FAQ - Gothic Footwear Australia
FREQUENTLY ASKED QUESTIONS
Need to get in-touch fast? CONTACT US HERE
**TEMPORARY 30 DAYS DISPATCH DELAY**
We are away on holidays during July-August 2022
(Effecting orders from 1st July 2022)
THIS DOES NOT APPLY TO ANY NEW ROCK SHOES PURCHASE AS THEY ARE SENT DIRECTLY TO AU & NZ FROM NEW ROCK SHOES IN SPAIN EU
SHIPPING / DELIVERY
Q. Where does your stock ship from?
A. Most of our stock is located in Adelaide, South Australia. We import majority of our styles from PleaserUSA Inc. in the USA. NewRock shoes however are located in and ship from Spain EU.
Q. Why does it currently show 10-20 days for orders to be delivered?
A. Since the start of COVID we no longer work everyday, and have staff working remotely where possible. On average, orders are still departing our fulfilment warehouse (Adelaide SA) in 7-10 business days, but we like to give you the worst estimate upfront in case of delays.
Q. If I select EXPRESS Shipping will my item ship out quicker?
A. No. Processing times are set the same for all orders. Selecting Express Shipping will speed up your DELIVERY only, once the order is ready to go out with the courier.
Q. What does No Box vs Incl. Box in the shipping options mean?
A. "No Box" means we can't guarantee that you will receive the original shoe box for our FREE shipping service. When we offer FREE shipping, we eat the cost of shipping your product, and some items are just too pricey to ship with the bulkiness of a box included which can leave us out of pocket. In this case, your item would be wrapped with bubblewrap instead. Shipping destination can make a difference to the price we pay too.
"Incl. Box" means we will guarantee that you will receive the original branded (Demonia/Pleaser/etc) shoe box. You are paying from $15.95 for this service with these charges allocated to providing the shipping service with box included.
Q. I received an email that says my order was fulfilled but there was no tracking number?
A. We only upload a tracking number once we have confirmation of courier booking, or once your package is scanned in with courier/shipping service.
When we fulfil your order, it means we have the item in stock and it is ready to be packaged up. Your order is then moved along to pick/packing.
You will receive another notification once we have a tracking number ready for you. All our parcels are shipped with a trackable service.
Q. How long does it take for an order to be delivered?
A. Our current average timeframe is dispatch to courier in 7 to 10 business days after our processing time of up to 48h. So generally between the 7th to 10th business day you would expect to receive a shipping notification. This is sent via Email. Please check your Junk/Spam folders.
Courier delivery speeds vary but on average take 5 to 10 business days for the courier to get your order from our door to your door within Australia.
Express shipping takes the courier on average 1 to 5 business days after your order has been picked up.
For international orders, it can take up to 35 business days.
**PLEASE NOTE THAT COVID HAS CAUSED ADDITIONAL DELAYS**
Q. Do you deliver to PO Boxes? - Temporarily Unavailable [Delays Expected]
A. Yes, we are happy to switch couriers when required to one which will deliver to your nominated address or PO Box.
Q. Do you ship to locations outside of Australia?
A. YES. But due to COVID-19 we currently only ship to:
- New Zealand
We still ship worldwide in most cases, but for other locations please get in contact first and we will let you know if we can currently ship to that location, before you place your order. Shipping delays can be 2-3 months for other locations.
Q. Help! I can't locate my package and tracking says 'Delivered'?
A. Before you panic,
First please take a look around your property incase the courier has put your package in a 'safe place'.
The next step is to ask your neighbours if they may have received your order by mistake.
Failing that, please follow the tracking number linked to the order on your account and fill out a MISSING PACKAGE enquiry with the COURIER COMPANY.
If the courier fails to locate your package then the next step is to contact your local POLICE STATION and fill out a 'Theft / Stolen property' report and receive a POLICE REPORT NUMBER.
Then get into Contact with us via email with your Police Report Number and an outline of what has happened and what you have done about it, and we will follow up with the courier company, and place an insurance claim so that we can replace your missing items.
Unfortunately, if you selected 'Authority To Leave' shipping option when checking out, and the courier says they delivered and left your package as instructed, there's not much more we can do. If you've had theft problems before in your area, or your front door is highly visible from the street, we recommend selecting a "Signature' option at checkout.
Q. What does PRE-ORDER mean?
A. We have selected around 100 of our most popular styles which you can pay for up front (pre-order) to not miss out when we next restock. These items are marked as [PRE-ORDER] in the item title are not currently available from our AU warehouse but are on backorder from our supplier and we are awaiting a shipment to arrive from manufacturing.
Q. When will my PRE-ORDER item depart?
A. All PRE-ORDER styles have the Estimated Time of Arrival (ETA) date listed on the product page in the product description section. This is when we expect to receive the shipment, give or take a week for possible customs delays.
Add a further 5-7 business days for them to be received into our warehouse, packaged up and shipped out.
Estimated Time of Arrival (ETA) dates are subject to change without notice.
Q. What payment options do you have available?
A. We take all major Credit Cards, Apple Pay, PayPal, Afterpay AU & NZ, Zip, and Klarna.
On the checkout page, you would need to enter your shipping details first and proceed to the next screen before you will see all our payment options that are available to you.
Q. Do you sell Gift Cards?
A. Yes. We sell physical Gift Cards / Gift Vouchers which you can purchase directly online. This card will expire in 3 years from purchase date. [PLEASE EMAIL US IF YOU DON'T SEE THEM FOR SALE]
Our attractive gift cards are available to be physically mailed out to you by request, in a second envelope with a FREE trackable standard postage service.
Otherwise, the voucher code is emailed to your email address, please be sure to check your junk folder - we don't have access to the voucher code and you will need to record this code if you are to be gifting the physical card we post out.
Should you lose the voucher code - please email us to resend from system.
Please visit our GIFT CARDS page for details. [EMAIL IF YOU DON'T SEE THEM FOR SALE]
RETURN / EXCHANGE / REFUND
Q. Can I drop my return off in person?
A. No, our warehouse is not staffed at regular hours so we require you to post your returns to our Post Office Box 22, Woodville SA 5011.
Q. Can I return my order for a refund if I don't like the style once I have received it, or if I changed my mind, or don't need the shoes anymore?
A. No, unfortunately we can't offer refunds just because you have changed your mind. We are a small family business and every dollar we spend importing our stock to Australia and shipping orders to our customers makes a noticeable dent in our bottom line. Please choose your products carefully.
Q. Who pays for the return shipping so I can swap the size of my shoes?
A. Return shipping is at the customers expense.
Q. Can I return my order if the shoes don't fit?
A. Yes, we now have a 60 day return policy for wrong size and you can exchange your order for the correct size.
Our returns policy lasts 60 days for wrong size only. If 60 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.
If your item was a Clearance item, we may not be able to swap the size at the same discounted price, or at all, so please choose your size carefully if you are shopping our Sales. If we have the Sale item available in another size but that size is not on Sale, you will be required to pay the FULL RETAIL PRICE for the swapped item.
Q. Can I cancel an item that is on PRE-ORDER?
A. ONLY PRE-ORDERED ITEMS (these have [PRE-ORDER] labeled in the product title) can be cancelled and refunded or swapped up until the day your order is marked as fulfilled without penalty charges.
Any item that is not on PRE-ORDER is subject to 24h cancellation only.
Please contact us in writing via the Contact Page to cancel your order.
Q. Are your shoe sizes 'true to size'?
A. Against AU sizes they are not exactly 'true to size' but against USA sizes they are. We don't do half-sizing. You usually pick the next size up for USA to what your AU size is e.g. AU-8/8.5 = US-9.
Women's AU to Women's US - Next size up e.g. W AU-8/8.5 = W US-9
Women's AU to Men's US - 2 Sizes down e.g. W AU-8/8.5 = M US-6
Men's AU to Men's US - Next size up e.g. M AU-11/11.5 = M US-12
Men's AU to Women's US - 3 Sizes up e.g. M AU-11/11.5 = W US-14
Q. Do you have a shop I can visit to try shoes on?
A. No, we are now an online store only. Our stock is held in a private warehouse which is only staffed for picking/packing of orders.
Q. Can I collect my order?
A. No, you can no longer collect orders as we no longer have collection facilities at our warehouse.
Q. Are you still located in Athol Park SA?
A. No, we moved locations in September 2019 to our private warehouse in Wingfield SA.
Q. Are your shoes Vegan?
A. We have a large variety of Vegan friendly shoes but we also sell shoes made from animal products too. Those which are completely animal free will say they are made from 'Vegan Leather' in the item colour/material details on the product page. (You may need to touch/click the circle under 'Colour' to view this information).
Q. Is the item physically in-stock if it shows in-stock online?
A. Not always, some items that may show in-stock on our website go on backorder if they have sold out and the ETA is within 2 months. If we can't ship out the item you have ordered within the estimated shipping timeframe you have selected, we will notify you of your options.
Q. What does LIMITED SUPPLY mean?
A. Some styles are currently in extremely high demand worldwide, and our supplier is facing delays in manufacturing - for up to a few months more than normal. So as an official retailer we are only allocated a certain amount of stock for these LIMITED SUPPLY styles. You'll find this is a worldwide issue during 2021. We are expecting stock levels to return to normal in 2022.
Q. When will an item be restocked?
A. We restock at all different times so please 'Contact US', telling us the style name and we will let you know the estimated time of arrival of the next stock run for that style.
You can also register to be notified when the item is restocked and here's how:
Go to the item page, click on the size you wanted, click the 'notify when available' button that appears, register your details.
Also check our PRE-ORDER page for your style and the item ETA will be listed in the product description.
Q. Are the brands you sell genuine or copies?
A. We only stock genuine brands which we import directly from the overseas manufacturing company.
Demonia, Pleaser, Bordello, Fabulicious, Pin Up Couture, Devious, Funtasma - All directly imported from PleaserUSA in California USA.
New Rock Shoes - Directly imported from New Rock Shoes in Spain EU.