Help & FAQ

How do I order online?

To purchase on the Rockwear website, just click on the item you wish to buy, select the size, colour and quantity you want and click "Add to bag". You can then go back and add additional items to your bag or click ‘View Cart & Checkout’ to complete your order. 

Unfortunately, we currently do not have the facilitites to take any orders via phone or email

Currency?

All prices are shown and charged for in AUS$.

Why does the item in my bag now say it is unavailable?

Rockwear products are very popular and do sell out. Unfortunately when you add items to your bag it doesn't mean the item is reserved. The items will be available for anyone to purchase until you have checked out and paid. If you receive an error stating you cannot checkout due to an item being unavailable, you will need to remove this item from your bag so you can complete your order. 

Can I change/cancel my order?

We want to get your order out to you as soon as possible, so once you have clicked the "Process Order" button and your order has been confirmed it has already been sent to our warehouse to be picked and packed. It's not possible at this stage for you to change or cancel your order. Once you receive your order just follow our returns instructions in the Refund Policy section of our website if you want to return an item.

You are able to change your order while you are still browsing and shopping. You will need to go to "My Bag". Here you can delete a product by clicking on the "X" next to the "Qty" field, or change the quantity by clicking the "up" or "down" arrows.

What do I do if the item I am looking for says it has "Sold Out"?

Rockwear styles are very popular and as a result can sell out quickly, especially during sale periods. If you’ve seen something you really must have, then we suggest you order it straight away to prevent any disappointment. 

What payment methods do you accept?

We accept payment via; VISA, MasterCard, American Express, Paypal, Zip pay and Afterpay both instore and via our online store!

Paying With Afterpay

Why Wait? You can now get what you want now and pay it off over 4 x fortnightly payments!

There is no interest & your order is shipped straight away.

Steps:

  1. Select afterpay as your payment method at checkout.
  2. Get your instant approval online .
  3. Receive your goods immediately and pay them off in 4 equal installments.

What You Need:

  1. An Australian Visa or Mastercard
  2. Be over 18 Years of age
  3. Live in Australia

The Details:

  • Afterpay payment may only be used on orders over $80 and up to the value of $1000
  • If you fail to make a payment on the due dates, you will be charged a late fee of $10 and an additional $7 fee if your payment remains overdue a week later.
  • Afterpay is a third party and by utilising this payment method, you are entering an agreement with them. Refund times and processing are managed by Afterpay and not Rockwear.
  • Refunds may be made by returning your item(s) to our online store or in-store at any Rockwear destination - you will just need to bring in your Afterpay reference number.
How secure is my credit card and personal information?

Your security while shopping online with Rockwear is really important to us, and we’ve taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.

All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.

To check that the page you are viewing is secure, look for a green padlock icon at the bottom right hand corner of your screen.

Paying With Zip Pay

With Zip you can buy now and pay later on your own terms. Zip is a simple and convenient way to help you pay for things without needing the cash upfront or a credit card.

For more information visit here
Can I see my past orders?

Of course! Simply login into your online account using your email and password via the website and select the “My Account” Tab to review your previous orders.
Please note that any orders that have been checked out as a “guest” will not appear on your account. 

The website won't allow me to proceed through checkout

Our best suggestion would be to clear your recent browsing history and cookies as this will generally resolve the issue for you.

If you have cleared your recent browsing history and cookies and you are still experiencing issues processing your order, please contact our online customer service team at rwonline@rockwear.com.au with a screen shot of any error messages you are receiving and the method of payment you are attempting to use so that we may troubleshoot this further for you.

How do I let you know if my details have changed?

Just Login to the website using your email address and password and on the "My Account" page choose the "Update my details" button. Make sure you check your spelling for addresses and contact information before you save your updated details. 

How do I know what size I am?

Rockwear has a sizing guide on product pages or you can visit the Size Guide section of our website. Our sizes are represented in Australian sizes and in our size section we give you an indication on how to measure yourself so you can find your fit.

If you are still unsure, we suggest headinging into your local store to be fitted by one of our friendly team members.

What is Rockwear's policy on returns and exchange?

Returns couldn’t be easier! Just visit one of our stores Australia wide for FREE in store refunds and exchanges. Rockwear is happy to provide a full refund for change of mind purchases, provided you have a receipt as proof of purchase, the item has not been worn or washed, and the swing ticket is still attached to the garment.

If you can’t make it to one of our stores you returns can be made via mail to:

Rockwear Returns
Unit 5/3 Anisar Court
Molendinar QLD 4214

Unfortunately exchanges cannot be processed through the online store. If you are after a different product to the one you ordered, you will need to accept a refund and reorder if processing through our online store.

In the event of having no receipt and/or a missing swing ticket, we will happily provide an exchange or a credit note, provided the garments have not been worn.

If a garment is faulty and provided you have proof of purchase, you are fully entitled to a refund.

If you need further details please view our detailed returns policy page.

Which countries does Rockwear ship to?

Rockwear is proud to provide international shipping to many parts of the globe.

Customs & Duty

Please note that when you are buying garments from another country you will need to check with your local customs office in regards to what, if any, duty you may be liable for when the garments arrive. As the receiver of the goods, you are the one who will be asked to pay the duty, not the sender. Different countries have different limits on the value of packages received from overseas. Marking the package as a gift, etc, makes no difference. Duty is calculated on the declared value of the item regardless of what it is. We cannot be responsible for any customs delays in your country.

Korean customers please note:

We no longer ship to Korea. Please refer all order enquiries to our exclusive distributor:

SEAN&IVY NL Co.
SUITE 203, 2ND FLOOR,
509-6 OK-DONG BUILDING,
SHINSA-DONG, KANGNAM
GU, SEOUL,  KOREA

How much does delivery cost?

Australian Domestic Orders
Rockwear charges a flat rate of $10.00 for standard delivery on all orders and $15.00 for express delivery within Australia. But if you register with us orders over $125 with standard delivery will be delivered for FREE. (However from time to time Rockwear reserves the right to offer free delivery.)

New Zealand Orders
Rockwear charges a flat rate of $20.00 for standard delivery on all orders. But if you register with us orders over $150 with standard delivery will be delivered for FREE. (However from time to time Rockwear reserves the right to offer free delivery.)

How long will it take for my order to arrive?

Please note that orders can take up to 24 hours to be processed and dispatched. During peak sale times (Click Frenzy, Flash sales, Boxing Day) we can experience delays with dispatch by up to 3 days due to the volume of orders received.

Australian Domestic Orders
Once dispatched, express orders can take 1-3 business days and standard orders can take 3-5 business days, depending on your location.

New Zealand Orders
Once dispatched, orders to NZ can take between 4-7 business days to arrive depending on your location.

Which courier company do you use?

Australian Domestic Orders

We use Australia Post or Star Track for all our deliveries.

Can I track my order?

Yes, once your order has left our warehouse you will receive an email with a tracking number and a link to the Australia Post or Star Track website. 

For further information, please refer to our deliveries page. 

If there is a problem with my order who do I contact?

If there is a problem with your order, please email us at rwonline@rockwear.com.au and we will be happy to assist you. 

What is the best way to view the Rockwear website?

Rockwear Online has been developed to look best with a resolution of 1024 x768 and works on both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox, Chrome and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above.

Our site does not support certain Chrome Browser extensions such as UBlock. Please disable these extensions or whitelist our site if you experience issues. You may experience certain display issues if using the Opera browser.

Operating System

Internet Explorer 8, 9 & 10 & above

Firefox 25 & above

Safari 5.0 & above

Chrome 5.0 & above

Windows 2000, XP, Vista, 7

 Yes

Yes 

Yes

Yes

Macintosh OSX 10.2 and above

NA

Yes

Yes

Yes

If you choose to use an operating system or browser not listed you may experience difficulties.

Can I purchase or redeem international gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.
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