfections may arise. However, if you have established that the product purchased on our website (cienta.com.au) is faulty such as if the shoes are:

• not of acceptable quality, or
• the problem is major / the shoes are not fit for the purpose specified, or
• the shoes do not match the description in your order

we will gladly assist you in replacing or refunding the product. We do not offer repair or spare parts for the shoes.

Please read this Returns Policy before returning the product to ensure all the conditions are met as we may refuse the return.

For more information on consumer guarantees and definitions such as ‘acceptable quality’ or ‘major problem’ please see www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

How do I get a replacement if the shoes are faulty?

Before returning the shoes to us, please notify us in writing by email at info@cienta.com.au or to Cienta Shoes, PO Box 2200, Southport BC QLD 4215, Australia within 30 days of the date of purchase and provide:

• Proof of purchase (invoice / online order confirmation)
• Evidence of the faulty shoe or other major problem (pictures and description of fault)
• Completed Returns Request Form (please email us to obtain a copy or download it here)

We will then contact you by email to discuss the replacement possibilities with you or to notify you if your Return Request for a replacement has been denied.

If, after having evaluated your application, we believe that there are grounds for a replacement, we will pay for the return shipping cost. If you purchased the shoe in Australia, we will provide you with a unique Return Paid number to be used at Australia Post or by sending you a pre-paid post satchel.

The replacement will be granted only once we have received the product back and we have verified that the shoes are faulty, have a major problem, are not of acceptable quality, are not fit for the purpose specified, or do not match the description in your order.

Please ensure that the returned shoes are in their original condition and packaging, unworn, unused, and undamaged in order for us to determine the extent of the original fault or major problem.

Generally, the replacement will be of an identical type to the shoes you have purchased. If we do not have identical shoes in the same colour we will offer identical shoes in a different colour or a replacement of the same value. We will pay for the transport cost for sending the replacement to the address you indicated in your original order.

If we are not able to offer you an identical replacement or you are not satisfied with a different colour or style you may ask for a refund for the amount paid. Please refer to the section related to refunds for more information.

We reserve the right to refuse the replacement if

• The return was made after 30 days of the date of purchase;
• The shoes appear to have been worn, used or damaged;
• The shoes are not returned in their original and undamaged packaging including the drawstring bag.

If the shoes are found not to be eligible for a replacement we will contact you and return them to you at your cost.

Can I get a refund if the shoes are faulty?

Yes. Within 30 days if the shoes are found to be faulty, have a major problem, are not of acceptable quality, are not fit for the purpose specified or do not match the description you can request either a replacement or a refund.

How do I get a refund if the shoes are faulty?

Before returning the shoes to us, please notify us in writing by email at info@cienta.com.au or to Cienta Shoes, PO Box 2200, Southport BC QLD 4215, Australia within 30 days of the date of purchase and provide:

• Proof of purchase (invoice / online order confirmation)
• Evidence of the faulty shoe or other major problem (pictures and description of fault)
• Completed Returns Request Form (click here to download a copy)

We will then contact you by email or by phone to discuss the refund with you or to notify you if your Returns Request for a refund has been denied.

If, after having evaluated your application, we believe that there are grounds for a refund, we will pay for the return shipping cost. If we delivered the shoes in Australia, we will provide you with a unique Return Paid number to be used at Australia Post or by sending you a pre-paid post satchel.

The refund will be granted only once we have received the product back and we have verified that the shoes are faulty, have a major problem, are not of acceptable quality, are not fit for the purpose specified or do not match the description in your order.

Refunds will be of the same amount you have already paid and will be credited on the same credit / debit card you have provided during the online purchase.

The refund amount will include shipping cost if you paid for the shipping. It may take up to 7 business days before you are able to see the refund amount in your account. If you paid using PayPal the refund will be credited to the same credit card.

We reserve the right to refuse the refund if:

• The return was made after 30 days of the date of purchase;
• The shoes appear to have been worn, used or damaged;
• The shoes are not returned in their original and undamaged packaging including the drawstring bag.

If the shoes are found not to be eligible for a refund we will contact you and return them to you at your cost.

What can I do if I ordered the wrong shoe size?

If you have ordered the wrong shoe size online we may be able to replace the product with the size you want or alternatively with another model of the same value in the correct size if your size is no longer in stock.

Please complete the Returns Request Form specifying that you have ordered the wrong size and that you would like a different size (replacement). If we do not have the correct size we will offer you a replacement of a different style in your desired size to the same value.

If you have ordered the wrong size and we do not have any suitable replacement you can return the shoes to us in their original conditions and we'll provide a refund.

Please follow the replacement procedure as outlined above.

For exchanges or refunds due to wrong sizing we do not pay for the shipping cost for returning the item to us.

What can I do if I changed my mind?

We offer a 30 day returns policy for unworn shoes in their original packaging.

If you have any questions please do not hesitate to contact us by email at info@cienta.com.au or write to us through our contact form.

Thank you for visiting Cienta's Official Online Store in Australia.