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. The courier will then collect the parcel directly from you — no need to drop it off anywhere.
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 and made-to-order items cannot be returned or exchanged. Return shipping costs are non-refundable. Once your return has been received and processed, refunds typically take up to 30 days to be returned to your original payment method.
International Orders — United States & Canada
Due to the nature of international shipping, the following conditions apply to all orders shipped to the United States and Canada:
All international sales are final. We do not offer refunds or returns on international orders. We strongly encourage you to review our size chart carefully before purchasing, as New Rock boots use European sizing and may fit differently to US or Canadian brands.
Exchanges: In exceptional circumstances (such as a manufacturing defect or incorrect item sent), we will work with you to arrange an exchange. Please contact sales@newrock.net.au within 14 days of receiving your order with photos and a description of the issue.
Sizing guidance: If you're unsure about your size, please email us before ordering and we'll be happy to help you find the right fit. We'd much rather help you get it right the first time.
Damaged or faulty items: If your order arrives damaged or with a manufacturing defect, contact us immediately with photos. We will arrange a replacement or full refund at no cost to you — this applies to all orders regardless of destination.