SHIPPING, RETURNS & PRE-ORDERS
Returns Policy
Strictly NO refunds. Exchange-only policy: Customers may exchange items they wish to return, but they cannot get a monetary refund. The time frame to exchange is within 7 days of receiving the order.
- Items must be unworn and unused and in a saleable condition with the original tags still attached;
- Items must be returned in the original packaging, which must be in the original condition, including sealed boxes, branded dust bags and shoe boxes.
If you wish to return an item, Please email info@rockyrafaela.com and go from there. Please not Rocky Rafaela will not be required to pay for your return postage.
Sale Items: No exchange or refund. All sales are final.
Faulty Items:
Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred within a reasonable time frame.
Please note that items which have been damaged as a result of some wear and tear are not considered to be faulty.
In accordance with ACCC, where possible, we will offer to repair faulty items.
If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability.
You will receive a full refund if the item cannot be repaired or replaced.
For all faulty item queries which fall outside of our Returns Policy, please contact info@rockyrafaela.com.
PRE ORDERS
Pre-orders typically take between 2-3 weeks to arrive. The timing depends on the current production schedule with the Rocky Rafaela team and can vary between 2-3 weeks. For a more accurate timeframe based on the specific timing of your order, please feel free to email us. info@rockyrafaela.com.
Custom Jackets
Some of our leather pieces are made to order as we try to minimise any waste and our impact on the environment. As such please expect these orders are delivered within 2-3 weeks and well worth the wait.
Deliveries
We deliver to most countries around the globe. If your country is not available when using our checkout please email us at info@rockyrafaela.com for further options.
International orders will have an approximate delivery time frame of 7-10 business days, depending upon your location. If you require an earlier delivery please email us for your options at info@rockyrafaela.com.
When international orders reach your destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.
Your order may require a signature upon delivery.
Please note: Rocky Rafaela unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties. We also unfortunately cannot mark any international order as a 'gift', due to law prohibitions.