FAQ

Frequently Asked Questions

Have a question? You'll find answers to the most common ones below. If you can't find what you're looking for, feel free to contact us.

🚚 Shipping & Delivery

How long does delivery take? Most orders are shipped directly from our factory in Spain via UPS, FedEx, or DHL and typically arrive within 5–10 business days once dispatched. Orders are usually dispatched within 24 hours of payment.

How much does shipping cost? Shipping is $69 AUD per item via DHL, FedEx, or UPS to Australia and New Zealand.

Do you ship to New Zealand? Yes! We ship to both Australia and New Zealand. We have been the official authorised retailer for both countries since 2010.

Can you deliver to a PO Box or Parcel Locker? Unfortunately no — due to the size and weight of New Rock footwear, we are unable to deliver to PO Boxes or Parcel Lockers. Please provide a street address at checkout.

Will I receive tracking information? Yes, you will receive full tracking details once your order has been dispatched.

What if my size is out of stock? If your size sells out after you place your order, we will contact you promptly with updated delivery details and options.

📦 Pre-Orders & Made to Order

What is a pre-order? Some New Rock styles are made to order at the factory in Spain. These are clearly marked as pre-orders on the product page. Pre-order items generally take 35–65 days depending on the style.

How will I know how long my pre-order will take? After placing a pre-order, we will send you a follow-up email the next business day with an estimated production lead time so you know exactly what to expect.

🔄 Returns & Exchanges

How do I return or exchange an item? Please contact us at sales@newrock.net.au within 7 days of receiving your order to request authorisation before sending anything back. Returns will not be accepted without prior written authorisation.

Where do returns get sent? Returns are sent directly to the New Rock factory in Spain. Return shipping costs are at the buyer's expense.

Can I return boots I have already worn? No — items must be returned in their original packaging and in perfect, unworn condition, unless the item is faulty or defective. If you have received a faulty item please contact us at sales@newrock.net.au immediately and we will arrange a resolution.

Can I exchange for a different size? Yes, size exchanges are available. The item must be returned to the factory in Spain and shipping costs are the buyer's responsibility. Please allow additional time for the exchange to be processed and reshipped.

Can I exchange for a completely different style? Yes, however if there is a price difference between the styles you will need to pay the difference. Contact us first to arrange this.

Do you accept returns on custom or made-to-order items? No — custom made and made-to-order items cannot be returned or exchanged.

📏 Sizing

How do I know what size to order? New Rock boots are sized in EU sizing. Please refer to our Size Guide before ordering. If you are between sizes, we generally recommend sizing up.

Are New Rock boots true to size? New Rock footwear generally runs true to EU sizing, however fit can vary slightly between styles. Check the size guide and feel free to contact us if you need advice on a specific style.

✅ Authenticity & Products

Are your products genuine New Rock? Absolutely. We are an official authorised retailer of New Rock footwear for Australia and New Zealand, operating since 2010. Every product we sell is 100% genuine New Rock, sourced directly from the factory in Spain.

Are your vegan boots genuinely animal-free? Yes. New Rock's vegan range uses synthetic materials and microfibers throughout — from the upper materials right through to the glues used in construction. No animal products are used at any stage of manufacturing.

💳 Payment & Checkout

What payment methods do you accept? We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, and Union Pay.

Do you offer buy now, pay later options? Yes — we offer both Afterpay and Klarna so you can spread your payments interest-free.

Is your checkout secure? Yes. Our store uses SSL encryption and all payments are processed through trusted, secured payment gateways.

💰 Pricing

I've seen this product cheaper elsewhere — can you price match? Yes! If you've seen a genuine New Rock product cheaper at another authorised Australian retailer, contact us and we'll do our best to match it.

Still have a question? Get in touch — we're happy to help!