FAQs

Dispatch times are currently extended due to unprecedented demand. Our Customer Care team are doing the best they can to assist you - We ask that you please wait at least 10 days after you've received your dispatch notification from Australia Post before you enquire about your order. Thank you for your patience.

OUR RESPONSE TO COVID-19

From the Rockport family to yours at home, we hope you and your nearest and dearest are staying safe, healthy and positive.

As we navigate through these tricky times together; we want you to know that it is our goal to offer you the best product and service we can, and that remains at the heart of everything we do.

Rockport.com.au remains in operation 24/7 day and night. Please be assured that our shipping and distribution channels are taking all precautions to ensure the best possible service is being provided while taking measures to safeguard the well-being of all.

PRODUCT

WHERE CAN I GET REPLACEMENT LACES?

Please visit Coolnice Shoelaces who sell a wide range of suitable laces.

DO OUR SHOES COME IN ALTERNATIVE WIDTHS?

Yes, some of our styles do come in additional widths, please check the Men's additional widths and Women's additional widths section on the website.

WHY DO SIZES VARY BETWEEN SHOE STYLES?

Due to each manufacturer’s size scale inconsistencies may occur. Please see our Size Guide for more information.

HOW DO I CARE FOR MY SHOES?

In order to maximise the life of your shoes we recommend that you follow our advice in our Care Guide.

DO ROCKPORT SHOES COME WITH A WARRANTY?

Rockport offers you a 30-day Free Return Policy within Australia on goods that have not been damaged, washed, altered, or excessively worn and are in a saleable condition.

HOW DO I GET MY SHOES REPAIRED?

If your shoes are within the warranty period please follow the procedure in our Return Policy. If your shoes are out of warranty and you believe this is due to a manufacturing fault please contact our customer service team. If you need your Rockport shoes repaired and this is because they have been worn down please contact your local cobbler.

IS THE FOOTWEAR SOLD IN UK OR US SIZING?

The footwear sold on rockport.com.au is in US sizing. Please see our Size Guide for more information.

DO YOU USE PIG LEATHER IN YOUR SHOES?

No, we do not use pig leather in our shoes.

ORDER

WHY IS MY ADDRESS COMING UP AS INVALID?

The reason your address is coming up invalid is because it may not be registered with Aus Post. Please contact Aus Post on 137 678 to register your address, please allow 30 minutes for this to register on our checkout. Before continuing to check out, please clear your cache and history in your browser and check out should work.

CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER IT'S COMPLETED?

Once your order is placed, it is too late. If you would like to change your order after it has been received, we offer free returns, within the terms of our Returns Policy.

HOW CAN I CHANGE A SIZE OR THE ADDRESS ON MY ONLINE ORDER?

Once an order has been placed on our online store, we are unable to amend the information.

I AM MISSING ITEMS FROM MY RECENT ORDER, WHAT DO I DO?

Please contact our customer service team by using our online form for further assistance.

HOW WILL I KNOW IF ROCKPORT.COM.AU HAS RECEIVED MY ORDER?

Once an order you have placed has been processed, you will receive a confirmation number via e-mail. The confirmation will contain your order number, your shopping address, and the tracking number.

DELIVERY

HOW WILL I KNOW WHEN MY ORDER HAS BEEN SHIPPED?

Once your order has been despatched you will receive a despatch notification email from our warehouse. This will include your tracking number for your goods.

HOW LONG DOES IT TAKE TO SEND ITEMS?

Rockport will make best efforts to deliver products within 5 to 10 working days to the address specified by you during the purchase process.

HOW LONG DOES IT TAKE TO SEND ITEMS TO WA/NT/RURAL QLD?

Please allow an additional 2-3 business days for goods travelling to WA, Rural QLD and NT.

HOW DO I TRACK MY ORDER?

You can track your order here by simply entering your tracking number which was supplied in your despatch notification email (starts with a TA).

CAN I HAVE MY ORDER EXPRESS POSTED?

Unfortunately, we do not have express post or overnight shipping available at this stage.

DO YOU SHIP OVERSEAS?

Unfortunately, we only ship to Australian addresses.

CAN YOU SHIP PRODUCT FROM INTERNATIONAL RANGES INTO AUSTRALIA ON MY BEHALF?

No, unfortunately, the only products that can be shipped to Australian addresses are available on the Australian website.

RETURNS

WHAT IS YOUR RETURNS POLICY FOR MERCHANDISE PURCHASED ON THE ROCKPORT.COM.AU SITE?

Please see our Return Policy for more information.

WHAT DO I DO IF MY ITEM IS FAULTY?

If you think that you have received a faulty product that was purchased online please contact us at online@rockport.com.au and we will arrange for you to send the product back to us FREE of charge for a faulty assessment.

I'VE MADE A RETURN, WILL YOU REFUND MY DELIVERY CHARGE FROM WHEN THE ITEM WAS SHIPPED TO ME?

Delivery charges are not refunded when you return items from your order. We do cover the cost of postage for the return of the item. For more information on our Returns Policy, just click here.

E-GIFT CARD

HOW DO I USE MY E-GIFT CARD?

Using your Rockport E-gift Card couldn’t be easier, you simply enter your E-gift Card number in the payment section provided at the checkout when you are ready to make your purchase.

  • Upon receiving a Rockport E-gift Card via email you will be presented with an E-gift card number that can be redeemed online.

  • If the items purchased total less than the E-gift Card amount, the remaining funds will remain on the E-gift Card to use on the next purchase, if the items purchased exceed the E-gift Card amount the remaining value must be paid by card in order to complete the order.

  • Gift Cards take up to 4 hours to be delivered to your preferred email address.

  • Items bought using E-gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the E-gift Card will be refunded and a new E-gift Card will be issued or funds allocated to your existing E-gift Card applied.

  • For full details, please refer to our E-Gift Card Terms and Conditions.

ZIP PAY

Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.

HOW IT WORKS

  1. Apply for a Zip account in seconds at zip.co/apply
  2. Add item(s) to your basket and select Zip as your payment method at checkout.
  3. Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.

Available to Australia customers and shipping addresses only.

AFTERPAY

WHAT IS AFTERPAY?

Afterpay is a new payment option available for online orders only. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal installments, interest-free. Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer)

Afterpay is being introduced as another payment option, alternative layby service, allowing you to order and receive items straightaway, without having to wait until you can pay in full for the items. Using Afterpay means you can pay your order off over four installments, plus you can secure items before they sell out. Essentially, Afterpay is an alternative payment option to the traditional lay-by service offered instore.

CAN I RETURN ITEMS PAID FOR USING AFTERPAY?

All orders purchased using Afterpay must be returned through our online store, for a refund only. Orders made with AfterPay may not be exchanged in-store and must be returned online for a refund. Please visit our Return Policy for more information.

PAYPAL

Paypal is a safe way to pay faster online without entering credit or debit card details each time.

WHY PAYPAL?

  1. Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.

  2. Flexible - Link all your cards and bank accounts and choose which one to use at checkout.

  3. Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.

  4. Protected - You can be refunded with Buyer Protection.