Shipping policy

**This is why the longer dispatch timeframe - Ships from Adelaide day after we get it**

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Q. Where does your stock ship from? [Since 1st Feb 2023]

A. NewRock shoes are located in and ship from Spain EU. This usually takes 5-10 business days to deliver to you. 

A. Demonia / Pleaser / and everything else, unless on our Clearance page, will first ship from California USA to Adelaide AU. It usually takes 10 days for our shipments to arrive in Adelaide, after we unpack the shipments, we then dispatch to local courier the next day. 

A. Clearance Stock is located in Adelaide AU. 

  

ESTIMATED DISPATCH AND DELIVERY OF ORDERS

Courier timeframes can differ greatly for each location. 

  

Processing:

24h to 48h

(Cancellations / Changes Allowed up to 24h Only) 

 

Dispatched to Courier:

5 to 10 Business Days (depending on brand)

 

Courier Delivery Speeds: 

STANDARD is additional 5 to 15 Business Days 

EXPRESS is additional 1 to 5 Business Days 

INTERNATIONAL is additional  14 to 28 Business Days 

 

Delivery Completion Counting From Date Of Order:

STANDARD - 15 to 30 Business Days 

EXPRESS - 10 to 15 Business Days 

INTERNATIONAL - 21 to 35 Business Days 

  

PUBLIC HOLIDAY DELAYS

Couriers and Australia Post do not operate on public holidays. Please allow for extra time for deliveries during the Public Holiday periods.

 

AUTHORITY TO LEAVE Vs SIGNATURE REQUIRED

If you select 'Authority to Leave' at the checkout, you will accept full responsibility for any lost, stolen, or misplaced packages, and we will not be held responsible for any replacement.

If someone can't be home to accept your package, we recommend selecting 'Signature Required' where applicable. Our couriers will obtain a signature but may not require ID so anyone at the address can sign for your package.

If Authority to Leave is selected then the courier will be 'authorised to leave' your package at the front door. Couriers are not permitted to throw packages over fences and in these cases they may leave the package at the letterbox instead. 

In some cases, especially if you are a first time customer, or the product might be limited in availability, we reserve the right to change your 'Authority To Leave' to 'Signature Required' with the courier, without notifying you. 

If you wish to completely avoid the chances of having your order marked as 'Signature Required', and you accept full and total responsibility for any lost, stolen, or misplaced packages, then please add a note at checkout also asking for 'Authority to Leave' as an additional measure, as well as selecting 'Authority To Leave' as your shipping option. 

 

SHIPPING SERVICE CHOICES

By default we will usually use Couriers Please or FastWay Couriers for our Standard Shipping service. The courier will leave a card if you have selected Signature but no one was home to receive the package. You will then need to re-organise your delivery with the courier directly. Couriers will not telephone you and if you live in a secure apartment block they may not be able to get your package to your door. 

Australia Post is used for Express Shipping and where Shipping to P.O. Boxes or Parcel Lockers are required. 

If you want us to only use Australia Post please select your shipping with AustPost at checkout, otherwise by default we usually send via a regular courier as listed above. 

 

PRODUCT SHIPPING TIMES

We frequently update our website with stock availability from our suppliers and will notify you if an item is unable to be shipped within the specified shipping times. We will notify you in 48-72 hours if there is any issue. 

We do not carry all items in-store ourselves. Some products are located in Australia but we also stock products which are located in the USA and EU, ready to ship to our AU warehouse. Imported stock arrives to our AU warehouse two-three times weekly on Monday, Wednesday and Friday, depending on demand.  

Orders placed online by 10pm Thursday usually depart our warehouse the following Tue/Wed. 

Orders placed online by 10pm Monday usually depart our warehouse the following Fri/Mon. 

If you would like to know the expected shipping times for any item before purchasing just send us an email with the item name, colour and size.

 

CANCELLATIONS: 0-24 hours

If you have made a mistake you can cancel your order for up to 24 hours only.

    

SHIPPING CHARGES WITHIN AUSTRALIA 

FREE - Standard Shipping: (Average wait time to delivery) 15-20 days 

 

$38.50 - Express Shipping: (Average wait time to delivery) 10-15 days  

  

When you pay for our EXPRESS service, your order is pushed ahead of the rest and given top priority for packing and shipping out first.  

 

 

SHIPPING CHARGES INTERNATIONAL 

NEW ZEALAND

 

FREE - Standard Shipping: (Average wait time to delivery) 21-28 days 

 

REST OF WORLD

**CURRENTLY UNAVAILABLE**

Flat Rate

$65.00 (No Box) - Standard Shipping: (Average wait time to delivery) 28-35 days 

Possible Delay of 1-2 Additional Business Days During Public Holidays

*These are estimates for completion of delivery from when you placed your order (in business days). 

Tracking is provided after your order has left our AU warehouse.

Feel free to contact us at anytime for the shipping status of any products you have ordered and we will let you know how close they are departing our warehouse.

 

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HELP! I CAN'T LOCATE MY PACKAGE AND TRACKING SAYS 'DELIVERED' 

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.