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ANY ORDER CANCELLATION / CHANGES - ONLY ALLOWED UP TO 24HOURS 

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New Rock Shoes Additional Exchange Info: 

Should you need to Exchange the Size of your New Rock shoes, it is reasonable to expect a wait time average of 65 days for manufacturing of required size from the New Rock factory in Spain EU.

   

Refunds and Returns Policy - Updated 01.10.2023

 

STRICTLY 30 DAYS FROM DATE OF YOUR ORDER TO RETURN

If more than 30 days have gone by since your order was made, unfortunately we can’t offer you an exchange on the size, store credit voucher, or a refund (if applicable), no matter how many times you have used your item - so please check everything carefully when the item is delivered.

We do not accept returns for change of mind, or if you don’t like the style, or if you no longer need the item. We will only accept returns if the item is the wrong size, does not fit, or if there is a manufacturing fault with the item.  Clearance X-DEMO titled items can’t be size exchanged.

Manufacturing faults DO NOT include; deliberate damage to the item, general wear and tear, or cosmetical marks that do not affect usage. 

For a WRONG SIZE return, you will be offered an EXCHANGE with the size you need. Should we no longer be able to source that size, we will offer you STORE CREDIT in the same amount as you paid for your order, or you may request a REFUND (minus shipping fee). 

Should you request a REFUND, we will deduct a flat rate of AU$20.00 from your refund to cover some of our costs of shipping your original order. 

To be eligible for a return, your item must be AS NEW / UNUSED, free of any hair, dirt, or dust, and it must also be in the original packaging to avoid being charged a 25% restocking fee. 

You MUST NOT put any shipping labels on the original shoe boxes or this will void your return. Regular clear tape, rubber band, or string, to secure the box is ok.

TIP: Please package your original shoe box in a satchel or wrapping first before sticking any labels on - even glad-wrap or garbage bag first is better than voiding your return. You might be able to re-use the satchel we sent by turning inside out. Otherwise the post office sells satchels in various sizes. 

COST OF RETURN

The cost of sending your returned item BACK TO US is at the CUSTOMER'S EXPENSE. 

We will send your exchanged item BACK TO YOU for FREE for the FIRST ONE, with Standard / Regular post. Should you require any subsequent exchanges on sizing, the exchange shipping costs will be all at the CUSTOMER’S EXPENSE - we will give you a shipping quote on each individual order, as the shipping fees can vary with each style/brand/location. The exchange shipping fee is payable before we process your exchange and we will invoice you the amount due to be paid.

IF YOUR RETURN IS INCOMPLETE; Missing branded wrapping, missing clear plastic bags, missing branded dust bag, missing original box, etc., then your return will be VOID and you will be subject to a RESTOCKING CHARGE of 25% before we send your exchange. We will require payment of the restocking fee before your exchange is sent and we will invoice you the amount due to be paid.

For a MANUFACTURING FAULT return, you will be offered a REPAIR if it is repairable, or REPLACEMENT if not repairable. When a repair or replacement of a faulty item is not possible, we will issue you with a refund or store credit. Email photos to us showing: bottom soles of both shoes together, top angle of both shoes together, photo showing product code and shoe size, photo of the fault/s, Save time and provide us with a repair quote from your local shoe repairer - send a photo of the quote.     Do not send the faulty shoes back until we request you to do so. 

**IMPORTANT NOTE: 

Glitter covered items or Diamante/Rhinestone covered items - It is most likely that you will experience glitter or diamantes/rhinestones falling off as glitter and diamante/rhinestones are not coated but glued straight onto the shoe/item. 

Missing glitter/diamantes/rhinestones, or loose glitter/diamante/rhinestones, or falling off, is not considered a product defect. 

TO COMPLETE YOUR RETURN 

To complete your return, please INCLUDE THIS PACKING SLIP so that we know where the item has come from. 

TIP: You should be able to cut the address section below and tape it to your return packaging.