FREQUENTLY ASKED QUESTIONS
Placing an Online Order
How do I cancel or change an order?
We process and pack your order as fast as possible; Therefore, your order can only be cancelled or changed as long as your order has not been shipped.
We will do our best to assist with your request. Please contact our customer service team by emailing us at estore@mizuno.com.au.
Where is my order confirmation email?
Please check your junk or spam folder as sometimes the confirmation email may be in these folders.
If it’s not there, please contact our Customer Service Team at estore@mizuno.com.au. Please be sure to include your customer details in the email to allow us to locate it for you.
Can I order if I don't live in Australia?
We currently are only able to process orders for delivery to an Australian address*. We do not offer international shipping.
Do you price match?
Mizuno doesn’t price match products sold at retail stores or other online retailers.
However, all orders placed through our website are eligible for a 30 days free return/exchange providing they meet our return guidelines.
Do I need to set up an account to order online?
Setting up an account is completely optional.
However, the benefit of setting up an account with us entitles you to a faster checkout as the system has all your details and you can look up your order history as well.
I have a coupon but it's not working.
Please check the following:
- The spelling of the code
- Spacing of the code. If there are spaces before or after it, the code will not work
- Do you have Clearance items in your cart? The code is invalid for sale items. If you want to make an order for Clearance items, you will need to make a separate order.
If you still have problems with your coupon code, please contact our customer service team at 1300 796 457 or email us at estore@mizuno.com.au.
Products
How long does a shoe last?
We get this question all the time and the best answer we can provide is you’ll get plenty of kms in your Mizuno running shoes.
Mizuno running shoes are renowned for their durability, but each Mizuno running model is made with different materials and different constructions, so some shoes will be more durable than others based on these differences.
For example, a daily trainer is expected to provide at least 600km of quality wear, as these types of shoes are designed to deliver comfort and support during consistent, everyday training. A performance shoe on the other hand is not expected to last as long as a daily trainer, as the materials that it uses are much lighter and are designed to maximise your performance when running at faster speeds. Taking this into account, a longevity of 300km is more realistic for a performance shoe.
Also, each runner is built differently and has their own unique gait. For example, larger runners will compress the midsole of the shoe faster than a smaller runner will, or a runner that heel strikes will wear out the rearfoot of the shoe faster than someone who lands on their forefoot. These are just a couple of examples of how runner build and gait will affect the durability of the shoe.
True, some runners get many more kms out of their shoes, but eventually the midsole foam loses the ability to provide cushion and stability, and you will no longer get the protection you need to run safely.
How can you tell? If a shoe’s upper is twisted and the midsole appears to be crushed and brittle, it may be time to get a new pair. There are also other subtle warning signs such as an unusual ache or pain after an easy run. Often, it’s your body saying, “Go to the store and get a new pair of shoes!” Better to buy a new shoe a bit early than too late.
How do I tell what model of shoes I have?
Please look under the tongue of your shoe. The code will be located there. It should either start with a J, P, X or K and have 10 characters.
How do I know which size or width to order?
The best way to determine your size is to simply check the size of your shoes which fit the best.
All the shoes on our website are displayed in US sizes. To find your equivalent size, refer to our size chart.
Why don't you make this shoe in my size or width?
Though Mizuno strive to produce the most extensive range of sizes and widths, we’re unable to make every style in every size/width combination. Therefore, only selected Mizuno shoes are available in narrow or wide widths.
Why do you update your styles
Sometimes new “updated” shoe models have new technology added to enhance the performance of the shoe. For other shoe models, there may simply be a small variation from the previous shoe model, for example, new colour, style or new midsole material. When we make a change it is designed to benefit you. We only release the new model after significant planning, followed by extensive wear-testing.
If you’re looking for a replacement pair of shoe, but can’t find it online, please contact our customer service team at 1300 796 457 or email us at estore@mizuno.com.au and we will be happy to help you find the replacement model that should fit you best.
I saw a particular product online or overseas that I can't purchase through your website. Why can't I purchase that product here?
As different Mizuno offices stock different product ranges, items that you might have seen overseas might not be available on our website.
Do you stock replacement insoles, laces etc.?
Unfortunately, we do not stock these items. Please visit your nearest sports store to purchase them.
Do you restock older models?
Unfortunately, if the item is not on our website, we would not have stock of it anymore. However, you could try your local stores and see if they still have stocks of it.
Please use the Store Finder to locate your nearest store.
How do I clean my shoes?
The best way to clean your shoes is to use a soft-bristled brush (a toothbrush is fine) and wash away the dirt with a mild soap and water. Remove the insoles first. Then, allow the shoes to completely dry.
Do not put your shoes in the washing machine as the detergents used in washing machines are harmful to the glue in your shoes.
How do I prolong the life of my shoes?
Air them out after every run, change the insoles periodically and store the shoes in a cool, dry place (never in your car). But the best thing you can do to extend the life of your shoes is only wear your running shoes for running. Even wearing them around town will wear them out quicker than if you wear them just for running. And never wear running shoes for other sports. Nor should you use them for mowing the lawn, day hikes or soccer games with your kids. (You can use your worn-out running shoes for those activities.)
Use running shoes only for running and they’ll last longer and provide you with at least 500-800kms (if not more) of supportive, comfortable running.
Delivery Information
How long will it take to receive my order?
You can view our estimated delivery times here.
I have entered the wrong address.
Please reach out to the customer service team as soon as possible via email at estore@mizuno.com.au or call us on 1300 796 457.
Please note, once your item has been dispatched, we may not be able to redirect your parcel due to the couriers policies.
Can I ship it to a PO box?
We are able to ship to PO boxes, please ensure you have entered the delivery details correctly to avoid the parcel from being sent to the wrong location.
I still have not received my parcel.
Please check your tracking number to confirm if your parcel is not "awaiting collection" at your nearby post office.
If this has been marked as delivered and you still have not received your parcel, please reach out to the customer service team.
How much does shipping cost?
Shipping is FREE for orders over $149. Shipping for orders under $149 is $10 Australia wide.
Returns
What is the return policy?
Products purchased through mizuno.com.au can be returned if they are in accordance with our Returns Policy below:
- Returned within 30 days of receiving your purchase
- Item/ Items are unused with original tags still attached; and in the original packaging which must be in its original condition. This includes the shoe box and tag attached for garments.
- In a resaleable condition, including the item, its original packaging including shoe box and tags
*Please ensure that the goods are in a resaleable condition and do not attach anything to the outside of the original packaging/box. Should the packaging/box be marked or is in an unsatisfactory condition, it will not be considered for refund.
Can I exchange my item in store?
Unfortunately we do not have a physical store and only operate from our online store.
To facilitate your own exchange, please use your order number here.
I purchased my product from a retail store or another online store other than Mizuno. Why can't I exchange or return my product through Mizuno?
Since your order was placed with that retail or online store, the legal transaction is between you and that particular store.
Therefore, please return/exchange the product you purchase to the store you purchased them from with proof of purchase. They will then be able to assess the product for you and if deemed faulty, provide a replacement for you.