Returns/Exchanges/Refunds
Returns & Exchanges Policy
We want you to be completely happy with your New Rock purchase. If you need to return or exchange an item, please follow the steps below.
Step 1 — Contact us first
Email sales@newrock.net.au within 30 days of receiving your order to request a return authorisation. Returns will not be accepted without prior written authorisation.
Step 2 — Pay for return shipping
All return shipping costs are at the buyer's expense. Items are returned directly to the New Rock factory in Spain via DHL or FedEx. Please select the appropriate option below based on your return type:
Step 3 — Receive your labels
Once payment has been received we will send you all relevant documentation and courier labels within a few days. The courier will then collect the parcel directly from you — no need to drop it off anywhere.
Sizing guidance
New Rock boots use European sizing and may fit differently to your usual size. Please review our size chart carefully before ordering. If you're unsure about your size, email us before ordering and we'll help you find the right fit.
Please note:
- Items must be returned in original packaging and in perfect, unworn condition.
- Faulty or defective items — please contact us immediately and we will arrange a resolution at no cost to you.
- Custom-made items cannot be returned or exchanged. These are pairs where the style itself has been modified specifically for you — for example, non-standard design changes, alternative materials, or bespoke details produced to your specifications.
- Return shipping costs are non-refundable.
- Any duties or import taxes paid at checkout are non-refundable through us.
- Once your return has been received and processed, refunds typically take up to 30 days to be returned to your original payment method.